6 Scripts for Chasing Payments
Excuse 1: They forgot to pay
Customer: My apologies, I got busy and forgot to pay.
You: Thank you, I understand that can happen. Now I have you on the phone are
you in a position to make a payment now?
Customer: I’m a little tied up right now, I’ll do it today or tomorrow at the latest.
You: Not a problem, I’ve made a note in my system to reflect the promised
payment and we’ll look forward to receiving it. Have a great day.
Excuse 2: The invoice is incorrect
Customer: I’ve not yet paid as the invoice is incorrect.
You: I’m very sorry to hear that, could you please explain what the problem is?
Customer: (Explains issue)
---- If the customer is correct ----
You: Apologies and thanks for explaining, I’ll have that looked into right away. I’ll
issue an updated invoice as soon as this has been resolved. I’ll be back in touch
shortly.
---- If the customer has misunderstood ----
You: Thank you for explaining, however there seems to have been a
misunderstanding. (Explain the misunderstanding). We’ll endeavour to make this
more clear in future, however for now this invoice remains due. Let me know if
there’s anything I can do to help facilitate payment.
Excuse 3: They didn’t receive your invoice
Customer: This is the first time I’ve received this invoice.
You: Apologies if that is the case. Could you please confirm that your email
address is xxxx@xxxx.com?
Customer: Yes, that is correct.
You: Great, thanks for clarifying. We have sent emails regarding the payment of
this invoice to that address, and they are all sent with an invoice copy attached. So
please do check your spam in case they’ve gone in there by mistake. With regards
to this invoice, are you able to settle it now over the phone?
Customer: No, sorry, I don’t have access to my card. I’ll put it on this Friday’s run
by BACS.
You: Brilliant, I’ll make a note in our system to expect payment by Tuesday when
the BACS payment clears. Thanks for your time.
Excuse 4: The invoice hasn’t been approved
Customer: Unfortunately the invoice has not yet been approved by my director.
You: Sorry to hear that, I know these things are sometimes out of your control.
Has there been a query with the invoice for it to be left unapproved?
Customer: Not to my knowledge, no.
You: In that case, is it possible to request that this is approved today? The invoice
is now overdue. If your director has any queries at all, feel free to contact me by
phone or email.
Customer: She’s not in the office right now but I’ll do my best to reach her.
You: Thanks, I appreciate that. I’ll check in with you soon. All the best.
Excuse 5: They’re out of the office
Customer: I’m not in the office right now so I can’t make payment.
You: Not a problem, I understand you must be busy. We can accept card payment
over the phone if that would make things easier?
Customer: No, sorry, I’m driving. I should be in tomorrow. I’ll pay it then.
You: Thanks for that, we really appreciate it. I’ll make a note to expect payment
then. Have a nice day.
Excuse 6: They already paid the invoice
Customer: Why are you calling me? I already paid this invoice!
You: My apologies, I’ll check our system and see why this wasn’t marked as paid
and make sure it doesn’t happen in future. Do you know when this was paid?
Customer: Some time last week, I believe.
You: Thank you, I’ll look into this right away for you. I’m sorry to disturb you. Have
a nice day.
