Overdue invoice replies: what to send next

A reminder sequence sends the next message whatever the customer said. That is why it so often lands badly: a second reminder to someone who has just disputed the invoice, or a third to someone who already promised a date.

Before sending anything, answer two questions: what did they actually say, and what has to happen for this invoice to be paid? The next message should move that one thing forward — nothing more.

What it usually means. The person you wrote to is not the person who pays. Nothing is wrong with the invoice yet, but nobody has taken ownership of it either.

Hi [Name],

Thanks for passing invoice [Invoice number] for [Amount] on to your accounts team. So it doesn't get stuck between us, could you let me know:

1. who in accounts is looking after it, and their email; and
2. the date it is scheduled for payment.

I've attached a copy of the invoice in case it's easier to forward this email.

Thanks,
[Your name]

When to stop and decide yourself. Stop and decide yourself if they ask you to send everything to a new email address or to a different company name. Confirm the change through a contact you already know before you use it.

What it usually means. Their process is blocking payment: a missing purchase order, a supplier record that does not match, or an invoice sent to the wrong place.

Hi [Name],

Thanks for letting me know. Here is the invoice again with the details your team needs:

- Invoice: [Invoice number], [Amount], due [Due date]
- Your reference / PO: [PO or job reference]
- Billed to: [Their legal entity name]

If anything else is missing for it to be approved, tell me what it is and I'll send it today. Could you confirm the date it will be paid once it's in your system?

Thanks,
[Your name]

When to stop and decide yourself. Stop if they say no PO was ever raised for the work. That is a question about the agreement, not about the reminder — it needs you or the person who agreed the job.

What it usually means. A promise to pay. Useful, but it is not money: record who promised, how much and by when, and check on the day.

Hi [Name],

Thank you — I've noted that [Amount] for invoice [Invoice number] will be paid on [Promised date].

If anything changes before then, just reply to this email.

Thanks,
[Your name]

When to stop and decide yourself. Stop chasing until the promised date. On the day, check your bank feed or accounting software; only if the payment is not there, follow up — and mention the promise, not just the invoice.

What it usually means. A dispute. Repeating the reminder now makes things worse. The question is no longer when they pay but what they are disputing.

Hi [Name],

Thanks for telling me. I'll pause reminders on invoice [Invoice number] while we sort this out.

So I can look into it properly, could you tell me which part you are disputing and why? If some of the invoice isn't in question, it would help if that part could be paid in the meantime.

Thanks,
[Your name]

When to stop and decide yourself. This one is always yours. Do not decide who is right inside a reminder thread, and do not mention legal action. If it cannot be resolved between you, get advice before taking any further step.

What it usually means. Either the payment is in your bank and not matched yet, it was sent to the wrong account, or it has not happened. You cannot tell which from the email.

Hi [Name],

Thanks for letting me know. I can't see the payment for invoice [Invoice number] yet, so I'm checking on our side.

Could you send me the payment date, the amount and the reference you used? If you have a remittance advice, that helps too. I'll hold off on further reminders while I check.

Thanks,
[Your name]

When to stop and decide yourself. Never change payment details because of an email, and never tell a customer to pay a new account by email alone. Our full checklist is in “Your customer says I’ve paid”.

What it usually means. They are telling you they have a cash problem. A blunt reminder rarely gets money that is not there; a realistic plan often does.

Hi [Name],

Thanks for being upfront with me. I'd rather find something that works than keep sending reminders.

Could you tell me what you could realistically pay, and when? If a part payment now and the rest over the next few weeks would help, let me know and I'll see what I can do.

Thanks,
[Your name]

When to stop and decide yourself. Only you decide whether to offer a plan or a discount. If the customer mentions illness, hardship or a representative, pause and handle it personally.

Silence is not a reply type, but it is the most common one. Before writing again, check the basics: is the email address still right (a bounce or an auto-reply saying someone has left tells you it is not), and is there a better person to write to?

Then keep the follow-up short, specific and spaced out. Each message should ask for one thing — a payment date — and make it easy to reply. Several invoices with the same customer belong in one message, not one each.

Hi [Name],

I haven't heard back about invoice [Invoice number] for [Amount], which was due on [Due date].

Could you let me know when it will be paid? If someone else looks after payments now, I'd be grateful for their name and email.

Thanks,
[Your name]

• No threats of legal action, credit listings or fees you have not agreed in writing. If a debt will not move, get advice first.
• No new bank details by email, and no reply to a customer’s email that asks you to change where they pay. Payment redirection fraud often starts that way — see Scamwatch’s guidance on business email compromise.
• No messages to people who are not party to the debt, and no more contact than the purpose needs. If your customers include individuals, the ACCC and ASIC debt collection guidance sets out what regulators consider unfair.

The example messages are starting points written for business-to-business invoices. Adapt them to your agreement with each customer.