Customer won’t pay an invoice? Start here.

Five steps for a past-due account

1. 1. Check what is actually outstanding

   Confirm the agreed price, due date, completed work and any deposits, credits or payments. Keep the invoice, agreement and delivery evidence together. Send a corrected invoice if the amount or billing contact is wrong.

2. 2. Ask what is holding up payment

   A missing invoice, a dispute and a cash-flow problem need different responses. Ask one clear question, include the invoice details and give the customer a way to reply. Avoid assuming they are deliberately refusing.

3. 3. Offer a practical next step

   If the balance is agreed but paying it all now is difficult, discuss an affordable arrangement. With RemitRight, the customer can choose full payment or the available 3- or 5-month plan. They see the fee and authorize checkout before a plan starts.

4. 4. Track payment, not just promises

   Keep written records of replies and actual payments. A promise or accepted plan does not mean the invoice is paid. Review failed payments, disputes and requests for different terms with the owner.

5. 5. Escalate when the situation needs it

   If the customer disputes the work, has become insolvent or continues refusing payment, consider professional advice. Check the relevant provincial process and deadlines early; automated reminders do not preserve a claim or construction lien.

BDC also recommends reviewing billing processes, listening to customers and considering installments. Read BDC’s guidance.

Match the response to the problem

A reminder you can adapt today

Replace the placeholders and confirm the amount before sending. This is an example, not an actual customer conversation.

Hi [name], this is [your name] from [business]. Invoice [number] for [work], due [date], has an outstanding balance of [amount]. Could you confirm you received it and let me know if anything is holding up payment? If paying in full is difficult, we can discuss the available payment-plan options. If you have already paid, please send the payment reference so I can check. Thank you.

Use an appropriate contact basis and respect opt-outs. See CRTC guidance for commercial electronic messages. Do not add threats, invented deadlines or fees that have not been agreed.

What happens to a $1,200 overdue invoice?

Illustrative CAD amounts, before Stripe processing. The plan fee is applied once across the plan, not every month.

The first installment is collected at checkout; the others are scheduled monthly. Payments go through your connected Stripe account, with payout timing and processing costs determined by Stripe. RemitRight does not pay you the invoice upfront.

Common questions