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How to Collect Payment When Customer is Ghosting You

Legal strategies and SMS templates for Canadian contractors dealing with non-responsive customers

Canadian Legal Framework for Customer Contact

✅ What You CAN Do in Canada:

  • Send SMS messages (with opt-out option)
  • Call during reasonable hours (9 AM - 9 PM)
  • Email invoices and payment reminders
  • Send letters to their mailing address
  • Offer payment plans and settlements

❌ What You CANNOT Do:

  • Contact their employer (unless debtor authorizes)
  • Call before 9 AM or after 9 PM
  • Use threatening or abusive language
  • Misrepresent yourself as law enforcement
  • Contact them after they opt out of SMS
  • Post about the debt publicly

SMS Templates (Canada-Compliant)

Template 1: First Contact (Day 1)

Hi [Name], this is [Your Name] from [Company]. I've tried reaching you about your $[amount] invoice from [date]. I'd like to work out a payment solution. You can pay or set up a plan here: [link]

Reply STOP to opt out.

Template 2: Payment Plan Offer (Day 3)

[Name], if paying $[amount] in full is difficult, a 3-month plan may help. The total plan fee is 3%, shown before you agree. You can review both options here: [link]

Reply STOP to opt out.

Template 3: Deadline Notice (Day 7)

[Name], your $[amount] invoice is now [X] days overdue. Please respond by [date] to avoid this going to collections. Click to pay: [link]

Reply STOP to opt out.

Provincial Variations

Ontario

  • • Collection and Debt Settlement Services Act applies
  • • Small claims limit: $35,000
  • • Must cease contact if requested in writing

British Columbia

  • • Business Practices and Consumer Protection Act
  • • Small claims limit: $35,000
  • • Specific rules for post-dated cheques

Alberta

  • • Fair Trading Act governs collections
  • • Small claims limit: $50,000
  • • Cannot contact on Sundays or holidays

Quebec

  • • Consumer Protection Act applies
  • • Small claims limit: $15,000
  • • Bilingual communication may be required

Automate Canada-Compliant Collection

RemitRight automatically handles provincial compliance, opt-outs, and professional follow-up