Collections workflow
What to Do When an Invoice Is Overdue
First verify the due date, balance, recipient and payment record. Resend the invoice with a factual reminder, ask whether anything blocks payment, record the response and follow a consistent escalation schedule. Add fees or legal threats only when they are accurate and permitted.
Reviewed 2026-07-29 · General information, not legal, tax or accounting advice.
| Stage | Action | Record |
|---|---|---|
| Due date / next business day | Friendly status check | Message and delivery evidence |
| No response | Direct reminder with response date | Contact attempt and promise |
| Broken promise / aging risk | Escalate to correct contact | Dispute, promise and next step |
| Formal action | Use qualified advice/process | Complete invoice and communication file |
Verify before contacting the customer
Check the contract, invoice date, due date, customer, purchase order, payments and credits. Confirm that the invoice reached the correct accounts-payable contact and that no dispute is already open.
An aging report prioritizes risk but cannot explain the cause. Treat a missing attachment, approval delay, quality dispute and refusal to pay as different problems.
Make every reminder easy to act on
Include one invoice number, balance, original due date, copy of the invoice and a payment method. Ask for payment or a specific status/date. Avoid vague messages that force the customer to search for the transaction.
Keep the tone proportional. Do not claim that a fee, collection step or legal filing has occurred unless it has and the statement is permitted.
First overdue message
Our records show invoice INV-1042 for $1,200 was due August 15 and remains open. I have attached it again. Please confirm whether payment is in process or whether your team needs anything to approve it.
Use the next tool
Continue through the invoice lifecycle
Primary sources
- Late commercial payments — GOV.UK