Anyone who has worked in credit control or collections for more than a week has heard “payment’s on its way.” Most excuses are not lies. Some are true, some are half-true, and some are a way of ending the conversation. Your job is the same in every case: stay polite, get the facts, and leave with a specific date and a next step.
The principle behind every reply
A good reply to any excuse does three things:
- Accepts it at face value. Arguing about whether the customer is telling the truth gets you nowhere.
- Asks for a specific detail. A date, an amount, a reference, a name.
- Agrees a next step with a time attached. Who does what, and when you will check.
Then you record what was said and follow up exactly when you said you would. An excuse only works if nobody checks.
Ten common excuses, and what to say
1. “The payment’s been sent.”
This may well be true, but “sent” can mean anything from “paid yesterday” to “approved for next week’s run.”
“Thanks, that’s great to hear. Could you tell me the date it was sent, the amount and the payment reference? I’ll look out for it and confirm once it’s reached us.”
If the payment has not arrived within the normal clearing time, call back and ask for a remittance advice or proof of payment.
2. “We never received the invoice.”
Sometimes invoices really do go astray, often to the wrong mailbox or a former employee.
“Sorry about that. I’ll send a copy now. Can you confirm the right email address for invoices, and once you have it, when it will be scheduled for payment?”
Send the copy while you are still on the call if you can, and update the contact details on the account so it does not happen again.
3. “The person who signs off is away.”
Holidays and sick leave happen, but payments should not depend on one person.
“I understand. Who is covering approvals while they’re away? If no one is, when are they back, and can we agree the invoice will be approved on their first day?”
Note the return date and call that morning.
4. “We’re waiting for our customer to pay us.”
This is common in construction, distribution and any business with a long supply chain. It is understandable, but your contract is with them, not their customer.
“I appreciate that’s difficult. Our terms aren’t linked to your customer’s payment, though. Can you pay part of the balance now and the rest by a fixed date? What could you commit to this week?”
Repeated use of this excuse is also a warning sign worth watching.
5. “Our system is down” or “We’re changing systems.”
System changes are real and can disrupt payment runs for weeks.
“Thanks for letting me know. When do you expect it to be back up? In the meantime, could the payment be made manually, given how overdue this is?”
Ask for a date and diarize it. If the outage drags on, escalate to someone more senior.
6. “There’s a query on the invoice.”
Take every query seriously, but get it out in the open.
“Thanks for raising it. What exactly is the query, and which lines does it relate to? Can you approve and pay the parts that aren’t in question while we sort out the rest?”
Paying the undisputed amount should be standard. Then resolve the disputed part quickly. Our article on handling disputes in accounts receivable sets out a process.
7. “We pay on a payment run.”
Many businesses pay suppliers weekly, every two weeks or monthly. That is fine, as long as the invoice is on the right run.
“That makes sense. When is the next run, and can you confirm our invoice is on it? If it’s already missed one, could it go on the next run as a priority?”
Ask for the dates of future runs and time your reminders a few days before each one.
8. “We have cash flow problems.”
This one is honest, and you should treat it with respect. It also needs a firm plan.
“Thanks for being straight with me. Let’s agree something that works. How much can you pay now, and what could you pay each week or month until the balance is cleared?”
Put any payment plan in writing, with amounts and dates, and make clear what happens if a payment is missed. Review the customer’s credit limit and terms at the same time.
9. “Can you send me a statement?”
Sometimes a request for a statement is a genuine reconciliation step. Sometimes it is a delay.
“Of course, I’ll email it today. Once you’ve had a chance to check it, can we speak on Thursday morning to confirm when the balance will be paid?”
Send the statement immediately and book the follow-up before you hang up.
10. “I’ll have to check and get back to you.”
This is the most common way to end a call without committing to anything.
“No problem. When can you get back to me? I’ll make a note to call you then if I haven’t heard.”
Never end a call with an open-ended “get back to me.” Always leave with a time.
What to do when the date passes
A missed promise is the point where your tone shifts from friendly to firm. Call the day after the promised date, not a week later.
“You mentioned the payment would be with us on Tuesday, and it hasn’t arrived. Can you tell me what’s happened and when it will be paid? I’ll need to let my manager know if we can’t agree a firm date today.”
After two broken promises, move the account up your escalation process. That might mean putting orders on hold, involving a more senior contact, or sending a formal notice.
Keep a record of every excuse
Log each excuse, the date it was given and the promise that came with it. Over time this record shows you patterns. A customer who has used three different excuses in three months is not having bad luck; they are managing their cash at your expense.
Good records also protect you. If a debt ends up with a collection agency or in court, a clear history of promises made and broken supports your case.
Key takeaways
- Accept the excuse politely, then ask for a specific detail and agree a dated next step.
- Ask for the undisputed amount to be paid now; a query on one line should not hold up the whole invoice.
- Never end a call with “I’ll get back to you” unless you have a time attached.
- Follow up the day after any promised date, and escalate after repeated broken promises.
- Record every excuse so you can spot patterns and support later action.
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