Email reminders handle most overdue invoices, but the difficult ones usually need a phone call. A call gets an answer in minutes that might take a week by email. The calls that go wrong are usually the ones made without a plan, so here are the scripts to keep in front of you.
Prepare before you dial
Before you pick up the phone, have this in front of you:
- The account balance, with each overdue invoice, its amount, due date and age.
- The history: previous reminders, promises to pay, disputes and who you spoke to.
- The right contact: name, role and direct number if you have it.
- Your goal for the call: usually a specific payment date and amount, or a clear understanding of what is blocking payment.
- Your fallback: what you will accept if they cannot pay in full (a part payment, a short plan) and what you will do if they refuse.
Allocate cash and credit notes first. Chasing an invoice that has already been paid costs you credibility.
The opening
Keep it short, friendly and clear. State who you are, why you are calling, and ask a direct question.
“Hi, is that [Name]? This is [your name] from [your company]. I’m calling about two invoices on your account that are now 30 days overdue, totaling $8,400. I wanted to check where they are in your payment process. Can you help me with that?”
Then stop talking and let them answer. Silence is one of your best tools on a collection call.
Script: the customer disputes the debt
Your aim is to understand the dispute precisely, separate it from anything undisputed, and agree who fixes what.
“Thanks for telling me. I want to get this sorted for you. Can you tell me exactly what the issue is and which invoice and lines it relates to?”
“So the problem is the delivery on the 14th was short by two items, and that affects $600 of invoice 1043. Is everything else on that invoice and on 1051 correct?”
“Then could you go ahead and pay the $7,800 that isn’t in question? I’ll raise the short delivery with our operations team today and come back to you by Friday with a credit note or proof of delivery.”
Always confirm the dispute back in your own words. It shows you listened. For a full process, see how to handle disputes in accounts receivable efficiently.
Script: the customer can’t pay
When a customer says they cannot pay, stay calm and move to what they can do.
“I appreciate you being honest with me. I’d rather find a way through this together than leave it. What could you pay today, even if it’s only part of the balance?”
“And how much could you commit to each week until it’s cleared?”
“Okay. So that’s $2,000 today, then $1,600 every Friday for four weeks. I’ll email that plan to you now. Can you reply to confirm you agree? If a payment is going to be late, I need you to call me before the date, not after.”
Find out why they cannot pay. A short-term delay is very different from a business in trouble, so review the credit limit and open orders if you hear signs of deeper problems.
Script: the customer is angry
Anger on a collection call is usually about something else: a service problem, pressure from their boss, or embarrassment. Do not argue or match their tone.
“I can hear this is really frustrating. I’m not here to make it worse. Can you tell me what’s happened?”
Let them finish. Then acknowledge and redirect.
“Thank you for explaining. You’re right that the delivery delays weren’t acceptable, and I’ll pass that on to our account manager today. I do still need to agree when the invoices will be paid. If I get the delivery issue looked at, can we agree a date for the payment?”
If a caller becomes abusive, end the call politely:
“I want to help, but I’m going to end the call now. I’ll email you a summary and we can pick this up when it’s a better time.”
Script: a broken promise to pay
Be direct, factual and calm. Name the promise, the date, and what happens next.
“Hi [Name], it’s [your name] from [your company]. When we spoke on the 3rd, you agreed the $8,400 would be paid by last Friday. It hasn’t arrived. Can you tell me what’s happened?”
“I understand. I need to be honest with you: this is the second date we’ve missed, so I need a firm commitment today. Can you make the payment by Wednesday?”
“If it doesn’t arrive by Wednesday, I’ll need to put the account on hold for new orders and pass it to my manager. I’d much rather avoid that.”
Only mention a consequence you are willing and permitted to carry out. Empty threats make every future call harder.
Script: the gatekeeper
Receptionists and assistants exist partly to filter calls. Be polite, brief and specific.
“Hi, I’m calling from [your company] about an overdue account. Could you put me through to whoever handles supplier payments, please?”
If they ask what it is about:
“It’s about two invoices that need approving. It’ll only take a couple of minutes. Who’s the best person to speak to?”
If the contact is “not available”:
“No problem. When’s the best time to reach them? And could I have their direct line or email so I don’t need to trouble you again?”
Always get a name and a time, and treat the gatekeeper well.
Closing and confirming in writing
End every call by summarizing what was agreed.
“Just to confirm: you’ll pay $7,800 by Thursday, and I’ll come back to you about the short delivery by Friday. I’ll email you a note of that now. Thanks for your help today.”
Then send the email within the hour:
Subject: Our call today, account 2215
Hi [Name],
Thanks for your time on the phone today. As agreed:
– You will pay $7,800 against invoices 1043 and 1051 by Thursday, 23rd.
– I will confirm the outcome of the short-delivery query by Friday, 24th.Please let me know straight away if anything above is not correct.
Kind regards,
[Your name]
Log the call, the contact and the promise on the account, and set a reminder for the day after the promised date.
Stay respectful and compliant
Collection calls should always be honest, polite and private. Speak only to the people responsible for the account, never mislead anyone about what will happen next, and keep your tone professional however the call goes. If you collect from individuals or sole traders rather than companies, stricter consumer rules may apply in the UK, US and Canada. Confirm your obligations with a qualified adviser for your jurisdiction.
For more on keeping customers on side while you collect, see building strong relationships with customers to improve payment cycles, and for ready-made replies to the usual delays, our guide to handling common payment excuses.
Key takeaways
- Prepare the balance, history, contact and goal before every call.
- Confirm disputes back in your own words and ask for the undisputed amount to be paid.
- Stay calm with angry customers, acknowledge the problem, then return to the payment date.
- Only mention consequences you are willing and permitted to carry out.
- Close every call with a summary and confirm it in writing within the hour.
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