Make chasing a process
Record each invoice when ready, assign a reminder stage and owner, and review the oldest and largest exposures at a fixed rhythm.
- Capture billing details
- Set the due date
- Assign the owner
- Use reminder stages
- Review promised payments
Check the billing handover before chasing
Before sending an invoice, confirm the correct billing contact, purchase-order requirement where applicable and agreed payment terms. Check that the invoice describes the work clearly enough for the recipient to recognise it. An invoice sitting in the wrong inbox is a different problem from a customer disputing the work.
Record invoice date, due date, amount outstanding, owner, last contact and next action. Keep partial payments and credit notes visible so the outstanding balance is not confused with the original invoice value. Use your accounting records as the authority for balances.
Illustrative example: distinguish a promise from a payment
A customer says an invoice will be included in the next payment run. Record the promised date and the person who supplied it, but leave the invoice outstanding until receipt is verified. At the next check, reconcile the bank or accounting entry before sending another reminder.
If the customer disputes part of the work, record the specific issue and assign someone who can resolve it. Repeated generic reminders will not answer a missing approval or scope question. Keep the operational issue separate from any decision about formal collection.
Make the next action visible
Review overdue items at a consistent interval, prioritising exposure and unresolved causes. Each open item should have a named owner and a dated action: confirm receipt, resolve a dispute, check a promise or escalate for an authorised decision. Avoid leaving a note that says only 'chased'.
Use accurate, proportionate messages and check the record before contacting the customer. This is an operational tracking method, not legal advice about debt recovery, penalties or statutory rights. Get appropriate advice before taking consequential recovery action.