Quick tips to help with debt collections

A structured email sequence for overdue payments

This whitepaper outlines a structured approach for managing overdue payments through a series of four escalating emails. The aim is to encourage prompt payment while preserving valuable client relationships.

Key elements of the approach

The strategy focuses on clear, consistent communication over a 2–3 week period, using tools and wording that make it easy for customers to respond. Key elements include:

• Using a dedicated email address so customers recognise that the message relates to accounts or receivables.
• Crafting effective subject lines that clearly reference the overdue invoice and prompt attention.
• Maintaining a consistent, professional tone throughout the sequence, even as the level of urgency increases.

Best practice for every email

The whitepaper highlights several best practices that apply across all four emails:

• Consistency in communication – follow the same basic steps for each overdue account.
• Clear invoice details – always include invoice number, amount, due date and payment options.
• Document all interactions – keep a record of when emails are sent and any replies received.
• Flexibility for payment arrangements – where appropriate, be willing to discuss payment plans or revised dates.

The four-step escalation

Over a 2–3 week period, the tone and urgency of the emails gradually increase:

• The process begins with a courteous reminder to check that the invoice has been received and to invite questions.
• Subsequent emails become progressively more urgent, reiterating key details and requesting a firm payment date.
• The sequence culminates in a final notice that clearly signals potential debt collection action if payment is still not received.

Balancing professionalism and assertiveness

Overall, this systematic approach is designed to balance professionalism with assertiveness. By communicating early, clearly and consistently, your organisation encourages prompt payment, reduces friction for staff, and still protects important client relationships.