In a late payment email to a client who gives a reason, answer the reason in one line, then repeat the amount and a new date. Do not argue. Offer the one fix that suits the excuse: resend the invoice, check the amount, or agree a short plan. Keep a note of what was said.
| Excuse | Your first move, then what |
|---|---|
| "I never got it" | Resend to the right person, then ask them to confirm |
| "It is in the post" | Ask for the date, then follow up that day |
| "We dispute it" | Ask which line, then ask them to pay the rest |
12 replies you can copy
Twelve replies, one set for each excuse. Start with the excuse your client used. Replace every [BRACKET] with a real fact.
Jump to: I never received the invoice"The payment is on its way""We have a problem with the work""We are waiting for our client to pay us""Cash is tight""The person who approves it is away""We will pay when the project ends"No answer after an excuse
- "I never received the invoice": resendThank you for letting me know. I am attaching invoice [NUMBER] again. Could you confirm it has reached the right person? Payment is due by [NEW DATE].
- "I never received the invoice": who pays?I sent it to [ADDRESS] on [DATE]. If someone else handles payments, tell me who and I will send it to them.
More examples, by situation
"The payment is on its way"
- Ask when it was sentThank you. Can you tell me the date it was sent and how, so I can look for it? If it has not reached me by [DATE], I will write again.
- Promise to confirmThank you. When it arrives I will confirm by return.
"We have a problem with the work"
- Ask which partThank you for telling me. Which part of the work is the problem, and what would you like me to do? Please pay the undisputed amount of [AMOUNT] by [DATE] while we talk.
- Offer to look againI am glad to look at the work again. Can you send me the details by [DATE]? The rest of the invoice is not in doubt, so please pay [AMOUNT] by [DATE].
"We are waiting for our client to pay us"
- Keep it separateI understand. My invoice is for work I finished on [DATE] and is separate from your own client's payment. Please pay by [NEW DATE]. If a plan would help, tell me.
"Cash is tight"
- Offer two paymentsThank you for being straight with me. I can accept [AMOUNT] now and [AMOUNT] on [DATE]. Please reply to confirm and I will note it.
- Wait if confirmed in writingI can wait until [DATE] if you confirm in writing today. After that I will need to add interest, as set out in the terms. [ADD IF TRUE]
"The person who approves it is away"
- Ask who can approveThank you. Who can approve it in the meantime? Please pass on invoice [NUMBER] and let me have a date.
"We will pay when the project ends"
- Point to the agreementThe agreement says payment is due [TERMS]. If something has changed, I need it confirmed in writing. Otherwise please pay by [DATE].
No answer after an excuse
- Say when you will write againI have not heard further on invoice [NUMBER]. I will write on [DATE] with a final request, and I would rather settle this before then.
Download these examples
The same text as this page, in one file, with the gaps ready to fill in.
What to avoid
- Arguing with the excuse. Answer it and move on.
- Accepting a promise without a date.
- Accepting a new plan by phone with nothing in writing.
- Mixing the dispute and the unpaid part: ask for the undisputed part.
- Threats you will not carry out.
Official pages. Rules differ by country. Not legal advice: check the rules that apply to you.
- GOV.UK: Late commercial payments: when a payment becomes late. It says: "If you do not agree a payment date, the law says the payment is late 30 days after either: the customer gets the invoice; you deliver the goods or provide the service (if this is later)." Read 5 October 2026.
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Let the tools do the sums
Both are free.
Invoice Checker
What you give it: An invoice, yours or one you received, as text. It cannot read a picture or a scan.
What you get: Every line, the subtotal, the discount, the tax and the total worked out again, and every difference listed. It lists common fields that are missing and flags date, currency and rounding problems. No tax advice. Without a code tool it shows the sums by hand and says they need checking.
Late Payment Chaser (UK)
What you give it: The unpaid amount, the invoice date, and the due date if you agreed one.
What you get: What you can claim under UK late-payment law, worked out with a script and shown with official sources, and three reminder emails to send. UK business-to-business debts only. Not legal advice.
Free. It also works as a paste-in text in a chatbot; there the assistant does the arithmetic, so check its working.
How do I write a late payment email to a client?
Name the invoice, the amount and the days late, give a date, and say what happens next. Keep it plain.
What if the client says they did not receive the invoice?
Resend it to the person who pays, ask them to confirm it arrived, and give a date that starts from today. If you can prove you sent it, keep the original send date on record.
What if the client disputes part of the invoice?
Ask which line, in writing. Ask them to pay the part they do not dispute by the due date.
What if the client says they have no money?
Offer a short plan in writing with dates, and ask them to confirm it. A written plan is better than a promise.
Questions people ask
What do I do with the [BRACKETS]?
Replace each one with a real fact. If you cannot, delete the line. Never leave a bracket in what you send.
Is this legal advice?
Not legal advice. For a large debt, a dispute or court, get advice.
More
Sources
- Late commercial payments: when a payment becomes late, read 5 October 2026