How to deal with non-paying customers professionally

• Cash flow challenge: A customer isn’t paying for work completed, and I want to recover what’s owed without damaging trust or adding stress.

• Perfect for: SMEs and freelancers who need to balance timely payment recovery with respectful, customer-facing communication.

Novuna helps businesses handle non-payment situations professionally. Whether you want to resolve the issue in house or explore funding to bridge the gap while you chase payment, we offer tailored support and trusted partner options.

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1. Start with understanding and clarity

Many non-payments stem from oversights, confusion, or internal issues. Start with a polite check-in:

• Confirm the client received your invoice and address any questions.

• Clarify terms calmly: “Just checking in on invoice #[#] - let me know if anything needs discussing.”

2. Establish a polite but firm process

Pull together a short, clear process for your team to follow when payments are late:

• Send a friendly reminder immediately after the due date.

• If overdue persists, follow up with a firmer email or call.

• Keep records of every attempt to resolve the issue.

3. Preserve the relationship with empathy

Non-paying clients often temporarily lack funds or are facing confusion, it's not always deliberately dodging payment.

• Offer flexible solutions such as instalments or partial settlement.

• Reiterate your willingness to help resolve issues professionally.

4. Plan for professional escalation if needed

If your polite reminders don’t work:

• Send a formal “final reminder” or “letter before action” to show you’re taking it seriously.

• Let the client know when the issue might move to debt recovery - always in a respectful, non-threatening tone.

5. Use funding to protect cash flow during the process

While you’re working through non-payment, you still need to cover wages, suppliers, and operations. Options like invoice finance can provide immediate cashflow support and reduce pressure.

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How Novuna Business Cash Flow supports you

• Access invoice finance or short-term funding to keep operations smooth.

• Explore debt recovery partners that understand the importance of professional communication.

• Benefit from guidance on choosing the right approach, tailored to your industry and needs.

We help you recover what you’re owed without compromising relationships or your reputation.