Customer reminders: how to obtain payment without breaking the relationship

What is a customer reminder?

Customer reminders consist of contact a customer to remind them of an invoice that has fallen due (or is about to fall due) in order to obtain payment .

Its main objective is to preserve the company's cash flow while maintaining a constructive commercial relationship. It's not about litigation, it's about a follow-up process an integral part of good accounts receivable management.

Why is customer reminder essential?

Effective dunning does more than simply recover payment: it plays a key role in the company's financial strength. Here are three key reasons why you should make dunning an integral part of your organization.

Reduce payment times

Late payments can increase by 25 % business failures, particularly among very small businesses. That's why preventing them is vital.

Even if the invoice is due, a customer may have forgotten, misunderstood the terms of payment, or simply postponed the due date.

Relaunching at the right time allows you to speed up collections and reduce average payment times . This time-saving improves the fluidity of financial flows.

Maintaining a healthy cash position

Every day of delay weakens the company's cash position. As a result, the risk of default reaches 40 % for late payments of more than 30 days.

By proactively relaunching, you can accelerate your cash flow and be more confident about meeting your own commitments (salaries, suppliers, investments). Tight cash flow increases the need for overdraft or short-term financing, which is often costly.

Limit the risk of non-payment and litigation

The longer the delay, the higher the risk of non-payment. Fast recovery reduces the chances of entering a spiral of non-payment.

By acting early, you show that you keep track of your receivables. This prevents the customer from thinking he can postpone payment indefinitely without any consequences.

When and how to send out a customer reminder?

To be effective, a reminder must be well timed, transmitted via the right channel and formulated with the right tone for the situation.

Key moments for relaunching (before deadline, after deadline)

Relaunch before the deadline, 3 to 5 days before, is a polite reminder of the deadline, and a way of anticipating any eventual oversights.

After the deadline, an initial reminder between 5 and 7 days shows that you're following your receivables without being too insistent.

If payment is not made, a second reminder around 15 days then a firm reminder after 30 days can be considered. Each step must be tailored to the customer and the amount owed.

This gradation favours rapid resolution while preserving the commercial relationship.

The right channels for relaunching: email, telephone, mail

Email remains the most widely used channel. It allows a fast, written and easily traceable reminder. It is ideal for first-time recalls.

The phone allows you to create direct contact, often more effective in the case of non-response. More engaging, it's a useful channel to clarify a situation, obtain a payment commitment or follow up on a silent customer.

Registered mail, formal and legally enforceable is used for long delays, often 30 days or more, to record a formal notice .

Channel selection must always take into account the relationship with the customer, the amount at stake and the urgency of the situation.

The right tone of voice depends on the age of the claim

The tone evolves depending on the age of the claim.

Before due date or up to 7 days late, a courteous, friendly message will suffice, focused on reminding you of the date or verifying receipt of the invoice.

Between 15 and 30 days, firmness is essential: the payment obligation must be clearly reiterated, while remaining professional.

More than 30 days, a more formal, even legal tone, may be necessary, in particular by mentioning a formal notice or possible follow-up action.

Every step of the way, remaining respectful and factual enhances efficiency without damaging the relationship .

3 examples and models of customer reminders according to context

Here are three common situations and approaches to effective dunning, depending on the stage of delay.

Preventive reminders before the deadline

Here's a dunning template you can use for preventive dunning, i.e. when the debt is not yet due.

Example:

Subject: Reminder of the due date of your invoice no. [XXX].

Hello [Customer name],

We would like to remind you that invoice no. [XXX], in the amount of [amount], is due on [date]. Please do not hesitate to contact us if you have any questions.

We remain at your disposal and thank you in advance for your timely payment.

Yours sincerely
[Name / Signature]

Gentle relaunch after 1 week's delay

If, despite the preventive reminder, the customer does not pay, you can use the following template to remind him of his delay.

Example:

Subject: Reminder for invoice no. [XXX] pending

Hello [Customer name],

Unless we are mistaken, invoice no. [XXX] for [amount], which fell due on [date], has not yet been paid.

We would be grateful if you could confirm the expected date of payment or let us know if any problems have arisen.

We look forward to hearing from you,

Yours sincerely
[Name / Signature]

Firm dunning after 15 or 30 days' delay

Despite repeated reminders, the customer remains unmoved by his obligation to pay. It's time to adopt a firmer tone and remind him of the possible consequences.

Example:

Subject: Last reminder before procedure for invoice no. [XXX].

Hello [Customer name],

Despite our previous reminders, invoice no. [XXX] remains unpaid to date, i.e. more than [number] days overdue. Please pay within 5 working days.

In the absence of return or payment, we will be obliged to consider other means of collection.

We look forward to hearing from you,
[Name / Signature]

Common mistakes to avoid in customer reminders

Certain mistakes can hamper the effectiveness of reminders and damage customer relations. Here are the ones to avoid.

Relaunching too late or too little

Waiting too long before relaunching or failing to follow up regularly increases the risk of non-payment. Regularity is key: it shows that you are keeping a close eye on your receivables, and that you take the management of your accounts receivable seriously.

Neglect the first few days of delay, often decisive, can make the rest more complex.

Being too aggressive too quickly

Threatening a customer at the first delay can harm the business relationship, or even block a situation. The increase in intensity must be progressive .

Encourage constructive dialogue before considering firmer measures. A tough stance from the outset can also cause a customer to avoid contact altogether.

Forgetting to adapt your message to the customer's context

Relaunching a loyal customer in the same way as a new customer in difficulty is a key factor for success. counterproductive . The tone and channels used must be adapted to :

• History

• The amount at stake

• The sector

• The customer's usual behavior.

This personalized approach is often more effective.

On the other hand, ignore previous exchanges or disputes may jeopardize the settlement.

What tools can you use to automate your customer reminders?

Automating all or part of the dunning process saves time, reduces oversights and professionalizes follow-up.

Reminder management software

Des outils comme Upflow, Sellsy ou QuickBooks proposent automatic relaunch modules with personalized emails based on the degree of delay.

They enable monitor reminders sent, collections, and have a clear view of outstanding receivables. It's a real productivity booster for very small businesses.

Secure payment platforms such as Heropay

Heropay goes further than a simple reminder. It allows you to manage payment from the outset thanks to a secure payment system.

The funds are booked in advance, and the customer receives automatic reminders before the due date. The result: fewer delays, fewer reminders notices, and better follow-up without administrative overload.

How does Heropay simplify your customer reminders?

With Heropay you anticipate late payment rather than suffer from it. As soon as the quote or invoice is sent, the guarantees payment on the due date with prior bank authorization.

Dunning becomes automatic, scheduled according to the agreed due date, without manual intervention. You save time, avoid tricky situations and improve the predictability of your cash flow.

An ideal solution for freelancers, agencies and very small businesses who want to stay focused on their business.

Successful customer relaunching is above all about rigorous, intelligent management of your customer accounts. A good timetable, the right tone of voice, effective tools and a firm but professional posture are the cornerstones of a successful relaunch. customer relaunch successful. Heropay offers a concrete, fast and frictionless solution to avoid non-payment while preserving the business relationship.