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How to chase unpaid invoices without losing the client

The playbook, whether or not you use software. It is built on one idea: chasing is a policy, not a conversation.

1. Fix the terms before the next invoice goes out

Put three things on every invoice and in every contract: the due date as a date (not "net 30"), the late-fee rate and grace period, and the payment link. Most late payments happen because one of those was missing.

2. Separate the sender from yourself

Create accounts@yourdomain. All reminders come from it, with replies going to you. Clients treat it as the company's process rather than you personally asking for money, and you are free to be friendly when they reply.

3. Run a fixed ladder

• T-3dCourtesy. Heads-up that the invoice is due soon, with the pay link.
• T+1dFriendly. It was due yesterday; when can we expect it?
• T+7dFirm. A week overdue; asks for a date and mentions the fee terms.
• T+14dFinal notice. Applies the contractual late fee; balance goes up.
• T+30dEscalate. Goes to you, not the client: call, payment plan, or small claims.

Send each step on its day whether or not you feel like it. The templates are ready to paste. The order matters: ask first, state the facts, ask for a date, apply the fee, then stop emailing.

4. Apply the fee you agreed

If it is in your terms, apply it at the final-notice step and show the new balance. Offer to reverse it if payment crossed in the post. If it is not in your terms, do not invent one; fix the terms for next time. Calculator.

5. At 30 days, talk

Phone, not email. Most 30-day-overdue invoices are a cash-flow problem on the client's side, and a payment plan you propose beats one they invent. If there is no answer, a demand letter with your timestamped reminder sequence attached, then small claims if the amount justifies the filing fee.

6. Decide the write-off line in advance

Pick an amount below which you stop, and a client behaviour after which you require deposits. Deciding these while angry produces bad decisions.

Automating all of it

Steps 2 through 5 are exactly what BadCop does from a CSV of your invoices: it sends the ladder from your accounts@ address, applies your fee, marks invoices paid from a bank export, and escalates to you at day 30. Free and open source.