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When a debt becomes overdue, it is important to establish the reason for non-payment.

Reason Context Action
Payment missing The debtor claims they have already paid. The institution should gain as much information concerning the payment as possible. Request a copy of the payment remittance or bank advice. This will clearly establish the date it was sent and the bank account the funds were paid to. If the customer paid by cheque, request the value, the date sent, the address it was sent to, and they must confirm the date it cleared their bank account.
Copy invoice or supporting documentation required   This documentation must be provided as quickly as possible. Institutions should confirm receipt of such information with the customer. It is important to retain a record of providing a copy to challenge a customer should the request be made again as this may be a delaying tactic.
Invoice changes or amendments For example, VAT number not quoted, address incorrect. Obtain validation of any changes requested, and re-send updated invoice, if appropriate, as soon as possible.
Disputes A customer may delay payment of an invoice due to a query over factors such as price, quantity, quality, or delivery.

Where there is any dispute, establish who in the institution is involved and discuss the issue with them to seek a resolution. The outcome may be to agree a credit memo or to provide more information to justify the invoice is correct and requires full payment.

Refer to customer refunds and cancellations for guidance.

Insufficient funds The debtor may inform you of cashflow issues that prevent being able to pay invoice per our terms. Consult Credit Control team


Latest version 17 April 2024.

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