How to Handle Common Late Payment Excuses

As a business owner, few things are more frustrating than chasing late payments. Not only do they disrupt your cash flow, but they can also put a strain on customer relationships. Unfortunately, excuses for non-payment are all too common, and if not managed correctly, they can delay your ability to get paid indefinitely.

In this blog post, we’ll walk you through the most common excuses customers use for not paying on time and, more importantly, how to deal with them effectively.

Excuse 1: “We haven’t received your invoice or statement.”

This is a popular time-waster. When you hear this, double-check that you’ve been sending your invoices to the correct contact and address. Ask the customer to confirm these details in writing. Once the invoice is resent, follow up promptly. If they continue to delay or make new excuses, this may be a stalling tactic, not a genuine issue.

Excuse 2: “We’re waiting on payment from another customer.”

While this may occasionally be true, it shouldn’t become your problem. If your client is experiencing cash flow issues, suggest a partial payment or offer a short-term payment plan. If they decline and pivot to another excuse, it’s likely they’re simply trying to delay payment further.

Excuse 3: “We’re having issues with our bank.”

Banking problems happen, but they should be temporary and traceable. If a customer says they’re having trouble with their bank, ask for documentation or a timeframe for resolution. You could offer a payment plan or an alternate payment method if applicable.

Excuse 4: “The person who handles payments isn’t available.”

This is a common and convenient excuse used to stall. If the usual contact is unavailable, ask to speak with someone else who has authority, or escalate the matter. You could also try calling at different times of the day, withholding your number if you suspect they’re ignoring your calls.

Excuse 5: “We’ve been busy / We’ve had a lot going on.”

We all get busy, especially in business, but it’s no excuse for failing to meet payment obligations. Acknowledge their situation, but bring the focus back to the invoice. You can ask the customer when they expect to be able to make the payment, and if they’re unable to give you a date, offer them a payment plan.

Tired of chasing payments? We can help!

At My Debt Recovery, we’ve heard every excuse in the book, and we know how to cut through them. If you’re struggling with persistent non-payers, please get in touch by calling 0800 009 6106 or emailing hello@mydebtrecovery.co.uk. We’re here to help.