Another reminder is useful when it changes something. It reaches the right person, supplies a missing document, or produces a payment date the customer actually keeps. When every reminder repeats the same exchange, it is time to review the account.
First, establish what is stopping payment.
Ask one concrete question: is there a billing issue, a dispute about the work, or an inability to pay? Record the answer with the amount affected. A missing purchase order calls for a different response from an owner who accepts the balance and repeatedly breaks a promise.
| What you find | Useful next step |
|---|---|
| Invoice never reached the right person | Confirm the payables contact, resupply the invoice, and get an acknowledgment. |
| Specific billing or service dispute | Separate the disputed amount and document the customer’s objection and your response. |
| A payment date with a credible plan | Document the plan and set a review date. Check whether the promised payment arrives. |
| Repeated broken promises or no response | Assemble the file and evaluate outside commercial collection help. |
Choose a decision date.
Give the account an owner and a specific next review date. At that review, ask what has changed since the last contact. A new reason without a concrete next step should not automatically restart the clock.
There is no universal invoice age at which every business should transfer an account. Balance, documentation, customer status, genuine disputes, and prior attempts all matter. Set an internal escalation policy your team can apply consistently.
Make the final internal request specific.
State the agreed work, invoice, unpaid balance, and requested payment date. Invite the customer to identify any actual billing issue by that date. Include the normal payment method. Keep the message factual and only name next steps you are prepared to take.
The decision your team needs
By the review date, has this account produced a payment, a documented dispute to resolve, or a credible plan? If none has appeared, gather the file for an outside assessment.
Bring more than an aging report.
An agency needs to understand why the amount is owed. Supply the agreement, invoices, evidence of delivery or acceptance, payment history, and relevant correspondence. Flag any dispute or prior agency involvement immediately.
Use the commercial portfolio handoff checklist.
What if you still want to keep the customer?
Say so when evaluating an agency. Explain whether the customer is still trading with you, who owns the relationship, and what contact approach you expect. Ask the agency how it would pursue payment under those constraints.
A useful first call should leave you with a documented plan: what the agency will review, how it will begin contact, what updates you will receive, and where your approval is needed.
Choose the agency around the account.
Compare services, review profiles, and published client feedback. Then ask the agencies on your shortlist for a plan that fits your balance and account history.
See the top five commercial agencies