Pro-active payment reminders

Best-practices:

• Be polite ? remember that this is just a pro-active reminder; do not assume that the customer will default
• Clearly specify the invoices and the due-dates
• Urge them to make a payment with their earliest A/P run
• Share options for easy payment methods through an EIPP portal

Early-payment discount reminders

Best-practices:

• Clearly call out the offer ? a discount on early payment
• Clearly spell out the date by which payment must be made
• Detail any invoices with the actual amounts to be paid ? this clears any confusion in buyers manually calculating final amounts
• Urge them to make a payment with their earliest A/P run
• Provide convenient payment options

First past-due reminders

Best-practices:

• Clarify whether the customer has received any previous invoice copies
• Call out the invoices for which payment has been delayed ? specify the actual date
• Ask the customer to reach out to customer serivce in case of any issues
• Offer convenient payment options

Second past-due reminder

Best-practices:

• Clearly inform about the delay in payment
• Call out the email as a ?second? past-due reminder
• Remind the customer to make a payment at their earliest possible
• Offer the option of making a payment commitment through your EIPP portal
• Offer convenient payment options
• Attach the original invoices to avoid further to and fro in requesting invoice information

Third past-due reminder

Best-practices:

• Call out the possible outcomes for further non-receipt
• Drop any non-essential courtesy or flowery language
• Remind the customer to make a payment at their earliest possible
• Offer convenient payment options
• Offer the option of making a payment commitment through your EIPP portal
• Attach the original invoices to avoid further to and fro in requesting invoice information

Suspension of credit

Best-practices:

• Inform about discontinued credit
• Clearly specify the reason for discontinuation of credit to the account
• Call out the total value of outstanding or past-due invoices
• Offer reaching out directly to a customer service representative as the first option
• Offer convenient payment options
• Offer the option of making a payment commitment through your EIPP portal
• Attach the original invoices to avoid further to and fro in requesting invoice information

Default on payment commitment

Best-practices:

• Use this as a polite reminder about the unfulfilled payment commitment
• Include the details of the invoice, amount and promised payment date
• Ask the customer to contact a customer service representative for any help in facilitating the payment
• Offer convenient payment options
• Attach the original invoices to avoid further to and fro in requesting invoice information

Escalation notice

Best-practices:

• Clearly specify that this is an extra-ordinary circumstance in which the recipient is being reached out to
• Highlight all the information they need to help process the payment
• Offer convenient payment options
• Attach the original invoices to avoid further to and fro in requesting invoice information
• Use this template sparingly to avoid diluting its impact and value

Collecting from key accounts

Best-practices:

• Appreciate the relationship with the customer
• Be polite and helpful with any additional details they may need in processing the payment
• Offer convenient payment options
• Attach the original invoices so that all information is available in one place

Collecting from Slow-paying customers

Best-practices:

• Share all information required in a single place
• Be up-front about the implications of continued delay in payments
• Offer support in answering any questions
• Offer convenient payment options

Collecting from Fast-paying customers

Best-practices:

• Be polite ? these customers have always paid you on-time
• Offer the benefit of doubt and ask them to reach out to customer service for any help
• Offer convenient payment options
• Attach the original invoices so that all information is available in one place