Use these scripts as a framework, not a word-for-word recitation. Your tone and personality matter more than perfect wording. The goal is to move from "it is overdue" to "here is when you will pay" in a single conversation.
First Call — Friendly Opening
Invoice 1–14 days overdue; assume good faith.
Opening
Hi {{customer_name}}, this is {{your_name}} from {{company_name}}. Do you have a moment? I am calling about invoice {{invoice_number}} for {{amount}}, which is just a little overdue. Have you had a chance to look at it?Body
Great. So it was due on {{due_date}}, and we have not yet received payment on our records. I just wanted to make sure there were no issues on your end — sometimes invoices get caught in inboxes or approval workflows.
Can you help me understand where this is in your process? Is it approved and waiting to be sent, or is there something I should know about it?Closing
Perfect. Here is what I suggest: I will resend you a copy of the invoice and a payment link by email right now. Could you look it over today or tomorrow and let me know if you have any questions? If everything is clear, we can get it settled quickly. Does that work for you?
Follow-up Call — Broken Promise
Invoice 15–45 days overdue; promised payment has not arrived.
Opening
Hi {{customer_name}}, this is {{your_name}} from {{company_name}} again. I am following up on invoice {{invoice_number}} — you had mentioned you would get payment to us by {{promised_date}}, but we still have not received it. Is now a good time to talk about it?Body
I appreciate you taking the call. Look, I want to understand what is going on here. When we last spoke, you said payment would be {{promised_date}}. That was {{days_ago}} days ago. Has something changed on your end that is holding this up, or has it just slipped through the cracks?
{{if_slipped}}: These things happen, but we do need to close the loop now.
{{if_issue}}: I want to help figure this out. What would it take to get this settled?Closing
Here is what I need: a firm commit on when payment will land. Not {{promised_date}} again — I need a date you know will happen. Once I have that, we can move on. Can you give me that today?Call Script — Dispute or Pushback
Customer disputes the invoice or claims it was not approved.
Opening
{{customer_name}}, I hear what you are saying — you are saying the invoice was never approved / there is a problem with it. Help me understand exactly what the issue is so we can sort it together.Body
I see. So the problem is {{issue_summary}}. That is useful to know. Here is what I can do:
First, let us get the facts straight. [Use this script based on their response]:
{{if_not_approved}}: Can you walk me through your approval process? If you did not approve it, who on your team would have? Let us get them on a quick call or email.
{{if_quality_issue}}: What specifically did not meet your expectations? I want to make sure we deliver what was promised next time.
{{if_terms_mismatch}}: Let me look back at the agreement. You are saying the terms were different. Can you point me to where you see that in the contract?
One thing I want to be clear on: even if there is a dispute, that does not mean we can just leave it hanging. Let me propose this...Closing
Here is my offer: You send me, in writing by {{resolution_date}}, exactly what the issue is — with evidence if there is a disagreement. I will review it and either get back to you with a solution or escalate to my supervisor to get it resolved. But I need that from you by {{resolution_date}}. Is that fair?Common objections & how to respond
Use this table as a quick reference when a customer raises a concern. The goal is to acknowledge their point, then move the conversation toward a commitment to pay.
| Objection | How to Respond |
|---|---|
| The invoice is too old; we will not pay it. | I understand the concern. The invoice is from {{original_date}}. Our payment terms are {{terms_agreed}}, so this is legitimately owed. What would it take for you to settle this — is it the amount, or are you looking to dispute it altogether? Let us focus on getting this closed. |
| We are having cash flow issues right now. | I hear you. Many businesses face cash flow pressures. Rather than let this drag on, let us find a solution that works. Could you pay half now and half on {{proposed_date}}? Or would you prefer a three-installment plan? What feels workable for your cash position? |
| We have not received the invoice. | Let me send it to you again right now — I will email it and also text a payment link. Can you check your spam folder too? Once you have it, take a look and let me know if you have any questions. I will follow up with you tomorrow to confirm you received it. |
| We did not receive the goods / services. | That is a serious concern. Help me understand exactly what you mean. Did the goods never arrive, or is there a quality issue? [Listen, clarify]. If something genuinely was not delivered, we need to treat this as a separate issue from payment. Let me escalate this internally, and I will get someone from our delivery team to call you by {{follow_up_date}} to resolve it. |
| This is not the right person to ask about payment. | Fair point. Can you point me to the person who handles accounts payable, or give me their email? I want to make sure this gets to the right desk. What is the best way to reach them? |
| Just send me an email reminder. | Happy to. I am sending you an email right now with the invoice and payment details. But since we have you on the phone — can you commit to looking at it today and getting back to me by {{next_day}} if there are any issues? That way we can keep this moving. |
Tips for better outcomes
- Assume good faith on the first call — most overdue invoices are oversights or cash flow issues, not refusals.
- Make it easy for them: have the invoice ready, offer to resend it, and provide a payment link.
- Listen first, talk second — let them explain their side before pivoting to your solution.
- Offer flexibility: a payment arrangement is better than no payment at all.
- Keep meticulous notes on every call — dates, promises, and the customer's stated reasons matter later if escalation is needed.
- If a promise is broken, follow up quickly. Delay signals weakness and makes the next call harder.