What to Do When a Customer Won't Pay

You did the job. They seemed happy. Then... silence.

The invoice sits there. Days turn into weeks. Every text goes unanswered. Every call goes to voicemail. You start to wonder if you'll ever see that money.

It's one of the worst feelings in the trade. You gave your time, your skill, your materials - and now you're being ghosted.

This guide tells you exactly what to do. Step by step. When to be patient, when to push harder, and when it's time to get serious.

First: Don't Panic, Don't Rage

Before you do anything, take a breath.

Don't:

• Fire off angry messages
• Threaten to "come round and sort this out"
• Bad-mouth them on social media
• Go to their property to confront them

These feel satisfying in the moment but they hurt your case. If this ends up in court, aggressive behaviour works against you.

Do:

• Stay professional
• Document everything
• Follow a clear process
• Keep communication in writing

Step 1: The Friendly Reminder (Day 1-7 After Due Date)

Maybe they forgot. Maybe the email went to spam. Maybe they're waiting for their own money to come in.

Give them the benefit of the doubt - once.

What to Say

Text/WhatsApp:

"Hi [Name], hope you're well. Just wanted to check the invoice for the [job description] came through okay? The balance of €[amount] was due on [date]. Let me know if you need me to resend the payment link. Thanks, [Your name]"

Email:

Subject: Invoice [number] - Friendly reminder

Hi [Name],

Hope this finds you well. I wanted to follow up on Invoice [number] for the [job description] work completed on [date].

The balance of €[amount] was due on [due date]. If payment has already been sent, please ignore this reminder.

For convenience, here's the payment link again: [link]

Let me know if you have any questions.

Best regards, [Your name] [Phone number]

What If They Respond?

If they say they'll pay soon: Ask for a specific date. "Great, when can I expect it?" Follow up on that date.

If they raise an issue with the work: Address it professionally. If it's legitimate, fix it. If it's an excuse, note that you're happy to discuss but payment is still due.

If they ignore you: Move to Step 2.

Step 2: The Formal Reminder (Day 7-14)

Still nothing? Time to make it official.

What to Say

Letter or Email:

PAYMENT REMINDER - INVOICE [NUMBER]

Dear [Name],

I am writing regarding the outstanding balance on Invoice [number] dated [date] for [description of work] at [address].

Amount due: €[amount] Original due date: [date] Days overdue: [number]

Despite my previous reminder on [date], this amount remains unpaid.

Under the European Communities (Late Payment in Commercial Transactions) Regulations 2012, I am entitled to charge interest at 8% plus the ECB base rate on overdue amounts, plus compensation for debt recovery costs.

I would prefer to resolve this matter without additional charges. Please arrange payment within 7 days of this notice.

Payment can be made via:

• Card payment: [payment link]
• Bank transfer: [bank details]

If you are experiencing difficulties, please contact me to discuss payment arrangements.

If I do not receive payment or a response within 7 days, I will have no choice but to pursue formal debt recovery procedures.

Yours sincerely, [Your name] [Business name] [Contact details]

Send It Properly

• Email: Request read receipt if possible
• Post: Send recorded delivery so you have proof they received it
• Keep a copy: You might need it later

Step 3: Final Demand (Day 14-21)

They've had two reminders. They know you're serious. This is their last chance.

The Final Demand Letter

FINAL DEMAND FOR PAYMENT

Dear [Name],

Reference: Invoice [number] Amount due: €[amount] plus accrued interest of €[amount]

I have previously written to you on [dates] regarding the above outstanding invoice. No payment has been received and no response has been provided.

This letter constitutes final demand for payment.

You have 7 days from the date of this letter to pay the full amount owed.

If payment is not received by [specific date], I will:

1. Add statutory late payment interest and compensation charges
2. Refer the debt to a debt collection agency, and/or
3. Issue proceedings in the Small Claims Court / District Court

All additional costs incurred in recovering this debt will be added to the amount owed.

I strongly encourage you to make payment immediately to avoid these additional costs and formal proceedings.

[Bank details / payment link]

Yours sincerely, [Signature] [Your name]

Send It Recorded Delivery

This is important. Proof that they received the final demand matters if you go to court.

Step 4: Time to Escalate (Day 21+)

If they still haven't paid after the final demand, you have options.

Option A: Small Claims Court (Debts Under €2,000)

The easiest legal route for smaller amounts.

How it works:

1. Fill in the small claims form online at courts.ie
2. Pay the fee (€25)
3. Court contacts the other party
4. They have 15 days to respond
5. If they don't respond or dispute, a decree is issued against them
6. If they dispute, there's a hearing (usually informal)

Pros:

• Cheap (€25)
• No solicitor needed
• Relatively quick
• Most people pay once they get court papers

Cons:

• Only for debts under €2,000
• Getting payment after winning can still be difficult

Option B: District Court (Debts €2,000 - €15,000)

For larger amounts, you need the District Court.

What to know:

• Filing fee around €80
• May need a solicitor (adds cost)
• Process takes longer
• But you can recover more

Option C: Debt Collection Agency

Hand it over to professionals.

How it works:

• Agency contacts debtor on your behalf
• They use letters, calls, and credit file threats
• If successful, they take a percentage (15-25% typical)

Pros:

• You don't have to deal with it
• They're experienced
• Often gets results

Cons:

• Costs you a percentage
• No guarantee of success

Option D: Statutory Demand (For Limited Companies)

If you're owed money by a limited company (not an individual), you can issue a statutory demand.

This is serious - it's a formal notice that you'll petition to wind up the company if they don't pay. Companies usually pay fast when they receive one.

Warning: Only use this if the debt is genuinely undisputed. Misusing it can backfire.

Your Legal Rights on Late Payment

Under Irish and EU law, you're entitled to:

Late Payment Interest:

• 8% + ECB base rate per year
• Calculated daily from when payment was due
• You don't need to specify this in contracts - it's automatic for B2B

Fixed Compensation:

• €40 for debts up to €1,270
• €70 for debts €1,270-€12,700
• €100 for debts over €12,700

Recovery Costs:

• Reasonable costs of collecting the debt

Should You Charge Interest?

Technically you can. Practically, it's a judgement call.

• For small debts, it might not be worth the hassle
• For large debts, it adds up and shows you're serious
• If you go to court, the judge can award it

How to Stop This Happening Again

Take Deposits

The customer who won't pay €3,000 at the end would have paid a €1,000 deposit at the start. Always take deposits.

Use Milestone Payments

For bigger jobs, get paid as you go. Foundations done = payment. First fix done = payment. Don't carry all the risk.

Invoice Immediately

Invoice the day you finish, not three weeks later. The longer you wait, the less urgent it feels to them.

Make Paying Easy

Include a payment link. Accept card payments. Remove every possible friction.

Check New Customers

For big jobs with new customers, ask for references or check their history. Red flags at the start predict problems at the end.

Get It In Writing

Written quotes accepted in writing. Clear payment terms. If it's not documented, it's hard to enforce.

What Manano Does Differently

Manano builds payment protection into everyday invoicing:

Payment links: Every invoice has a "Pay Now" button. Customer pays in one tap. No excuses about bank details.

Instant invoicing: Send invoices from site in 30 seconds. Don't wait until you get home.

Payment tracking: See exactly what's been paid and what's outstanding.

Records kept: Every quote, invoice, and payment documented automatically.

Faster payment: When customers can pay by card in one tap, they pay faster. Average payment time with Manano is hours, not weeks.

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Quick Reference: The Timeline

Day	Action
1-7	Friendly reminder by text/email
7-14	Formal written reminder
14-21	Final demand letter (recorded delivery)
21+	Escalate: Small claims, debt collection, or solicitor

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When to Write It Off

Sometimes a debt isn't worth chasing. If:

• The amount is tiny (under €100)
• The customer has disappeared completely
• They genuinely can't pay (bankrupt, etc.)
• The legal costs would exceed the debt

...it might be time to learn the lesson and move on. Use it as motivation to protect yourself better next time.

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The best way to deal with non-payment is to prevent it. Manano helps you get paid faster with instant payment links. Try it free: Get Started on WhatsApp