Top 10 excuses customers use for unpaid invoices

Almost all entrepreneurs will encounter it sooner or later: a client who does not pay their invoice. Sometimes there is a legitimate reason for it, but often a client is simply trying to buy time with a creative excuse. That is why we have listed the 10 most common excuses and how you should deal with them.

Excuses from practice

The specialists at incasso.nl speak to many private and business debtors daily. If a client cannot pay an invoice for a moment, they frequently fall back on an excuse. Often, someone wants to buy time with an excuse. Curious about the 10 most frequently used excuses from clients? We have listed them for you.

1. "We never received the invoice!"

If someone has not received an invoice, they cannot pay it. Fortunately, almost no invoices are sent via regular mail anymore, as they could indeed get lost there. With digital invoicing or read receipts, it is much harder to claim that an invoice was not received anyway.

Tip! Use emails with tracking or an online system, so you can demonstrate that an invoice was delivered. And check if your invoices ever end up in the spam folder. There are often concrete solutions to prevent this.

2. "We lost the invoice..."

At the moment the invoice has been received, it could of course also get lost. Fortunately, most invoices are now stored directly digitally or even in the accounting system. Losing them is almost impossible anymore.

Tip! Send a payment reminder in a timely manner with a new payment term. This allows you to maintain control over progress.

3. "The person who handles payments is away..."

Previously, the payment process often lay with one person (the accountant), but with current banking apps and digital authorizations, that is no longer a valid excuse. Everyone is reachable everywhere.

Tip! Reply kindly but clearly: "Could you please ensure that you pass it on internally, so we can still finalize it today?"

4. "We have already paid!"

The most common excuse of all. Often followed by vague promises about a transfer 'yesterday' or 'the day before yesterday.' If a client indicates they have already paid, this immediately creates an unpleasant feeling. After all, you have 'wrongly' accused a client of non-payment.

Tip: Always ask for proof of payment or a screenshot of the transaction. This allows you to quickly clarify whether the payment has actually been made and take action if this is not the case.

5. "The invoice is incorrect"

If the client indicates that errors have been made on the invoice, it is important to rectify this as quickly as possible. At least, if something is truly incorrect, because often this is also an excuse to buy time. Furthermore, the client could have approached you at the moment the invoice was sent.

Tip! If something is truly wrong with the invoice, it is important that you take it seriously and rectify the errors neatly and professionally. Subsequently, the client can pay the invoice properly.

6. "We are still waiting for payment from our client"

Another frequently used excuse is 'shifting behavior.' Because your client has not yet been paid by someone else, your invoice cannot be paid. The client makes you dependent on someone else's cash flow.

Tip! Make it clear to the client in the right tone that you have made an agreement together, regardless of the situation with others. Prevent others' problems from becoming your problems and stay on the ball.

7. "Our systems were down" or "There was a glitch"

Unfortunately, digital systems sometimes experience glitches. It can happen that a glitch prevents a payment from taking place. Fortunately, it often does not take long before the systems are back online and payment traffic can be quickly resumed. Often, this excuse is therefore used to buy some time.

Tip! Ask when the glitch is resolved and immediately make a concrete appointment regarding payment and follow-up contact.

8. "We have a new accounting system"

This excuse is often used in the first quarter of the year. This is the period when companies can switch to a new accounting system. However, such a switch should not cause invoices to be paid late.

Tip! Show understanding, but indicate that payment should not suffer because of this. Possibly, payment via another system could be an option.

9. "We are having an internal discussion about the invoice"

This answer suggests there are comments or remarks regarding the invoice. Often these are vague or without details, and used to buy time.

Tip! Ask who needs to be consulted and what any uncertainties are. Offer to provide clarification.

10. "We thought we only had to pay later"

Some clients try to stretch the payment term by claiming that the terms were not clear.

Tip! State the payment term clearly on your invoice. Also, clearly state in your general terms and conditions what happens if a client does not pay. This provides clarity and prevents possible surprises.

Conclusion

The chance is high that you have heard one or more of the above excuses from your clients at some point. As an entrepreneur, it is vital to be proactive with accounts receivable management and not to be too nonchalant about unpaid invoices.

Always remain professional and communicate clearly, even if you suspect a client is using excuses. Sometimes there are legitimate reasons for a payment delay. But be alert: the longer you wait to take action, the smaller the chance of payment.

If a client is truly stalling you, it is important that you take action in a timely manner. For example, by engaging a collection partner that will collect the invoice for you. At incasso.nl, we know exactly how to react to your clients' excuses. Create a direct account and submit your unpaid invoices. Then we will collect the money you are entitled to.