Invoice Chasing Scripts: What to Say When Calling About Overdue Payment
When emails go unanswered, sometimes you have to pick up the phone. Here are five word-for-word scripts for every situation — from the first friendly call to the final warning before legal action.
When to Pick Up the Phone
✅ Call when:
3+ emails have gone unanswered
Large amounts (€1,000+)
You have a personal relationship with the client
The invoice is 30+ days overdue
You suspect a genuine problem (not ignoring you)
❌ Don't call when:
It's the first follow-up (email first)
Small amounts where the awkwardness isn't worth it
You're emotional or frustrated — wait
Outside business hours
You don't know who the AP contact is
Before You Call: Preparation
Going into the call unprepared makes you sound uncertain — and uncertain people get stalled. Have these ready before you dial:
Invoice number(s)
Total amount outstanding
Original due date and days overdue
Name of the correct contact (AP department, decision maker)
Your email thread — be ready to reference it
A clear ask — what specific action do you want from the call?
5 Phone Scripts for Every Situation
Script 1: First Phone Call (Friendly)
When to use: First call — 14+ days overdue, 2 emails unanswered
"Hi [Name], this is [Your Name] from [Your Company]. How are you? I'm calling to follow up on invoice #[NUMBER] for [AMOUNT] — it was due on [DATE] and I noticed it's still showing as outstanding. I sent a couple of emails but I know things get buried. Is there anything I can help with to get this processed? [PAUSE — let them speak] [If they say they'll process it:] "Great, do you have a rough idea of when I can expect it? I just want to make sure it doesn't fall through the cracks again." [If they're unaware:] "No problem at all — I'll resend the invoice right now. Is [email] still the best address?"
Script 2: Calling the AP Department
When to use: Corporate client — you need to get through to accounts payable
"Hi, I'm calling about an outstanding invoice for one of your vendors — I'm [Your Name] from [Your Company]. I have invoice #[NUMBER] for [AMOUNT] that was due on [DATE] and it hasn't been paid yet. I've emailed [contact] a couple of times. Could I speak to someone in accounts payable who can help me look into this? [Once through to AP:] "Hi, I'm [Your Name] from [Your Company] — vendor number [VENDOR ID if you have it]. I have invoice #[NUMBER] for [AMOUNT] that was due on [DATE]. Can you check the status for me?" [Get: payment date, who to follow up with, what reference to use]"
Script 3: When They Say "The Check is in the Mail"
When to use: Client claims payment is coming — you need to pin down specifics
"Oh great — when was it sent / when was the transfer processed? [If they say 'this week':] "Perfect. I'll keep an eye out. If I haven't seen it by [date 5 days away], I'll give you a quick call to check. Does that work for you? [If they're vague:] "I want to make sure it doesn't get lost somewhere. Could you send me the payment reference or transaction ID? That way I can trace it if needed. If it's a bank transfer:] "What date should I expect it to clear? Bank transfers usually take 1–3 days, so if I haven't seen it by [date], I'll be back in touch."
Script 4: When They Dispute the Invoice
When to use: Client says there's a problem — de-escalation and resolution mode
"I'm sorry to hear there's an issue — I'd really like to understand what's happened. Can you tell me a bit more? [Listen fully — don't interrupt] "OK, I understand. Let me look into that and come back to you by [specific date/time]. I want to resolve this quickly for both of us. In the meantime, is there a portion of the invoice that's not in dispute? If so, could we get that processed while we sort out the rest? [Make a note of everything — follow up by email within 24 hours to confirm what was discussed]"
Script 5: Final Call Before Legal Action
When to use: 60+ days overdue — firm, professional, final warning
"Hi [Name], this is [Your Name] from [Your Company]. I'm calling about invoice #[NUMBER] for [AMOUNT], which is now [X] days overdue. I've sent multiple emails and a formal notice letter. I haven't received payment or any response to my correspondence. I need to let you know that if payment is not received by [specific date — 7 days from now], I'll have no choice but to pursue this through the courts to recover the debt. [PAUSE — give them a chance to respond] I'd much prefer to resolve this without going that route. Is there anything that's been preventing payment that we can address today? [If no response:] "I'll be sending a formal Letter Before Action today. If you'd like to discuss further, please call me back on [number] before [date]."
Combining Phone Chasing with Email Automation
The most effective approach: let Chaser handle the first 3 weeks of email follow-ups automatically, then add a phone call at week 3 if still unpaid.
| Day | Action | Method |
|---|---|---|
| Day 0 | Invoice sent | Chaser (automatic) |
| Day 3 | Friendly reminder | Chaser (automatic) |
| Day 7 | Second notice | Chaser (automatic) |
| Day 14 | Firm follow-up | Chaser (automatic) |
| Day 21 | Phone call | You (Script 1 above) |
| Day 30 | Final email demand | Chaser (automatic) |
| Day 37 | Formal letter | You (send Letter Before Action) |
Let Chaser Handle the First 30 Days Automatically
Stop writing manual chasing emails. Chaser sends an escalating 4-stage sequence — so you only need to pick up the phone when it really matters.
Start Free →Frequently Asked Questions
When should I call a client about an overdue invoice?
Call after 3 unanswered emails, for amounts over €1,000, or when 30+ days overdue. Don't call on the first follow-up — email is better for early-stage chasing.
What do I say when calling about an overdue invoice?
Be direct but professional: 'Hi [Name], this is [You]. I'm following up on invoice #[NUMBER] for [AMOUNT], due on [DATE]. Can you let me know when we can expect payment?' Keep it short and confident.
What if the client doesn't answer when I call?
Leave a brief voicemail: 'Hi [Name], this is [Your Name] from [Company]. I'm calling about invoice #[NUMBER] for [AMOUNT] — could you call me back on [number]? Thanks.' Then follow up with an email the same day.
Is it rude to call about an overdue invoice?
No. A professional phone call about an overdue invoice is completely normal and expected. The client agreed to pay on a specific date. You're simply following up on a contractual obligation — be professional and friendly, but don't apologise for calling.