When a Promise to Pay Becomes Another Delay

Most businesses will occasionally encounter a customer who cannot pay an invoice on time. A short, clearly explained delay can often be managed without serious concern.

The difficulty begins when promised payment dates repeatedly pass without payment.

The customer may say that payment is waiting for approval, being processed or will arrive at the end of the week. Each explanation may sound reasonable, but several broken promises can quickly turn an overdue invoice into a more difficult account.

Recognising the warning signs

Warning signs can include:

• Several missed payment dates

• Different explanations being given each time

• Requests for documents that have already been supplied

• Payment being described as “in progress” without confirmation

• Calls and emails becoming harder to answer

• Part-payments being made without an agreement for the balance

One missed date does not necessarily mean that a customer is deliberately avoiding payment. However, repeated delays should not be ignored.

Setting a final deadline

If you agree to provide more time, confirm the new payment date in writing. Avoid accepting open-ended promises such as “as soon as possible”.

Where previous promises have already been broken, consider issuing a clear final request. Confirm the amount owed, refer to the missed dates and provide a reasonable deadline.

Keep copies of invoices, contracts, purchase orders and correspondence in case professional recovery becomes necessary.

When should you seek assistance?

Professional recovery may be appropriate when a customer:

• Continues to miss agreed dates

• Stops responding

• Repeatedly changes their explanation

• Refuses to provide a realistic proposal

• Raises a dispute without supporting evidence

Involving a recovery agency does not have to mean taking an aggressive approach. Structured and professional communication can often establish the reason for non-payment and create a clearer route forward.

If promised payment dates keep passing, contact Westbury Collections to discuss the next appropriate step.