Free AR resources / template
Talking about overdue invoices shouldn't mean improvising under pressure. These phone scripts provide a structured starting point for friendly outreach, following up on missed payment promises and dealing with a disputed invoice.
Start by confirming you're speaking to the appropriate person and that they have the invoice. Ask whether there is an approval delay, administrative problem or genuine dispute.
Listen for information that changes the next action. A clear payment date or documented dispute is more useful than simply repeating that an account is overdue.
Note when you called, whom you spoke to, what they said, and any promise to pay or request for further information. Share an invoice copy or payment details promptly when needed.
Never imply authority or collection powers you do not have. Check applicable debt-collection and privacy requirements before using scripts for consumers or regulated accounts.
Use it as a guide. Natural, accurate conversation and the customer's circumstances matter more than perfect phrasing.
Record the customer's reason, pause inappropriate escalation and arrange for the relevant person to investigate.
A brief written summary is useful whenever you promise to resend documents, agree a payment date or need evidence of a next step.
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