Polite payment collection phrases can be exactly what your business needs to improve its cash collection. When combined with the implementation of an efficient accounts receivable software, the possibilities increase even more. Improve your strategy by making better use of accounts receivable.
The way we communicate is crucial not only to obtain payment promises or collect outstanding debts, but also to avoid damaging relationships with customers. This is especially important because the goal is not to lose them, but to encourage them to pay, settle their debt, and continue using our products or services.
As part of an efficient collections strategy, it is important for your collections agents to take the time to design payment request phrases that are effective. These phrases are not chosen at random; they must take into account the customer segment they are addressing and the stage of the collections process they are in.
Do you need to know which phrases are most effective for collecting money from a customer? In this post, we’ll tell you more.
What will you find in this text?
1. Written messages for collecting payments
Basically, written messages for collecting payments should be concise and useful. In this sense, it’s best to avoid unnecessary phrases. That said, you can still deliver a kind and cordial written message. The tone, on the other hand, will depend on how overdue the payment is.
For example, if we need to choose polite payment collection phrases before the due date, we might consider a message like the following:
Example of polite written payment collection phrases:
a. Email
Hello [Customer Name],
We are contacting you on behalf of [Company Name] to remind you that the due date for the invoice related to [Service/Product Description] is approaching.
We invite you to make the payment using the following methods:
[Payment Method(s)]
Thank you very much for your attention to this matter. We are available to answer any questions you may have.
Kind regards,
[Department or Collections Agent Name]
[Company Name]
[Contact Information]
b. Text message: payment collection phrases through this channel should be shorter; a useful example would be the following:
Hello [Customer Name], this is a reminder that your invoice due date is approaching. You can make the payment here [payment link]. Thank you.
c. WhatsApp: On this platform, the message can be longer than the previous one, and since it is less formal, we can include emojis in the collection phrases to make them more friendly.
Hello [Customer Name] 😊, we just wanted to remind you that the payment for your invoice is coming up. Please make sure to complete it on time to avoid any inconvenience. You can easily do so through the following link: [payment link]. We’ve also attached the invoice for your convenience. Thank you for your attention! 🙏 [Company Name]
And what should messages look like if the customer has forgotten to pay their invoice and is therefore already overdue? In this case, it will also depend on how long the payment has been overdue. The following examples may be useful for a customer with only a few days past due, where we can assume the delay is due to forgetting the payment date rather than unwillingness to pay. In this situation, the tone should remain friendly but slightly firmer, even mentioning the consequences of further delays, such as increased interest.
a. Example of an email message
Subject: Urgent Payment Reminder
Dear [Customer Name],
We are writing to remind you that your invoice number [Invoice Number] was due on [Date].
Attached you will find a copy of the invoice for your reference. Please make the payment as soon as possible to avoid additional charges.
We remain available to answer any questions or concerns you may have.
Sincerely,
[Sender Name]
[Company Name]
[Contact Information]
b. Example of an SMS message
Hello [Customer Name]. This is a reminder that your invoice [Invoice Number] was due on [Date]. Pay here [Payment Link] to avoid late fees. Thank you.
c. Example of a WhatsApp message
Hello [Customer Name] 😊,
We just wanted to remind you that your invoice number [Invoice Number] is currently overdue. Please make the payment as soon as possible to avoid additional charges. We’ve attached the invoice for your reference. Thank you for your attention!
[Company Name]
2. Polite phrases for collecting payments by phone
Phrases for customers who don’t pay should not only be considered for written communications, but also for phone calls. In this case, to improve the performance of collections agents, it’s important to work with scripts that include some strategic phrases.
So, what are the best phrases for debtors who haven’t paid? These phrases to help you collect what you’re owed can be useful as part of your collections script.
“Can we discuss how we can resolve this situation together?”
This debt collection phrase is useful because it invites the customer to actively participate in resolving the issue, which can help establish a positive collaboration and find a mutually beneficial solution. It also shows empathy and a willingness to work together to resolve the problem.
“Could you please confirm whether you received our notification regarding this matter?”
This collection phrase helps verify whether the customer has received the previous communication about the outstanding payment, ensuring they are aware of the situation and enabling a more effective conversation on the matter.
“Is there any specific reason why the payment has not yet been made?”
This question shows genuine interest in understanding the customer’s circumstances and the possible reasons behind the delayed payment. It can help identify any underlying issues that may be hindering the payment process and allow you to find an appropriate solution.
“Can I help you complete the transaction?”
By asking if you can help, you show willingness to guide the customer through the payment process, especially if they are experiencing difficulties making the payment online.
Use these phrases to motivate your customers to pay, and you’ll see how your relationships and communications with them improve. Don’t forget to implement Moonflow to achieve better collections management with the best collections software on the market. In addition, by using it, you can automate the sending of payment reminders and the scheduling of calls.