How to request payment from customers

Collecting payment can create tension in any business relationship. Roughly four out of every five small businesses face challenges related to collecting customer payments. In theory, it should be easy to request payment for the goods or services you’ve provided, but in practice, this isn’t always the case. The phrasing, timing, and structure of your message can determine whether your customers pay on time—and how they feel about your business.

Creating a thoughtful, respectful payment approach can sustain business ties, reinforce your brand’s credibility, and keep your finances healthy. Below, we’ll explain what you should know about asking for payment from your clients, including why these requests are important, how to craft them, and common mistakes to avoid.

What’s in this article?

• Why is requesting payment important for your business?
• What details should a payment request include?
• When should you follow up on unpaid invoices?
• How can Stripe help with payment requests?
• What are common mistakes in payment requests and how can you avoid them?

Why is requesting payment important for your business?

The way you handle payment requests and invoicing has a major impact on your profits. A disorganized request creates uncertainty, which can delay payments. If your message is too abrupt, you might alienate a dependable client, and if you’re too casual or unclear about the totals and deadlines, the client might ignore or forget about your invoice.

Clear communication about payment can offer many different benefits, such as the following:

• Reinforce clarity: All parties should know what’s owed, when payment is due, and what services are covered by the invoice.

• Set the tone for future work: Fair, consistent policies will make customers more comfortable working with you again.

• Prevent delays: Polite reminders, clear terms, and well-designed invoices make it easier for customers to address the payment right away.

What details should a payment request include?

Unclear or vague payment requests could cause the customer to search for details or set the invoice aside for later. Here’s what you should include in your payment requests.

The basics

• Invoice or reference number: Include a unique ID that links the invoice or bill with a specific order, project, or agreement.

• Amount owed: State the exact total, including any taxes or fees. Ambiguity leads to mistakes and incorrect payments.

• Due date: State when payment is due. If a payment is already past due, specify by how many days or weeks it’s late.

• Payment instructions: Provide a link to settle the invoice, list the payment methods you accept (e.g., credit card, bank transfer), and provide instructions for paying.

Optional but helpful additions

• Itemized list: Record the goods delivered or services rendered and their respective costs. These details reassure customers that the invoice is accurate and allow them to see how you reached your total.

• Reminder of any additional fees: If late charges or other terms apply, include them. It’s best to inform customers of these terms in advance and reiterate them on your bill.

• Friendly tone: A brief, friendly greeting acknowledges that you value the relationship.

• Plain language: Avoid complicated terms or descriptions that obscure the services you have provided. Customers appreciate a straightforward message that’s easy to act on right away.

Choose the correct format

Consider how you typically communicate with your customers. Some might appreciate an email with bullet points, while others might prefer a short text or a phone call. Keep it concise, especially if your customers receive invoices from multiple vendors. If your brand has a casual voice, you can lean into that while remaining respectful and direct.

When should you follow up on unpaid invoices?

Even a perfect invoice doesn’t guarantee immediate payment. Invoices can get buried in an inbox, and sometimes customers just forget. Implement a structured plan, such as the one below, for friendly but firm follow-ups.

Before the due date

Send a gentle reminder a few days before the due date. This can also help customers gather the necessary documents or budget, if they’ve overlooked your invoice.

Immediately after the due date

Send a prompt, courteous follow-up a day or two after the due date. You can reference the original invoice, restate the amount due, and invite the customer to contact you if they have concerns. Remain friendly and keep the conversation open, to show you’re not making assumptions about why the customer hasn’t paid.

One week after the due date

If you still haven’t received a payment after the first reminder, send another message, generally within 7–10 days. This one can be more direct than your initial follow-up. For instance, you could say, “We’d appreciate your response regarding invoice #XXXX. Let us know if there are any issues.”

When to escalate

If multiple reminders go unanswered, you might need to escalate the matter. That could involve a phone call or more formal steps, depending on your company’s policies. It’s important to remain polite, no matter what action you’re taking. For example, you might say, “We’re contacting you again because our records show invoice #XXXX is still unpaid. Please let us know if you’re encountering difficulties. We’d like to find a workable solution.”

How can Stripe help with payment requests?

Stripe is a user-friendly, all-in-one payment solution. Many businesses rely on it to handle payment processing, recurring subscriptions, invoicing, and more. Stripe can also help with your workflows for requesting and tracking payments. Here’s a closer look.

Straightforward invoicing tools

Stripe’s invoicing system allows you to create polished invoices in a few clicks. You can add line items, your branding, tax details, and discount information. Once you’ve finalized the invoice, you can send it directly to your customer’s email address. They’ll receive a link to a checkout page where they can pay securely.

Customizable reminders

With Stripe, you can create automatic reminders to avoid contacting customers manually about overdue invoices. For example, you might configure a reminder email to go out three days before the due date, another the day it’s due, and a follow-up if the invoice is still unpaid after a week.

Support for multiple payment methods

Stripe supports a variety of payment methods, enabling you to extend that flexibility to your customers. In many cases, that alone can reduce late payments because customers can pick the method that’s most comfortable for them.

If the customer consents, you can also save their payment information for future billing. And if they sign up for automatic billing, you can use their saved payment info to charge them for repeat transactions after sending them a reminder that payment is about to be processed. This can be especially helpful with ongoing subscriptions or retainers.

Real-time tracking and analytics

One glance at the Stripe Dashboard can tell you which invoices have been paid, which are pending, and which are overdue. That visibility means you can spot patterns and see whether certain customers require repeated follow-ups. It also helps you track revenue trends and see which line items sell best. This level of detail can be invaluable for businesses.

What are common mistakes in payment requests and how can you avoid them?

Below are some pitfalls with payment requests and solutions for solving them.

Vague requests

Sending a request with a message such as, “It’s time to pay your bill. Thanks!” might sound friendly, but it doesn’t clarify anything for the customer. Which bill are you referring to? How much is owed? When is it due? Ambiguity delays payment and can lead to back-and-forth emails.

• Solution: Mention the invoice number, state the balance, and restate the due date (or how many days overdue the invoice is). If you’re referencing previous discussions, include a quick summary to refresh the customer’s memory.

Using overly formal or confusing language

Some businesses assume a payment request must read like a legal memo. But if the recipient can’t understand your invoice easily, your business could lose revenue.

• Solution: Use a clear, calm tone. Remove complicated jargon and keep the structure simple. If you must include legal terms, put them in a short reference near the bottom so they don’t distract from your main message.

Sending an unexpected invoice

Customers might be surprised to receive a charge or invoice they weren’t expecting. This can lead to delays or disputes.

• Solution: Contact customers ahead of time to inform them their invoices are on the way. For recurring transactions, send a short reminder a few days before billing customers. This heads-up sets the right expectations and avoids confusion.

Failing to provide easy payment methods

If your payment process is too complicated, customers might set the invoice aside and forget about it.

• Solution: Use a service that supports numerous payment methods. Ensure your customers can settle their invoices in a few easy steps.

Failing to follow up

Some business owners hesitate to send multiple messages for unpaid invoices because they worry that they’ll seem pushy. But without proper follow-up, your invoice might not be on the top of the customer’s mind, especially if they’re juggling numerous tasks.

• Solution: Draft a follow-up schedule. Mark dates on your calendar when you’ll send a gentle reminder and a firmer request—or automate reminders with Stripe. Gradually escalate your tone, if required.

Getting confrontational too quickly

If your first overdue notice reads like a threat, you risk destroying the goodwill you’ve built with your customer. Even if you’re upset with the delay, temper your language.

• Solution: In the early stages, give your client the benefit of the doubt. Assume there might be a misunderstanding or technical glitch. Reserve stronger language for repeated nonpayment situations, and even then, stay measured and factual.