How to urge customers to make payments if they are delayed?

Whether dealing with domestic or international trade, debt collection is always an unavoidable issue in business. Compared to domestic trade, international trade often leaves salespeople feeling insecure when payment delays occur. Ideally, a single reminder would suffice to receive payment, but in reality, it often turns into postponements from today to tomorrow, and then to the day after. So, how should we handle this situation effectively? This article provides practical tips for readers.


 
Subject Lines for Payment Reminder Emails
Payment reminder emails differ from development or reply emails. While the latter focus on building connections, the goal of a payment reminder email is to recover payment as quickly as possible.
 
Therefore, the subject line should be concise and straightforward to avoid being overlooked by the client. At the same time, maintain politeness to prevent discomfort. Here are three example subject lines:
 
1. "Re: Payment for PO2516" – Neutral tone, but lacks urgency.  
2. "Payment Overdue - PO2516" – Highlights overdue payment, creating a sense of urgency.  
3. "Re: Please Help to Settle the Payment" – Polite with a request-oriented approach.  
 
The tone should be adjusted based on the client relationship and business progress. Be flexible and avoid coming across as overly rigid or blunt.
 
Treat New and Existing Clients Differently
Payment reminders should be tailored based on client type.
 
For existing clients, where a foundation of trust exists, the tone can be more casual, but always respectful to avoid seeming inconsiderate or lacking emotional intelligence. For example:  
"Please help to send me the bank slip for record." – A simple request that effectively reminds the client to make the payment.
 
For new clients, exercise caution and politeness since their temperament is unknown. Poor phrasing could offend the client and jeopardize the partnership. One approach is to first mention shipment reminders and then segue into payment, using language such as:  
"Could you please balance the payment for us?"
 
Always ensure that your reminders are well-reasoned and substantiated, rather than appearing as a desperate demand for money.
 
Maintaining Restraint and Timing
If the first email does not elicit a response or payment, follow up with additional emails.  
 
It’s important to space out these emails appropriately—typically about a week apart—to allow the client adequate time to respond. Delays may occur due to valid reasons such as leadership travel or financial staff on leave.
 
Maintain a friendly tone and carefully choose your words. Generally, a second email yields results, but if there’s no progress after 3–4 emails, consider sending a final warning.
 
A final warning should strike a balance between being firm and avoiding excessive harshness to preserve future collaboration. The tone can vary based on the client’s track record:
 
- For clients with a history of reliability:  
"We really think that you are an honest person, and we treasure our business relationship with personal friendship."
 
- For clients who frequently delay payments:  
"Please reply to us immediately for balancing the payment. If not, we have to take legal action and report this claim to the insurance company."
 
This kind of language carries legal weight and hints at potential reputational damage, which could impact their ability to cooperate with other companies.
 
Even when sending a final warning, ensure that your message is logical and professional, avoiding emotional expressions. The primary goal is to complete the transaction successfully rather than venting frustrations. Avoid prioritizing emotion over results.
 
In conclusion, debt collection is a task that requires skill and patience. Maintaining professionalism and courtesy while demonstrating firmness when necessary will ensure smooth progress in your business dealings.