It’s simply inevitable in the world of collections. You will have customers that will avoid you and, ultimately, try to avoid payment. However, you need to collect on that cash. Without it, your business will suffer. Therefore, you have to try every option you have in the book to attempt to get paid.

The following 3 tips we give aren’t just for the same old bag of tricks that every collector is using. At this point, you’ve done your due diligence. You’ve send your collection letters and follow up emails. You’ve tried connecting via collection call and reached out on multiple occasions. What more can you do? Try out these three steps below if your customer won’t pay.


Most likely, you’ve been given one or two contacts at the company in order to receive payment. Take a good look at these contacts. One might be the person who initiated the sale, but is not responsible for payment, and one might be an accounts payable specialist. If this is the case, try and find a different contact who is higher up in the company, such as an accounting manager or even the owner. This is when you will have to use your sleuthing skills. One good tool to use in this case is LinkedIn. You can search through the employees on the company to try and find the title of the person you’re looking for. If the company has a “meet the team” list on their website, you can try calling into the company directly and asking for the person that you think will help you finally get this invoice paid, or give you more insight into why it isn’t.


It’s VERY easy to ignore an email. Delete it and it’s like it was never there. It’s also pretty easy to ignore a phone call. Just let it skip right through into voicemail. However, it’s impossible to ignore someone face-to-face (or it’s at least very rude to do so). Schedule an in-person meeting with the contact at the company where you’re struggling to get a payment. If they’re in your area, consider popping by to check up with them and see if you can get them to talk to you about why they’ve been ignoring your attempts to collect. They won’t have much of a choice to ignore your attempts when you’re standing right in front of them.


You should have thorough documentation of every attempt you’ve made to get in contact with your customer. Every email should be archived, every phone call should be logged and recorded and every note you have should be documented. This will come in handy if you get in contact with someone higher up in the company, if you finally get an in-person meeting or if you, unfortunately, have to take legal action. You can say exactly how many times your customer refused to return your emails or never answered a call, proving that you made ample attempts to get them to pay on time. If you’re using an automated accounts receivable solution, this documentation will be done automatically.