Business and owner
Business:
What you sell and to whom (one line):
Where the unpaid invoice list lives:
Person who approves and sends reminders:
Backup when that person is away:
Person who handles disputes and payment plans:
Reminder steps
Write the steps you actually want, counted from the invoice due date. Leave out any step you would not take with your best customer.
Step 1 (friendly note):
- When (days before or after the due date):
- Channel (email, WhatsApp, call):
- What it says in one line:
Step 2 (firm reminder):
- When:
- Channel:
- What it says in one line:
Step 3 (owner to owner call or message):
- When:
- Who makes it:
- What it says in one line:
Customers who never get automatic drafts (key accounts, family or long-standing relationships, government buyers):
What happens after the last step (and who decides it):
Tone and wording rules
Words and phrases we use:
Words and phrases we never use (threats, penalties, legal terms unless the owner approves):
Always include: invoice number, invoice date, amount, due date, how to pay, a name to contact.
Language for each customer if not English:
What the assistant may and may not do
The assistant may:
- Draft reminders that follow the steps above, using only details from the invoice list
- Point out invoices with missing details, wrong contacts or amounts that do not match
- List which invoices are due for which step today
The assistant may not:
- Send anything on its own
- Change an amount, a due date or the payment terms
- Mention interest, penalties, legal notices or any law unless the owner has written that exact wording
- Offer discounts, payment plans or extensions
- Reply to a customer who disputes the invoice
Dispute and exception route
Signs that a reminder must stop (customer says the goods were short, damaged, late, or the amount is wrong):
Who takes it over and by when:
Where the dispute is recorded:
When reminders can start again (and who decides):
Stop rules
- No reminder goes out without the named person reading it against the invoice list first.
- If an invoice is disputed, or the customer has already promised a payment date, stop drafting reminders for it until the owner says otherwise.
- Do not invent amounts, dates, interest figures or past conversations. If a detail is missing from the list, leave it blank and flag it.
- Do not mention legal remedies, interest under any law or a complaint to any authority unless the owner has checked the wording with an accountant or lawyer.
- If a reminder would feel wrong to send to this customer in person, do not send it.