Scripts and Templates for Chasing Payments Professionally

Will, EnableUs Community

Alright, welcome back to the EnableUs Community Podcast! Will here, and as always, I’m joined by Winter. Today, we’re diving into something that, honestly, no one really enjoys—chasing up payments. But, as we’ve said before, it’s all about doing it with a bit of confidence and a lot of respect, right?

Winter, EnableUs Community

Absolutely, Will. And I think it’s worth saying up front—getting paid is just part of running a service, but how you go about it can make all the difference. So, before you even send that first reminder, there’s a bit of groundwork to cover. You want to make sure you’re not jumping the gun or, you know, accidentally making things awkward.

Will, EnableUs Community

Yeah, and that groundwork is pretty simple but easy to overlook. First, double-check that the invoice actually went to the right person. I mean, I’ve done it—sent an invoice to the wrong plan manager because I mixed up two similar names in my contacts. Got a very confused reply, but a quick, polite correction sorted it out. So, always check the email address or portal before you hit send.

Winter, EnableUs Community

And don’t forget to make sure the invoice itself is spot on. That means all the details—NDIS number, line item, service date, your ABN, the total—are correct. If there’s a mistake, it can really slow things down. Plus, you want to be sure you’ve actually given them enough time to pay, based on your payment terms. If it’s only just overdue, sometimes a gentle nudge is all that’s needed.

Will, EnableUs Community

Exactly. And when you do send that first reminder, keep it light. Something like, “Hi [First Name], just a quick reminder that invoice #[1234] is now due. I’ve attached it again for your convenience.” It’s not pushy, it’s just a friendly check-in. And always attach the invoice again—don’t make them go digging for it.

Winter, EnableUs Community

Yeah, and the subject line matters too. Keep it clear—something like “Quick Reminder Invoice #[1234] for [Service Name].” That way, it doesn’t get lost in their inbox. The whole idea is to make it as easy as possible for them to pay, and to show you’re there to help if they need anything clarified.

Will, EnableUs Community

And, look, if you do make a mistake—like I did with that plan manager—just own it, fix it, and move on. People appreciate honesty and a bit of humility. It keeps things positive, which is what you want if you’re going to keep working together.

Winter, EnableUs Community

So, let’s say you’ve sent that first reminder and...crickets. No reply, no payment. This is where you shift gears a bit, but you still want to keep it professional. Usually, if it’s about seven days overdue, it’s time for a more direct follow-up. But you’re not going in hard—just a bit clearer about the terms.

Will, EnableUs Community

Yeah, and this is where you can reference the service agreement, like, “As per our agreement, payment was due within X days.” Still polite, but you’re reminding them of what was agreed. And again, attach the invoice, and let them know you’re happy to help if there’s a reason for the delay. Sometimes it’s just an admin hiccup on their end.

Winter, EnableUs Community

Exactly. And if you still don’t get a response, that’s when you might need to take a firmer stance. So, after about 14 days, you’d send a third reminder—something like, “We kindly request payment by [specific date] to avoid any interruption to services.” But you’re still showing empathy, offering to discuss solutions if they’re having trouble.

Will, EnableUs Community

I think that’s the key—being firm but not losing that human touch. You’re running a business, but you’re also working with people who might be dealing with all sorts of stuff. And, Winter, you had a great example of this with a plan manager, didn’t you?

Winter, EnableUs Community

Yeah, I did. There was a participant’s plan manager who’d missed a couple of invoices, and instead of just sending a stern email, I reached out with a clear but empathetic message—basically, “Let me know if there’s anything you need from my end.” They replied the same day, apologised, and sorted it out. Sometimes, just showing you’re willing to help makes all the difference.

Will, EnableUs Community

And that’s something we talked about in our episode on late payments—balancing boundaries with compassion. It’s not about being a pushover, but it’s also not about burning bridges over one late invoice.

Winter, EnableUs Community

Now, let’s talk about what happens behind the scenes—documentation. Every time you send a reminder, log it. Keep a record of emails, attach the invoice each time, and always use a trackable format like PDF. It’s not just about being organised; it protects you if there’s ever a dispute.

Will, EnableUs Community

Yeah, and if you do have to send that final notice—like, “Service Hold Due to Outstanding Invoice”—it’s important to keep the tone respectful. You’re outlining your next steps, but you’re not slamming the door shut. Something like, “We value our work with you and are happy to resume as soon as payment is resolved.” It leaves the relationship open for the future.

Winter, EnableUs Community

And when you’re dealing with plan managers, keep your messages concise and non-confrontational. They’re often juggling a lot, so a clear subject line and a short, polite message can really speed things up. If there’s an issue, offer flexible solutions—like split payments if that helps. The main thing is to keep the conversation moving forward, not stuck in blame or frustration.

Will, EnableUs Community

Totally. And, look, chasing payments isn’t anyone’s favourite job, but if you do it with consistency, respect, and a bit of empathy, it gets easier. Plus, you’re protecting your business and your relationships at the same time.

Winter, EnableUs Community

That’s it for today’s episode. If you want to grab those scripts and templates, check out the show notes. And if you missed our episode on late payments, go back and have a listen—it ties in really well with what we covered today.

Will, EnableUs Community

Thanks for tuning in, everyone. We’ll be back soon with more tips to keep your NDIS business running smoothly. Winter, always a pleasure.

Winter, EnableUs Community

Thanks, Will. See you next time—and good luck with those invoices!