Before extending credit
Record the correct legal or trading name, billing contact, email, phone number and agreed terms. For material credit exposure, use an approval process appropriate to the size and risk of the account.
- Confirm who is responsible for payment
- Agree payment terms before work begins
- Record purchase-order requirements
- Keep contact and account details current
When raising the invoice
Send the invoice promptly and make it easy to identify the work, due date and payment method. Check that supporting documents and references requested by the customer are included.
During follow-up
Review due and overdue invoices on a regular schedule. Keep messages factual, include a clear next step and record every reply, call, promise and dispute against the account.
- Remind before or soon after the due date
- Stop automation when a dispute needs review
- Set a follow-up date for every payment promise
- Avoid contacting customers about an invoice already paid
Before escalating
Reconcile the balance and verify the communication history. Check that the action is consistent with your terms and the law applying to the account. Escalation should be proportionate and properly authorised.
Monthly review
Review outstanding balances by age, customers repeatedly paying late, broken promises, disputed amounts and accounts requiring management attention. Use those findings to improve terms, invoice quality and follow-up timing.
Run the checklist from one workspace
Tockly brings unpaid invoices, reminders, customer responses, payment promises and next actions together. It can work alongside Xero, MYOB or QuickBooks Online, or with invoices entered directly.
Related Tockly resources
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