Client Keeps Making Excuses Not to Pay? Here's Exactly What to Do

Not every delayed payment is a deliberate stall. Genuine problems happen — cash flow crises, staff illness, bank delays. The difference is in how the client communicates. If excuses continue beyond 60 days, small claims court is often a practical next step.

Track every interaction in your chase history log so you can see the pattern clearly — and reference it when escalating.

These are the excuses you'll hear most often, with how to decode what they usually mean:

Here's exactly what to say in reply to the most common excuses. Use these in email or adapt them for phone calls.

When they say: “I'll pay on Friday”

Thanks for the update. To confirm — you'll be transferring £/$/[AMOUNT]
on Friday [DATE] via [PAYMENT METHOD]?

I'll mark that in my records and will follow up if I haven't seen it
clear by end of day Friday.

When they say: “Accounts handles it, not me”

No problem — can you forward this email to your accounts team and
copy me in so I can follow up directly with them?

If it's easier, please share their contact details and I'll reach
out myself today.

When they say: “We're waiting on a payment ourselves”

I understand cash flow can be challenging. Would a partial payment
of [50% of amount] work for now, with the balance settled by [DATE]?

I can hold off on further escalation if we can agree on a written
payment plan today.

When they say: “We're disputing part of the invoice”

Thank you for letting me know. Could you specify which line items
you're disputing and the reason, so I can address it quickly?

Please note that any undisputed portion of the invoice ([AMOUNT])
remains due immediately while we resolve the disputed element.

For a full library of follow-up scripts, see invoice follow-up phone call scripts and invoice dispute email templates.

There is a point at which accepting more excuses is no longer reasonable. That point is:

• Invoice is 30+ days overdue with no payment or credible written payment plan
• You've received the same or different excuses three or more times
• The client is no longer responding to emails or calls
• They've promised a specific date twice and missed it both times
• The amount owed is growing (late fees accruing) and they haven't acknowledged it

At this point, stop trying to be understanding and move to formal escalation. Being too accommodating signals that there are no real consequences for non-payment.

Escalation doesn't have to be hostile. Frame it as a business process, not a personal confrontation:

1. 1

   Send a formal final notice

   Short, cold, business-like. State the amount, days overdue, and a 5-day deadline before formal action. No pleasantries, no apologies.

2. 2

   Stop all new work immediately

   Don't deliver another asset, call, or session until the overdue amount is settled or a written plan is in place.

3. 3

   Issue a formal letter of demand

   On your letterhead or via a solicitor. Reference your contract, the invoice number, amount, and deadline. This step alone resolves most disputes.

4. 4

   Small claims court or collections

   For amounts under your jurisdiction's threshold, small claims is fast and inexpensive. Your documented chase history is your evidence.

Read the full guide: how to write a demand letter for an unpaid invoice.

The best defence against a client who makes excuses is to build payment friction into your agreements before work starts:

• Require a 30–50% upfront deposit for all new clients before starting work
• Use Net 15 instead of Net 30 — shorter terms mean less time to manufacture excuses
• Include a late fee clause (1.5–2% per month) in every contract and invoice
• Include a stop-work clause: work pauses if an invoice is more than 14 days overdue
• Require written sign-off on deliverables before the final invoice — removes dispute leverage

See: freelance contract payment terms that protect you and how to protect yourself from non-paying clients.