How to Handle Late-Paying Customers as a Plumber (Without Burning Bridges)

By Shelton Allenberg · QBCC Licensed Plumber & Gas Fitter (Lic. 15371578) · Gold Coast, QLD · Published 2026-06-16

The Follow-Up Timeline

Scripts That Work

Day 3 — Friendly Text:

"Hi [Name], just a quick reminder that invoice #[X] for $[amount] is due. Happy to take payment over the phone if that's easier. Cheers, [Your name]"

Day 7 — Phone Call:

"Hey [Name], it's [Your name] the plumber. Just following up on the invoice from [date] — $[amount] for the [job description]. Is everything okay? Would you like me to resend it or is there an issue with the work?"

Day 14 — Formal Email:

"Dear [Name], This is a reminder that invoice #[X] dated [date] for $[amount] remains unpaid. Payment was due [X] days ago. Please arrange payment within 7 days via bank transfer to [details]. If you're experiencing difficulty, please contact me to discuss a payment plan."

Day 21 — Final Notice:

"FINAL NOTICE: Invoice #[X] for $[amount] is now [X] days overdue. If payment is not received within 7 days, I will be forced to refer this matter to a debt collection agency. A late payment fee of $[X] has been applied as per our terms."

When to Write It Off

Sometimes the cost of chasing exceeds the invoice value. For invoices under $200, if two follow-ups don't work, it's often better to write it off and blacklist the customer than spend hours chasing. Your time has value.

Prevention Is Better Than Cure

• Take payment on-site for residential work (card reader)
• Request deposits for jobs over $1,000
• Check builder/commercial clients on payment reputation sites
• State payment terms clearly at booking
• Invoice immediately — don't wait

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