Stop the stall: answer every payment excuse in writing
Turn each excuse into a dated record
The first job is not chasing the money again. It is turning every excuse into a dated record. Write down the exact words, who said them, and when. Keep the original invoice, the agreed due date, and any messages that confirm what the customer promised. Business.gov.au says proof of what was agreed matters when a contract is verbal or partly verbal. ([business.gov.au](https://business.gov.au/finance/financial-trouble/what-to-do-when-you-havent-been-paid?utm_source=openai))
That note matters because a vague promise can disappear in the next phone call. If a customer says the payment's being processed, your file should show whether that was said on Monday, after a reminder, or after a deadline you had already given. Keep all correspondence together so you can see the pattern, not just the latest excuse. ([business.gov.au](https://business.gov.au/finance/financial-trouble/what-to-do-when-you-havent-been-paid?utm_source=openai))
Ask for the payment trail
After each excuse, ask for the payment reference or remittance advice. If money has truly moved, there should be a trail you can match to your bank or ledger. Ask in writing, not just on the phone, so the request is tied to the same date as the excuse. That keeps the conversation specific and easy to follow. ([business.gov.au](https://business.gov.au/finance/financial-trouble/what-to-do-when-you-havent-been-paid?utm_source=openai))
If they say the transfer is with accounts, ask for the date it was sent, the amount, and the account it was sent from. Business.gov.au recommends checking the payment conditions in your contract and confirming the payment method. Those basics stop you from chasing a vague story when you need a clear next step. ([business.gov.au](https://business.gov.au/finance/financial-trouble/what-to-do-when-you-havent-been-paid?utm_source=openai))
Source: Official guidance
Reply with a written deadline
Every excuse needs a written, dated next step. Reply with one short message: acknowledge the update, restate the amount due, and give a firm deadline for the next action. Business.gov.au's letter of demand guidance says the letter should set out how much is owed, what for, and when payment is due. ([business.gov.au](https://business.gov.au/people/disputes/write-a-letter-of-demand?utm_source=openai))
Keep the tone firm and plain. Do not argue every detail by phone and then hope the account resolves itself. If the customer proposes another delay, answer it in writing and attach a fresh date. That way, each promise becomes a checkpoint you can track instead of another open-ended stall. ([business.gov.au](https://business.gov.au/finance/financial-trouble/what-to-do-when-you-havent-been-paid?utm_source=openai))
Set the final date
If the excuses keep coming, set your final date and say so. A clear final notice helps you separate a temporary cash problem from a customer who is stalling. Business.gov.au suggests a sequence of reminders, then a letter of demand, and if needed debt collection or other recovery help today. ([business.gov.au](https://business.gov.au/finance/financial-trouble/what-to-do-when-you-havent-been-paid?utm_source=openai))
At this point, stop resetting the calendar every time they offer reassurance. Use the final date to decide your next move, whether that is a debt collection service or another recovery step. If you are unsure how to frame the notice, business.gov.au says a legal professional can draft the letter of demand for you. ([business.gov.au](https://business.gov.au/people/disputes/debt-collection-services?utm_source=openai))
Hand it over for recovery
Once the deadline passes, hand the debt over for recovery. A stale invoice is not just older, it is less disciplined. Your file should already contain the invoice, the excuse log, the reminders, the final notice, and any payment trail. Keep it with the rest of your business records for at least five years. That is the evidence a recovery specialist needs. ([business.gov.au](https://business.gov.au/people/disputes/debt-collection-services?utm_source=openai))
Do not wait for another promise that may never arrive. Send the file, keep your records, and move on to the next account. If you want help deciding the right recovery path, contact CRP today about debt recovery. We coordinate independent qualified professionals, and we can help you sort the next step without making promises about the outcome. This is general information only. ([business.gov.au](https://business.gov.au/people/disputes/debt-collection-services?utm_source=openai))