How to collect from a customer who won't pay
Most unpaid jobs get resolved with two polite messages. For the ones that don't, here is an escalation path that keeps you professional and protects your position.
Reviewed September 29, 2026 · Mandalo
Step 1: Assume they forgot (day 1 to 3)
Most late payers aren't dodging you. They got busy. Send a short, friendly reminder that includes the amount, the job and a way to pay in one tap.
Hi [Name]! Quick reminder from [Business]: your $[amount] payment for [job] is still open. You can pay securely here: [link]. Thanks so much!
Step 2: Follow up more directly (about a week)
If there's no reply, follow up once more and ask whether something is wrong. This is where you find out if there's a genuine problem with the work, and if there is, fix it. Being paid for a fixed job is better than a dispute.
Hi [Name], following up on the $[amount] for [job] from [date]. If anything about the work wasn't right, please tell me and I'll make it right. Otherwise, you can pay here: [link]. Could you get that taken care of by [date]?
Step 3: Send a written demand (two to three weeks)
Send a clear written notice by email (and by mail for larger amounts) that states the amount owed, the work performed, the original due date, a firm deadline (often 7 to 10 days) and what you'll do next if it's not paid. Keep the tone factual. Attach the invoice and any proof of the completed work.
Step 4: Decide whether it's worth escalating
- Small claims court handles smaller disputes without a lawyer. Filing limits and fees depend on your state, so check your local court's website.
- A collection agency may take a large cut of what they recover.
- Writing it off is sometimes the right business decision when the amount is small compared to the time and cost.
Prevent it next time
- Send the payment link before you leave the job.
- For larger jobs, take a first payment up front. Two payment links (one now, one on completion) do the job.
- Keep a record of every request and payment. Mandalo's dashboard shows pending, paid and overdue at a glance.
- Keep photos and notes of completed work in case of a dispute.
Make it easy to pay on the spot, so there's less to collect later. Try Mandalo free.
Frequently asked questions
Can I charge a late fee?
Only if you agreed to it in advance, and your state allows it. Put late-fee terms in writing on your quote or invoice before the job.
What if the customer disputes the work?
Ask what specifically was wrong and try to fix it. Keeping photos and notes of the completed work helps if it becomes a formal dispute.
What about card chargebacks?
If a customer disputes a card payment, the dispute goes through their card issuer and Stripe. Keep job records as evidence that the work was authorized and completed.
Send your first payment link today
No monthly fee. Mandalo charges $1.50 per successful payment, plus Stripe's standard processing fees.