Ideally, your customers pay their invoices on time. But sometimes a payment is late or an invoice remains unpaid altogether.
If a customer does not pay, it is important to take action. Start by contacting your customer and find out why the invoice has not been paid. If payment is still not made, you can take further steps.
"}},{"componentType":"sectionTitle","title":"Step-by-step: what to do if a customer doesn’t pay"},{"alignedImage":{"position":"right","extension":"svg","original":"https://assets.ing.com/asset/f5820797-f499-40a9-9fc9-d3e8f753694d/Administration-Business.svg","transformBaseUrl":"https://assets.ing.com/transform/f5820797-f499-40a9-9fc9-d3e8f753694d/Administration-Business"},"componentType":"paragraph","richBody":{"value":"When a customer does not pay, you do not have to take legal action straight away. In many cases, you can start by contacting the customer yourself and asking them to pay the outstanding amount.
"},"title":"Wanneer een klant niet betaalt, sta je er niet alleen voor"},{"componentType":"paragraph","richBody":{"value":"
1. Check the invoice
Make sure the invoice is correct and that the agreed payment term has expired.
2. Contact your customer
Call or email your customer and ask why the invoice has not been paid. Sometimes there is a simple explanation, such as an administrative error.
3. Send a payment reminder
Has your customer still not paid? Send a payment reminder and clearly state the outstanding amount and when payment is due.
4. Send a formal notice
If payment is still not made, you can send a formal notice requesting payment within a specified period.
5. Consider legal assistance
If your customer continues to refuse or fails to pay, legal assistance or debt collection assistance may help you recover the outstanding amount.
"},"title":"Follow these steps"},{"componentType":"testimonial","testimonialList":[{"authorInfo":{"authorName":"Example","image":{"extension":"svg","original":"https://assets.ing.com/asset/ce5abbf8-7a14-4a25-9e1b-674e378839fc/Running-a-business-spot.svg","publishedAt":"2026-08-03T07:36:22Z","transformBaseUrl":"https://assets.ing.com/transform/ce5abbf8-7a14-4a25-9e1b-674e378839fc/Running-a-business-spot","type":"image","updatedAt":"2026-08-03T07:36:46Z","width":160}},"testimonialText":{"body":"You have sent an invoice for €1,250, but the payment term has expired and your reminders have gone unanswered. If there is no dispute about the work performed or the invoice, debt collection assistance can help you recover the money you are owed."}}]},{"componentType":"sectionTitle","title":"When does an unpaid invoice become a legal dispute?"},{"componentType":"paragraph","richBody":{"value":"Tip: Keep records of invoices, agreements, reminders and other correspondence with your customer. These documents may be important if a dispute arises.
Not every unpaid invoice immediately results in a legal dispute. A dispute may arise, for example, if your customer:
Clear agreements and good documentation can help prevent discussions afterwards.
"}},{"componentType":"sectionTitle","title":"How can legal assistance help?"},{"alignedImage":{"position":"right","extension":"png","original":"https://assets.ing.com/asset/ad63e561-729c-48c2-b9d4-427813125c6e/Perso-Hoverboard-1200x1200.png","transformBaseUrl":"https://assets.ing.com/transform/ad63e561-729c-48c2-b9d4-427813125c6e/Perso-Hoverboard-1200x1200"},"componentType":"paragraph","richBody":{"value":"If you have company legal assistance insurance, you may be able to get legal support in a dispute with a customer.
Depending on the situation and your cover, legal assistance can help with issues such as:
Whether a particular situation is covered depends on the terms and conditions of your insurance.
Debt collection assistance is included in this insurance and is available if:
You cannot prevent every unpaid invoice. However, you can reduce the risk by making clear agreements from the start.
Tips to reduce the risk
Debt collection and legal assistance are not exactly the same.
Debt collection assistance focuses on recovering an outstanding payment from a customer.
Legal assistance is broader and can provide support when a legal dispute arises, depending on the cover provided by your company legal assistance insurance.
Check the terms and conditions of your insurance to see what is covered in your situation.
"}},{"componentType":"sectionTitle","title":"Useful examples and checklists"},{"componentType":"paragraph","richBody":{"value":"Good preparation can make it easier to take action when a customer does not pay.
Useful documents include:
Keep copies of invoices, agreements and correspondence as part of your records.
"}},{"componentType":"sectionTitle","title":"Frequently asked questions about customers who don’t pay"},{"accordionList":[{"richBody":{"value":"Start by checking whether the invoice and payment term are correct. Then contact your customer to find out why payment has not been made. If necessary, send a payment reminder.
"},"title":"What should I do first if a customer doesn’t pay?"},{"richBody":{"value":"Debt collection assistance helps you recover outstanding payments from customers. The exact support available depends on your insurance and its terms and conditions.
"},"title":"What is debt collection assistance?"},{"richBody":{"value":"A legal dispute may arise when you and your customer disagree about an invoice, an agreement, the work performed or the amount that needs to be paid.
"},"title":"When is there a legal dispute?"},{"richBody":{"value":"Clearly state which invoice is outstanding, the amount due and the date by which you expect payment. Keep the message professional and make it clear how the customer can pay.
"},"title":"How do I send an effective payment reminder?"},{"richBody":{"value":"You can send a formal notice and consider taking further steps to recover the outstanding amount. Depending on your situation and insurance cover, legal assistance or debt collection assistance may be available.
"},"title":"What if my customer still doesn’t pay after a reminder?"},{"richBody":{"value":"An invoice must contain the information required for your situation. Make sure the details of your business and customer, the goods or services supplied, the amounts charged and the relevant invoice details are correct.
"},"title":"When is an invoice legally valid?"},{"richBody":{"value":"Make clear agreements about prices and payment terms in advance. Invoice promptly, keep your administration up to date and follow up on overdue invoices quickly.
"},"title":"How do I prevent customers from paying late?"},{"richBody":{"value":"Your rights depend on the agreement with your customer and the circumstances. Written agreements, invoices, terms and conditions and correspondence can be important when determining your position.
"},"title":"What are my rights if a customer does not pay?"},{"richBody":{"value":"If your customer does not pay despite your reminders and requests for payment, debt collection may be a possible next step. Check whether debt collection assistance is included in your insurance before taking action.
"},"title":"When can I engage a debt collection agency?"},{"richBody":{"value":"ING offers company legal assistance insurance for business customers. The cover and conditions determine when legal assistance is available.
"},"title":"Does ING offer legal assistance for businesses?"}],"componentType":"accordion"}]},"hasMacro":false,"id":"90ca9eca-1ba3-40d8-bd6e-6585b89b2e19","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Business insurances","url":"/en/business/insurance"}},"componentType":"productHeader","coreHeader":{"headerImage":{"extension":"jpg","original":"https://assets.ing.com/asset/2c51111e-f360-4633-966a-fd2894aaa294/A-male-fashion-designer-is-on-the-phone-and-looks-at-ideas-at-his-office-workstation-while-wearing-a-measuring-tape-around-his-neck.jpg","publishedAt":"2020-10-01T12:39:30Z","transformBaseUrl":"https://assets.ing.com/transform/2c51111e-f360-4633-966a-fd2894aaa294/A-male-fashion-designer-is-on-the-phone-and-looks-at-ideas-at-his-office-workstation-while-wearing-a-measuring-tape-around-his-neck","type":"image","updatedAt":"2024-10-05T10:35:06Z","width":6439},"subtitle":"As an entrepreneur, sooner or later you may have to deal with a customer who does not pay. This can be frustrating, especially if you depend on the payment. What can you do if an invoice remains unpaid?","title":"Customer hasn’t paid your invoice: what can you do?"},"usps":[{"body":"Get your invoice paid","icon":{"extension":"png","original":"https://assets.ing.com/asset/fd8aae40-b81e-406e-bf85-a0761dfb0f93/Check_mark_outline_orange_RGB.png","publishedAt":"2022-05-26T14:51:52Z","transformBaseUrl":"https://assets.ing.com/transform/fd8aae40-b81e-406e-bf85-a0761dfb0f93/Check_mark_outline_orange_RGB","type":"image","updatedAt":"2025-06-19T14:20:37Z","width":267}},{"body":"Debt collection assistance","icon":{"extension":"png","original":"https://assets.ing.com/asset/fd8aae40-b81e-406e-bf85-a0761dfb0f93/Check_mark_outline_orange_RGB.png","publishedAt":"2022-05-26T14:51:52Z","transformBaseUrl":"https://assets.ing.com/transform/fd8aae40-b81e-406e-bf85-a0761dfb0f93/Check_mark_outline_orange_RGB","type":"image","updatedAt":"2025-06-19T14:20:37Z","width":267}},{"body":"Practical examples and documents","icon":{"extension":"png","original":"https://assets.ing.com/asset/fd8aae40-b81e-406e-bf85-a0761dfb0f93/Check_mark_outline_orange_RGB.png","publishedAt":"2022-05-26T14:51:52Z","transformBaseUrl":"https://assets.ing.com/transform/fd8aae40-b81e-406e-bf85-a0761dfb0f93/Check_mark_outline_orange_RGB","type":"image","updatedAt":"2025-06-19T14:20:37Z","width":267}}],"uspsTitle":"On this page"},"publishDate":"2026-10-19T09:20:36.942+02:00"}}