Invoice Follow-Up
Purpose: find out why an invoice is unpaid or short paid, and get it paid or correctly disputed.
When to use: Side A, when an invoice is past the client's normal payment cycle, was paid short, or has a deduction you do not understand. Side B, adapt it to answer a vendor's payment question with the same calm, factual approach.
Goal of the call: a clear reason and next step for each invoice discussed (payment date, correction needed, or dispute filed).
Version: v1.0
Before you dial
- AR tracker open, filtered to this client's unpaid and short-paid invoices
- For each invoice: number, order number, date submitted, amount, approval date, amount paid, deduction reason if any
- Client's payment cycle and dispute window
- Proof ready: approval screenshot, photos, bid approval, receipts, submission screenshot
- Client's billing contact and preferred channel (portal dispute, email, call)
- A maximum of 5 to 10 invoices per call; send a full list by email for more
Never do this: never accuse the client of withholding money, never argue about a deduction without proof in hand, and never agree to write off an amount without the vendor owner's approval.
The flow
1. Opening
You: Hi (BILLING CONTACT NAME), this is (YOUR NAME) calling for (VENDOR COMPANY NAME), vendor number (VENDOR ID). I'm calling about (NUMBER) invoices I'd like to check on. Do you have a few minutes?
Why it works: telling them how many invoices up front sets the length of the call and shows respect for their time.
2. Start with the oldest
You: The first is invoice (INVOICE NUMBER), for order (ORDER NUMBER), submitted on (SUBMIT DATE) for (AMOUNT). The work was approved on (APPROVAL DATE). I don't see a payment yet. Could you tell me the status?
Why it works: every detail they need to find it, in the order they search for it.
3. Respond to what you hear
If they say "It's scheduled for the next payment run"
You: Thank you. Which date is that payment run? ... Great, I'll look for it after (DATE).
If they say "It was rejected" or "There's a problem with it"
You: I didn't see a rejection notice. Could you tell me the reason? ... Thank you. What do you need from us to fix it: a corrected invoice, a receipt, or photos?
Write down the exact request and the resubmission method.
If they say "We don't have that invoice"
You: No problem. I have a submission confirmation from (SUBMIT DATE). Can I send it to you, with the invoice, right now? ... Where should I send it?
Short pay: "It was paid, minus a deduction"
You: Thank you. We received (AMOUNT PAID) on (PAYMENT DATE) against (INVOICE AMOUNT). Could you tell me the reason for the (DIFFERENCE) deduction?
Listen and write down the exact reason. Then:
You: Thank you for explaining. I'll review it with our team. If we have proof that changes it, what's the best way to file a dispute, and what is the deadline?
Do not argue on the call. Review with your Team Lead first.
If they say "That's a chargeback from the servicer"
You: I understand. Could you share the order number and the reason the servicer gave? ... Is there a way for us to respond with our photos and documents?
If they say "Payments are delayed for everyone right now"
You: Thank you for being open about it. Is there an expected date when payments will return to normal? ... I'll note that and check back after (DATE).
4. Repeat for each invoice, then summarise
You: To summarise: invoice (INVOICE 1) pays on (DATE). Invoice (INVOICE 2) needs (CORRECTION), which I'll send by (TIME). Invoice (INVOICE 3): I'll review the deduction and file a dispute if needed by (DATE). Is that right?
5. Close
You: Thank you for your help, (BILLING CONTACT NAME). I'll send a short email now with this summary.
Coach's note: billing teams answer polite, organised callers first. Bring the invoice number, order number, dates and amounts every time. A caller who makes the billing contact's search easy gets a faster answer than one who simply asks "where is my money".
Objections
| They say | You say |
|---|---|
| "Check the portal, don't call." | "Understood. I did check, and these (NUMBER) show no status. I'll use the portal dispute process from now on." |
| "The deduction is final." | "Thank you. Could you tell me where the policy is written, so our team can avoid it in future?" |
| "Your vendor was late on that order." | "Thank you. Could you share the date you have as the completion date? I'll compare it with our submission confirmation." |
| "Send everything by email." | "Of course. I'll send the full list with invoice numbers, amounts and proof today." |
After the call
(DATE) (TIME) · Invoice follow-up · (YOUR NAME) Client: (CLIENT NAME) · Contact: (NAME) · Invoices discussed: (NUMBER) For each: (INVOICE NUMBER): (STATUS: SCHEDULED DATE / NEEDS CORRECTION / NOT RECEIVED / SHORT PAY REASON / CHARGEBACK) · Next: (ACTION, DATE) Deduction codes assigned: (CODES) Dispute window: (DATE)
Next step: update the AR tracker for each invoice, send the summary email (Email pack: "Invoice status check" or "Short pay dispute"), and give quality-related deductions to the QC Specialist and Processor.
Check yourself
1. What details do you give for each invoice?
Invoice number, order number, submission date, amount, and approval date (plus amount paid and difference for a short pay).
2. The billing contact explains a deduction you think is wrong. Do you argue on the call?
No. Write down the reason, ask how and by when to dispute, review with your Team Lead, and dispute with proof.
3. Can you agree to write off a small short pay to "keep things friendly"?
No. Only the vendor owner can approve a write-off.
© Narqix Academy