What to do when a customer says they never received the invoice
Are you tired of hearing, “We never received the invoice”? Learn how to effectively improve invoice delivery, reduce delays, and follow up with Sage AR Automation.
Late payments are frustrating—especially when they come with the same excuse every month: “We never received your invoice.” While it’s possible an email went to spam or the recipient changed, hearing this repeatedly can make the situation feel more like a delay tactic than a genuine error.
Fortunately, there are simple steps you can take to avoid this issue and ensure customers receive your invoices the first time. Here’s how to improve invoice delivery and reduce payment delays.
Perfect your email subject lines
Subject lines can make or break invoice visibility. If your subject includes words like “Pay now” or other spam triggers, your email might be flagged and never seen.
To increase delivery success:
• Include the invoice number and company name, e.g., “Invoice #1234 for Company XYZ”
• Keep the subject line clear and professional
• Avoid words that sound overly promotional or urgent
Being specific helps the customer recognize the invoice and reduces the chances of it being filtered out.
Confirm the right recipients
Sometimes the issue isn’t technical—it’s just being sent to the wrong person. Common scenarios include:
• A contact who’s left the company
• Invoices sent to a sales contact instead of accounts payable
• Changes in staff or departmental responsibilities
Always verify that you’re sending invoices to the correct, current email address. If necessary, request updated billing contact information from the customer.
Ask to be whitelisted
A straightforward fix: ask customers to add your email address to their contacts or whitelist it. This can help ensure future invoices bypass spam filters entirely and land directly in the right inbox.
Use invoicing software to stay ahead
Modern accounts receivable automation software, such as Sage AR Automation, allows you to track invoice delivery, send follow-up reminders, and offer a secure payment portal—all in one place.
Benefits include:
• Verifiable delivery logs so you can confirm when an invoice was sent
• The ability to resend an invoice with one click during a phone call
• A secure portal where customers can view and pay invoices by card or ACH
Instead of chasing down paper trails or resending the same invoice multiple times, automation gives you real-time visibility and control.
Say goodbye to unpaid invoices
Download our guide for 7 tips to get your invoices paid faster.
Be proactive, not frustrated
If a customer says they never received an invoice, stay calm—and be prepared. While you’re on the phone with them, resend the invoice and ask them to confirm receipt in real time. This keeps the conversation productive and helps prevent future delays.
