Getting paid rests on a simple rule: an invoice gets paid when someone takes care of it. Chasing is neither rude nor aggressive; it is the normal continuation of the sale. This guide gives a five-step method, from issuing the invoice to the order-for-payment procedure, including the accounting treatment of a receivable that becomes doubtful.
1. Prepare payment from the invoice
Half of collections happens before the due date. An invoice that leaves room for doubt (disputed amount, missing payment method, wrong contact) will be paid late, even by a good customer.
Before sending an invoice, check:
- the due date written out, not just “30 days”;
- the accepted payment methods: bank account number, merchant wallet number for Orange Money, MTN MoMo or Wave;
- the reference to quote when paying (the invoice number), so the payment can be matched without hesitation;
- the right recipient: at many customers, accounts payable is not the person who placed the order.
Send the invoice on the day of delivery or service. Every day of delay before sending is a day of cash lost.
2. Chase at a known pace
An effective reminder is predictable: the customer knows it will come, and you do not have to decide each time whether to write. A common ladder:
| When | Tone | Purpose |
|---|---|---|
| 3 days before | Courteous, service | Recall the due date and payment methods |
| Due date | Neutral | Point out that the invoice falls due today |
| 3 days after | Factual | Note the delay, ask for a payment date |
| 10 days after | Firm | Recall the terms, offer a payment plan if needed |
| 30 days after | Formal | Announce what comes next (formal notice), after approval |
Always attach the invoice as a PDF: a customer who has to look for it has one more reason to put it off.
Adapt the ladder to the customer. A loyal customer who always pays a few days late deserves a light reminder; a new customer, or a balance after a partial payment, a tighter ladder.
3. Find the right tone
The tone rises from one step to the next, never all at once. Three examples:
3 days before: “Hello, invoice FC-26-AA00042 for CFA 1,431,813 falls due on 15 November. You can pay it by bank transfer or by Orange Money to the number shown on the invoice. Thank you.”
3 days after: “Hello, unless we are mistaken, invoice FC-26-AA00042, due on 15 November, has not been paid yet. Could you tell us the expected payment date?”
30 days after: “Despite our reminders, invoice FC-26-AA00042 remains unpaid to date. Without payment or a payment plan proposal within eight days, we will have to start recovery proceedings.”
A golden rule: never chase an invoice that is already paid. It is the surest way to damage a relationship. It means every receipt must be recorded and matched with its invoice before reminders go out.
4. Go formal: formal notice then order for payment
When friendly reminders get no answer, two formal steps:
- The formal notice. A letter, preferably delivered with acknowledgement of receipt, that demands payment within a set deadline and announces the procedure. It marks the start of proceedings and serves as evidence.
- The order for payment. The OHADA Uniform Act organising simplified recovery procedures and enforcement measures provides a fast procedure for a claim that is certain, liquid and due, of contractual origin. The application is filed with the competent court of the debtor’s domicile, with the supporting documents: invoice, purchase or delivery note, reminders and formal notice.
A complete, dated and traceable reminder file is your best asset at this stage. For large amounts, get support from a lawyer or a bailiff.
5. Handle the receivable in the books
A receivable whose recovery becomes uncertain cannot stay on the balance sheet at full value. Under SYSCOHADA:
- Reclassification: the receivable moves from account 411 to account 416 “Disputed or doubtful customer receivables” (4161 disputed, 4162 doubtful).
- Impairment: at closing, the probable loss is recorded as a debit to 6594 (impairment charges on receivables) and a credit to 491 “Impairment of customer accounts”, on the amount excluding VAT.
- Final loss: if the receivable is unrecoverable (judgment, customer liquidation), it moves to 651 “Losses on customer receivables”, the impairment is reversed (7594) and output VAT may be adjusted under your country’s tax rules.
If the customer eventually pays, the impairment is simply reversed.
In SynkriaOps
The Sales → Reminders module applies this method without you thinking about it every day: scenarios of steps before and after the due date, email templates with the invoice PDF attached, per-customer limits so a contact is not flooded, and human approval for firm reminders. Three ready-made scenarios follow the ladder above: a standard one, a light one for trusted customers, and one for the balance after a partial payment. A test on a real invoice shows what would go out, without sending anything.
Reminders only concern validated, unsettled invoices: a payment recorded on the invoice removes it straight away.
To put the method in place: configure automatic reminders, follow up and handle reminders and record a customer payment.