Customer Accountability Network

Guide

What to do when a customer doesn't pay

Write down the facts while they're fresh, keep your evidence, contact the customer, and give them a fair chance to respond. A private record keeps it all in one place.

Step by step

  1. 1.Write down the facts

    Note the date, location, what was provided and the exact amount owed. Stick to what happened, not opinions.

  2. 2.Keep your evidence

    Save invoices, receipts, booking confirmations and messages. Attach them to the record so they stay together.

  3. 3.Contact the customer

    Reach out directly with a clear, polite reminder of what is owed and how to pay. Many unpaid bills are honest mistakes.

  4. 4.Give them a chance to respond

    When you file a private record, the customer can see it for free, reply with their side and dispute anything inaccurate.

Keep it fair

  • Only record real interactions, supported by evidence where possible.
  • Never record protected characteristics, retaliation or personal disputes.
  • Records are private and must not be used for credit, employment, tenancy or insurance decisions.

Document unpaid bills privately. Free during early access.

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Also read how to handle no-show customers or see features for businesses.