Check the basics
Confirm the invoice is correct, delivered, overdue and free of any query.
Guide
My customer won't pay — what are my options?
When a business customer stops paying, there's a sensible order of moves. Here's the ladder, from a firm reminder to professional recovery.
When a business customer won't pay, the instinct is to either let it slide or jump straight to threats — and neither works well. There is a sensible order of moves. Start by confirming the basics: that the invoice was correct, delivered and is genuinely overdue, and that there's no unresolved query holding it up. A clear, firm reminder that restates the amount, the terms and a payment deadline resolves a surprising share of accounts on its own.
If that doesn't land, the next step is a formal letter of demand, then professional recovery by a third party — which changes the dynamic without you having to escalate the relationship yourself. Court is a later, more expensive step, best reserved for disputed or stubborn accounts and taken with legal advice. Merion sits at the recovery stage: we work on commission, so there's no upfront cost, and we pursue the account firmly and professionally. This is general information, not legal advice. When you're ready, refer the account or try our recovery ROI calculator.
The sensible order
Your options, in order
A firm reminder
A clear restatement of amount, terms and deadline resolves many accounts.
Letter of demand
A formal written demand is the next escalation — professional, not aggressive.
Professional recovery
A third party changes the dynamic without you having to escalate yourself.
Tried the reminders already?
Refer the account and let a professional recovery process take over.
Common questions
Frequently asked questions
What's the first thing to do when a customer won't pay?
Confirm the invoice is correct, was delivered, is genuinely overdue and has no unresolved query, then send a clear, firm reminder restating the amount, terms and a deadline.
When should I bring in a recovery agency?
Once your own reminders haven't worked and the account is clearly overdue. A professional third party changes the dynamic, and on commission-only terms there's no upfront cost.
Do I have to go to court?
Usually not. Court is a later, more expensive step best reserved for disputed or stubborn accounts, and taken with legal advice. Most accounts resolve well before that.
What does recovery cost?
Nothing upfront — we work on commission only, charged on what we recover.
Get started
Customer still not paying?
Refer the account for a free, obligation-free appraisal.