Last Updated January 9, 2025
Figuring out how to respond to an outstanding payment email is a common stressor for business owners when an invoice has not yet been paid to vendors. Whether due to cash flow issues or because you simply forgot, getting a payment request email can fill you with a sudden sense of dread.
But you’re not alone if you’re struggling to pay quickly—it’s very common for B2B invoices to be paid late, so rest assured your vendors have problem been in this position before. A recent Chaser study revealed that 9 in 10 businesses are paid late. And according to Xero’s Small Business Insights study, small businesses in particular are used to receiving late payments, as they are paid 8 days after the agreed-upon date, on average.
You can salvage the situation by knowing how to handle it with confidence. So let’s talk about steps to take when you’re behind on payment and you need to respond to a payment request.
Why Vendor Inquiry Management Is Important
Vendor inquiry management is a system that vendors use to handle vendor service and support, primarily through tracking invoice information and status. These systems enable vendors to see when an invoice has been filled, is approaching the due date, or has not been paid on time.
For vendors, these systems ensure that they get paid on time so that they have sufficient cash flow to manage their own operations. A streamlined system enables them to send payment request emails as needed to keep everything on track.
Related: Email Templates to Politely Ask for Payment
Tips for How to Reply to a Payment Request Email
When you get a payment request email, it’s important that you respond in a prompt and professional manner. Understanding how to reply professionally to vendors requesting payment — and how to politely reply to an email in general — will help you avoid misunderstandings and maintain good relationships with your vendors.
Here are a few best practices to keep in mind:
1. Be transparent regarding why you haven’t paid. Keep your email brief while still providing all necessary information to address the vendor’s inquiry. Being honest can go a long way.
2. Include specific invoice details for tracking purposes. Vendors are often tracking several invoices at once. Even when you are directly responding to an email from the vendor, be sure to reference the invoice number in the copy of your email.
3. Use professional, polite language. Avoid slang, abbreviations, and unnecessary jargon. Use a professional greeting and email signature.
4. Avoid negativity. Even if you’re dealing with challenges at work, you should maintain a positive (or at least neutral) tone in your email. Never insult, demean, belittle, or complain in a negative manner.
5. Proofread. Before you hit send, be sure to proofread your email. Check for spelling and grammar errors, and make sure your message comes across clearly.
Templates for Replying to Emails Requesting Payment
How to respond to vendor inquiries will vary depending on the payment situation you find yourself in. After all, a response to an email payment request for an invoice you intend on paying will look quite different from a response to a vendor payment dispute.
With these how to reply professionally to vendors requesting payment templates, you can handle these and other common payment request situations with confidence.
Template No. 1: Payment Reassurance
These emails are for situations when there is no actual cause for concern. The vendor email came before the payment due date, and your response provides assurance that the payment terms will be met.
Dear [Contact Name],
Thank you for reaching out about the payment status for invoice [Insert Invoice Number]. I’m pleased to inform you that this payment is currently being processed and will be cleared by [Insert Date]. Thank you for your understanding. Please reach out if you have any additional questions or concerns.
Sincerely,
[Your Name]
Template No. 2: Payment Delay
This email template is for situations where your payment to the vendor has been delayed, but you still plan (and are able) to meet the payment terms. This generally applies to situations where a payment processing error or other administrative issue has caused a minor delay.
Dear [Contact Name],
I would like to apologize regarding the delayed payment for invoice [Insert Invoice Number]. We experienced a [payment processing error, administrative issue, etc.] that resulted in a delay in processing this payment.
However, I am pleased to inform you that the payment is expected to be processed and cleared by [Insert Date]. Thank you for your patience and understanding. Please reach out if you have any additional concerns.
Sincerely,
[Your Name]
Template No. 3: Payment Dispute
Sometimes, you may feel compelled to dispute payment from a vendor invoice. This could be because a vendor processed the invoice incorrectly (such as charging you more than an agreed-upon quote), or because their products or services did not meet expectations.
Dear [Contact Name],
I am writing to dispute the charge of $[Insert Dollar Amount] on invoice [Insert Invoice Number] with a payment due date of [Insert Date]. We are disputing this charge because [error on the invoice, service did not meet promised expectations, etc.].
Please contact me regarding this as soon as possible. Thank you for your prompt attention to this issue.
Sincerely,
[Your Name]
Template No. 4: Payment Past Due
Finally, there’s the scenario that many business owners dread — getting a payment request from a vendor for a late payment or anticipating a late payment request is coming because they know they won’t be able to meet the payment terms. While it’s okay to bring up the reason why your payment is late, you shouldn’t focus so much on common excuses for late payments. Instead, focus on how you will remedy the situation. It’s okay to offer suggestions for different steps you can take to make things right!
Dear [Contact Name],
I apologize that we have not yet been able to fill payment for invoice [Insert Invoice Number]. We are currently experiencing [cash flow issues, etc.] that are preventing us from being able to make payments in a timely manner.
We are currently [explain what you are doing to rectify the situation] so we can submit payment in full as soon as possible. In the meantime, I would like to see if we could help mitigate the situation by [submitting partial payment now, setting a new payment due date, etc.]
Once again, I apologize for the inconvenience this has caused. Please reach out to me as soon as possible so we can work out a solution.
Sincerely,
[Your Name]
How to Prevent Paying Your Invoices Late
Following up on payments can be a stressful task for business owners. Fortunately, there are a few best practices that can make it easier to get invoices paid on time so you don’t have to stress about how to respond to a payment request email.
1. Invoice Factoring
Insufficient cash flow is a common issue with accounts payable management. When you aren’t paid by your own clients, you may not have sufficient cash to pay your vendors. Selling unpaid invoices to an invoice factoring company gives you quick access to the cash you need to pay your vendors.
2. Invoice Automation
Automating some of your business accounting processes can help ensure that unpaid invoices don’t slip through the cracks. Automated invoice processing extracts data from the invoice, reconciles it with your own accounting system by verifying the data against purchase orders and other receipts, and helps post and issue payment. E-invoicing solutions accelerate your payment processes, reduce the risk for human error, and ensure that all info is matched and validated.
3. Update Your Own Invoicing Process
You can also address your own payment issues by changing how you invoice your clients. Shortening payment terms, charging late fees, or offering discounts for early payments can all encourage your own clients to pay faster. This will ensure you have enough cash flow to pay your own invoices on time.
How to Reply to a Payment Request Email FAQs
What are the most common reasons for late payments?
Cash flow problems are the most common reason for late payments. If a business doesn’t have sufficient funds to send payment, they may need to wait until invoices are paid by their own customers before they can make a payment. Invoice disputes (such as a client claiming that an invoice is incorrect) can also cause delays. Delays in sending an invoice and not providing payment instructions can also contribute to late payments.
How do I pay an invoice?
Generally speaking, a vendor should either inform you of their preferred payment methods in advance or supply this information as part of the invoice. Common options for paying an invoice include bank transfer, credit card, check, cash, or online payment methods like PayPal.
What should I do if I can’t pay my invoice on time?
Be proactive. Don’t wait for the vendor to ask you why you haven’t made your payment. Instead, reach out to let them know about the issue you’re having. You may be able to request an extension of your payment deadline or negotiate your payment terms so that you can split your remaining balance across multiple installments. The vendor may already have systems in place for how to deal with late payments, but being proactive will give you some leverage in negotiating a solution and maintaining trust with the vendor.
How can I pay bills faster?
Businesses wondering how to pay bills faster should examine their own processes for receiving payments. If you struggle with cash flow because of delays in receiving your own payments, you can shorten the payment terms on the invoices you send out, charge late fees for late payments, or offer discounts for early payments. You can also use invoice factoring to get instant access to the cash from unpaid invoices. Such steps will improve your cash flow so you can pay your bills faster.
Jim is the General Manager of altLINE by The Southern Bank. altLINE partners with lenders nationwide to provide invoice factoring and accounts receivable financing to their small and medium-sized business customers. altLINE is a direct bank lender and a division of The Southern Bank Company, a community bank originally founded in 1936.
