What To Do If a Customer Doesn’t Pay You

If you grant credit to customers or take recurring credit card payments, the unexpected can happen—a customer fails to pay on time, their credit card expires, or the check bounces. 


How can a business owner spend as little time as possible on these items, but get the cash collected? Here are a few ideas:

Re-examine Your Credit Policy

Is there a way you can have credit customers pay up front? Perhaps you can collect a deposit to minimize your risk. Maybe you can request final payment right before you deliver the final product or convert credit terms to layaway, like in retail. 


The best way to speed up collections is to change your payment terms if possible. 

Be Proactive

If the client is late with a payment, respond quickly. Send them proactive reminders. Give them a call just before the payment is due if you have this luxury. 


If the customer pays by credit card, monitor credit card expiration dates, and send reminders to customers to update their cards before they expire. 


On your website, make it clear how a customer can easily update their credit card information on file. Automating this process will save you a ton of time. 

Payment Failures and Disputes

It’s inevitable that you will encounter customers whose credit card payments, ACH withdrawals, and checks fail or bounce. As a business owner, you need to have solid procedures for processing these payments. 


When a credit card payment fails, make sure your shopping cart, merchant account, or gateway processor notifies you of the failure. Contact the customer right away to correct the situation. 


The same is true of bounced checks or failed ACH deposits. Assess any extra fees and flag the customer account if you want to place future payment or credit restrictions on the accounts.   


You may also have customers report disputes to their credit card company. Respond to these transactions quickly, as there is always a tight deadline, and make sure you have all documentation needed at the time of sale if this comes up. 

Develop Solid Collections Processes

If the payment is late, start your collections routine. Send out friendly reminders initially; as the payment becomes more delinquent, your communications can become more urgent. 


Follow-up steps are important. Make sure your customer is receiving your notifications, and give them the benefit of the doubt before taking legal action. 


Finally, if necessary, turn the payment over to a collections agency. The collections agency can then make continued attempts to collect the debt and implement penalties if the account remains unpaid. 


Hopefully, you don’t frequently encounter these scenarios in your business. But if you do, being proactive is a great way to avoid them. 


Make sure you have all the processes described above in place to handle collections in your business so cash continues to flow. 

Our Latest Insight


By Alisa McCabe • October 27, 2026
For project-based businesses, a healthy income statement can be dangerously deceiving. You might land a landmark contract and boast a record-breaking backlog, yet still find yourself scrambling to cover payroll by Friday. Why? Because in project-driven models, profitability and cash in the bank rarely move in sync. Between delayed milestone payments, scope creep, upfront vendor costs, and unpredictable client approval cycles, managing cash flow is a constant balancing act. A reliable cash flow forecast isn't just a nice-to-have financial report, it is your early warning system.  This comprehensive guide walks through the frameworks, metrics, and best practices required to master cash flow forecasting for project-based operations.
By Alisa McCabe • October 26, 2026
Selecting an accounting method is one of the most critical structural decisions a construction business will make. While cash accounting offers simplicity and direct visibility into liquidity, accrual accounting provides a far more accurate reflection of long-term operational health by matching revenues directly with the expenses incurred to earn them. Given the prevalence of progress billings, subcontractor payables, and inventory costs in construction, transitioning from cash to accrual (or managing a hybrid model) often becomes mandatory as revenue grows. This guide breaks down the key mechanics of cash vs. accrual accounting for contractors, IRS eligibility rules, and how each method impacts your financial reporting and bottom line. Understanding Cash vs Accrual Accounting At its core, the difference between cash and accrual accounting comes down to timing : specifically, when your business officially recognizes income and expenses on its financial statements. ​Cash Basis Accounting: Driven by Money Flow Under cash basis accounting , financial transactions are recorded only when actual money changes hands: Revenue is recognized when a client's payment lands in your bank account. Expenses are recognized when cash leaves your account to pay a supplier, subcontractor, or bill. Example: You complete a framing job in October and send a $15,000 invoice. The client pays you in December. Under cash accounting, that $15,000 counts as December revenue—it does not exist on your income statement in October or November. For small trade contractors or solo operators, cash accounting is attractive because of its simplicity. It gives a direct, real-time picture of how much spendable cash is in your bank account today. Accrual Basis Accounting: Driven by Activity & Earnings Under accrual basis accounting , transactions are recorded when they are earned or incurred , regardless of when money actually moves. This method follows the matching principle , pairing project revenues with the exact expenses required to generate them.  Revenue is recognized as soon as you complete work or issue an invoice (Accounts Receivable). Expenses are recognized as soon as you receive a subcontractor bill or order materials (Accounts Payable). Example: Using the same framing job above, the $15,000 is recognized as October revenue because that is when the work was performed and billed, even though the cash won't arrive until December. While accrual accounting requires closer tracking of receivables and payables, it delivers a much clearer picture of your company's true profitability and operational health.
By Alisa McCabe • October 15, 2026
​There is a frustrating stage of growth when the business makes more money and becomes harder to run. You expected growth to create leverage. Instead, your calendar is fuller and decisions take longer. Projects compete for the same people. Expenses become harder to explain. Accounting needs more information from Operations. Operations needs more information from Accounting. And the accounting systems that carried you to $2 million were not built for $15 million. Nothing necessarily looks broken. That is what makes this stage so deceptive. The processes that got you here may still work. Your people may still be good. Your customers may still be buying. What changed is the weight your existing structure is being asked to carry. At $2 million, you can still personally compensate for the gaps. Somewhere on the road to $5 million, $10 million, or $15 million, that stops being possible. The business did not suddenly become dysfunctional. It outgrew its dependence on informal coordination.  Part 5 of a 5-part series on the COO-Accounting relationship