The Top 5 Excuses for Non Payment
Heard These Before?
If you’ve ever chased a late payment, you’ve likely heard one (or all) of these before:
- “It’s in the system.”
- “I never got the invoice.”
- “Our accounts person is away.”
- “Cash flow’s tight right now.”
- “We’ll pay you next week.”
Sound familiar?
You’re not alone. At EC Credit Control, we’ve spent decades helping businesses across New Zealand and Australia get paid—on time. And along the way, we’ve heard every excuse in the book.
So today, we’re sharing the Top 5 Late Payment Excuses—plus how you can handle each one professionally, confidently, and effectively.
1. “It’s in the system”
Ah, the classic brush-off.
This is often used to buy more time—or to avoid admitting the invoice hasn’t even been looked at yet.
How to respond: “Thanks for confirming. Could you please provide the payment date so we can update our records? If there’s anything holding it up internally, we’re happy to help.”
Pro tip: Always ask for a specific payment date. It shows you’re watching—and sets an expectation.
2. “I never received the invoice”
Sometimes this is genuine. Other times… well, let’s just say email folders can be very mysterious.
How to respond: “No problem—I’ve just resent it now to [email]. Let me know if there’s someone else I should cc. Once received, when can we expect payment?”
Pro tip: Use read receipts if your system allows. CC multiple contacts if possible (especially accounts departments).
3. “Our accounts person is on leave”
This can be a legitimate delay—but it doesn’t mean your payment should wait until their return.
How to respond: “Thanks for letting us know. Is there a backup contact in the accounts team we could liaise with to keep this moving?”
Pro tip: Ask for contact details of an alternative person before issuing work, especially with larger organisations.
4. “Cash flow is tight right now”
This one’s tricky. You want to maintain empathy—while still protecting your business.
How to respond: “Totally understand—cash flow can be tough. We can look at a payment plan if needed, but let’s get something locked in this week.”
Pro tip: Offer structured options (e.g. a 2-part payment) if the client is otherwise trustworthy. But don’t let them dictate indefinite delays—stay in control.
5. “We’ll pay you next week”
The famous “we promise” push-back. It’s vague, non-committal, and often just a delay tactic.
How to respond: “Thanks for confirming—can you specify which day next week? I’ll schedule a follow-up accordingly.”
Pro tip: Follow up the day after the promised date—if payment isn’t there, escalate.
So, what's really going on?
Excuses aren’t always malicious. But they are signs that your invoice isn’t being prioritised.
And if you let too many slide, you’ll:
- Extend your own debtor days
- Risk cash flow issues
- Signal that late payment is “okay”
It’s not.
And that’s where having a credit control process—or a partner like EC Credit Control—can make all the difference.
Take back control of your credit
Tired of chasing payments? Not sure what to say when the excuses roll in?
Let us help. You deserve to be paid—on time, every time.
Don’t let your business run on promises. We can help.
Sign up
It takes just two minutes to sign up and start loading your customers overdue debts. Simply hit the buttons below and follow the prompts.
Get more information
Our customer service team are ready to help, simply call us on 0800 324 768 or fill in the form below and we will be in touch within the next business day.
