Polite But Firm: Follow-Up Scripts That Actually Work

You’ve done the work. The invoice went out weeks ago. Now you’re sitting there wondering whether to send another email, make a phone call, or just write it off as a loss.

Don’t write it off. A well-timed, professionally worded follow-up can be the difference between getting paid and joining the thousands of Australian tradies who lose money to slow payers every year. The key is knowing what to say—and when.

Why Follow-Up Matters (And Why Tradies Often Skip It)

Most subcontractors hate chasing money. It feels awkward, confrontational, or like you’re being a nag. But here’s the truth: builders and head contractors don’t see a follow-up as rude. They see it as a reminder. And reminders work.

In construction, invoices get lost in inboxes, approval chains jam up, and payment runs slip. A polite, professional follow-up usually isn’t about being annoying—it’s about being visible. That said, there’s a line between helpful and desperate. The scripts below sit right on it: firm enough to show you mean business, polite enough to keep the relationship intact.

The Three-Touch Follow-Up Sequence

Most payment delays don’t need lawyers or formal action. They need structure. Here’s a simple three-step approach:

1. Touch 1: The Gentle Reminder (7 days after invoice)
2. Touch 2: The Direct Check-In (14 days after invoice)
3. Touch 3: The Formal Notice (21 days after invoice)

If you get to Touch 3 without movement, you’re in territory where formal action—like a payment claim under your state’s Security of Payment legislation—becomes reasonable. But let’s start with the scripts that work before that point.

Touch 1: The Gentle Reminder (Email, 7 Days After Invoice)

Subject: Invoice [number] – Just checking in

“Hi [name],

I wanted to touch base on invoice [number] for [job/description], dated [date]. It’s coming due on [due date]. Have you had a chance to process this, or is there anything you need from me to move it along?

Happy to help if there are any questions.

Cheers,
[Your name]”

Why this works: It assumes good faith. It doesn’t accuse. It offers a path for them to ask questions—which, honestly, sometimes they need to do. And it’s short enough that busy people will actually read it.

Touch 2: The Direct Check-In (Phone or Email, 14 Days After Invoice)

If you call:

“Hi [name], it’s [your name] from [company]. I’m just ringing about invoice [number] – the one from [date]. Is now an okay time for a quick chat?”

If they say yes: “Cheers. I’m just checking where we’re at with payment. Should be hitting your account around [due date]. Is there anything holding it up on your end, or is it just in the queue?”

If you email instead:

“Hi [name],

Following up on invoice [number], dated [date]. Payment was due [due date] and I haven’t seen it land yet.

Can you let me know where this is in your approval process? If there’s an issue with the invoice, happy to sort it out straight away.

Cheers,
[Your name]”

Why this works: You’re not asking if they’ll pay. You’re asking what the hold-up is. That shifts the conversation from “please pay me” to “what’s the actual problem?” Often, there is a problem—a missing tax invoice, a dispute over quantities, whatever. Better to find out now than stew on it.

Touch 3: The Formal Notice (Email, 21 Days After Invoice)

Subject: Outstanding Invoice [number] – Payment Required

“Hi [name],

As at today, invoice [number], dated [date], remains unpaid. Payment was due [due date].

I’ve followed up twice without receiving payment or a response about why. I need this resolved within 5 business days.

If there’s a dispute about the invoice, let me know now. Otherwise, I’ll be treating this as overdue and taking formal steps to recover it.

Please confirm receipt of this email.

Cheers,
[Your name]”

Why this works: This is no longer a reminder. It’s a warning. You’re on the record. You’ve documented that you’ve tried to resolve it reasonably. And you’re signalling that what comes next isn’t casual.

When to Escalate Beyond Follow-Up

If you reach day 21 with no payment and no legitimate reason given, you have options. Many states in Australia have Security of Payment legislation designed to help subcontractors and tradies in exactly this position.

For example:

• NSW: Security of Payments Act 1999 lets you lodge a payment claim and force the issue to fast-track adjudication if the head contractor doesn’t respond properly
• Queensland: Building Industry Fairness (BIF) Act 2017 provides similar protections
• Victoria: Security of Payments Act 2002 gives you the right to claim if you’ve been denied payment
• Western Australia, South Australia, Tasmania, ACT: All have equivalent legislation protecting subcontractors

These laws exist because the industry recognised that small operators shouldn’t have to bankroll big ones. If your follow-ups have failed and you’re confident the work was done and the invoice is correct, it’s worth exploring whether a formal payment claim makes sense. Tools like filing a payment claim can help you document and lodge a claim without needing a lawyer.

One Last Thing: Get It in Writing

Always follow up in writing—email, not just a phone call. If you ring, send an email straight after saying “thanks for the chat, as discussed…” You want a paper trail. If things do escalate, that trail is gold.

Chase early, chase often, and chase in writing. Most of the time, that’s enough.