Handling Client Responses to Missed Payments

Understanding common client responses and having a plan to address them is crucial for maintaining strong relationships and ensuring payment continuity. Each response provides an opportunity to meet clients' needs effectively, whether it's clarifying payment processes, offering flexibility in times of financial hardship, addressing service quality, or managing non-responsiveness. These structured responses and follow-up steps help to build trust, foster communication, and reinforce expectations, which ultimately lead to better outcomes for both the client and the company.

Reason	Client Response	Recommended Publisher Response	Next Steps
Need to Update Payment Information	"I need to update my payment information."	Direct the client to the customer portal to add a new payment method. Remind them that one-time payments do not update autopay settings and guide them on editing autopay if needed.	Confirm the new payment method is set in ARC and attempt to process the payment if it hasn’t yet been made.
Financial Hardship	"I’m experiencing financial difficulty."	Offer a payment plan that works for the client’s situation. Discuss the option to defer future insertions, up to three, to help the client get back on track.	Set clear expectations for keeping new invoices current. Document the payment plan in ARC and follow up regularly to ensure compliance.
Dissatisfaction with Publisher or Services	"I’m not happy with the service and may not pay."	Engage in active listening to understand specific service concerns and discuss adjustments or solutions to improve their experience.	Address any valid service issues, provide a summary of agreed changes, and follow up to confirm satisfaction and payment.
Non-Response / No Clear Reason Given	No response or vague reason	Continue using structured, frequent communication, reiterating payment expectations.	If non-response persists through multiple attempts, escalate to the final demand stage.
Payment Dispute or Billing Error	"There’s a billing error," or "I disagree."	Apologize for any confusion and clarify billing details. Review the invoice together, and if needed, correct errors, resend the invoice, or discuss contract terms if the charge is valid but disputed. Remind the client that by signing the agreement, they must understand and fulfill their payment responsibilities as outlined. They can view their signed agreement and current charges anytime in the customer portal.	Document the dispute in ARC, adjust any errors, and confirm the updated invoice has been received by the client. Reinforce that clients should review agreements in the customer portal to understand their payment obligations. Follow up to confirm resolution and payment.
Didn’t Receive Invoice	"I never received the invoice."	Verify the client’s contact info and resend the invoice, either via email or through the customer portal. Confirm the best delivery method moving forward.	Update contact details in ARC if needed. Publishers/PDs should also check if the correct contact type is listed in their contact to ensure they receive the correct communications. Additionally, check if the client viewed the email by looking in the history in the details tab of the client's account page. Follow up to confirm receipt of the invoice and payment.
Delay Due to Internal Processes	"We need extra time due to our payment cycle."	Acknowledge their internal process and discuss a realistic timeline for payment. Explore aligning the billing cycle with their internal processes if recurring.	Track the agreed payment date in ARC and set a follow-up reminder. For recurring delays, consider adjusting the schedule permanently to support timely payments.
New to Payment Process	"I’m unsure how to complete the payment."	Walk the client through the payment process, showing them how to set up autopay, update payment information, or make a one-time payment through the customer portal.	Confirm the payment is processed and schedule a follow-up to ensure they’re comfortable with the process. Send a quick reference guide or FAQ for future use.
Temporary Cash Flow Issues	"We’re having short-term cash flow problems."	Offer flexibility with options such as a payment extension or temporary suspension of services. Create a solution that meets their needs without disrupting your services.	Document the terms in ARC and follow up to review the client’s situation before resuming normal billing practices. Ensure they understand the conditions for maintaining good standing moving forward.
Request for Additional Services or Discounts	"Can we get a discount or added services?"	Clarify contract terms, explaining that additional services or discounts aren’t available until outstanding balances are cleared.	Reinforce the payment expectation without making concessions outside the agreement. Once payment is received, revisit their interest in added services as an opportunity to build value.
Repeated Missed Payments Without Explanation	No clear reason, ongoing missed payments	Politely reinforce the need for timely payment and the importance of maintaining a good standing for uninterrupted service.	Escalate the account to a higher-level review, set stricter guidelines if necessary, and consider suspending services if payments continue to be missed. Document all communication in ARC.
Check in the Mail / Didn’t Know Due Upon Receipt	"The check is in the mail," or "I didn’t know it was due upon receipt."	Acknowledge the response and clarify that check payments must be scheduled to arrive by the due date to avoid a late status. Reinforce that invoices are due upon receipt, and checks sent after receiving the invoice often show as overdue in AR until processed.	Explain that setting a check payment schedule ensures timely arrival and prevents overdue status. Offer to set up an automated reminder or invoice schedule if needed. Encourage publishers/PDs to set these expectations upfront to avoid AR issues.

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