There is no single follow-up schedule that fits every Canadian small business. The right timing starts with the payment terms on the invoice, confirmation that the customer received it and a consistent internal process.

A reminder should never surprise the customer with terms that were not part of the agreement.

Start before the invoice is overdue

When delivery is uncertain, confirm that the invoice reached the correct billing contact. For larger or time-sensitive invoices, a brief courtesy check before the due date may help uncover a missing purchase order, wrong email address or customer question.

This is a delivery check, not a demand for early payment.

Follow the stated due date

On or shortly after the due date, review the invoice before contacting the customer. Confirm:

• invoice number, amount and currency;
• issue date, due date and agreed terms;
• delivery status;
• payments, credits and refunds recorded so far;
• earlier questions or disputes;
• the correct contact person.

Use customer invoicing to keep the status and balance visible. For repeated billing, recurring invoices can support a consistent schedule without removing human review.

Use a documented sequence

A simple internal cadence might include:

1. confirm delivery;

2. send a neutral status reminder at or after the due date;

3. follow up again after the business's documented interval;

4. escalate internally when the balance, age, dispute or customer response warrants review.

Choose the interval based on the invoice terms, customer relationship, amount and cash-flow risk. Apply the process consistently while allowing documented exceptions.

Pause when the facts change

Stop routine reminders when:

• payment has arrived but is not yet matched;
• the customer disputes the invoice;
• an approved credit or refund is pending;
• the invoice went to the wrong recipient;
• a new payment arrangement has been documented;
• legal or professional review is required.

Continuing automated reminders during a dispute or after payment damages the record and the relationship.

Escalate carefully

Do not threaten penalties, credit consequences, service interruption or legal action unless the agreement and applicable law support the statement. Provincial limitation periods, collection rules and contract issues can vary. Obtain legal advice before escalating an old, disputed or significant debt.

SilaTrail can organize invoices, balances and follow-up activity, but it does not decide whether a debt is enforceable or what collection action is appropriate.

Keep the evidence

Record the date, channel, recipient, message summary, response and next review date for every contact. Preserve the invoice and payment evidence. Include unresolved balances in monthly review so they remain visible.

The CRA says businesses should keep source documents and records of transactions, including sales invoices, deposit slips and contracts. Review the CRA guidance on business records and general record requirements.

Follow-up checklist

Before each contact, confirm:

• the invoice is still open;
• the balance is current;
• the stated terms support the timing;
• the customer has not already responded;
• the message contains no sensitive information;
• the contact and next action will be logged.

Frequently asked questions

Must I wait until the due date?

A delivery confirmation can happen earlier, but a request for overdue payment should respect the agreed due date. Keep the wording aligned with the invoice terms.

How often should I send reminders?

Use a documented cadence appropriate to the business rather than sending frequent ad hoc messages. Adjust for genuine disputes, payment arrangements and customer responses.

Should every overdue invoice go to collections?

No. Escalation depends on the amount, age, evidence, agreement, relationship and applicable law. Review the facts and obtain professional advice when needed.

Can SilaTrail send or decide the escalation?

SilaTrail helps track invoice status and records. It does not make legal collection decisions, determine tax timing or replace professional advice.