This is a suggested follow-up schedule after an explicit refusal, not a set of legal deadlines. Day 0 means the first time your client clearly says they will not pay, not the invoice date. Keep your tone factual and save every message.
Day 0: Capture the refusal and ask why
Save the invoice, agreement or quote, proof of completed work, and the client’s exact words. Ask what is stopping payment and whether they dispute any part of the work or amount. Confirm the conversation in writing. Avoid arguing or making promises before you understand their reason.
Days 1–3: Get the issue on record
Send a short written summary with the invoice details and what the client said. Ask them to identify any disputed work, amount, or evidence; if they say they cannot pay, ask what payment arrangement they can meet. Keep the response with your records. No reply? Make one calm follow-up and note when you sent it.
Day 7: Choose the right response
Genuine dispute: Ask for the specific concern and evidence, then respond point by point. Keep the undisputed work and amount separate. If you cannot resolve a genuine dispute, check whether the Disputes Tribunal can hear it.
Cannot pay: If the client accepts the debt but has a cash-flow problem, consider a realistic instalment arrangement and confirm the amounts and dates in writing.
Will not pay, but does not dispute the debt: Keep the refusal and supporting records. The Tribunal says it cannot collect an admitted debt, so do not treat it as a debt collection agency.
Day 14: Review and take the next step
Check whether the client has paid, followed an agreed arrangement, or explained a genuine dispute. For an unresolved dispute, consider the right resolution route and the Tribunal’s scope. For an unpaid debt the client admits, use the next steps in our full guide to collecting unpaid invoices in NZ; choose an appropriate recovery option and get advice if you are unsure. Keep the discussion factual and preserve your records.