Getting paid reliably is not just about having the right invoice — it is about having the right process from the very first interaction with the customer. This guide walks through each step of the workflow, linking to the tools and templates you need at each stage.

Step 1 — The quote

A well-prepared quote sets the foundation for the entire transaction. A good quote includes:

Your business name, ABN and contact details
The customer's name and contact details
A clear scope of work — what is included and (critically) what is not
A line-by-line price breakdown, with GST shown
Your payment terms (e.g. "14 days from invoice date")
The quote validity period (e.g. "This quote is valid for 30 days")
Any deposit required before commencement

Get written acceptance before commencing. An email reply saying "please proceed" is sufficient, but a signed copy of the quote is better. The acceptance creates the contract from which the invoice obligation flows.

When converting your quote to an invoice, reference the quote number on the invoice. This linkage makes it easier for the customer's accounts payable to match the invoice to the approved commitment.

Step 2 — Invoice on delivery

Invoice on the day the goods are delivered or the service is complete — not a week later, not when you get around to it. Every day of delay between delivery and invoicing adds to the total time before payment. Key invoice rules:

Reference the quote number
Match the line items and prices to the approved quote — any changes should be separately agreed in writing
State the due date explicitly (not "net 30" — write the actual date)
Email directly to the accounts payable address, not just the project contact
Include your bank details for EFT payment

Use our free invoice generator to create an ATO-compliant tax invoice. For the full list of mandatory fields, see the Australian tax invoice requirements guide.

Step 3 — Statement of account

At the end of each month, send a statement of account to any customer who has more than one outstanding invoice, or whose account has been open for more than a week. A statement:

Lists all outstanding invoices with dates and amounts
Shows any payments received and credits applied
Shows the total amount outstanding
Keeps the balance front-of-mind for the customer's accounts payable team

Use our free statement generator to produce a professional account statement in seconds.

Step 4 — Payment reminders

Start the reminder sequence on the first day the invoice is overdue — not after a week of hoping. Most overdue invoices are not deliberate non-payment; they are oversights. An early, friendly reminder resolves the majority.

Day 1–3: Friendly reminder: Assume oversight. Keep it brief and helpful. Attach the invoice again. "Just a quick note — invoice #INV-2026-042 was due on [date]. Happy to help if there's anything you need from our end."
Day 7–14: Firm reminder: Reference the prior reminder. Set a specific deadline. Mention that late fees are accruing if your terms include them. Tone: professional, direct.
Day 21+: Final notice: Clearly state that if payment is not received by a specific date, you will take further action (specify: referral to a collection agency, suspension of services, or legal proceedings as appropriate). Do not threaten action you are not prepared to take.

Ready-to-copy email and letter text for each stage is available in our payment reminder templates.

Step 5 — Escalation

If your reminder sequence has not produced payment after 30–60 days from the due date, in-house chasing is unlikely to work. The customer has chosen not to respond. At this point, external involvement is the most effective next step.

Commission-only debt recovery: No upfront cost, fee only on success. Appropriate for most commercial debts. Refer a debt to Merion — we operate across QLD, VIC, NSW and ACT.
Small Claims Tribunal: For smaller debts (limits vary by state — generally under $20,000–$25,000), VCAT, QCAT, NCAT and similar tribunals offer a low-cost adjudication process.
Solicitors: For large or complex debts, or where the debtor is a sophisticated party likely to dispute.

The earlier you escalate, the higher the recovery rate. Under 90 days overdue is significantly better than over 180 days. See the how to get paid faster guide for more on escalation timing.

Quote to Invoice to Statement — The Complete Workflow

Step 1 — The quote

Step 2 — Invoice on delivery

Step 3 — Statement of account

Step 4 — Payment reminders

Step 5 — Escalation

Related tools and resources

Invoice unpaid? Merion can recover it.