Email template

Responding to a disputed invoice: email template

When to send it: When a client says they will not pay because they are unhappy with the work or the amount.

Hi [Client name],

Thanks for letting me know your concerns about invoice [Invoice number].

So I can look into it properly, could you tell me specifically which items or parts of the work you're disputing, and why? For reference, the invoice covers [summary of work], as agreed in [quote / contract / email] on [date].

In the meantime, could you pay the parts of the invoice that aren't in dispute ([Undisputed amount])? I'll come back to you on the rest within [X] working days.

Thanks,
[Your name]
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Why this works

  • Ask for specifics in writing. A vague complaint is often a stalling tactic; a specific one can be fixed.
  • Ask for the undisputed part to be paid now. There is no good reason to hold back money for work they are happy with.
  • Point to what was agreed. This is where a written quote or contract pays for itself.

Useful tools for this stage

More templates like this

Client has gone silent (ghosting)When a client who used to reply has stopped answering entirely.Partial payment received — chasing the balanceWhen a client pays only part of the invoice.Offering a payment planWhen a client says they cannot pay the full amount at once.Client promised to pay and did notWhen a client gave a payment date and missed it.

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