The Psychology of the Reminder Letter | How to Get Paid

Why psychology matters

When a customer does not pay, it is rarely because they deliberately want to cheat you. Often the invoice has gone missing, there is a practical obstacle, or the customer has cash-flow problems. Your reminder letter is therefore not just a legal step: it is communication that should both bring the money in and, ideally, preserve the customer relationship.

A well-written reminder letter can be the difference between a customer who pays and a drawn-out debt collection case.

Understand the debtor's situation

Typical reasons for non-payment are:

Forgetfulness: the invoice has been buried in the inbox
Cash-flow problems: the customer does not have the money right now
Disagreement: the customer believes there are errors or defects
Busyness: the payment has not reached the top of the list

If you write on the assumption that the customer has a good reason, it is easier for them to respond. A letter that comes across as accusatory creates resistance and can delay payment further.

Expert tip: Use accommodating language

Instead of "You have not paid", you can write: "We can see that invoice [number] has not yet been paid. If you have a question about the invoice, we are happy to help." This opens a dialogue and makes it easy for the customer to reply.

Tone and wording: from threat to cooperation

It is tempting to write sharply when you feel cheated, but threats often lead to resistance rather than payment. Keep the tone factual and solution-focused:

Look forward: "We look forward to receiving your payment" rather than "You must pay now"
Avoid blame: "The invoice is overdue" rather than "You have failed to pay"
Offer help: "Contact us if you have any questions" and possibly the option of an instalment plan
Be specific: state the amount, invoice number, due date and new payment deadline

Timing and the rules for reminders

The Danish Interest Act and Debt Collection Act set the framework for your reminders:

You may charge at most DKK 100 in reminder fees per reminder, for no more than 3 reminders, with at least 10 days between the reminders you charge for (section 9 b of the Interest Act)
Before the case is sent to debt collection, the customer must have received a letter of demand with a deadline of at least 10 days from sending and a warning of further costs (section 10 of the Debt Collection Act)

An example timeline:

Due date: no action yet
3–5 days after: a friendly email reminder without a fee
About 10 days after the due date: first reminder with a DKK 100 fee
At least 10 days later: second reminder / debt collection notice with a deadline of at least 10 days
Once the deadline has expired: the case can be sent to debt collection

Expert tip: Structure the letter visually

Put the most important information at the top: "Invoice [number] for DKK [amount] fell due on [date]." Use short sentences, bullet points and white space. A letter that is easy to skim gets read, and paid, faster.

What may you write?

You may:

State the overdue amount, invoice number and due date
Charge reminder fees within the Interest Act's limits
State the late-payment interest: the reference rate plus 8 percentage points per year (section 5 of the Interest Act)
Towards business customers, claim fixed compensation of DKK 310 (section 9 a)
State the consequences of continued non-payment, e.g. that the case will be sent to debt collection
Offer an instalment plan

You may not:

Use threatening or intimidating wording
Threaten steps you do not intend to take or are not entitled to take
Involve third parties or publish the debt
Charge fees above the legal caps

The Debt Collection Act's requirement of good debt collection practice applies in full to debt collection agencies and lawyers, and its principles are a good guide for your own reminders.

Examples of wording

Too harsh: "We have still not received your payment for invoice [number]. If we do not hear from you within 7 days, the case will be handed over to debt collection."

Better: "We can see that invoice [number] for DKK [amount] has not yet been paid. We assume this is an oversight and ask you to pay by [date, at least 10 days ahead] or contact us so that together we can find a solution."

The second version works better because it avoids accusations, gives the customer a way out, opens a dialogue and sets a realistic and lawful deadline.

The ending is decisive

Many reminder letters end abruptly with a notice about debt collection. A good ending summarises the next steps, invites contact and gives concrete contact details:

"We hope you will prioritise this payment so we can continue our good working relationship. If you have questions or need an instalment plan, you are welcome to contact us on [phone] or [email]."

Getting started

Review your current reminder templates with these principles and rules in mind. The purpose of a reminder is not to threaten, but to communicate clearly and lawfully.

If the customer still does not pay, you can use InkassoHurtig to get no-obligation quotes from police-authorised debt collection agencies and lawyers who can take over the case. This content is general information and not legal advice.

The Psychology of the Reminder Letter: How to Phrase It Right