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Original poster

Customer not paying. What would you do?

115 replies

Donenothingwrong · 03/04/2023 10:16

I’m a self employed cleaner & I’ve just taken on a new customer. All my customers either pay me cash or bank transfer on the day of their clean & that works well for me & them. However, this new customer hasn’t paid & I cleaned their house last Thursday. Two polite texts have been sent asking if they’ve still got my bank details, can they please pay me etc. & these were ignored until yesterday when she apologises for the delay & says she’s transferred the money & set up a standing order for future cleans. Perfect - except the money isn’t in my account. I don’t want to keep chasing her or it looks like I’m harassing her but what do I do? I’m due to go again on Thursday but I’m not cleaning again unless she’s paid for last week first. I’m not naive, there’s been several customers I’ve turned down in the past because I had a bad feeling about them for one reason or another but this lady seems genuine. I worked my ass off for 2 hours in her very dirty house & she was very happy with results. Wwyd?

OP posts:
RedEyeBaby · 03/04/2023 10:19

Ask her if she can check the money has definitely left her account because you haven't received it.
Internet banking checks the name of the account holder (you) against the account number so she should have been alerted if it was wrong. If correct she should be able to send you confirmation of it having gone.
Has she booked you again for next week?

MangoBiscuit · 03/04/2023 10:25

If she's just set you up as a new payee there could be a delay in the money transfer going through. Also could be delayed as she did it on a Sunday, although I can't say I've noticed a delay before when I've done a tranfer in app on a Sunday.

If she'd done this on the day she was supposed to, I would have waited 24 hours before chasing. However, she's already overdue, so I think it's fine to message again and say it hasn't come through, please could she check it. I might wait till midday though, just to be sure it isn't the 2 hour delay for new payee thing.

SnarkyBag · 03/04/2023 10:31

I would wait another 24 hours to see if the money had cleared and if not text and say “hello the money has not been received, unfortunately I’m not able to continue appointments when payment is delayed or not received so will have to cancel your appointment on Thursday.”

I’d probably give this one a swerve even if the money goes in, messing you around with payment on your first visit is rude and not a good sign

Laiste · 03/04/2023 10:35

She said she transferred the money yesterday - and set up a standing order.

The money transfer should be almost instant.

What time did she transfer it?

I'd give it till that time today and text and say you haven't received the funds, could she look into it please as you can't proceed with this week's clean until the situation is resolved, please and thank you.

Pocketfullofdogtreats · 03/04/2023 10:36

Well it's only Monday so you've got a couple of days in which to sort this if it is just 'new client' teething problems. I'd wait until to tomorrow and see if it's there, and if not ask her to check. I'm self employed too and people do put payment at the back of their minds sometimes, and need a prod. But it bodes well if she has set up a standard order.

Fraaahnces · 03/04/2023 10:40

I would tell her the money hasn’t come through and ask her to send a copy of the receipt of transfer so that you can check that she has the correct details. If that is ignored, let her know that you will be unable to attend her house until she pays up.

Lockheart · 03/04/2023 10:40

As yesterday was a Sunday and it is only 10.30 on Monday morning, I would give it until tomorrow morning to see if funds arrive and then follow up. Bank transfers are quick nowadays but sometimes payments do get held up to new payees while the bank does checks.

Just on Friday I was on the phone to a bank for an hour because two salary payments hadn't gone out first thing, despite the other ten going just fine and despite the fact that the two payees details hadn't changed! Sometimes the banks are slow.

AlwaysFoldingWashing · 03/04/2023 10:49

I would chase her for the payment and would not go back again to be honest, I think it seems like she may be setting the tone here and you will have problems further down the line. It's really not that complicated to pay someone.
Alternatively, if you do want to continue, you could say you will take payment in cash for the clean already done and the clean you are going to do that day - get the money before you start cleaning again though and don't accept getting it after the work has been done as I'm sure there will be some excuse as to why she can't pay again

pontipinemum · 03/04/2023 10:53

I would wait until tomorrow. I am with a credit union as well as a bank. I transferred money out on Friday (after business hours) and it won't arrive until tomorrow. It takes them 1 business day to do transfers out.

But if it has not arrived by tomorrow I'd ask and as you already said, don't go back unless she pays.

Soontobemumof2x · 03/04/2023 10:54

Going forward, when they’ve send you a bank payment ask them for a receipt.

id ask her if she can send you confirmation of the bank transfer.

SpookyBlackCat · 03/04/2023 10:59

I would wait until Wednesday morning and if the money still isn't there, contact them again and tell them you can't do it anymore and you need paying asap. Don't keep chasing after them and getting excuses.

sashagabadon · 03/04/2023 11:01

I think it is very possible that she is scamming you. Payments are instant nowadays. I would send her another chasing email.

cstaff · 03/04/2023 11:02

Just send her a message saying that if the money isn't through by Tuesday not to expect you again.

PennyForearm · 03/04/2023 11:04

The money should be in your account by now. Chase her up again now, why wait till Wednesday?

And obviously don’t go back. If this is how she’s started off she will never be a good client.

JKTrolling · 03/04/2023 11:04

I’d tell her again the money hasn’t reached your account. Thank her for setting up the standing order but make it clear that you need payment for the first clean before Thursday or you will have to cancel her booking. If she is genuine she will get the money to you and appreciate your honesty.

Kazzyhoward · 03/04/2023 11:05

Give it another 24 hours. Not all banks are on the "instant transfer" system.

Whataretheodds · 03/04/2023 11:05

Don't wait until Wednesday. If she transferred it yesterday the money should be with you by now. Ask her to send you the payment details so you can follow up with your bank and ask her to follow up with hers.

Lockheart · 03/04/2023 11:11

sashagabadon · 03/04/2023 11:01

I think it is very possible that she is scamming you. Payments are instant nowadays. I would send her another chasing email.

They really aren't. I set up lots of payments each week for companies and individuals. Most are quick, but not all.

Personally if I'd done a bank transfer on Sunday but was being harassed come Monday morning because it hadn't arrived in their bank account yet I'd think twice about continuing to use their services.

Give it a reasonable amount of time - say til Tuesday morning - before chasing again. In my work I find it very annoying when I keep having to tell people that the payment has been made and send them numerous screenshots, before they finally speak to their bank and realise it's their issue, not mine or my clients banks.

Singularity82 · 03/04/2023 11:13

I would wait until close of business this evening, and if you haven’t received it, message again. I’ve never known a bank transfer not to be instant, tbh.

Xjshdvf · 03/04/2023 11:19

I’d wait until tomorrow to see if it’s in there; if not send a polite text saying unfortunately it hasn’t yet reached your account and you’re sure that she understands that you can’t clean again without payment. If she’s offended and gets difficult then that’s a good warning sign not to clean for her again in my view. I have a cleaner and I have to admit that if I’ve been late paying and she’s had to remind me I’ve been really apologetic and embarrassed and replied immediately

2bazookas · 03/04/2023 11:19

She lied to you about the transfer.
Contact her by phone and say this is the THIRD time of asking, she had not paid, so you will require cash in hand on arrival on Thursday morning.

If she pays up, take it and walk. But I doubt you'll ever see a penny.

Unicorntastic · 03/04/2023 11:26

I think she’s had you over, message her tomorrow saying it’s not been paid or send her an invoice via PayPal if you have her details, then I’d think about turning up on Thursday and saying you need paying then and there, and never clean for her again.
you may have to take this further-do you have proof of your work and her agreeing to the original job?

TomatoFrog · 03/04/2023 11:31

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SpookyBlackCat · 03/04/2023 11:47

PennyForearm · 03/04/2023 11:04

The money should be in your account by now. Chase her up again now, why wait till Wednesday?

And obviously don’t go back. If this is how she’s started off she will never be a good client.

Because as others have pointed out some transfers aren't instant, so it's pointless to keep hassling her. She's either made the transfer and it's stuck in the system somewhere or she's lied about making the transfer and you wouldn't want someone like that as a client. But, why not give her the benefit of the doubt and wait and see if it comes through?

shard5 · 03/04/2023 11:50

Just ask her for proof of transfer, it's nearly mid day.
Some banks do warn you that there might be a slight delay but I've never known there to be a whole days delay.

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