How to handle a customer who questions an invoice
A calm way to walk through an invoice when the customer thinks something is wrong.
- Listen first. Let the customer say exactly which line concerns them.
- Pull up the job record. Compare the invoice with the quote, change orders and time records.
- Explain line by line. Plain words, no jargon, and point to the agreed price.
- Fix real mistakes quickly. If you find an error, correct it and send a new invoice.
- Follow up in writing. Send a short note summarizing what was discussed and decided.
Common questions
What if we still disagree?
Stay polite, put your position in writing and consider asking an attorney for guidance.
Should I pause collection?
That is a judgment call. Verify with your attorney for anything formal.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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