Outstanding invoices: what to do if customers don’t pay

09.10.2026

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The order’s complete, the invoice has been issued – but you haven’t received payment. Outstanding invoices can put a strain on liquidity, especially for company founders and the self-employed. What can you do: first enquire, send a reminder or begin debt collection?

In brief

  • There’s no statutory number of reminders in Switzerland. However, it’s advisable to send friendly reminders at first, before taking a more formal approach.
  • For customers who are usually reliable payers, it’s often worth asking personally first. If the invoice remains unpaid, you can then send a written payment reminder and set a new payment deadline.
  • If customers fall into arrears, the statutory default interest rate is generally 5 percent per year. When the default period actually begins depends on what was agreed for the payment.
  • If the claim remains unresolved despite sending a reminder or dunning letter, you have the option of starting debt collection. If you initiate debt collection, you have to pay the costs upfront.

You can set clear rules during the invoicing process itself: issue invoices promptly, agree on clear payment terms, and choose an invoicing method that makes processing easier.

Simplify invoice mailing

The payment deadline has passed: what counts now

First check whether the payment has been received in the meantime, or if there are any unresolved questions about the invoice. If the invoice is still unpaid, the legally decisive factor is when the default period begins.

If a specific payment date has been agreed, the default period may begin upon expiry of this date. Otherwise, you will generally need to send a reminder. The number of reminders you send isn’t prescribed by law in Switzerland.

A friendly payment reminder is often enough

For customers who usually pay on time, an outstanding invoice can sometimes be settled with a phone call or e-mail. Perhaps the invoice was simply overlooked. If the payment hasn’t been made, send a written reminder stating a new payment date. The usual deadline is 10  to 14  days.

A payment reminder should contain all the information needed to assign and pay the outstanding invoice.

  • Invoice number and invoice date
  • List of delivered goods or services
  • Outstanding amount
  • Original due date
  • New payment date
  • Payment information
  • Contact for queries

Subject: Payment reminder for invoice [invoice number]

Dear [Name]

While checking our incoming payments, we noticed that the invoice dated [Date] for [Amount] francs is still outstanding.

Please transfer the amount by [date]. The payment information can be found on the invoice.

If you have already made the payment, you can ignore this reminder. We would be happy to help if you have any questions about the invoice. 

Kind regards 
[Company]

If the payment reminder doesn’t work

You can issue more formal reminders once the new payment deadline has passed. Enter the outstanding amount again and set a new payment deadline. If this doesn’t have the desired effect, you can issue a final reminder to notify the recipient of the launch of debt collection.

Default interest: when is 5 percent due?

If customers fall into arrears, the statutory default interest in accordance with Art. 104  para. 1 of the Code of Obligations is generally 5 percent per year. The point at which it becomes due depends on when the default period begins.

If you have agreed on a specific payment date as the due date, the default period will generally start upon expiry of this date. If no due date has been agreed, a reminder is required to trigger the default.

If a higher interest rate has been contractually agreed, this may also apply during the default period.

When can you charge reminder fees?

Unlike default interest, there is no legally stipulated flat rate for reminder fees. If you want to charge a fee for the costs involved in the additional reminder, this must generally be contractually agreed, for example, in the General Terms and Conditions, which form an integral part of the contract.

Subject: Reminder for invoice [invoice number]

Dear [Name]

With our payment reminder dated [Date], we informed you of the outstanding invoice dated [Invoice date] for [Amount] francs. Unfortunately, we have not yet received the amount due.

Please transfer the outstanding amount by [new payment date].

If you have already made the payment, you can ignore this reminder. We would be happy to help if you have any questions about the invoice.

Kind regards 
[Company]

Subject: Final reminder for invoice [invoice number]

Dear [Name]

Despite our reminder dated [Date], the invoice dated [Invoice date] for [Amount] francs is still outstanding.

Please transfer the outstanding amount by [new payment date]. If no payment is received by then, we reserve the right to begin debt collection.

If you have already made the payment, you can ignore this reminder. 

Kind regards 
[Company]

The invoice remains unpaid even after the reminder

If the final payment deadline has expired, you can start debt collection. Check beforehand whether the claim is justified and whether debt collection is worthwhile in view of the outstanding amount and the prospects of success.

How to start debt collection

You need to initiate debt collection proceedings with the relevant debt collection office. The debt collection office will then issue an order to pay.

The person in question may submit an objection within 10 days to contest the claim. The debt collection proceedings will be temporarily suspended for the disputed amount. If you want to continue enforcing the claim, you’ll need to deal with the objection. Depending on the documents available, you can either seek to have the objection lifted through legal proceedings or pursue your claim in court. You can then continue with the debt collection. 

With tilbago, you can start debt collection digitally and manage the individual steps online.

How much does debt collection cost?

The costs of debt collection depend on the amount of the claim as well as on other factors. Smaller claims incur correspondingly lower fees. Depending on the course of the proceedings, additional costs may be incurred, for example, if an objection is submitted and further legal action is required.

You need to pay the debt collection costs in advance. However, they’re generally borne by the person being pursued for the debt, provided the claim is justified. Debt collection does not guarantee that you will receive your money. If the financial resources of the person in question are insufficient, the claim may remain unpaid in full or in part.

How to reduce outstanding payments in future

Clear payment terms, prompt invoicing and the right invoicing method can help to ensure that invoices are paid more quickly.

Issue invoices promptly and agree on clear payment deadlines

Wherever possible, send the invoice immediately after completing the order and state a specific due date. Depending on the order, a payment deadline shorter than 30 days may also be advisable. For larger orders, downpayments or partial payments reduce the amount that you have to pre-finance until full payment is received.

Check creditworthiness for larger orders

For new business relationships or higher order amounts, a creditworthiness check can help to assess the default risk before concluding a contract. For example, an extract from the debt collection register shows whether debt collection proceedings have been initiated against a company or a person. However, this doesn’t give a full picture of their creditworthiness.

Send invoices digitally

Digital invoices go directly to where they are processed and paid: eBill to the e-banking system of private customers, B2B e-invoices to the systems of business customers. This reduces manual processing steps and can speed up the receipt of payment.

Send invoices efficiently

Depending on the customer and invoicing process, different mailing options may be possible – from eBill and B2B e-invoicing to sending invoices via the physical channel. PostFinance offers various solutions for sending invoices via electronic or physical channels.

Find the right mailing solution

FAQs about outstanding invoices

  • No. There’s no statutory number of reminders. However, a reminder can be legally relevant: if no specific payment date has been agreed, a reminder is generally required for the debtor to fall into arrears.

  • Yes. As a rule, no prior reminder is required to initiate debt collection proceedings. However, it may still make sense: it provides the debtor with another opportunity to pay the invoice or clarify any uncertainties.

  • The law does not prescribe any specific deadline for payment reminders. In practice, 10 to 14 days are often used. It’s best to set a specific date by when you expect to receive the payment.

  • First of all, clarify why the invoice is being disputed and check the underlying agreements and supporting documents. These include contracts or quotations, order confirmations, delivery notes and correspondence. If no agreement can be reached, the claim can be settled in court.

  • Yes. If customers cannot pay the outstanding amount all at once, you can arrange payment in instalments. Stipulate the instalment amounts in writing, when they are due and what happens in relation to any default interest or fees.

  • This depends on the type of claim. As a rule, claims lapse after 10 years. Certain claims are subject to a period of 5 years, including for trade work, small-scale sales of goods and certain periodic payments. As a rule, the limitation period begins when the claim falls due.

Note: this article provides the most important basic information on outstanding invoices, reminders and debt collection in Switzerland. The legal action that can be taken in individual cases depends on various factors, including the claim and the agreements reached. If required, consult a legal professional.

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