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Handling Requests for Supporting Documentation
A delinquent customer will often use a request for supporting documentation such as one or more invoice copies as a way to delay payment. The collection staff should ask a number of questions each time a customer asks for invoice copies, including these:
- To what address it is attention should our invoices normally be mailed?
- Has this address changed recently?
- To whose attention, and at what fax number should these invoice copies be sent?
- According to our records, this invoice corresponds to your purchase order number xxx. Is this purchase order number open and valid in your system?
- Do you have record of receiving the product referenced by the purchase order associated with this invoice?
- Is the only reason this invoice remains unpaid that you do not have an invoice copy?
- Once you have received the invoice company, is there any reason that the invoice(s) cannot be processed in paid this week?
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