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You’ve Dunning Everything At This Point

, , , , , | Right | January 11, 2021

We offer different payment methods, and invoicing is quite popular. One thing with this payment is that the customer has up to thirty days to pay, but if they are late, they will get a dunning for 10,000 Danish Kroner — about $1,600. This usually makes them either confused, angry, or apologetic, but it tends to work without any big dramas… except with this one customer.

The whole conversation is through email in English.

Customer: “Why have you sent me this dunning? I have returned the order! I should not have to pay anything!”

Coworker #1: “It was sent automatically since we hadn’t received any payment. But since we have received your return, you don’t need to pay anything. Just ignore the dunning; we will remove it after a while.”

Customer: “No, I don’t agree! I have to pay the 10,000 DKK!”

Yes, they literally said that they don’t agree with us and that they have to pay.

Coworker #2: “No, you don’t need to pay this invoice. We have received your return, so there is nothing to pay.”

Customer: “Yes, I will pay! I need your bank details, so I can transfer the payment.”

Coworker #3: “Our bank details are [number], but I will repeat what my coworkers have said: you don’t need to pay this invoice.”

Customer: “I need the IBAN!” *International Bank Account Number*

I opened the email chain at this point and could not do anything but laugh at the whole situation. Never have I ever gotten a customer who wanted so badly to pay for an invoice. We had already removed the dunning by this point, so there literally was zero left to pay. I tried to explain it again and to highlight that there was nothing to pay on this order, but I don’t know if he understood it. We’ll see when the next coworker gets the customer again.

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