Sending invoices the way your client prefers is not just a courtesy — it directly impacts how quickly you get paid. Some clients have strict accounts payable workflows that require invoices to be submitted through a specific portal, while others prefer a simple PDF attachment in an email. If you send an invoice through the wrong channel, it can get lost, rejected, or delayed, leading to payment friction and unnecessary follow-ups. Yet many businesses never ask for this preference upfront, assuming that email is universally accepted. By proactively requesting your client's preferred invoice delivery method, you demonstrate professionalism, reduce administrative friction, and set the stage for a smoother billing relationship. The key is to ask in a way that is clear, respectful, and easy to answer.
Why Getting This Right Matters for Your Cash Flow
When you align your invoicing with your client's preferred delivery method, you eliminate a common source of payment delays. If your client's finance team expects invoices via a procurement portal and you send a PDF by email, it may be ignored or returned, costing you valuable days. Understanding their preference from the start is a simple step that can shorten your average collection period and reduce the number of "where is my invoice?" inquiries. Moreover, clients appreciate vendors who take the time to learn their processes — it signals that you value efficiency and are easy to work with. A quick, friendly email that asks for their preferred method can save you hours of future back-and-forth and build goodwill that extends beyond billing.
Common Mistakes That Confuse Clients and Delay Payment
Even a straightforward question can be phrased poorly, leading to vague answers or no response at all. Avoid these pitfalls to get a clear, actionable answer:
- Asking an open-ended question without options. "How would you like to receive invoices?" is too broad. Provide a short list of common methods (email, portal, postal mail) to make it easy for the client to choose.
- Not specifying the context. Clients may wonder why you are asking. Briefly explain that you want to ensure invoices reach the right person and are processed without delays.
- Overlooking the need for multiple contacts. Some clients have different approvers for different projects. Ask if there is a specific person or email address for invoice submissions.
- Failing to ask about attachment preferences. Some clients prefer Excel or CSV formats for easy import into their systems, rather than PDFs.
- Not following up. If you send the request and never hear back, you are back to guessing. Always set a gentle reminder or a deadline for their response.
Two Templates That Make It Easy for Your Client to Respond
Below are two email templates — one for new clients and one for existing clients where you are updating your records. Both include a clear list of options and a simple call to action.
Template A – For New or Prospective Clients
Use this when you are setting up a new client relationship and want to establish the invoicing process from the start.
Subject line options:
- Let's align on invoice delivery – [Your Company] / [Client Name]
- Quick question: your preferred invoice format
- Setting up invoicing – your preference
Dear [Client Name],
I am excited to begin working with you on [Project/Service]. To ensure a smooth billing process, I would like to confirm your preferred method for receiving invoices.
Please let us know which option works best for you:
- Email (PDF attachment) – to [email address]
- Via your procurement portal (please provide the link and any login instructions)
- Postal mail (physical copy sent to a specific address)
- Other (please specify)
If you have multiple contacts who need to be included, please provide their email addresses as well. Also, let us know if you require invoices in a specific file format (e.g., Excel, XML) for your accounting system.
Once we have your preference, we will update our records and ensure all future invoices are delivered as you prefer. If you have any additional instructions, feel free to share them.
Thank you for your cooperation. I look forward to a productive partnership.
Best regards,
[Your Full Name]
[Your Job Title]
[Company Name]Template B – For Existing Clients (Updating Records)
Use this when you want to confirm or update the invoice delivery method for a client you already work with.
Subject line options:
- Confirming your invoice delivery preference
- Quick update: invoice delivery method
- How would you like to receive invoices?
Dear [Client Name],
I hope you are having a productive week. As part of our annual vendor record review, I would like to confirm your preferred method for receiving invoices from us.
Currently, we are sending invoices via [current method, e.g., email to [email address]]. Please let us know if you would like to continue with this method or switch to one of the following:
- Email (PDF) – to a different address
- Online portal (please provide the link)
- Postal mail
- Other (please specify)
Also, if there are multiple approvers or a specific accounts payable contact we should address, please provide that information so we can route invoices correctly.
Please reply to this email with your preference. If we do not hear back by [Date, e.g., next Friday], we will assume your current method is still correct.
Thank you for your time — we appreciate your business and want to make sure our billing process is as seamless as possible.
Sincerely,
[Your Full Name]
[Your Job Title]
[Company Name]Best Practices for Managing Invoice Delivery Preferences
Once you receive a client's preference, it is not enough to just note it down. Implement these practices to ensure smooth, consistent billing:
- Document the preference in your CRM or billing system – include the method, contact details, and any special instructions (e.g., "must include PO number" or "PDF only, no Excel").
- Train your billing team – everyone involved in sending invoices should have access to this information and follow it consistently.
- Reconfirm annually – contact preferences can change, so make it a habit to verify with each client at least once a year.
- Include a reminder on your invoice template – a small note like "If you would like to change your invoice delivery method, please contact us" can prompt proactive updates.
- Test the delivery method – if the client prefers a portal, try submitting a test invoice to ensure you have the correct access and that it flows properly.
What to Do If Your Client Doesn't Respond
It is common for clients to overlook such requests, especially if they receive many vendor communications. If you do not receive a reply within the timeframe you set, do not take it personally — just follow up with a gentle reminder. Your follow-up should be short and friendly:
Subject: Following up on invoice delivery preference – [Client Name]
Dear [Client Name],
I'm circling back on my previous email regarding your preferred invoice delivery method. I understand you may be busy, so I wanted to gently check in.
If we do not hear from you by [Date], we will assume that our current method (e.g., email to [current address]) is still acceptable. If you prefer a different method, please let us know at your earliest convenience.
Thank you for your time.
Best,
[Your Full Name]If the client still does not respond after one follow-up, proceed with your current method but make a note in your system that the client has not confirmed. In future communications, consider adding a brief line on each invoice: "Please advise if you would like to change your invoice delivery method." If the client later complains about the delivery method, you can point to your attempts to confirm and offer to update it immediately.
Frequently Asked Questions
Q: Should I ask for invoice delivery preference during the sales process or after onboarding?
A: Ideally, ask during the onboarding phase, right after the contract is signed but before the first invoice is issued. This ensures the first invoice goes to the right place and sets a professional tone.
Q: What if my client says they don't have a preference?
A: If they are indifferent, default to the most common method (e.g., email PDF) and suggest that you will use that unless they tell you otherwise. Ask them to confirm that email is acceptable.
Q: How do I handle clients with multiple departments (e.g., project manager + finance)?
A: Ask if they would like invoices sent to a central finance email, or if they need to be cc'd on the invoice for approval. Provide an option: "Would you like me to include a specific approver's email as well?"
Q: Should I ask about preferred invoice format (e.g., PDF, CSV) in the same email?
A: Yes, it is efficient to combine both questions in one email. But keep the format options simple to avoid overwhelming the client.
Q: What if the client changes their preference later?
A: Encourage them to notify you anytime their contact or delivery method changes. You can also set a quarterly or annual reminder to verify preferences.