Identify where the process stopped
The invoice may have gone to someone who left the company, an address not used by accounts, or arrived without a required record. Ask for the responsible employee or department, the approved submission address and any supplier or internal reference. The aim is one verifiable route rather than repeated sending to several contacts.
Collect evidence of sending and receipt
Keep the original email, attachments and date, together with any automated confirmation or customer reply. If a portal was used, retain the upload confirmation or transaction number. A sent notification alone does not establish acceptance. Ask for written confirmation that the correct department received the invoice and that the file is complete.
Resubmit in an organised way
Use one message containing the invoice, reference, balance and due date, and ask for receipt confirmation. If a revised version exists, identify the valid version and link it to the earlier request. For changes to invoice details, see our invoice reissue guide.
Separate a delivery issue from a dispute
Ask directly whether there is any concern about the amount, service or supporting records. If the customer confirms that the issue is administrative, request the expected date for entering the invoice into the payment cycle. If an objection to the claim appears, move to the disputed invoice review rather than treating the matter as an undelivered email.
Use a focused follow-up message
“Following your advice that accounts did not receive it, we are resending invoice [number] for [amount]. Please confirm receipt and that all required records are complete, and advise when it will enter the payment cycle or list any missing record in one reply.” Adapt the text to your actual file and do not state an acceptance or commitment the customer has not confirmed.
When should you request a claim assessment?
Request an assessment if non-receipt is raised repeatedly, the contact changes on every follow-up, or no payment date is identified after the file is confirmed complete. Prepare the invoice, sending records, balance statement and related documents using the claim document checklist. THIQA specialises in debt collection and receivables recovery inside Oman. Creditors outside Oman may request assistance against a company or individual inside Oman. Request an assessment and send a clear claim summary.
General information, not legal or accounting advice or a guarantee of recovery. The appropriate course depends on each claim’s records and circumstances.