Key Takeaway: Most account-based payment disputes trace back to something that was never actually agreed in writing during onboarding. Not a dishonest customer, just an unclear start.
What's on This Page
A Simple Onboarding Checklist
- Collect full business and contact details
- Agree payment terms in writing (net 15, net 30, etc.) before the first order ships
- Set an initial credit limit based on order size and any available payment history
- Confirm pricing tier or discount structure if applicable
- Set expectations for reorder lead time and minimum order quantity if relevant
Why Writing It Down Matters
A verbal agreement about "we'll figure out payment terms as we go" is exactly the kind of ambiguity that turns into a dispute at day 45 when the customer assumed net 30 and you assumed net 15. Five minutes of written clarity at onboarding prevents most of this.
Once onboarded, the ongoing relationship is tracked through the customer ledger.
For further reading, see SCORE, the SBA's free small business mentoring partner.
Checklist
- Collect full business and contact details
- Agree payment terms in writing before the first order ships
- Set an initial credit limit
- Confirm pricing tier or discount structure if applicable
- Set expectations for reorder lead time and minimum order quantity
- File the onboarding record where the whole team can reference it
Common Mistakes
FAQ
What's the most important thing to agree on during onboarding?
Payment terms, in writing, before the first order ships. This single step prevents most later payment disputes.
Does onboarding need to be formal for every new account?
A short, consistent checklist is enough. It doesn't need to be elaborate, just consistently applied.
What happens if terms were never clearly agreed at onboarding?
Ambiguity about terms is one of the most common sources of a payment dispute weeks or months into the relationship.
Should credit limits be set during onboarding or later?
An initial limit should be set at onboarding, based on order size and any available history, then adjusted as the relationship develops.
Calculate This For Your Business
Related Guides in the Customer Academy
- Customer Credit Management. setting the terms this onboarding establishes
- Customer Ledger Explained. where the ongoing relationship gets tracked
- Customer Segmentation Explained. another guide in the Customer Academy