Dispute with a customer
Dispute with Customer
Have your position reviewed before you respond, refund money, or face legal action
Do you have a conflict with a customer regarding payment, quality, delivery, liability, or agreements? We help you determine your legal position, the risks you face, and the sensible next step. Fast, for a fixed price.
- First consultation free and without obligation
- Assessment of your legal position, evidence, and risks
- Advice on demands for payment, negotiating, or litigating
- Assistance from lawyers and experienced in-house counsel
- Fixed rates per step where possible
Mr. Jaime Boogaers
Corporate Law · Lawyer, 18 years of experience
In a dispute, it is not just about being right. Your evidentiary position, timing, and tone often determine whether the case remains solvable
- Practical legal advice
- Quick clarity on next steps
- Focused on both the solution and the evidentiary position
- No unnecessary escalation
- We worked for, among others:
Sound familiar?
A dispute with a customer rarely arises suddenly. First, there is a discussion regarding payment, quality, or expectations. This is followed by emails, complaints, threats, or a refusal to pay. Acting carefully is crucial precisely during this phase — what you say or write now can be used against you legally later.
The customer does not pay the invoice
The payment term has expired. The customer does not respond, delays payment, or suddenly disputes the amount or accuracy of the invoice.
The customer is dissatisfied with your service or product
The customer complains about quality, execution, or delivery and uses that as a reason not to pay or to demand a refund.
There is a discussion about what was agreed upon
You and your client interpret the quotation, order confirmation, or agreement fundamentally differently.
The customer is threatening legal action or publicity
The customer threatens with a lawyer, a liability claim, a damage claim, or negative reviews to exert pressure.
Do not react too quickly without a strategy.
An email, promise, or threat can be used against you legally later.
An email, promise, or threat can be used against you legally later.
What would you like to know more about?
Dispute with customer
Dispute with supplier
Dispute with employee
Dispute with business partner
Dispute with municipality or government
Dispute with tenant or landlord
When do you need legal assistance with a dispute with a customer?
A conflict with a customer often begins with a complaint, a dispute over payment, or dissatisfaction with the delivered product or service. In many cases, you can resolve this amicably. If that is not possible, it is important to remain legally sharp. An incorrect response could later be interpreted as an admission of liability, a promise, or a waiver of rights.
Dealing with a dissatisfied customer
Dissatisfied customers are part of doing business. But if a customer persists in complaining, refuses payment, threatens a bad review, or announces legal action, the situation changes. In that case, it is wise to have your legal position assessed first — before responding substantively, issuing a refund, or taking further steps.
Customer does not pay or withholds payment
A client may refuse payment on the grounds that the work was not performed properly, delivery was late, or that different arrangements were made. The question then arises as to whether the client is legally entitled to suspend, set off, or refuse payment. We review the agreement, your general terms and conditions, the correspondence, and the available evidence — and advise on the strongest next step.
Customer threatens to hold liable or file a claim for damages
Have you received a liability claim, or is your client threatening legal action? Do not respond without legal advice. A hasty admission or a poorly worded letter can weaken your position. We assess the claim, your evidentiary position, and the legal feasibility — and determine whether dismissing, negotiating, or settling is the best course of action.
Prevent the conflict from escalating further
When positions harden, it becomes increasingly difficult to reach a practical solution. A timely legal assessment prevents you from giving in unnecessarily, issuing a demand too late, or allowing a deadline to expire. We help you determine which step—a formal notice, a demand letter, negotiation, or legal proceedings—
will yield the best results in your situation.
What should you not do in the event of a customer dispute?
Do not immediately refund money without legal advice, do not admit liability in an email, and do not react emotionally to threats. First, have an assessment made of what has been contractually agreed, which supporting documents are relevant, and which response keeps your position strongest.
When is a formal notice advisable?
A formal demand is useful if the customer needs to pay, comply, or cease certain behavior. The content, tone, and legal basis of the demand must match your position — a letter that is too soft is counterproductive, while one that is too harsh can unnecessarily damage your relationship.
Evidence and communication
In customer disputes, quotations, order confirmations, general terms and conditions, invoices, emails, and WhatsApp messages are often decisive. We assess which documents strengthen or weaken your position and advise on how to communicate from this point on.
When is litigation worthwhile?
Litigation is only advisable if your evidentiary position is strong enough and the financial interest outweighs the costs and turnaround time. We provide you with an honest estimate in advance — even if the outcome is that a settlement or a formal demand is better.
Which legal step suits your situation?
Not every dispute requires the same approach. Sometimes a brief consultation is sufficient, while sometimes a formal assessment or negotiation is necessary.
Consulting with a lawyer
from125.-one-time
Quickly brainstorm about your customer dispute and avoid responding incorrectly.
- Contact within one business day
- Concrete answers to your most important questions
- Suitable for an initial legal assessment
Determine legal position
from429.-one-time
Have your legal position vis-à-vis the client assessed.
- Review of contract, terms and correspondence
- Insight into your opportunities and risks
- Advice on the strongest next step
Negotiating
from998.-one-time
We negotiate with the client or their legal representative on your behalf.
- Determine strategy in advance
- Contact with the other party
- Legally formalizing agreements
Litigation
from1,650.-one-time
If consultation does not work, we assess whether litigation is worthwhile and assist you.
- Determine process strategy
- Drafting procedural documents
- Assistance at the hearing
This is how we handle it
We do not initiate litigation. First, we map out your legal position, evidence, and commercial interest.
1
Assess situation and importance
We discuss the situation, the client's position, and your financial or legal interests.
2
Mapping out contract and evidence
We review the agreement, general terms and conditions, invoices, emails, WhatsApp messages, and other correspondence.
3
Determine legal route
You receive concrete advice: sending a formal demand letter, issuing a notice of default, negotiating, settling, or litigating — with an honest assessment of the chances of success.
4
Take action
We take the legal step for you: demand letter, negotiation, settlement agreement, or proceedings.
Example: customer refuses to pay after delivery
An entrepreneur had fully completed the work, but the client refused to pay the invoice, claiming to have discovered defects afterwards. After reviewing the quotation, the general terms and conditions, and the email correspondence, it became apparent that the client had insufficient legal grounds to suspend payment in full. Furthermore, the client had not complained in a timely manner, causing his right to complain to have partially lapsed. Through a targeted formal demand and a clear negotiation strategy, the invoice was eventually paid without legal proceedings.
Why MKBjuristen.nl?
Since 2001, we have been helping entrepreneurs with legal disputes, contractual disagreements, and business conflicts. We combine legal assessment with a practical approach: first get a grip on the situation, only then take the next step.
- Lawyers and experienced in-house counsel
- Practical advice without unnecessary legal jargon
- Fixed rates per step where possible
- Focused on solution, evidentiary position, and result
Frequently Asked Questions
What should I do if a customer doesn't pay?
Do not just send repeated reminders, but have it assessed whether a formal demand or notice of default is necessary. It is important that it is clear what the customer must do, within what timeframe, and what the consequences are if payment is not received. We will draft these documents for you.
Can a customer refuse payment because he is dissatisfied?
Not just like that. A customer may suspend or set off payment in limited cases, but this is subject to strict legal conditions. A customer who completely withholds payment without valid reason commits a breach of contract.
Do I have to refund money if a customer complains?
Not automatically. First, it must be assessed whether the complaint is justified, what was contractually agreed, and whether you were given the opportunity to make a remedy. Never simply refund money without legal advice — that could be interpreted as an admission of liability.
When do I need to send a notice of default?
In the event of most shortcomings, you must first give the other party a reasonable period in writing to comply. In many cases, without a notice of default, you cannot claim compensation or terminate the agreement.
Is it wise to sue a customer?
Litigation is worthwhile if your evidentiary position is strong, the financial stake is sufficient, and negotiations or a formal demand have yielded no results. We will provide you with an honest estimate of the chances, costs, and turnaround time in advance.
What if a customer threatens with negative reviews?
Negative reviews are not automatically unlawful. However, if the content is demonstrably false or disproportionately damages your reputation, there are legal options. We assess whether there are grounds for a cease and desist letter demanding removal or rectification.
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Present your situation without obligation
Briefly describe the situation. We will assess the sensible next step and contact you.
Direct contact with us
We will discuss your situation in a free consultation.
Please contact our specialists.
