Is there a reason for the failures, such as simple oversight (they don't receive an invoice and/or don't set up automatic payments) or is there something more happening?
I've seen companies give business leads the ability to waive a late fee, which may be happening. It could be that your accounting or invoicing team doesn't have a process to add the late fee to a subsequent invoice or may not know that the contract provides for it. Also, make sure the customer address/process are correct, and that there hasn't been a change to mailing or emailing address which causes the invoices to go astray.
It might be worth having somebody (the business contact?) ask why the customer isn't paying. If the answer is ¯\_(ツ)_/¯, you can consider actually imposing the charge, or seeing whether there are other options such as suspending access to the product, or suspending support until payments are made. Of course, these might be a challenge depending upon the customer - government, medical, etc. might not allow it.
Margo Lynn
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Margo Lynn Hablutzel, JD, LLM, CISSP®
Membership Chair, ACC Intellectual Property Network
Publications Coordinator, ITPeC
Senior Counsel - Gainwell Technologies
margolynn.hablutzel@gainwelltechnologies.comp: +1.816.514.7891 / m: +1.919.441.2945
The opinions expressed are the views of the author alone and should not be attributed to any other individual or entity and shall not constitute a legal opinion or legal advice. If you want legal advice, that is why we have outside counsel.
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