They may well do, though it depends on your customers. A reminder from your own address shows a name your customer recognises, which may make them more likely to open it and reply. Whether it's worth setting up comes down to how much of your chasing needs a conversation, and what your software charges for it.
In this article
The short version
- Reminders from your own address may get more replies, though no reliable figures prove it.
- Your customer recognises the sender, and a reply reaches a person who can sort out the problem.
- Xero sends its invoice emails, reminders included, from its own address.
- In Adfin you connect a Gmail or Microsoft 365 account to send from your own address.
- It's an Enhanced skill at 0.3% of a paid invoice, only where used, while reminders from Adfin's address are free.
Why your own address can make a difference
When a reminder lands in your customer's inbox, the sender line is the first thing they see. Your own name or your business's domain is one they've dealt with before. A platform address they've never seen can look like a notification, and notifications are easy to skim past or leave for later.
Plenty of late invoices are held up by something small: a missing purchase order number, a query about one line, an approver who's away. A customer who can reply straight to the person they know is more likely to mention it. If the reply goes to an unmonitored address, or they have to find a different contact, some won't bother, and the invoice sits until the next reminder.
Email filtering may play a part too, though it's hard to predict. Some inboxes sort automated messages from platforms into tabs or folders that people check less often. A message sent from a real mailbox, to someone who's emailed it before, may be less likely to end up there. Your customer's email setup decides this, and neither you nor your software can control it fully.
Whoever sends it, a reminder still needs a clear amount, the invoice number, a due date and a way to pay.
Where reminders come from by default
Many tools that send reminders on your behalf use their own sending address unless you connect your mailbox. Xero sends its invoice emails, reminders included, from a Xero address, though you can set a reply-to address so replies reach you. Sending from your own domain isn't one of its standard options.
Adfin works the same way by default. Reminders under its free Essential credit control go from Adfin's address, by email, SMS or WhatsApp, as many as you need. Sending emails from your own address is part of Enhanced credit control.
If you're using two systems, it helps to switch off the reminders in one of them. A customer getting the same reminder from two senders is more likely to be confused than prompted to pay.
How to set it up so replies get answered
In Adfin you connect a Gmail or Microsoft 365 account, and reminders for the customers you choose then go from that mailbox. Most of the thought goes into whose mailbox it is and who reads it.
- Pick a mailbox someone reads every day. A shared accounts inbox works if replies get picked up; a named person's address feels more personal but needs cover when they're on holiday.
- Use a more senior sender for later stages. If a customer has ignored the first few reminders, an email from a director or finance lead tends to read differently from another routine note. Adfin's Escalations build this in, starting with a notice from a more senior mailbox when a customer still hasn't replied after your standard reminders and overdue notices.
- Agree who answers what. Queries about the invoice need someone who can fix it, and requests to pay in instalments need someone who can say yes.
What it costs
In Adfin, sending from your own address is an enhanced skill, charged at 0.3% of a paid invoice, only on invoices where an enhanced skill was used. That's £1.50 on a £500 invoice and £3 on a £1,000 invoice. The charge never goes above 0.3% of the invoice, so if the same invoice also got tailored timing or statutory interest from Adfin's collection agents, it's still £3 on £1,000.
You don't have to use it for everyone. Enhanced is switched on for a collection agent, and you decide which customers each agent covers. One approach is to leave customers who pay on time with free reminders from Adfin's address, and put customers who often pay late, or who tend to have queries, on an agent that sends from your mailbox. An invoice paid after free reminders alone carries no credit control fee at all.
Common questions
Do reminders from my own email address get invoices paid faster? It can help. Your customer recognises the sender, which may make them more likely to reply, and a reply often clears whatever was holding the payment up.
Can Xero send invoice reminders from my own email address? Xero sends its invoice emails, including reminders, from its own address. If you want reminders from your own domain, you'd need a separate tool that connects to your mailbox.
Does Adfin charge for sending reminders from my own email? Yes. It's an Enhanced credit control skill at 0.3% of a paid invoice, only on invoices where it was used, while reminders from Adfin's address under Essential are free.
Which email accounts can I connect to Adfin? You can connect a Gmail or Microsoft 365 account.
Who should look after the connected mailbox? Someone who can sort out invoice queries. Make sure they check the connected mailbox daily, with cover when they're away.
Should every reminder come from a senior person? Probably not. Early reminders are routine, and a senior name tends to carry more weight if you save it for customers who haven't responded.
Sources
- Adfin - Pricing (accurate as of November 2026) https://www.adfin.com/pricing
- Adfin Help Centre - Send emails from Adfin using your Microsoft 365 or Gmail address (accurate as of November 2026) https://support.adfin.com/en/articles/12585620-send-emails-from-adfin-using-your-microsoft-365-or-gmail-address
- Adfin Help Centre - Saved messages: send adapted emails from your own inbox (accurate as of November 2026) https://support.adfin.com/en/articles/12585141-saved-messages-send-adapted-emails-from-your-own-inbox
- Xero - Xero Mail: send as @company-name.com not message-service@post.xero.com (accurate as of November 2026) https://productideas.xero.com/forums/939198-for-small-businesses/suggestions/44960536-xero-mail-send-as-company-name-com-not-message
