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1. You have to ensure holding your payment by anyway before delivering your service or product if your work environment required that.
2. In your mentioned case you have to send it to the complaint team or to a professional employee in handling to contact the customer and telling him " Hello sir, I'm ... from complaint team and we have knew that you are sad from our company and we want to know how we can support your situation because It's our role to make you satisfied" and there are2 expected answers from the customer side :
a- If the customer have an issue try to handle it, Then ask him to pay in a sweet way.
b- If the customer is a thief, I think you have to call911 :D
