This happens quite often to me. I had an order this week for 4 pieces but customer came out of the order after entering her address details as she wanted to pay by credit card. Then she didn’t know how to get back in / make the payment.
I sent her an email asking if she realised she hadn’t completed the order and reassuring her I would be refunding her for combined postage as soon as the payment came through. This crossed with one from her asking for help - but it was sent via my website address as she’d lost me on Folksy when she came out of the order.
We agreed that cheque payment was easiest all round.
Suncatchers have now been sent to her and cheque will arrive shortly and I’ll then mark the order as paid (And yes I am a trusting soul to post before payment but nobody has ever let me down yet).
So please email the customer advising them that the payment has not been made and asking if they would like assistance. If they think they’ve paid and you don’t then send it you lose your customer which would be very sad…
PS: I looked out my ‘standard’ email I send when I don’t get payment straight away - I usually send after a couple of hours.
Thank you very much for your order from Folksy.
When I sell something on Folksy I should get 3 emails.
1 as below - notifying me of the order and then another two, one from Folksy and one from Paypal to tell me the payment has come through.
I’ve only had the first and the order is showing awaiting payment on Folksy.
This often means you will have had a problem with the Paypal payment but also that you may not realise as sometimes the Folksy / Paypal link drops out without you knowing.
Normally you would receive an email from Folksy when you did the order and within that email there would be a link to let you back in to make the Paypal payment - the link is valid for 24 hours.
You should be able to get back in using the link to make the payment
If you can’t do that then the easiest thing is for me to send you a Paypal invoice which you can pay against and I’ll then mark the Folksy order as paid.
Sorry to give you hassle but the Paypal problem does happen every now and then unfortunately - which is why I know how to sort it out