Folksy Ltd

What do you say to a non payer

(Haley Glover) #1

What do you all say to a potential customer when an item is shown as awaiting payment, you wait and still nothing?

Never quite sure what to say in my email. I have one at the moment.

(Liz Dyson) #2

I say, “Thanks for your order. It is all packed and ready to go as soon as your payment comes through. Many thanks” and if I hear nothing by the next day I just cancel it.


(Nifty) #3

I’d add "if I haven’t heard from you by Tuesday (or whenever) I shall cancel the transaction for now and return it to my shop. " or something similar

(Jo Sara) #4

I would definitely add a timeframe in so there’s a definite end. I usually give them the 24 hours that you have to wait before you can cancel the sale and return the item into your shop.I also drop in that if they’ve had a problem on checkout just to give me a shout and I will assist. Sometimes it is something that’s stumped them in Paypal. So my message is along the lines of, ‘thanks for your order, unfortunately the payment hasn’t gone through. If you’ve had a problem or if you’ve paid through Paypal give me a shout and I’ll see what’s happened. If you haven’t completed the checkout process you can find a link to your order in the email you’ve received from Folksy. If you’ve changed your mind and no longer want the item, that’s no problem after 24 hours I will return it to my shop.’


(Diane Burton) #5

Have you checked your paypal account? as some people have problems with the link that tells Folksy that payment has been made. If it is a non-payer I send a message something similar to Liz, “Thank You for your order it is ready to post as soon as payment clears, if you’re having difficulties with the payment system please contact me and I’ll see if there’s a problem at my end, if I don’t hear from you the order will be cancelled in 24 hours” thankfully I’ve had very few non-payers and only a couple haven’t replied at all.

(Stephanie Guy) #6

I’ve also had a nonpayer who lived in Brazil, an area not covered at the time by folksy delivery, so they couldn’t enter their address. Admin added Brazil to the list of countries but by that time the moment had past and the customer had changed their mind. So it might be worth adding “if you’re having difficulties with either the checkout or payment systems…” etc

(Haley Glover) #7

Thank you everyone. Email sent.