Setting up and sending a payment reminder

When a customer has placed an order but has not paid yet, you can send a reminder email automatically. You decide after how many days the reminder goes out, and you can set up several reminders — for example one after 7 days and one after 14 days.

The reminders are linked automatically to orders with a particular status, such as ‘Pending payment’. As soon as a customer pays, any scheduled reminders are cancelled automatically.

Creating a reminder email #

Go to Shop → Orders → Reminder emails and click ‘Create your first email’. You fill in the following fields:

• Title: for internal use, not visible to the customer
• Subject: the subject line of the email, placeholders are possible
• Heading: heading text in the email itself, optional
• To: the customer’s email address by default
• CC/BCC: use BCC for a copy so the customer does not see your address

Available placeholders #

You can use the following placeholders in both the subject line and the email text:

• {billing_first_name} — the customer’s first name
• {order_number} — order number
• {order_date} — date of the order
• {order_total} — total amount of the order
• {payment_url} — direct payment link for the customer
• {site_title} — name of the webshop

For a full overview of all available placeholders, see the placeholder documentation.

Setting the trigger #

After creating the email text you set when the email is sent. Click ‘Add trigger’ and configure:

• When to send: number of days after the order was placed
• Order status: for example ‘Pending payment’
• Payment method: optional, if you only want to send a reminder for certain payment methods

You can add several triggers to a single email for different scenarios. A second reminder is not sent if the customer has already paid after the first reminder.

Sending a reminder manually for a specific order #

Through manual scheduling you can send a reminder straight away without waiting for the automatic schedule:

1. Go to Shop → Orders → Reminder emails
2. Click the ‘Manual scheduling’ tab
3. At ‘Emails’, choose which reminder email you want to send
4. Set the date range that covers the order you want. For one specific order: use the same date for start and end, or use the ‘Filter users’ field to search by customer name or email address
5. Leave ‘Skip if already scheduled’ switched off if you also want to send the email for orders that already have a scheduled reminder
6. Click ‘Schedule’

The reminder now appears in the ‘Scheduled emails’ tab. Want to send the email straight away without waiting? Click the play icon behind the scheduled email.

Viewing and managing scheduled reminders #

Through Shop → Orders → Reminder emails → Scheduled emails you see an overview of all reminders that still have to be sent. Per line you see:

• Order number and customer name
• Name of the reminder email
• Trigger settings
• Scheduled time of sending

You can send the reminder straight away with the play icon or cancel it with the cross. This is useful when a customer has paid by phone, for example, but the order has not been updated in the system yet.

Frequently asked questions #

See also the explanation in this documentation: Payment management in the webshop — outstanding invoices and reminders