Often the customer who generated the payment but did not pay just got distracted. A message at the right time recovers sales that were almost in the cash register.
In this article
The Sale That Almost Happened
The customer chose the product, generated the Pix or boleto, and did not pay. In e-commerce, info products, and service provision, this happens every day. Often it’s not a cancellation: the customer got distracted, the code expired, or there was some doubt.
A message at the right time via WhatsApp recovers part of these sales with little effort. It’s money that was almost in the cash register.
When to Send
Pix usually expires quickly, so the first reminder should be sent within minutes or a few hours. Boleto has a longer deadline: a reminder before the due date works better.
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The Right Message
"Hi, Rafael! I saw that the Pix for your order is still open. Would you like me to generate a new code? If you have any questions, I can help." No pressure, with help and a ready solution.
Often It’s a Question
Shipping, deadline, payment method, or if the product fits. Answering the question usually works better than sending another link.
Automate the First Reminder
Integrating the payment platform with WhatsApp allows automatic sending of the reminder. The team steps in when the customer responds.
In the Official API
A pending payment reminder can be sent as a utility template, as long as it is truly about the transaction, without promotional content. The category is defined by Meta according to the content.
Don’t Insist Too Much
One or two reminders are enough. Too many messages cause blocking and harm the number’s quality.
Measure Recovery
How many pending payments were recovered after the message? This number shows how much the automation returns every month.
Offer Another Payment Method
Sometimes the customer didn’t pay the boleto because they preferred a card. Offering another method solves this.
Who Responds
When the customer replies to the reminder, a salesperson needs to take over the conversation quickly. Distributing these contacts and tagging them as "pending payment" helps the team prioritize those closest to closing.
Common Mistakes
Messages with a collection tone, expired links, and reminders sent after the customer has already paid. Check the payment status before each sending.
Frequently Asked Questions
How to remind the customer to pay Pix without sounding like a collection?
Send a short message offering a new code and help with any questions, right after the Pix becomes pending. One or two reminders are enough.
The bottleneck is almost never the team. It’s the time until the first response.
VeyloCRM responds to the lead immediately in your own language, organizes each conversation in the CRM, and keeps messages ready at the team’s fingertips — on WhatsApp, Instagram, and Messenger.