In the case of subscription payments or installment payments, customers may not pay the subsequent amounts on time.
There are several reasons here:
- It is not automatically debited due to the payment method (Sofort, advance payment).
- PayPal direct debits do not work in your account (depends on whether you sell in your own name or in the reseller model).
- Customer has rejected the payment .
- The customer does not have enough credit so that the debit is not permitted or the bank rejects it.
- The customer receives the payment request by e-mail (only for one-time payment methods) and does not respond.
Now you have the opportunity to filter out this customer. The new dashboard also gives deeper insights here.
What do we recommend in this situation?
First get an overview
Under "Customers" and "Orders" you will find an overview via which you can see the overdue payments. Here you have full transparency with elopage.
- Go to "Customers" and "Orders."
Here you can filter the orders and find out who is in arrears. All you have to do is click on the "orders" via "Customers" in the menu area on the left.
- In the second step, you use the "Payment status" filter and search for "Payment outstanding."
- Now you can see the entire list of customers who still have to pay at least one outstanding amount.
- You will also find all information about the payment method, product, price, etc.
- The most important information, however, is the TOKEN (i.e. the individually generated order token that brings together all the information relating to this order). This token is encrypted and individual and unique for each order.
- You can either click on this token or view the "Manage" page via the (…) and then go to the order overview page.
Then there are two ways you can inform the customer:
1. Inform individually
In this article (identify customers with outstanding amounts) we describe how you inform the customers individually or how you receive the order pages / manage pages and links that you can send to your customers. This is helpful for individual customers.
2. Inform all customers at the same time
What is interesting, however, is how you can inform all customers. Here you will find instructions on how you can do this yourself with pretty much all e-mail providers.
- You export the CSV file after applying the correct filters as described above.
- In the CSV file you will find pretty much all the information you need about the order or the outstanding amount. We list the important ones here:
- Name / Last name
- Order ID
- Product name
- Outstanding amount
- Paid amount
- Due date
- This information can now be perfectly imported into your newsletter system. You may have to enter the relevant parameters as fields in advance so that you can combine the fields / parameters with each other or "map" them accordingly during the import.
- The TOKEN is critical here. Because we need the TOKEN to move on to the next step.
- After importing, you will now create a campaign that can be called, for example, "Reminder of outstanding amounts."
- You write your e-mail text, something like:
Dear ((NAME)) ,
You ordered the following product on ((DATE)): ((PRODUCT NAME)). You may have overlooked that an invoice / amount / an installment / the last subscription installment is still outstanding.
Unfortunately we have not been able to find this payment to this point in time. Since the payment has not been settled by ((DUE DATE)), we would like to send you a friendly e-mail to remind you of the payment due.
Please use the following link to view your order including all necessary information and invoice(s) and to pay the outstanding amounts :
Here you can also change the payment method if you wish.
We would be happy if you make the payment by DD.MM.YYYY.
You can simply set any parameters that you imported beforehand here. Usually this process is common for every e-mail provider, such as Active Campaign, KlickTipp, Mailchimp or GetResponse. Sometimes they are called "free fields", "custom fields", "merge tags" or something similar.
The link you build is very critical. The TOKEN has to be included here so that everyone clicks on their own link and not on that of another customer with their data and invoices.
A tip at this point: We recommend adding the link as normal text, as it often does not work as a normal link.
I have now used ((__)) as a format. This can be different for each e-mail provider. For example %____% is also common.
With the new dashboard view, you can then track the extent to which the outstanding amounts from the past have been paid.
We hope that we were able to help you with the article.