When a customer chooses to pay by bank transfer, cash at an agency, or any other offline method, the purchase process stays open. The customer knows they need to complete the payment, but between that moment and when they actually do it, anything can happen: they forget, something comes up, or they simply need a nudge to finish.
The Pending Payment Order automation lets you send a WhatsApp reminder exactly 24 hours after the order is created, at a time when the customer can act — without you having to do anything manually.
Before you begin
To activate this automation you need:
- Your online store connected to ChateCommerce (Tiendanube, Shopify, VTEX, Magento, or WooCommerce)
- An active ChateCommerce account with access to the Automations module
- A WhatsApp Business number connected to the platform
How it works
When a customer creates an order in your store selecting an offline payment method, ChateCommerce detects that order and schedules a WhatsApp message to be sent 24 hours later.
The message is sent only during business hours: Monday to Friday, 9:00 AM to 8:00 PM. This prevents the message from arriving when the customer can’t act (late at night, weekends) and improves the response rate.
If before that deadline the customer has already completed the payment or cancelled the order, the message is not sent. The automation detects that change and cancels the send automatically.
How to set it up
- Log in to your ChateCommerce account and go to Marketing in the side menu.
- Select Create template > Automation > Pending payment.
- Write the message your customer will receive. You can include variables like the customer’s name, order number, and pending amount to personalize it.
- Review the message in the preview and make sure the tone is clear and friendly.
- Click Activate to put the automation live.
From that point on, all orders with pending payment in your store will receive the reminder automatically.
Best practices
Include the order number and amount. A specific message gets more responses than a generic one. “Hi Ana, your order #4821 for $3,200 is waiting for your payment” is much more effective than “A reminder that you have a pending order.”
Open the door for questions. Many customers don’t complete the payment because they have an unresolved question (payment method, shipping, changes to the order). A closing line like “If you have any questions, write to us here” turns the reminder into a sales conversation.
Don’t use a collection tone. The goal is to accompany, not to pressure. A friendly and helpful tone works better than one that sounds urgent or demanding.
Review performance. From the ChateCommerce dashboard you can see how many messages were sent and how many orders converted. Use that data to adjust the message if needed.
Frequently asked questions
What happens if the customer pays before 24 hours?
The message is not sent. ChateCommerce detects the change in order status (paid or cancelled) and cancels the send automatically.
Does the automation apply to all offline payment methods?
Yes. It activates for any method that requires a payment action outside the site: bank transfer, cash at an agency, payment at a physical location, and others. It does not apply to card payments or digital payments that are processed instantly.
Can I customize the sending schedule?
For now, business hours are set as Monday to Friday, 9:00 AM to 8:00 PM. If you need a different schedule for your market, contact the support team.
Which stores are compatible?
The automation is available for stores connected to ChateCommerce through Tiendanube, Shopify, VTEX, Magento, and WooCommerce.
Ready to recover those sales?
Activate the automation from your dashboard and start recovering pending orders today. Have questions about how to set it up? Schedule a demo and we’ll help you get it live.