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.<\/p>\n\n\n\n
The Pending Payment Order<\/strong> automation lets you send a WhatsApp reminder exactly 24 hours after the order is created, at a time when the customer can act \u2014 without you having to do anything manually.<\/p>\n\n\n\n To activate this automation you need:<\/p>\n\n\n\n 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.<\/p>\n\n\n\n The message is sent only during business hours: Monday to Friday, 9:00 AM to 8:00 PM<\/strong>. This prevents the message from arriving when the customer can’t act (late at night, weekends) and improves the response rate.<\/p>\n\n\n\n If before that deadline the customer has already completed the payment or cancelled the order, the message is not sent<\/strong>. The automation detects that change and cancels the send automatically.<\/p>\n\n\n\n From that point on, all orders with pending payment in your store will receive the reminder automatically.<\/p>\n\n\n\n Include the order number and amount.<\/strong> 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.”<\/p>\n\n\n\n Open the door for questions.<\/strong> 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.<\/p>\n\n\n\n Don’t use a collection tone.<\/strong> The goal is to accompany, not to pressure. A friendly and helpful tone works better than one that sounds urgent or demanding.<\/p>\n\n\n\n Review performance.<\/strong> 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.<\/p>\n\n\n\n The message is not sent. ChateCommerce detects the change in order status (paid or cancelled) and cancels the send automatically.<\/p>\n\n\n\n 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.<\/p>\n\n\n\n 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.<\/p>\n\n\n\nBefore you begin<\/h2>\n\n\n\n
\n
How it works<\/h2>\n\n\n\n
How to set it up<\/h2>\n\n\n\n
\n
Best practices<\/h2>\n\n\n\n
Frequently asked questions<\/h2>\n\n\n\n
What happens if the customer pays before 24 hours? <\/h3>\n\n\n\n
Does the automation apply to all offline payment methods? <\/h3>\n\n\n\n
Can I customize the sending schedule? <\/h3>\n\n\n\n
Which stores are compatible? <\/h3>\n\n\n\n