Two different problems
| Problem | What happened | What fixes it |
|---|---|---|
| Abandoned checkout | The buyer started checkout and left before placing the order | Clear payment options shown before checkout, and a short checkout |
| Unpaid order | The order was placed but payment never arrived | Payment reminders with the exact amount and instructions |
For most research stores the second problem is far larger, and it is easier to fix because you already have the buyer's email and order.
A reminder schedule that works
- Immediately: the order confirmation, with the amount, the payment method they chose and the exact instructions, including the order code to put in the memo.
- After about 24 hours: a short reminder with the same instructions and a link back to the payment page.
- After about 48 hours: a final reminder saying when the reserved stock will be released.
- At the deadline: cancel the order, release the stock, and send a polite note with a link to order again.
Say plainly which payment methods you accept before the buyer places the order. A buyer who finds out at the last step that card is not available is the most likely to leave.
What each reminder should say
- The order number and the exact amount due.
- How to pay, step by step, for the method they chose.
- The payment code to include, so the payment matches the order.
- When the stock hold ends.
- A way to ask a question, and a way to cancel.
How Purity handles it
Purity holds stock for unpaid orders, sends payment reminders to buyers who have not paid, and releases the stock when the hold ends. Payments that include the order code match the order automatically, so the reminder stops the moment the money arrives. The free payment memo guide shows buyers exactly what to type.
Common questions
- How long should a research store hold stock for an unpaid order?
- Most stores hold for two to three days. Longer holds tie up stock that paying buyers could have bought.
- Should unpaid order reminders be texts or emails?
- Email first. Texting works well too, but only for buyers who agreed to receive texts, and it has its own consent rules.