If the customer fails to pay in time after placing an order, the customer service staff must follow up in time, otherwise the order will be automatically cancelled by the system due to failure to pay in time. Customer service staff can adopt the following strategies for different situations of unpaid orders.
(1) Remind the customer to pay. For unpaid orders, customer service staff can first check the time when the customer placed the order. Generally, for orders that have not been paid within 2 days after placing the order, customer service staff can send internal messages or emails to customers, or use Aliwangwang International Edition (Trade Manager) to communicate with customers in a timely manner to understand their opinions on these “unpaid orders”; they can also send messages to customers immediately after placing an order to remind them to pay.
(2) If the customer still fails to pay after being reminded, the specific situation should be analyzed. Customer service staff should communicate with customers in a timely manner, analyze the reasons for their failure to pay, and encourage customers to pay; if the customer’s unpaid order exceeds two days and there is still no response to the emails, internal messages, etc. sent, the customer can be abandoned.
In addition, if the customer service staff fails to respond to the customer’s inquiry in time due to time difference, holidays, etc., they can apologize first, and then win the customer through preferential shipping or promotions; if they encounter customers who ask further questions about the product, the customer service staff should patiently answer the customer’s questions and impress the customer to facilitate the final transaction. Common expressions are as follows.
① We can say for certain that our price is comparable with any other sellers. (We can say for certain that our price is more competitive than any other manufacturer’s price.)
② We will give your orders preference over others’. (We will give priority to your orders.)
③ Our products have met with the approval of clients all over the world. (Our products have been recognized by customers all over the world.)
Take the initiative to understand the reasons why customers have not paid. According to the transaction of goods on cross-border e-commerce platforms, the reasons why customers have not paid generally include doubts about the details of the goods or hesitation about the price of the goods. For these questions, customer service staff should answer patiently, and when necessary, provide detailed descriptions such as pictures, videos, and texts to effectively guide customers to pay in time and facilitate transactions.
(3) Through incentives and stimulation, remind customers to pay early so as to avoid missing the discount/offer period. If the customer’s order quantity is large, remind the customer to pay early to avoid the goods being out of stock.