Zibbet Q&A: My buyer didn’t pay. What should I do?
When a buyer goes through checkout, they are presented with a ‘Commit To Buy’ / ‘Pay via PayPal’ button. If they click this button, the sale will show up in your ‘Sold Items’ section.
At this point the buyer has committed to the purchase, but still needs to pay. The next step is to complete the payment at PayPal, which is where the buyer is automatically taken after clicking the ‘Pay via PayPal’ button. Unfortunately, some buyers don’t complete this step. We refer to these buyers as ‘Non Paying Buyers’ or NPBs.
There is a variety of reasons why you may have an NPB. The buyer may not have a PayPal account or he/she may have changed their mind about making the purchase. The buyer may think they’ve already paid when they actually haven’t. A distraction such as a ringing phone or crying baby may cause the buyer to forget to complete the transaction.
The general approach among sellers is to give the buyer a few hours to complete the payment before sending a friendly reminder message. When you send a message, be sure to thank the buyer for the purchase and provide instructions on how to complete the payment. If you don’t receive a response from the buyer within a reasonable length of time, it’s safe to assume that the buyer doesn’t intend to complete the purchase.
You currently have two options at this point:
1. The order will automatically be cancelled if no action has been taken, and the items relisted after 7 days.
2. Contact Support with the order number. We can cancel the order and relist the items for you.
In the future, you will have the ability to cancel your orders manually.
Here are two sets of instructions for completing the purchase that you can share with your buyer:
1. Go to http://www.zibbet.com and log in to your My Zibbet.
2. Select ‘Purchases’ from the right-hand column.
3. Find the order in the purchases list.
4. Select ‘Pay via PayPal’ from the drop-down menu next to the order.
5. Complete payment via PayPal.
Alternatively:
1. Go to http://www.zibbet.com and log in to your My Zibbet.
2. Select ‘Cart’ from the top of the page.
3. Find the order at the bottom of the page which still requires payment.
4. Select ‘Pay for Order’.
5. Complete payment via PayPal.
Best wishes for much success on Zibbet!
Vicki is committed to assisting her fellow Zibbeters improve their shops for successful online selling. She is the owner of five Zibbet shops: LOC Design Studio, Denim and Pearls, A Stitch and a Prayer, Black Creek Crossing and Think Like a Fish. You can follow Vicki on Twitter and through her LOC Design Studio blog.
Tags: Cancel Order, Non Paying Buyer, Sales, Success on Zibbet
This hasn’t happened yet, but your info is definitely worth bookmarking for the future. Thanks, Vicki–very helpful, as usual! ^_^
This has happened to me several times! Two times with one customer, I contacted her and she paid! AND a couple times when I contacted customers and they did not pay! I’m always nice when I contact them , thank them and let them know it’s okay if they’ve changed their mind, but if they hadn’t changed their mind it’s to let them know their payment didn’t go through, could they please check on it!
Useful info! Thank you Vicki!
Good job Vicki! Thanks for writing all these useful articles for the Zibbeters.
Thanks for the info. I’ve just had this happen, and it’s been almost a week. I’ve sent a couple of friendly reminders, but haven’t rec’d any reply. I wonder if I could send a Paypal invoice, but don’t have their e-mail address.
If you’ve attempted to contact the buyer more than once with no response, it sounds like you have an NPB. If you’d like to have the order cancelled, send us an email at support@zibbetcom and we’ll take care of if for you. Please include the order number. Or, after 7 days the order will automatically be cancelled if you’ve not left feedback for the buyer or marked the item as having been shipped.
Thank you for the clarification.