Your Customer Didn’t Receive Their Invoice – Tell Them to Check the Spam Folder
Paypal is a wonderful service that has allowed millions of sellers to accept credit cards online. I personally use their service more than any other for accepting payments from customers. Paypal itself has always performed flawlessly, the issues have always been with the emails.
In recent years more and more customers have had issues receiving the email invoices sent out through Paypal. These invoices do arrive, but they show up in the spam folder. This issue comes up when sending invoices to customers directly, like when requesting deposits for custom items.
There is no sure fire way to prevent this. The best way to deal with it is to email the customer prior to sending out the invoice and to let them know that it may show up in the spam folder. The customer will then know that 1. The invoice has been sent, and 2. That it may not end up in their inbox.
Regular emails almost always go through and if you do not get a response it is usually because the person on the other end decided not to get back to you. With Paypal invoices you need to follow up. I have had times where I would follow up 3 or 4 days after sending an invoice only to find out that it was never received. I would wait that long because I assumed the customer received it and I did not want to pressure them. Now I always follow up the next day just to make sure it went through.
It is something to think about the next time you have unpaid invoices and are ready to ship items.