Payment Reminder | Message Center – SHOPLINE Help Center

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Message Center supports customizing payment reminders. If a customer does not make a payment after placing an order, a payment reminder will be sent automatically.

⚠️ Before you begin, please note:

The feature and UI would be different depending on the merchant's plan.
Following Meta's discontinuation of Messenger Message Tags on 9 February 2026, some order notifications may not be delivered after the 24-hour interaction window closes. SHOPLINE will replace this with the Utility Message feature. You simply need to reconnect your Facebook Page. If you have any questions, please contact our Online Merchant Success Team.

1. Customize payment reminder

Step 1

In the SHOPLINE Admin, go to [Social Commerce] > [Message Center]. On the left menu, select [Marketing Assistant] > [Payment Reminder Settings].

Step 2

Select the target population.

1. Social Channel Customers: Customers who placed orders from the livestream, Message Center, or post sales (currently does not include orders created in [Social Commerce] > [Manual Order]).

2. Online Store Customers: Customers who placed orders from the online store.

Step 3

Set the message send time. The payment reminder is automatically scheduled to be sent 2 days after the order is created, specifically at 14:00.

After order is created: Select between today or after 1-7 days.
Send time: Select from 0:00-23:00.

For example:

You've set the payment reminder to be sent at 14:00, 2 days after the order is placed. For example, if a customer places an order on 1 June and has not made a payment yet, they will receive a payment reminder at 14:00 on 3 June.
You've set the payment reminder to be sent at 14:00 on the same day, the system will send the reminder based on the time the customer places the order:

⚠️ Note: If you adjust the sending time afterward, the system will send payment reminders according to the following rules.

Scenario 1: If the adjusted send time is earlier than the original send time, the system will send the payment reminder according to the original send time.

For example, the original payment reminder was set to be sent 
at 10:00, 3 days after the order is created.
A customer placed an order on 1 June and has not yet made a payment.
On 2 June you adjust the send time to 10:00, 2 days after the order is placed,
and the system will send a payment reminder at 10:00 on 4 June.

Scenario 2: If the adjusted time is later than the original send time, the system will send a payment reminder based on the adjusted time.

For example, the original payment reminder was set to be sent 
at 10:00, 3 days after the order is created.
A customer placed an order on 1 June and has not made a payment yet.
On 2 June you adjust the send time to 5 days after the order is placed at 10:00, 
and the system will send a payment reminder at 10:00 on 6 June.

Step 4

You can switch on toggles to send the reminder to different social channels.

Facebook
Instagram
LINE
WhatsApp

*Note: If your recipient is an "Online Store Customer," the system will send a notification to the social channel they are connected to (which also means that the customer needs to bind their social account to receive the reminder).

If the customer connects to more than one social account, the message will be sent via the social channel with the highest sorting order. You can click the Sort button on the right to change the sorting order.

For example

Sending settings:

Target population: Social Channel Customers & Online Store Customers.
Social channel sorting order: Facebook > Instagram > LINE > WhatsApp.

Only switched on the toggles for Facebook, Instagram, and WhatsApp.

- Customer A: Ordered from Facebook Live.
Reminder sent to the Facebook account for unpaid orders.

- Customer B: Ordered from the online store with an Instagram account linked.
Reminder sent to the Instagram account for unpaid orders.

- Customer C: Ordered from the online store with Facebook and Instagram accounts linked.
Reminder sent to the Facebook account for unpaid orders.

- Customer D: Ordered from the online store with LINE and WhatsApp accounts linked.
Reminder sent to the WhatsApp account for unpaid orders.

- Customer E: Ordered from the online store with multiple Facebook accounts linked.
Reminder sent to the most recently interacted Facebook account for unpaid orders.

Step 5

Click to expand the sections for Instagram, or LINE, and customize the message content and button text (the message template provided by the system is displayed by default).

You can insert dynamic texts for "Customer name" and "Order amount". Click the button to insert the dynamic texts into the message content field.

*Notes:

The "Message content" field has a limit of 340 characters, and the "Button text" field has a limit of 23 characters.
Customizing multilingual content is currently not supported.
Due to Meta discontinuing Messenger Message Tags, Facebook payment reminders cannot be customized. A fixed template will be used instead.
Customizing WhatsApp payment reminders is currently unsupported. The system has preset an unpaid order notification template for you.

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Step 6

After editing, you can preview the message on the right. After confirming the content, click the Update button to save the settings.

If the customer has not made a payment after placing the order, the system will automatically send your customized payment reminder message at the time you've set (as shown in the example on Facebook Messenger below).