A WhatsApp payment reminder must identify the company, clearly state which payment is pending, show the confirmed due date and amount, offer a secure way to settle the balance, and allow for correction or customer support. The tone should be respectful and discreet, without threats, embarrassment, or public exposure of the consumer.
The templates in this article are starting points. Adapt each message to the case, the customer relationship, the data available, and applicable rules. Never send a collection message before confirming recipient, order, amount, due date, and current status.
Can you charge a customer via WhatsApp?
WhatsApp can be used in a legitimate relationship between a company and a customer, but that does not mean any frequency, timing, or form of contact is appropriate. The company must consider applicable law, data protection, privacy, the contract context, and WhatsApp policies.
Under Brazilian law, the article 42 of the Consumer Protection Code states that during debt collection the defaulting consumer cannot be exposed to ridicule or subjected to embarrassment or threats. For that reason, communication must be private and must not involve family members, colleagues, employers, groups, or other third parties.
The General Data Protection Law (LGPD) requires that the processing of personal data be based on a legal ground and observe principles and data subject rights. Consent is one of the possible legal grounds, but it is not the only one. The ANPD lists different legal bases, including contract execution, regular exercise of rights, legitimate interest in specific conditions, and credit protection.
This legal assessment is different from the operational requirements of the channel. The WhatsApp Business Policy requires that the company has received the number and opt-in for subsequent messages, honor stop requests, and avoid surprising or misleading people. On the WhatsApp Business Platform, company-initiated messages may also require approved templates.
Note: this content is educational and does not replace legal advice. Regulated operations, large-scale collections, sensitive situations, or doubts about the legal basis should be reviewed by a qualified professional.
What must a collection message inform?
A useful collection message lets the customer recognize the relationship, verify the outstanding item, and choose to pay, correct information, or request support. Before sending, check:
- Company identification: use a recognizable name and an official channel.
- Sufficient reference: identify the order, invoice, or contract without exposing excessive data.
- Amount and due date: confirm both in the system that reflects the current status.
- Description of the outstanding item: objectively state what remains unpaid.
- Secure means to settle: offer access to payment or a second copy via a verifiable channel.
- Possibility to correct: allow the customer to report a payment already made or dispute the data.
- Customer support channel: indicate the team, signature, or route to speak to a person.
- Opt-out guidance: include and respect it when required by the context or applicable policy.
Do not send full CPF, full card number, password, token, authentication code, or full financial account number. WhatsApp policy forbids requesting or sharing certain financial and personal identifiers in full. Use only the minimum data necessary for the customer to recognize the outstanding item.
How to politely collect from a customer via WhatsApp
- Confirm the outstanding item exists: check the latest status and consider settlement delays.
- Verify the data: validate recipient, amount, due date, and reference before filling the template.
- Choose the right timing: differentiate between preventive reminder, due date notice, late payment, and dispute.
- Personalize only what's necessary: use name and reference enough, without excessive data.
- Keep a neutral tone: describe the situation and present a solution, without blame, irony or artificial pressure.
- Check the payment: validate domain, boleto, Pix key, payee and amount before sending.
- Record the response: note reply, payment, dispute, contact error or request to stop.
- End the sequence: stop further reminders when the status changes or someone takes over the case.
12 WhatsApp billing message templates
Replace the fields in brackets with verified information. The texts do not include functional links, real data or commercial terms. Before using any template, verify it matches the billing stage.
1. Pre-due reminder
Scenario: preventive communication about a charge that is not yet due.
Hello, [name]. This is [company]. We're sending a reminder that the payment for [order/invoice] is due on [date], in the amount of [amount]. If you need the document or to speak with our team, reply to this message. If you've already arranged payment, please disregard this reminder.
Caution before sending: do not use words like “late” or “default”, as the due date has not yet occurred.
Expected action: check the payment or request help before the due date.
2. Due-date reminder
Scenario: payment due on the day of sending.
Hello, [name]. [company] informs that the payment for [order/invoice], in the amount of [amount], is due today, [date]. You can access the payment method via this official link: [secure link]. If you have already made the payment, wait for the update or let us know here.
Caution before sending: confirm date, timezone, amount and link domain. Do not create urgency beyond the actual due date.
Expected action: access the secure payment method or report payment made.
3. First reminder after due date
Scenario: first contact after the due date, considering possible processing delay.
Hello, [name]. This is [company]. The payment for [order/invoice], due on [date] for [amount], still appears as pending in our system. If you have already paid, the update may still be processing. If you need a copy or want to check the information, we're available to help.
Caution before sending: check the clearing time and do not state the customer hasn't paid when the system simply hasn't located the update.
Expected action: request a copy, confirm status or notify payment.
4. Second payment reminder
Scenario: follow-up contact after the first reminder, without update or response.
Hello, [name]. We are following up regarding [order/invoice], in the amount of [amount], which remains pending. To review payment options, access [secure link] or reply to this message. If there's a discrepancy or payment has already been made, inform our team so we can review the case.
Caution before sending: check the history, avoid excessive repetition and do not increase pressure with threats.
Expected action: regularize payment, dispute or request support.
5. Order created with Pix pending
Scenario: the order exists but the Pix payment is not yet confirmed.
Hello, [name]. We received order [order] at [company], but the Pix payment still shows as pending. To complete it, use the option available at [secure link] until [valid date/time]. If payment has already been made, reply here so we can check the update.
Caution before sending: validate the order's existence, the real deadline and the status. Do not call this a abandoned cart.
Expected action: complete the Pix payment or request a status review.
6. Sending Pix key
Scenario: the company provides a pre-validated Pix key for the charge.
Hello, [name]. As requested, the official Pix key for [company] to pay [order/invoice] is: [Pix key]. Amount: [amount]. Before confirming, check in your banking app that the payee shown is [payee]. [company] never asks for passwords, tokens, or authentication codes.
Warning before sending: use only an internally approved key and confirm payee and amount. Never request banking credentials.
Expected action: verify the recipient and make the payment securely.
7. Pix copy-and-paste payment
Scenario: sending a specific Pix code for the charge.
Hello, [name]. Here is the Pix copy-and-paste code for [order/invoice]: [Pix code]. When you paste the code into your banking app, check the amount [amount] and the payee [payee] before authorizing. If there is any discrepancy, do not complete the payment and contact us via this channel.
Warning before sending: generate the code in the authorized system, confirm its validity, and never tell the customer to ignore a discrepancy.
Expected action: validate the information in the bank and pay, or report any difference.
8. Second copy of boleto or payment link
Scenario: the customer needs a new document or updated access.
Hello, [name]. The second copy for [order/invoice] is available at this official [company] address: [secure link]. Amount: [amount]. Updated due date: [date]. Before paying, check the beneficiary and the details shown. If the link does not open or there is any discrepancy, reply here.
Warning before sending: prefer a recognizable domain, explain any necessary redirects, and verify the document, beneficiary, and due date.
Expected action: open the second copy and validate the details before payment.
9. Payment already made or not found
Scenario: the customer reports a payment, but the system has not yet confirmed it.
Hello, [name]. Thank you for letting us know about the payment for [order/invoice]. The update is not yet reflected in our system. To review, please provide only [minimum required data] through this support channel. Do not send passwords, bank codes, full card numbers, or complete personal documents.
Warning before sending: request only the minimum information defined by internal process and forward sensitive documents via the appropriate channel, only when truly necessary.
Expected action: provide the minimum data or await the team's review.
10. Amount or due date disputed
Scenario: the customer claims the amount, date, or charge linkage is incorrect.
Hello, [name]. We have recorded your dispute regarding [order/invoice]. We will pause automated reminders while our team reviews the amount, due date, and history. Support will continue via [team/channel]. Do not make any payment until you receive the review through our official channels.
Warning before sending: stop the collection sequence and do not continue asserting that the debt is valid before human analysis.
Expected action: wait for the review and respond to the assigned agent.
11. Negotiation proposal
Scenario: the company is authorized to discuss alternatives, but no condition has yet been approved for that customer.
Hello, [name]. [company] would like to discuss the outstanding [order/invoice], currently in the amount of [amount]. If you are interested in reviewing available options, reply to this message so our team can evaluate the case. Terms depend on analysis and will be confirmed before any agreement.
Warning before sending: do not promise discounts, installments, deadlines, or benefits without authorization and validation.
Expected action: express interest and start human support.
12. Payment confirmation and closure
Scenario: the system confirmed the update and the charge should be closed.
Hello, [name]. The payment for [order/invoice] has been confirmed by [company]. Thank you. The status has been updated and reminders related to this pending item will be closed. If you need to track the order or clarify any information, reply here.
Caution before shipping: confirm that the payment was actually recognized and stop all rules linked to the pending item.
Expected action: no payment action; only support if necessary.
What not to write in a WhatsApp payment reminder
Avoid content or practices that turn a reminder into undue pressure or a fraud risk:
- threats, humiliation, sarcasm, accusation or attempts to cause shame;
- exposing the debt in groups or communicating with third parties;
- false urgency or invented deadlines;
- automatic promise of legal consequences;
- mentioning blacklisting, protest or legal action without legal and operational validation;
- new reminders after the payment has been confirmed;
- shortened links or unknown domains without explanation;
- asking for a password, token, authentication code or full financial details;
- repeated messages without frequency control;
- promotional offers mixed with the transactional reminder without evaluating purpose and policy.
Do not try to “harden” the text as a conversion technique. If the case requires legal action, forward it to the appropriate process instead of improvising threats in the message.
How many messages to send and at what times?
There is no universal quantity, interval or schedule that suits every collection. The decision depends on the due date, payment method, settlement time, relationship, timezone, customer type, applicable legislation and policies.
An illustrative sequence could include a reminder before the due date, another on the due date and a contact after confirming the payment remains pending. A second reminder should only occur after re-checking the status and reviewing the history. This example is not a prescription: each company must justify and test its own frequency.
Stop the sequence immediately when there is payment, dispute, contact error, opt-out request or human escalation. Avoid inappropriate times and persistence. Lack of response does not authorize indefinite increases in frequency.
Manual collection or automated reminder?
| Aspect | Manual collection | Event-triggered automated reminder | When it may make sense |
|---|---|---|---|
| Volume | Handled case-by-case by the team | Executes rules for eligible events | Manual for few cases; automated for well-defined repetitive tasks |
| Status | Agent checks before writing | Integration queries or receives the billing status | Depends on the reliability and freshness of the source |
| Personalization | Allows individual analysis | Uses preconfigured fields and conditions | Manual in ambiguous situations; automated for standardizable messages |
| Interruption after payment | Depends on agent verification and action | Depends on the event and the closing rule | Automation requires reliable status and exception testing |
| History | May become scattered without a defined process | Can be recorded by the platform and integration | Important in operations with multiple people and stages |
| Exceptions | The person reviews and decides | Needs escalation for situations outside the rules | Disputes, negotiations and discrepancies require human handling |
Automation does not eliminate errors nor replace human support. It should only send a reminder when data, rules and closure are correctly configured. The content about WhatsApp sales automation shows how to prioritize flows and dependencies.
How to automate without charging someone who already paid
- Get the real status: use the store, the ERP, the gateway or another authorized source.
- Confirm the pending status: check again before each message and consider settlement.
- Apply rules and exclusions: remove confirmed payments, expired orders, disputes and incorrect contacts.
- Send the appropriate template: distinguish due date, late payment, Pix, boleto and review.
- Track update and reply: log status changes and customer messages.
- Stop the flow: end after payment, expiration, dispute or applicable request.
- Forward exceptions: route discrepancies to a person with context and authority.
An integration can turn the order status into a reminder, but available events vary. Know the pending payment flow via WhatsApp and confirm which states, payment methods and closing rules are compatible with your operation.
When the customer replies or disputes, the conversation can move to a team support inbox. After confirmation, an order update notification should reflect the new status, without continuing to repeat the charge.
Frequently asked questions
Is it allowed to charge a customer via WhatsApp?
The channel may be used in a legitimate relationship, provided the company observes legislation, legal basis, privacy, context and WhatsApp policies. Collection must not involve threats, coercion or exposure. Specific cases require legal review.
How to collect without being intrusive?
Confirm the pending item, choose the right timing, identify the company, use a neutral tone, present a solution and allow dispute or support. Control frequency and stop contact when the status changes.
What to write to a customer who hasn’t paid yet?
State the company, reference, amount, due date and verified status. Offer a secure payment method and a channel to report payment or discrepancies.
Can I send a Pix key via WhatsApp?
You may provide a company-validated key, but the customer must verify the amount and payee in their banking app. Never request passwords, tokens or authentication codes.
How to avoid scams in links and payment requests?
Use a recognizable channel and domain, identify the company, validate the link, document, recipient and amount, and advise the customer not to pay if there’s a discrepancy. Do not promise absolute security.
How many collection messages can I send?
There is no universal recommended number. Set a frequency appropriate to the case and applicable rules, avoiding persistence. Stop upon payment, dispute, wrong contact or human escalation.
How to stop collection when payment is confirmed?
Integrate the updated status into a closing rule, cancel scheduled messages and confirm that other automations aren’t still using the old pending status.
What’s the difference between pending payment and abandoned cart?
In a pending payment there is an identifiable order or charge awaiting confirmation. In an abandoned cart, the purchase has not yet been completed as an order under the store’s defined conditions.
Primary sources consulted
- Consumer Protection Code, especially Article 42 — consulted on 08/20/2026.
- General Personal Data Protection Law — consulted on 08/20/2026.
- ANPD frequently asked questions, section on legal bases — consulted on 08/20/2026.
- WhatsApp Business Messaging Policy — consulted on 08/20/2026.
Conclusion
A respectful collection follows a simple sequence: verify the data → choose the timing → send a clear message → handle the reply → update the status. Templates help writing, but they don’t fix a non-existent pending item, a wrong recipient or an automation without a closing rule.
If your operation needs to check the real order status and stop reminders when payment changes, learn about WPP Marketing pending payment automatic reminders and evaluate compatibility with your store and payment methods.