When communicating with a customer from whom you need to collect funds for a return, it's important to approach the conversation with professionalism, clarity, and empathy.

Typically returns occur due to technical issues, or because of the time taken for an ACH to reach the customer’s bank account. Your customer may not have intended to cause a failed payment.

Make sure that you reach out to the customer promptly via their preferred communication channel, whether it's email, phone call, or text message. You can use the suggested email template below. Ensure that your message clearly indicates the purpose of the communication and the urgency of the matter.

Express your willingness to assist the customer in resolving the issue and provide guidance on how they can make payment. You could consider offering flexibility in payment options to accommodate their preferences.

Throughout the communication process, try to maintain a professional and empathetic tone. Understand that the customer may be experiencing frustration or inconvenience and demonstrate empathy and understanding towards their situation.

Follow up with the customer regularly to ensure that payment is made according to the agreed-upon terms. Provide assistance and support as needed to help facilitate the payment process and resolve any issues or concerns that may arise.

By communicating effectively and empathetically with the customer, you can help facilitate the payment collection process and maintain positive customer relationships.

When communicating with the customer, you can utilize the following message:

Dear [Customer's Name],

I hope this message finds you well. We wanted to bring to your attention an issue related to a recent purchase made at [STORE NAME] on [DATE]. The payment you made online via ACH (a bank transfer) was declined. This happened because we were informed that your account details were incorrect.

We understand that situations like these can occasionally occur, and we want to ensure that your payment is processed smoothly. To resolve this matter promptly, we request you to visit our [location/address] and make a cash payment, or utilize some other payment method available at our store. Our friendly staff will be ready to assist you.

If you have any questions or concerns regarding a cash payment, or you would like to pay us in some other way, please contact us. Our goal is to ensure that your payment is successfully processed, and we are here to assist you every step of the way.

You can reach us at [customer support contact details] or simply reply to this email, and we will promptly assist you. Please note: you will not be able to make an online transaction at this store unless this payment is completed.

Thank you for your prompt attention to this matter, and we appreciate your continued business with us.

Sincerely,

[Your Name] [Your Title] [Company Name] [Contact Information]