Shops that take bank transfers see this almost every week: a customer transfers too little because they forgot the shipping fee, too much because of a typo, or splits the payment into two or three transfers. If you pack the order as soon as a slip arrives, you may ship without the full amount, or forget to return the extra and upset the customer. This article covers each case, with sample messages you can use in chat.

First, compare the slip amount with the amount due every time

Every time a customer sends a slip, compare the amount on it with the order total, including shipping and discounts. Do not only check that the slip is real: a real slip for the wrong amount loses you money too.

If several people answer chats, agree on one rule: an order counts as paid only when the amount matches. If it does not, the person handling that chat settles it with the customer first, then passes the order on for packing.

The customer transferred too little

Most customers do not mean to. They forgot the shipping fee or looked at the price before a discount. What to do:

State the amount received, the amount due and the difference clearly in one message.
Do not pack or ship until the full amount arrives.
Ask the customer to transfer only the difference and send the second slip in the same chat.

Sample message: “Thank you for your transfer. We received [slip amount]. The total for this order including shipping is [order total], so [difference] is still due. Please transfer the rest and send the slip in this chat, and we will ship as soon as the full amount arrives.”

The customer transferred too much

Always tell the customer, even if they have not noticed. Returning the extra on your own makes customers trust your shop more.

State the amount received and the extra, then ask whether they want it back or kept toward their next order.
If you refund, send it to the same account the customer transferred from. The account name on the slip should match the customer's name.
Send the refund slip in chat and note in the order how much was returned.

If someone says they overpaid and asks for the refund to go to a different account from the one they paid with, first check that the money really reached your account, and take extra care: this is a common trick used on shops.

The customer paid in several transfers

Some customers pay from several accounts or in parts. Add up every slip for that order and tell the customer the total so far and what is still due. Keep every slip attached to the same order so teammates who look later do not count twice or miss one.

Let the system catch amounts that don't match

With many orders, checking every amount by eye is easy to get wrong. Easyrobin helps like this:

The customer sends a slip in LINE OA chat and the system checks it with the bank. If the amount matches an order waiting for payment, the order changes to paid at once.
A slip that cannot be matched to an order waits for the team to choose the order.
If the customer pays in several parts, the amounts are added up for you.
You can set a minimum amount per channel, and choose whether the result is shown to the customer in chat or only to the team.

See the details on the sales orders in chat feature page and the slip check feature page.

Frequently asked questions

Should I ship before the customer pays the rest?

It is better not to. State the difference clearly and ship once the full amount arrives. If you decide to ship first, agree in chat when the customer will transfer the rest.

Do I have to return an overpayment?

Tell the customer every time, then refund it or keep it toward their next order, as they choose, and refund to the same account they paid from.

Does Easyrobin know when the slip amount doesn't match the order?

Yes. If the amount matches an order waiting for payment, the system marks it paid. If not, the slip waits for the team to choose the order, and split payments are added up for you.

A wrong transfer amount is a small thing. Check every time and reply clearly, and customers will feel safe buying from your shop.

Customer Paid Too Little or Too Much: What to Do