PayNearMe's Payer Re-Engagement feature enables bill pay and lending clients to recover lost payments by automatically reaching out to consumers who start but do not complete a payment within the Consumer Portal. By detecting abandoned payment sessions and sending timely reminders via email or SMS, this configurable solution helps clients increase completed payment rates, reduce delinquency, and minimize manual agent follow-up. With an easy, flexible configuration and seamless integration into existing workflows, Payer Re-Engagement delivers a low-effort, high-impact way to boost revenue, improve customer experience, and gain valuable insights into payment behavior—all while reducing support burdens and operational costs.

How it Works

1. The consumer accesses his/her account in the Consumer Portal within the abandonment window and clicks either the One-Time Payment or Set Autopay buttons but—for whatever reason—does not submit the payment within 24 hours. The abandonment window is configurable but typically is 3 or 5 days before the payment due date.
2. The Payer Re-Engagement engine runs a job identifying orders that consumers had accessed but did not complete a payment. The engine then
   1. Creates an Abandonment record,
   2. Sends an email and/or SMS message to each consumer reminding them to complete their payment,
   3. Sends an Order Change Callback to the client identifying the abandonment event.
3. Once the consumer makes the payment, no further messaging is sent.

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Coming Soon

Clients using the Payer Re-Engagement feature will have an Insights Dashboard in the Business Portal that tracks the following:

• Abandonment Events
• Re-Engagement Messages
• Click-Through and Conversion Events

Client Requirements

The Payer Re-Engagement feature is available only to bill pay and lending clients at this time. Additional requirements include the following:

• To configure Payer Re-Engagement, clients will need to
  • Define the abandonment window (i.e., how many days before the Due Date to send the message)
  • Include a billing Due Date during order creation
• For the consumer messaging, clients must
  • Subscribe to PayNearMe's Engagements
  • Collect either the consumer's mobile phone number or email address or both during order creation
• For callback notifications, the client must be configured for the Order Change Callback.

Messaging

The following table displays the email and SMS text for Payer Re-Engagement notifications. In future iterations of this feature, clients will be able to configure the text of these messages to fit with their unique branding standards.

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Stopped Numbers

The Payer Re-Engagement engine will not send messages to consumers who have opted out of SMS communications by issuing the STOP code. If a consumer subsequently opts back in by issuing the RESUME code, he or she will resume receiving these messages.

Callback Notifications

For clients who want to be notified when abandonment events occur, PayNearMe recommends subscribing to the Order Change Callback (OCC). Your PayNearMe Technical Account Manager can help you set up your OCC configuration. Abandonment events display in the origin parameter that returns with the OCC request. The request payload also includes the abandonment_status and abandonment_timestamp parameters.

{
  "timestamp": "1764715599",
  "origin": "Abandonment",
  "site_customer_identifier": "615840000",
  "site_order_identifier": "5994398221",
  "payee_identifier": "S3711063247",
  "pnm_order_identifier": "87706628154",
  "version": "3.0",
  "abandonment_status": "executed",
  "abandonment_timestamp": "2025-12-02 22:46:39",
  "site_identifier": "S3711063247",
  "signature": "a00023c752ca08f53f43b6fa013f955fb96622d0acec192edb525d7568f97d95"
}

{
  "order_change_response": {
    "version": "3.0",
    "change": {
      "pnm_order_identifier": "87706628154"
    }
  }
}