jecasc - 9:34 am on Oct 24, 2011 (gmt 0)
We contact customers who have problems with Paypal or credit card payment.
However before we started to do this we changed the checkout process and separated the payment from the order process. Most shopping carts by default integrate the payment before the actual checkout which means when there is a problem with the payment the customer can't finish his order. We changed it so the customer can select his payment option, then checks out, gets a message that his order is complete, and then is redirected to the payment page.
If the payment does not arrive we send an automated reminder and offer help and alternative payment options. If the customer does not respond we cancel the order.
I would not advise to simpy save customer details and contact customers unless they have consciously submitted their data during the order process and are aware that their data has now been saved.
Else most people will go ballistic when you contact them. And in many countries this would also be a violation of privacy laws.