Cash on Delivery Confirmation in Malaysia: Confirm COD Orders on WhatsApp Before You Ship
Confirm every COD order on WhatsApp before you pack it. When a cash on delivery order comes in, AeroChat sends the customer your approved WhatsApp template with the items, the total in ringgit and the delivery address. The customer taps Confirm or Cancel. AeroChat marks the order, fixes the address if needed, offers a payment link to anyone who would rather pay now, and books the delivery with POS Malaysia once the order is confirmed.
Many Malaysian shoppers still choose cash on delivery, on their own store orders and on marketplace orders alike. Sellers lose money when a parcel comes back refused or the address was wrong. A short confirmation in chat, before the order leaves your shelf, catches most of these early. This page shows how to run that check in Malaysia with the systems local sellers already use.
Why COD orders fail in Malaysia
Sellers describe the same three causes. Some orders were never serious: a second thought, a test, or a fake order. Some addresses are incomplete, such as a missing unit number, taman or postcode. And nobody talks to the customer between checkout and the doorstep, so the first contact is the rider at the door. Calling each COD customer works when orders are few. During 11.11, 12.12 or a payday sale, the calls fall behind and unconfirmed parcels ship anyway.
How AeroChat confirms a COD order
- The order arrives. Your store sends the new COD order to AeroChat. Shopify, WooCommerce and Wix are built in. A Google Sheets store works too.
- AeroChat asks the customer. If the customer opted in to WhatsApp order messages, AeroChat sends your approved utility template with the order number, items, total and address, plus Confirm and Cancel buttons.
- It acts on the answer. Confirm marks the order as confirmed so it goes to packing. Cancel cancels it and asks why. A new address is read back and updated on the order before packing.
- It offers to switch to prepaid. If the customer would rather pay now, AeroChat sends a payment link in the same chat. Payment is detected automatically, so the customer never has to type “paid”.
- It books the delivery. Once confirmed, AeroChat books the shipment with POS Malaysia and sends the tracking number in the same chat.
Customers can reply in Bahasa Malaysia, English, Chinese or a mix. AeroChat replies in the customer’s language, Manglish included.
AeroChat: Hi Aisyah, thanks for your order #5120: 2 x Baju kurung cotton, size M, RM178 cash on delivery, to No. 12, Jalan Melati 3, Taman Sri Muda, 40400 Shah Alam (example). Please confirm so we can ship it. [Confirm] [Cancel]
Customer: Confirm. Boleh hantar ke office? Level 8, Menara KL Sentral (example).
AeroChat: Boleh. Your order will go to Level 8, Menara KL Sentral. Would you like to pay now by online banking or card instead of cash? Here is the link if so. Otherwise you pay the rider.
Customer: Ok I pay now.
AeroChat: Payment received, thank you. Your order is confirmed and booked with POS Malaysia. Tracking number: ER123456789MY (example).
In your store: order #5120 is marked confirmed and paid, its address is updated, and the shipment is booked.
Copy this into AeroChat
When a new cash on delivery order is created in our store, follow these steps.
- If the customer did not opt in to WhatsApp order messages, tag the order “COD call needed” (example) and stop.
- Send our approved template cod_confirm_my (example) with the order number, items, total in RM and delivery address, and the buttons Confirm and Cancel.
- If they tap Confirm, tag the order “COD confirmed”. Then ask if they would like to pay now instead of cash. If yes, send a payment link for the order total and mark the order paid when the payment comes through.
- If they tap Cancel, cancel the order and ask if they want to tell us why. Add their answer as a note.
- If they send a new address before the order is packed, read it back, then update the order.
- When the order is confirmed, book the shipment with POS Malaysia and send the tracking number.
- If they ask to change items, pass the chat to our orders team with the order number.
Never mark an order confirmed unless the customer confirmed it. Reply in the customer’s language.
Change the tag names, the template name and the courier to the ones you use before you paste it.
Local systems AeroChat connects to in Malaysia
- Payment links: Airwallex is built in. No Airwallex account yet? Open one here. Malaysian gateways connect through their APIs: Billplz, CHIP, Fiuu, Razorpay Curlec, Stripe and HitPay.
- Delivery: POS Malaysia is built in for booking and tracking. EasyParcel, Lalamove and GrabExpress connect through their APIs.
- Store platforms: Shopify, WooCommerce and Wix are built in. Sellers starting out can run from a Google Sheet.
- Marketplaces: AeroChat answers buyers in TikTok Shop buyer chat and supports Shopee and Lazada.
The same flow is written up for Shopify and WooCommerce, and as a store workflow on every channel. Ready-to-copy messages are in the COD confirmation templates.
Questions
Do I need the WhatsApp Business API for this?
Yes. Template messages with buttons run on the WhatsApp Business Platform. AeroChat connects your number through Meta’s embedded signup, and with coexistence you can keep the WhatsApp Business app on the same number. See WhatsApp Business API in Malaysia.
Does the customer need to opt in?
Yes. WhatsApp requires the customer’s consent before a business sends a template message. Add a WhatsApp opt-in at checkout. AeroChat skips customers who did not opt in and tags their orders for a call.
What does each confirmation message cost?
Meta charges per delivered template message, and Malaysia has its own rate on Meta’s rate card. A confirmation is a utility template. See WhatsApp pricing for how it works.
What if the customer doesn’t reply?
The order stays unconfirmed so your team can see it and call. Nothing ships unconfirmed unless your team decides to ship it.
Can I use it for marketplace COD orders?
Marketplace orders follow each marketplace’s own chat rules. Use the confirmation flow for orders from your own store, and AeroChat for buyer questions in TikTok Shop, Shopee and Lazada chat. More on the topic in cash on delivery for online sellers.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Confirm your next COD order in chat
Sign up, connect your store and WhatsApp number, paste the recipe, and place a test COD order with your own phone.
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On Shopify? Install AeroChat from the Shopify App Store.