Cash on Delivery Confirmation in the Philippines: Confirm COD Orders in Chat Before You Ship
Confirm every COD order in chat before you pack it. When a cash on delivery order comes in, AeroChat messages the customer with the items, the total in pesos and the delivery address, on WhatsApp or in the Messenger chat they already use with your page. The customer confirms or cancels. AeroChat marks the order, fixes the address if needed, offers a payment link to anyone who would rather pay now, and books the courier once the order is confirmed.
Cash on delivery is a common way to pay for online orders in the Philippines, on sellers’ own stores, on Facebook pages and on marketplaces. Many Filipino shoppers talk to sellers on Facebook Messenger, and many use WhatsApp too. A refused parcel costs shipping both ways and ties up stock. A short check in chat before dispatch catches the orders that were never going to be accepted.
Why COD orders fail in the Philippines
Sellers name the same causes. Some orders are “joy reservers” who change their mind or never meant to buy. Some addresses miss the barangay, a street name or a landmark the rider needs. Some customers are not home, or not ready with the cash. And the first contact after checkout is often the rider at the gate. Calling or messaging each COD buyer by hand works on a quiet day. During 11.11, 12.12 or a payday sale, the messages fall behind.
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. On WhatsApp, if the customer opted in to order messages, AeroChat sends your approved utility template with Confirm and Cancel buttons. On Messenger, it replies in the conversation the customer started with your page.
- 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 or landmark is read back and updated on the order.
- It offers to switch to prepaid. If the customer would rather pay now, AeroChat sends a payment link in the same chat, and the customer can pay with GCash, Maya or card where your gateway account offers them. Payment is detected automatically, so the customer never has to send a screenshot or type “paid”.
- It books the courier. Once confirmed, AeroChat books the delivery through your courier’s API and sends the tracking details in the same chat.
Customers can reply in English, Filipino or Taglish. AeroChat replies in the customer’s language.
AeroChat: Hi Joanna! Thanks for your order #2218: 1 x Linen co-ord set, size S, ₱1,290 cash on delivery, to 45 Mabini St., Brgy. San Antonio, Pasig City (example). Please confirm so we can ship it. [Confirm] [Cancel]
Customer: Confirm po! Near the 7-Eleven sa corner, blue gate.
AeroChat: Noted po, we added “near the 7-Eleven, blue gate” to your address. Would you like to pay now with GCash instead of cash? Here’s the link if so. If not, you can pay the rider.
Customer: Sige, GCash na lang.
AeroChat: Payment received, salamat! Your order is confirmed and booked for delivery. Here’s your tracking link (example).
In your store: order #2218 is marked confirmed and paid, the landmark is added to the address, and the delivery 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 and has no open Messenger chat with us, tag the order “COD call needed” (example) and stop.
- On WhatsApp, send our approved template cod_confirm_ph (example) with the order number, items, total in ₱ and delivery address, and the buttons Confirm and Cancel. On Messenger, send the same details with the same two buttons in the open chat.
- If they tap Confirm, tag the order “COD confirmed”. Then ask if they would like to pay now instead. If yes, send a PayMongo payment link (example) 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 or a landmark before the order is packed, read it back, then update the order.
- When the order is confirmed, book the delivery with our courier and send the tracking link.
- 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, the payment gateway and the courier to the ones you use before you paste it.
Local systems AeroChat connects to in the Philippines
- Payment links: PayMongo, Xendit, Maya Business, 2C2P and HitPay connect through their APIs. Airwallex is built in. No Airwallex account yet? Open one here.
- Delivery: Lalamove and GrabExpress connect through their APIs for same-day delivery. Shipping to Malaysia as well? POS Malaysia is built in.
- Store platforms: Shopify, WooCommerce and Wix are built in. Sellers starting out can run from a Google Sheet.
- Channels and marketplaces: Facebook Messenger, WhatsApp and Instagram run the same workflow. 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
Can I confirm COD orders on Messenger instead of WhatsApp?
Yes, when the customer has an open conversation with your Facebook page. AeroChat runs the same steps in Messenger. On WhatsApp, a business-initiated confirmation needs an approved template and the customer’s opt-in. See WhatsApp message templates.
What does each WhatsApp confirmation cost?
Meta charges per delivered template message. The Philippines is priced under Meta’s “Rest of Asia Pacific” rate, as of November 2026. A confirmation is a utility template. See WhatsApp pricing.
Can customers pay with GCash?
Yes, if your gateway account offers it. AeroChat sends a PayMongo, Xendit or other gateway link, and the customer picks GCash on the gateway’s page. AeroChat never sees card numbers and never holds your money.
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.
How do I cut failed COD orders further?
See reducing failed cash on delivery orders and 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 your WhatsApp number or Facebook page, 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.