How Do I Reduce Failed Cash on Delivery Orders?
Confirm every COD order before you pack it, fix the address in the same chat, and stay reachable until the parcel arrives. Most failed cash on delivery orders come from three places: orders nobody confirmed, addresses the courier cannot find, and buyers who are not expecting the parcel. AeroChat sends each COD customer a WhatsApp confirmation with the order details, updates the address if they correct it, and answers their questions while the order is on the way.
Why COD orders fail
Sellers who offer cash on delivery describe the same losses. The courier arrives and the buyer refuses the parcel, is not home, does not have the cash, or never meant to order. Some orders are fake. Some addresses are missing a unit number or a landmark. Every failed delivery costs shipping out and back, and ties up stock for one to two weeks. Sellers call the parcel coming back “return to origin”, or RTO.
The common thread is no contact between checkout and the doorstep. A buyer who confirmed the order, checked the address and knows when it is coming has fewer reasons to turn it away.
The usual fixes and their limits
- Call every COD buyer. It works on a quiet day. On a busy day the calls fall behind and unconfirmed orders ship.
- SMS verification codes. They prove the number works. They do not catch a wrong address or a buyer having second thoughts.
- Limit COD. Block it above a set value or for repeat refusers. It cuts risk and some genuine sales.
- Ask for a partial prepayment. It filters out orders that were never serious, and some real COD buyers walk away.
How to handle it in chat with AeroChat
For orders from your own store, AeroChat works in three steps.
- Confirm. When a COD order is created, AeroChat sends your approved WhatsApp template with the items, total and address, and Confirm and Cancel buttons. Confirmed orders are tagged for packing. Canceled orders never ship.
- Fix the address. If the buyer corrects the address or adds a landmark, AeroChat updates the order before it is packed and reads it back.
- Stay reachable. While the parcel is on the way, the buyer can ask “where is my order?” in the same chat and get the tracking status. They can also tell you if they will not be home.
AeroChat: Hi Arif, please confirm your order #8812: 1 x Bluetooth speaker, US$45 cash on delivery, to Block 9, Rose Street (example). [Confirm] [Cancel]
Customer: Confirm. Unit is 9-12, near the blue gate.
AeroChat: Thank you. Your address is now Block 9, Unit 9-12, Rose Street, near the blue gate. Please have US$45 ready when it arrives in 2 to 4 working days (example).
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 (example) with the order number, items, total and address, and the buttons Confirm and Cancel.
- If they tap Confirm, tag the order “COD confirmed” and remind them of the amount to have ready.
- If they correct the address or add a landmark before packing, update the order and read the full address back.
- If they tap Cancel, cancel the order and ask if they want to tell us why.
- If they ask where the order is, look up the tracking and give the status.
- If there is no reply after 24 hours (example), tag the order “No reply” for our team.
Never mark an order confirmed unless the customer confirmed it. Reply in the customer’s language.
Use your own tag names, template name and waiting time before you paste it.
What to connect
- Your store. Shopify, WooCommerce and Wix are built in. Ready-made versions: Shopify COD confirmation and WooCommerce COD confirmation.
- Your WhatsApp Business number. Connect it with embedded signup and get your confirmation template approved. See WhatsApp message templates.
- Your courier. POS Malaysia is built in for tracking and booking. Other couriers and shipping tools connect through their APIs.
Questions
What about COD orders on Shopee, Lazada or TikTok Shop?
Marketplace orders, payment and delivery stay in each marketplace and follow its rules. AeroChat answers marketplace buyers’ questions in their chat, which helps them buy the right item in the first place.
Is there a ready-made confirmation message?
Yes. See the cash on delivery confirmation template and the WhatsApp COD confirmation workflow.
How do I spot fake orders?
See handling fake orders for rules on which orders to check first.
Where can I learn more about COD and RTO?
See cash on delivery for online sellers and return to origin (RTO).
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.
Send out fewer parcels that come back
Connect your store and WhatsApp, paste the COD recipe, and place a test COD order with your own number.
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On Shopify? Install AeroChat from the Shopify App Store.