Cash on Delivery Confirmation in Indonesia: 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 rupiah 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 courier once the order is confirmed.
Cash on delivery is a common way to pay for online orders in Indonesia, on sellers’ own stores and on marketplaces. WhatsApp is where many Indonesian shoppers already talk to sellers, so it is the natural place to confirm. 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 Indonesia
Sellers name the same causes. Some orders are impulse buys or fake orders. Some addresses miss the RT/RW, kelurahan or a landmark the rider needs. Some customers are not home, or no longer have the cash when the parcel arrives. And the first contact after checkout is often the courier at the door. Calling each COD customer works on a quiet day. During Harbolnas, a payday sale or Ramadan, the calls 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. 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 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. Payment is detected automatically, so the customer never has to type “sudah bayar”.
- It books the courier. Once confirmed, AeroChat books the shipment through your courier’s API and sends the tracking number in the same chat.
Customers can reply in Bahasa Indonesia, English or a mix. AeroChat replies in the customer’s language.
AeroChat: Halo Kak Dewi, terima kasih atas pesanan #3307: 1 x Hijab voal motif, warna sage, Rp149.000 bayar di tempat (COD), dikirim ke Jl. Kenanga No. 21, RT 04/RW 02, Kel. Cempaka Putih, Jakarta Pusat (example). Mohon konfirmasi agar kami kirim. [Konfirmasi] [Batalkan]
Customer: Konfirmasi kak. Patokannya depan masjid ya.
AeroChat: Siap, kami tambahkan patokan “depan masjid” ke alamat. Mau bayar sekarang saja supaya tidak perlu siapkan uang tunai? Ini link pembayarannya kalau mau. Kalau tidak, bayar ke kurir saat paket sampai.
Customer: Bayar sekarang aja.
AeroChat: Pembayaran sudah kami terima, terima kasih. Pesanan dikonfirmasi dan sudah dipesankan kurir. Nomor resi: AA123456789 (example).
In your store: order #3307 is marked confirmed and paid, the landmark is added to the address, 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_konfirmasi (example) with the order number, items, total in Rp and delivery address, and the buttons Konfirmasi and Batalkan.
- If they tap Konfirmasi, tag the order “COD confirmed”. Then ask if they would like to pay now instead. If yes, send a Midtrans payment link (example) for the order total and mark the order paid when the payment comes through.
- If they tap Batalkan, 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 shipment with our courier 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, the payment gateway and the courier to the ones you use before you paste it.
Local systems AeroChat connects to in Indonesia
- Payment links: Midtrans, Xendit, DOKU and 2C2P connect through their APIs. Airwallex is built in. No Airwallex account yet? Open one here.
- Delivery: AnterAja, Lalamove and GrabExpress connect through their APIs. 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.
- 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 Indonesia.
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 Indonesia 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.
How do I cut failed COD orders further?
Confirming is the first step. Offering a payment link, checking the address and sending delivery updates all help. 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 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.