Cash on Delivery Confirmation in Thailand: Confirm COD Orders on WhatsApp Before You Ship
Confirm every COD order in chat before you pack it. When a cash on delivery order comes in, AeroChat sends the customer your approved WhatsApp template in Thai with the items, the total in baht 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 COD shipment with Flash Express once the order is confirmed.
Many Thai shoppers choose cash on delivery, or เก็บเงินปลายทาง, 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 Thailand with the systems local sellers already use.
Why COD orders fail in Thailand
Sellers describe the same three causes. Some orders were never serious: a second thought, an order placed for a friend who did not agree, or a fake order. Some addresses are incomplete, such as a missing moo, soi, sub-district or postcode. And nobody talks to the customer between checkout and the doorstep, so the first contact is the rider asking for cash. 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 in Thai 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 send a transfer slip or type “paid”.
- It books the delivery. Once confirmed, AeroChat creates the COD shipment with Flash Express, with the amount to collect, and sends the tracking number in the same chat.
Customers can reply in Thai, English or a mix. AeroChat replies in the customer’s language, with the polite ending your shop uses. See AI customer service in Thai.
AeroChat: สวัสดีค่ะคุณนภา ขอบคุณสำหรับคำสั่งซื้อ #3051 ค่ะ เสื้อลินินสีขาว ไซซ์ M 2 ตัว ยอดรวม 1,180 บาท เก็บเงินปลายทาง จัดส่งที่ 88/12 ซอยสุขุมวิท 39 แขวงคลองตันเหนือ เขตวัฒนา กรุงเทพฯ 10110 (ตัวอย่าง) รบกวนยืนยันคำสั่งซื้อด้วยนะคะ [ยืนยัน] [ยกเลิก]
In English: Hello Khun Napa, thank you for order #3051: 2 white linen shirts, size M, 1,180 baht cash on delivery, to 88/12 Soi Sukhumvit 39, Bangkok 10110. Please confirm your order.
Customer: ยืนยันค่ะ แต่ขอเปลี่ยนไปส่งที่ออฟฟิศได้ไหมคะ ชั้น 15 อาคารสาทรสแควร์ (ตัวอย่าง)
In English: Confirmed. Can you send it to my office instead? 15th floor, Sathorn Square.
AeroChat: ได้ค่ะ เปลี่ยนที่อยู่จัดส่งเป็นชั้น 15 อาคารสาทรสแควร์ ถนนสาทรเหนือ กรุงเทพฯ 10500 เรียบร้อยค่ะ ถ้าสะดวกโอนชำระก่อน กดลิงก์นี้ได้เลยค่ะ หรือชำระเงินปลายทางกับพนักงานส่งของได้ตามเดิมค่ะ
In English: Done, the address is now 15th floor, Sathorn Square, North Sathorn Road, Bangkok 10500. If you’d like to pay now, use this link. Or pay the courier on delivery as planned.
Customer: ชำระปลายทางค่ะ
AeroChat: รับทราบค่ะ คำสั่งซื้อยืนยันแล้ว จัดส่งโดย Flash Express เลขพัสดุ TH0123456789A (ตัวอย่าง) ขอบคุณค่ะ
In English: Noted. Your order is confirmed and shipped with Flash Express. Tracking number TH0123456789A. Thank you.
In your store: order #3051 is marked confirmed, its address is updated, and a COD shipment for 1,180 baht is created in Flash Express.
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_th (example) in Thai with the order number, items, total in baht 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. 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 with the sub-district, district, province and postcode, then update the order.
- When the order is confirmed, create the shipment with Flash Express, as COD with the order total if it is still unpaid, 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 and use ค่ะ in Thai replies.
Change the tag names, the template name, the polite ending and the courier to the ones you use before you paste it.
Local systems AeroChat connects to in Thailand
- Payment links: Airwallex is built in. No Airwallex account yet? Open one here. Omise and 2C2P connect through their APIs. The payment methods the customer sees depend on what your account offers.
- Delivery: Flash Express creates COD shipments, pickups and tracking through its Open API. DHL eCommerce handles shipments and pickups in Thailand. Lalamove and GrabExpress cover same-day delivery.
- 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 in Thai are in the Thai COD confirmation templates, with order confirmation and shipping update templates in Thai too.
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 Thailand.
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. Thailand (+66) falls under Meta’s “Rest of Asia Pacific” rate, as of November 2026. 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?
Shopee, Lazada and TikTok Shop orders, including COD, payment and shipping, stay inside each marketplace. Use the confirmation flow for orders from your own store, and AeroChat for buyer questions in marketplace 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.