Cash on Delivery Confirmation in Vietnam: 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 Vietnamese with the items, the total in dong 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 once the order is confirmed.
Cash on delivery, or thanh toán khi nhận hàng, is how many Vietnamese shoppers prefer to pay, on their own store orders and on marketplace orders alike. Sellers lose money when a parcel comes back refused, a phone number is wrong, or the address is missing a ward or alley number. 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 Vietnam.
Why COD orders fail in Vietnam
Sellers describe the same three causes. Some orders were never serious: a second thought, an order placed on impulse during a livestream, or a fake order. Some addresses are incomplete, such as a missing hẻm (alley) number or ward. And nobody talks to the customer between checkout and the doorstep, so the first contact is the courier calling from outside. Calling each COD customer works when orders are few. During 11.11, 12.12 or the weeks before Tết, 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 Vietnamese 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 screenshot or type “paid”.
- It books the delivery. Once confirmed, AeroChat creates the shipment, with the COD amount if it is still unpaid, through the courier you connect, such as DHL eCommerce, and sends the tracking number in the same chat.
Customers can reply in Vietnamese, English or a mix, with or without tone marks. AeroChat replies in the customer’s language, with the polite dạ and ạ your shop uses. See AI customer service in Vietnamese.
AeroChat: Dạ chào chị Lan, cảm ơn chị đã đặt đơn #4086: 2 áo sơ mi linen trắng, size M, tổng 780.000đ, thanh toán khi nhận hàng, giao đến 45/12 Nguyễn Trãi, TP.HCM (ví dụ). Chị vui lòng xác nhận để shop gửi hàng ạ. [Xác nhận] [Hủy]
In English: Hello Ms. Lan, thank you for order #4086: 2 white linen shirts, size M, 780,000 dong cash on delivery, to 45/12 Nguyen Trai, Ho Chi Minh City. Please confirm so we can ship it.
Customer: Xác nhận nha shop. Mà giao giờ hành chính tới công ty được ko, tầng 6, 21 Lê Duẩn (ví dụ)
In English: Confirmed. Can you deliver during office hours to my company instead? 6th floor, 21 Le Duan.
AeroChat: Dạ được ạ. Shop đã đổi địa chỉ giao sang tầng 6, 21 Lê Duẩn, TP.HCM. Nếu chị muốn thanh toán trước thì bấm link này ạ, còn không chị trả tiền mặt khi nhận hàng như bình thường ạ.
In English: Of course. The address is now 6th floor, 21 Le Duan, Ho Chi Minh City. If you’d like to pay now, use this link. Otherwise pay cash on delivery as usual.
Customer: Trả khi nhận nha
AeroChat: Dạ shop ghi nhận ạ. Đơn của chị đã được xác nhận và gửi đi, mã vận đơn VN0123456789 (ví dụ). Cảm ơn chị ạ!
In English: Noted. Your order is confirmed and shipped. Tracking number VN0123456789. Thank you!
In your store: order #4086 is marked confirmed, its address is updated, and the COD shipment for 780,000 dong is created.
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_vn (example) in Vietnamese with the order number, items, total in dong 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 house number, alley, ward and city or province, then update the order.
- When the order is confirmed, create the shipment with our courier, 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. In Vietnamese, address the customer as anh or chị and use dạ and ạ.
Change the tag names, the template name, the forms of address and the courier to the ones you use before you paste it.
Local systems AeroChat connects to in Vietnam
- Payment links: Airwallex is built in. No Airwallex account yet? Open one here. 2C2P connects through its API. The payment methods the customer sees depend on what your account offers.
- Delivery: DHL eCommerce creates shipments and books pickups in Vietnam, with cash on delivery amounts where your account allows. Lalamove and GrabExpress cover same-day delivery in the city.
- 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 Vietnamese are in the Vietnamese COD confirmation templates, with order confirmation and shipping update templates in Vietnamese 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 Vietnam.
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. Vietnam (+84) 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.
My customers use Zalo. Can I confirm orders there?
Zalo is on AeroChat’s list of channels coming next. Today the confirmation runs on WhatsApp, and the same workflows answer customers on Messenger, Instagram and web chat.
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.