Templates and scripts
COD confirmation call script (with follow-up rules)
By the COD Confirmation teamUpdated 2 min read
A good COD confirmation call takes under a minute: greet the customer by name, say which store you’re calling from, read the order and the amount to pay on delivery, confirm the address and delivery time, and ask a clear yes-or-no question. Today most stores send a WhatsApp confirmation first and call only the orders that don’t reply, which keeps call volume low.
Key takeaways
- Keep the call under a minute and ask one clear yes-or-no question.
- Always state the store name, the order and the exact amount to pay in cash.
- Confirm the address and landmark while you have the customer on the line.
- Call only orders that didn’t answer the WhatsApp confirmation.
When to call (and when not to)
Calling every COD order doesn’t scale. A better routine is:
- Send an automatic WhatsApp confirmation right after the order.
- Send one reminder after a few hours if there’s no reply.
- Call only the orders that are still unanswered, starting with the highest value.
This way your team spends its time on the small share of orders that actually need a human. See WhatsApp vs phone calls vs SMS for why.
The call script
Adapt the wording to your store, but keep the order of the steps.
1. Greeting and store name
Hello, is this Sara? This is Youssef from Your Store. You ordered from us today with cash on delivery. Do you have 30 seconds to confirm your order?
2. Order and amount
You ordered one black leather handbag. The total to pay when it arrives is 349 dirhams, including delivery.
3. Address and availability
We’ll deliver to 12 Rue Atlas, Maarif, Casablanca. Is that correct? Is there a landmark that helps the courier find you? And will you be available tomorrow or the day after?
4. The question
Shall we confirm the order and ship it today?
5. Close
- If yes: “Thank you! You’ll get a message when it ships. The courier will call you before delivery.”
- If no: “No problem, I’ll cancel the order. Thanks for letting us know.”
- If unsure: “No problem. I’ll send you the details on WhatsApp so you can confirm when you’re ready.”
Recording the result
Update the order straight after the call, so nobody ships an unconfirmed order or calls the same customer twice.
| Result | Tag or note | Next step |
|---|---|---|
| Confirmed | Confirmed (call) | Ship |
| Cancelled | Cancelled by customer | Cancel and restock |
| Wrong number | Unreachable – wrong number | Cancel, or message the customer on WhatsApp if you have another number |
| No answer | Call attempt 1 / 2 / 3 | Try again at another time; cancel after the last attempt |
| Address fixed | Address updated | Ship with the corrected address |
Tips for better calls
- Call from a number customers recognise. Use the same number as your WhatsApp Business profile where possible.
- Speak the customer’s language. In Morocco, Algeria and Tunisia that may mean Darija or French; in Egypt and the Gulf, Arabic; in Latin America, Spanish.
- Say the exact amount. Surprises about the price at the door are a common reason parcels are refused.
- Don’t argue. If the customer wants to cancel, cancel. A refused parcel costs far more than a cancelled order.
For the WhatsApp side of the routine, copy our COD confirmation message templates.