Why COD orders fail
A refused parcel costs you twice: you pay the courier for delivery and often again for the return, and your stock is stuck for days. Most failed COD orders come from a few causes:
- The customer ordered on impulse and changed their mind.
- The address or phone number was wrong or incomplete.
- The total at the door was higher than the customer expected.
- Delivery took too long and they bought elsewhere.
- The order was a prank or placed by a competitor.
9 tips that work
1. Confirm every order before dispatch
Send a short WhatsApp message or call: "Assalam o Alaikum, your order of 2 suits for Rs X is ready to ship to [address]. Please confirm." No reply in 24 hours means don't ship.
2. Show the full total upfront
Include delivery charges in the checkout so the customer sees the exact amount they will pay. Surprises at the door lead to refusals.
3. Collect complete addresses
Ask for house number, street, area, city and a nearby landmark. A shop checkout with required fields does this for you.
4. Ask for a small advance on big orders
For high-value orders or far cities, ask for the delivery charge or a part payment through JazzCash or Easypaisa. A customer who pays something rarely refuses the parcel.
5. Offer a reason to pay in advance
Free delivery or a small discount for advance payment moves many customers away from COD without forcing them.
6. Ship fast
The longer the gap between order and delivery, the higher the chance of refusal. Aim to dispatch within one or two days.
7. Keep a record of bad numbers
Note phone numbers that refused parcels before. Ask those customers for full advance next time.
8. Use clear photos and honest descriptions
Many refusals happen when the product looks different from the post. Show real colors, sizes and fabric.
9. Track every order's status
Mark orders as confirmed, shipped, delivered or cancelled. Over time you'll see which cities and products have the most returns and can adjust delivery charges or advance rules.
How DukanChat helps
With a DukanChat shop, the checkout collects name, phone and full address every time, shows delivery charges by city before the order is placed, and lets customers choose cash on delivery or JazzCash and Easypaisa advance payment with a screenshot upload. Each order lands on your WhatsApp, so confirming is one reply away, and the dashboard keeps a status for every order.
FAQ
Should I stop offering cash on delivery?
Usually not. Most customers in Pakistan still prefer COD, and removing it can lose more sales than it saves. Keep COD and confirm orders, and ask for an advance only on large or risky orders.
How much advance should I ask for?
Many sellers ask for the delivery charge, or a fixed part of the total on expensive orders. It should be enough that the customer is committed, but small enough that it doesn't scare them off.
How do I confirm a COD order quickly?
Send one WhatsApp message with the items, total and address and ask the customer to reply to confirm. If there's no reply within a day, hold the parcel.