Cash on delivery makes it easy for people to order, which is exactly why it attracts orders that never get accepted. Every returned parcel costs you delivery both ways, packaging, and stock that sits in transit for days. You can’t remove the risk completely, but you can reduce it a lot with a few habits and small website changes.
1. Confirm every order before you ship
The single most effective step. Before booking a parcel, confirm the order with the customer by WhatsApp message or call: product, size or colour, total amount and delivery address. Many stores automate the first message and only call when there’s no reply.
- No reply after a reasonable time? Hold the order instead of shipping it.
- Keep the confirmation short and friendly; it’s also a chance to fix a wrong size or address.
2. Collect complete, valid details at checkout
- Require a valid mobile number format.
- Ask for a full address with city and a nearby landmark.
- Use a city dropdown that matches your courier’s list, so bookings don’t fail.
3. Make product pages answer the real questions
A lot of returns aren’t fake orders; they’re disappointed customers. Clear photos, accurate colours, measurements and a size guide prevent “it’s not what I expected”. See my guide to product pages that sell for the details shoppers check.
4. Show the full price up front
Delivery charges that appear only at the door lead to refusals. Show the total, including delivery, before the order is placed and repeat it in your confirmation message.
5. Consider a small advance for higher-risk orders
Some stores ask for a small advance (often to cover delivery) through a bank transfer or mobile wallet on high-value orders, first-time customers in certain areas, or customers with a history of refusals. Explain it politely and clearly on the product or checkout page.
6. Keep a simple blocklist
Record phone numbers and addresses linked to repeated refusals. Before confirming a new order, check against your list. Even a shared spreadsheet works if everyone uses it.
7. Ship quickly and share tracking
The longer a customer waits, the more likely they’ve changed their mind or bought elsewhere. Dispatch fast and send the tracking link the same day, so the parcel feels expected.
8. Track your return rate by product, city and courier
Patterns tell you where to act: one product with many returns probably has a description or quality problem; one area with many refusals may need advance payment; one courier with delays may need replacing. If your orders, couriers and spreadsheets live in different places, bringing them together saves a lot of time; that’s the kind of tool I built for Quick Cart 99.
9. Make returns and exchanges clear
A clear, fair exchange policy reassures genuine buyers and reduces the urge to simply refuse the parcel. Put it on product pages, not only in the footer.
A simple starting routine
- Confirm every order before booking.
- Show the full price, including delivery, everywhere.
- Track refusals by product and city each month.
Want help automating order confirmations or connecting your store to your courier? Tell me about your setup.