COD Order Confirmation Calls

• D2C Founder or COO
• Head of E-commerce Operations
• Logistics and RTO Manager
• Head of Customer Experience

Cash on delivery remains a large share of orders for many Indian D2C brands, and every refused or undeliverable COD parcel comes back as RTO, paid for in both directions. Calling each order to confirm it is the obvious fix, but calling teams cannot reach every order quickly, especially at night and on sale days.

We build an outbound voice agent that calls each new COD order shortly after it is placed, in Hindi, English or the customer's regional language. It confirms the items and amount, checks the address, asks for a landmark or corrected pincode where needed, and offers a UPI payment link if you run a prepaid option. Answers update the order in Shopify or your OMS as confirmed, cancelled, address updated or unreachable, with scheduled retries and a WhatsApp fallback. Orders with risk signals, such as a number with past refusals, are flagged for your operations team to decide.

• Calls new COD orders within your chosen window, with retry schedules and calling-hour limits
• Confirms items, quantity and amount, and records cancellation reasons in the customer's words
• Checks address completeness and pincode serviceability and collects landmarks or corrections
• Sends a UPI payment link through your gateway when the customer chooses to prepay
• Tags orders in the OMS as confirmed, cancelled, address updated or unreachable
• Flags risk signals such as past refusals, duplicate orders and mismatched pincodes for operations

1. 01New COD orderThe OMS sends each new COD order to the calling queue with items, amount and address.
2. 02Call the customerThe agent calls within the agreed window, names the brand and states that the call is recorded.
3. 03Confirm order and addressItems, amount and address are confirmed, and missing landmarks or pincode errors are corrected.
4. 04Offer prepaid optionIf you run a prepaid option, the agent offers a UPI link and sends it on WhatsApp or SMS.
5. 05Check risk and outcomeConfirmed, cancelled, unreachable and risky outcomes are tagged; risky orders go to operations.
6. 06Update and dispatchThe OMS is updated, and only confirmed or approved orders move to dispatch.

1. Order trigger
   • OMS or Shopify webhook for new COD orders
   • Calling queue with time windows and retry rules
2. Voice agent
   • Outbound telephony with recording disclosure
   • Multilingual speech-to-text and text-to-speech
   • LLM dialogue manager with order confirmation schema
3. Checks
   • Pincode serviceability and address completeness
   • Risk signals from order and RTO history
4. Actions
   • UPI payment link through your gateway
   • WhatsApp or SMS fallback
   • OMS order tags and notes
5. Operations
   • Review queue for risky and cancelled orders
   • Dashboard of call outcomes and delivery results

Operations decides on orders flagged for risk, high-value orders and any decision to block a repeat refuser. Address changes are confirmed by the customer on the call or over WhatsApp before the order ships.

• Shopify, WooCommerce or your OMS
• Courier aggregator for serviceability and delivery outcomes
• Payment gateway for UPI links
• WhatsApp Business API and SMS gateway
• Cloud telephony provider

• Calls only within allowed hours, with a capped number of retries
• Clear identification of the brand and recording disclosure at the start
• No pressure tactics or false urgency when offering prepaid
• Payment links only through your official gateway, never card details by voice
• Customers can opt out of further calls

• Order confirmation calls are service calls about the customer's own purchase; promotional content is kept out of them so they stay within TRAI commercial-communication rules.
• The prepaid offer avoids false urgency and similar dark patterns covered by the CCPA guidelines.
• Phone numbers, addresses and recordings are handled as personal data under the DPDP Act 2023.

• Retail, D2C & Quick Commerce

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• Logistics & Supply Chain

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