A cash-on-delivery order that is not confirmed before shipping can cost you a round trip, a courier's time and stock stuck in transit. The fix does not need a big team; it needs a clear confirmation step before shipping.
Why orders come back
- The customer ordered quickly and changed their mind.
- The phone number or address is wrong.
- The customer did not expect the delivery time.
- Fake or duplicate orders.
A confirmation plan in 4 steps
- Connect your store: new orders from Salla, Zid or Shopify arrive in the system automatically.
- Instant WhatsApp message: an approved template with the order summary and a reply or button to confirm or cancel.
- Call those who did not reply: unconfirmed orders go into an automatic call list, and an agent (or an AI agent) calls to confirm.
- Update the order: the result (confirmed, cancelled, address change) reaches the shipping team before the order leaves.
Practical tips
- Send the confirmation as soon as possible after the order, while the customer remembers.
- Keep the message short: product, amount due on delivery and address.
- Set suitable calling hours and a do-not-call list for those who ask.
- Review weekly: how many orders were confirmed, cancelled before shipping, and returned despite confirmation?
With AI
An AI agent can call in natural Saudi dialect, read the order summary, record the confirmation or cancellation, and hand any special case to a person. Your team focuses on the cases that need a human.
How Klamna helps
Salla, Zid and Shopify integrations bring the orders in, campaigns and the dialer include an automatic list of cash-on-delivery orders, and AI agents confirm on WhatsApp and by phone. See the full online stores solution.