- Cash-on-delivery (COD) orders have higher refusal and return rates, and every return means shipping both ways and stock tied up.
- The fix: confirm every order before shipping with a WhatsApp message with buttons, and an automated call for those who do not reply: "Press 1 to confirm, 2 to cancel, 3 to speak to an agent".
- In Klamna, Salla, Zid and Shopify orders flow automatically into dialer lists, and the result is recorded on the order and the customer record.
- Staff focus on undecided customers and changes instead of calling hundreds of orders by hand.
Every online store owner in Saudi Arabia knows the story: a customer orders with cash on delivery, the store prepares and ships the order, the courier arrives... and the customer does not answer, says "I didn't order", or "I changed my mind". The order comes back, you pay shipping twice, the stock was reserved for days and may return damaged.
Cash on delivery is still an important option for many customers in the Kingdom because it gives them confidence, especially with a new store. But without confirming the order before shipping, it becomes a source of losses. This article explains how to confirm COD orders automatically with WhatsApp and automated calls, and how to connect it to your store on Salla, Zid or Shopify.
The goal is not to drop cash on delivery; it is to make it profitable: ship only confirmed orders and spot address or number problems early.
Why do COD orders come back?
- Accidental or casual orders: a customer taps "order" while browsing, or orders from several stores and takes whichever arrives first.
- Wrong mobile number or incomplete address: the courier cannot deliver.
- A change of mind: days pass between order and delivery and the customer no longer wants the product.
- No cash at the time of delivery.
- Fake or prank orders.
Most of these surface with one simple step: call or message the customer before shipping to confirm they really want the order and that the address is right.
Three ways to confirm: a quick comparison
| Method | Pros | Cons | Best for |
|---|---|---|---|
| Agent calls manually | Personal, can edit the order | Slow and costly, does not scale with volume | Small stores or high-value orders |
| WhatsApp message with buttons | Fast and unintrusive, the customer replies when convenient | Some customers do not read it | The first step for every order |
| Automated call (IVR) | Reaches those who ignored WhatsApp, scales to hundreds of orders | Needs a clear voice message | Follow-up after WhatsApp or high volumes |
The best results come from combining them: WhatsApp first, an automated call for non-responders, and an agent for the undecided or those who want changes.
How the automated confirmation call works
The automated call is a campaign in the dialer in IVR mode. The system calls customers in turn, and when the customer answers they hear a recorded message, for example:
- Press 1: the order is marked as confirmed and ready to ship; the customer can also get a WhatsApp confirmation with the expected delivery time.
- Press 2: the order is marked as cancelled or flagged for review depending on your setup, before you lose the shipping.
- Press 3: the call goes to an available agent who can fix the address or product or answer questions.
- No answer: the system retries on the schedule you set (for example after two hours, then the next day).
- Voicemail: answering machine detection (AMD) recognises voicemail rather than a person and retries later instead of wasting the message.
You build the voice message and options with the same IVR tools you use for inbound calls.
Connecting Salla, Zid and Shopify
The real strength is that you never download a spreadsheet again. With Klamna's Salla, Zid and Shopify integration:
- You connect your store once from settings.
- Every new COD order is added automatically to a confirmation list in the dialer.
- The WhatsApp confirmation goes out according to the WhatsApp rules you set for the store.
- Anyone who has not confirmed within a set time is added to the automated call.
- The result (confirmed, cancelled, passed to an agent) is recorded on the order and the customer record.
The same integration sends shipping updates and abandoned-cart reminders on WhatsApp. For a step-by-step setup, see our Salla and Zid WhatsApp integration guide.
Writing the WhatsApp confirmation
The confirmation must be an approved WhatsApp template (utility category), short and with buttons:
| Element | Example |
|---|---|
| Greeting and store | "Hello {name}, thank you for ordering from {store}" |
| Order summary | "Order {number}, total {amount}, cash on delivery" |
| Address | "Delivering to: {district, city}" |
| Buttons | "Confirm order" / "Cancel order" / "Change address" |
The customer taps a button and the reply is recorded on the order and the customer record. Anyone who taps "Change" goes to an agent in the inbox.
What results to expect
Results vary by product, city and customer type, so measure for yourself. The indicators to track:
- Confirmation rate: confirmed orders out of all COD orders.
- Cancellation before shipping: every order cancelled before shipping is round-trip shipping you did not pay.
- Actual delivery rate: of confirmed orders, how many were actually received.
- Time from order to confirmation: the faster, the more engaged the customer.
- Staff workload: how many manual calls automation saved.
You can see campaign results on the dialer screen and in call reports, and build your own reports.
After confirmation: do not let the customer forget the order
Confirmation is the first step, but a customer can still change their mind if shipping is slow or they do not know where the order is. Complete the journey:
- Shipping message: when the order leaves the warehouse, a WhatsApp message with the tracking number.
- Delivery-day message: "Your order arrives today, please have the amount ready" cuts "I wasn't home" and "I have no cash" cases.
- After delivery: a thank-you and a short survey, optionally with a discount code for the next order.
All these messages go out from the store's WhatsApp number, and customers can reply and reach the customer service team.
When is confirmation by an agent better than automation?
Automation is excellent for volume, but some cases deserve a human call from the start:
- High-value orders or large quantities.
- Customers with a history of refusals or returns.
- Orders with notes or special requests.
- Incomplete addresses that need clarification.
Here the dialer in agent mode helps: the system dials and the agent only receives answered calls with the order details on screen, so no time is wasted on numbers that do not pick up.
Practical tips to raise confirmation rates
- Confirm fast: within minutes of the order beats the next day.
- Respect the clock: do not call late at night; set calling hours in the campaign.
- A short, clear voice message: the store name in the first two seconds and clear options.
- A recognisable number: call from the store's unified number or a landline so customers answer. If you use several numbers, the dialer's caller-ID rotation helps.
- Always offer an agent: some customers want to ask before confirming; do not lose them.
- Prioritise high-value orders: they can go straight to an agent.
How to calculate the benefit for your store
Without complex numbers, use this simple method: take last month's returned COD orders and multiply by round-trip shipping plus packaging and damaged goods. That is the figure you are trying to reduce. After a month of confirmation, compare returns and the number of orders cancelled before shipping. Every order cancelled before shipping is a cost you did not pay, and every confirmed address is a more successful delivery. On top of that, the staff time once spent on manual calls now goes to customer service and sales.
Going live
- Connect your store (Salla, Zid or Shopify) and enable order intake.
- Prepare the WhatsApp confirmation template and submit it to Meta.
- Record and upload the voice message, and set options 1, 2 and 3.
- Create a confirmation campaign in the dialer: calling hours, attempts and the interval between them.
- Choose the agents who receive option 3 and handed-over chats.
- Test with sample orders, then switch it on for all COD orders.
For online stores, see the full e-commerce solutions. Want us to set up the confirmation campaign on your store? Talk to us, or sign up, build your own package and see the price before you pay.
FAQ
Do automated calls annoy customers?
When they are short, clear, at a suitable time and about an order the customer just placed, most customers accept them. It is best to start with WhatsApp and keep the call for non-responders.
Can I use a real staff voice in the recording?
Yes. Upload a recording in the voice of anyone on your team; a clear, calm and friendly voice works best.
Does it work with Shopify too?
Yes. The integration supports Salla, Zid and Shopify.
What happens when the customer presses 3?
The call goes to an available agent in the chosen queue, who sees the order and customer details on screen.
Can I use an AI agent instead of the IVR?
Yes. Outbound AI calls in Saudi dialect can be used for follow-ups. See the AI voice agent.
Can I set calling hours?
Yes. You set calling hours and days in the campaign, and orders that arrive outside them wait for the next allowed window.
Every order confirmed before shipping means one return fewer. Book a demo or WhatsApp us on 966920031338.