Post-order COD email and WhatsApp: 5 messages that reduce returns
Priscila Alencar · 2026-10-07
Confirmation
As soon as the order is placed, send a confirmation message. Use a friendly tone and include the order details, such as the items purchased, the total amount, and the payment method. This creates an immediate connection with the customer and reinforces their confidence in the purchase. For example: “Hi, [Name]! Your order #[Order Number] has been confirmed. You purchased [List of Items]. Thanks for your purchase!”
Tracking
After the confirmation, it’s essential to keep the customer informed about the delivery status. Send a message with the order’s tracking link. This not only keeps the customer up to date, but also reduces any anxiety about delivery. Example: “Hi, [Name]! Your order #[Order Number] has shipped. You can track the delivery here: [Tracking Link].”
Delivery day
On delivery day, send a reminder to make sure the customer is ready to receive the product. This message should include the estimated delivery time and the importance of being there. For example: “Hi, [Name]! Your order #[Order Number] will be delivered today! Keep an eye out during the estimated delivery window of [Time] to [Time].”
After delivery
After delivery, send a message to check whether the customer received the product and is happy with it. This shows that you care about their experience and gives you a chance to resolve any potential issues before they turn into returns. Example: “Hi, [Name]! We’ve confirmed that your order #[Order Number] was delivered. Is everything okay? If you need any help, we’re here for you!”
Repurchase
Finally, encourage repeat purchases. A few days after delivery, send a message with suggestions for complementary products or exclusive promotions. This not only drives new sales, but also keeps the customer engaged with the brand. Example: “Hi, [Name]! We hope you’re loving your [Product]! Here are a few suggestions you might like: [List of Products]. Enjoy our exclusive [X]% discount!”
Putting these five messages into action can help build a stronger relationship with the customer, reduce the chances of returns, and increase satisfaction. Which of these messages are you already using, and how have your customers responded? Share your numbers!