COD Order Confirmation Script That Boosts Delivery Rate by 10 Points
Alex Nogueira · 2026-10-07
Confirming orders via COD (Cash on Delivery) can make a big difference for your operation. Here are the steps that can increase your delivery rate by up to 10 percentage points.
1. call within 15 minutes
As soon as the order comes in, commit to calling the customer within 15 minutes. This shows you’re quick and attentive. During the call, clearly introduce yourself and use a friendly tone. Keep a basic script handy to make sure you cover all the important information.
2. confirm the address and time
During the call, confirm the delivery address and ask whether the time works. Use open-ended questions, like “Will you be available to receive the order at 6 p.m.?” This helps avoid surprises and makes sure the customer knows when to expect the delivery.
3. upsell a second unit
During the conversation, take the opportunity to suggest buying a second unit of the product. Try something like: “We’re offering a discount when you buy a second unit. Would you be interested?” This not only increases your average order value, but can also make the customer more likely to accept the order.
4. offer online payment with a discount
Present the online payment option and offer a special discount to customers who choose it. Phrases like “If you decide to pay online, I can offer you 10% off the total” can be effective. This lowers the chance of a failed delivery and improves your cash flow.
5. post-call SMS
After the call, send an SMS confirming the order, address, and delivery time. This serves as a reminder and reinforces communication. An example message could be: “Hi [Name], your order is confirmed for delivery on [date and time]. If you have any questions, we’re here to help!”
These steps help improve the customer experience and increase the likelihood of a successful delivery. Using a clear script and implementing upsell and online payment tactics are key to optimizing your COD operation.
What’s your current delivery rate for COD orders?