How to reduce non-collection from 40% to 25%: the 7 levers

Beatriz Martins · 2026-10-07

Non-collection is one of the biggest challenges in e-commerce, especially with the COD (Cash on Delivery) model. Here are 7 levers that can help reduce your non-collection rate.

Confirmation call

Confirm the order: After the purchase is completed, call the customer. This creates a connection and increases their confidence that the order is legitimate.
Verify the details: During the call, confirm the address and the product. This helps prevent mistakes that could lead to non-collection.

SMS with tracking

Send an SMS: Set up SMS notifications with tracking information as soon as the order ships. This keeps the customer informed and builds anticipation for delivery.
Clear message: The SMS should be clear and include the tracking link, plus a brief reminder of the order amount. This reinforces the customer’s responsibility.

Delivery within 48h

Fast delivery: Offer delivery within 48 hours. This not only improves the customer experience, but also reduces the chance of buyer’s remorse.
Reliable partners: Work with carriers that can guarantee this speed and have a good delivery track record.

Delivery time window

Set a delivery window: Let the customer choose a delivery time. This increases the chance that someone will be available to receive the order, reducing non-collection.
Pre-delivery reminder: Send a reminder the day before delivery to confirm the customer will be available.

Incentivize online payment

Incentivize online payment: Offer discounts or benefits to customers who choose to pay upfront. This not only reduces non-collection, but also improves cash flow.
Easy payment: Use secure, well-known payment platforms to increase customer trust.

Follow through on the levers

Implementing these levers can take time and require adjustments, but the results are worth it. It’s important to monitor results after each change and adapt your strategy as needed.

Which of these levers are you already using, and what impact have they had on your non-collection rate? Share your numbers!