FGFlowgento
Start free
☰

Cash on Delivery protection

Ask COD customers to confirm, charge a cash-handling fee, give a discount for paying online, cap cash orders, and see which orders are at risk.

What it is

Cash on Delivery brings fake orders and parcels that come back unpaid ("return to origin"). This set of tools cuts both:

  • Confirmation — after a cash order, the customer is asked "Please confirm your Cash on Delivery order…" on WhatsApp with two buttons, Confirm order / Cancel order (once the cod_confirm template is approved; until then the same request goes by email with two links). Their answer marks the order COD confirmed ✅ or cancels it. If the order has a customised item, a "cancel" answer does not cancel it (customers cannot cancel customised orders): the order is marked *declined*, you get an alert to contact the customer, and you can still cancel it yourself. A reply such as "yes", "confirm", "1", "haan" confirms; "no", "cancel", "2", "nahi" cancels.
  • Auto-cancel — optionally, unconfirmed cash orders are cancelled after N hours and the stock goes back.
  • COD fee — a cash-handling charge (₹) added to cash orders. It is a taxable charge on the invoice, taxed like delivery.
  • Prepaid discount — "Save ₹X by paying online", a percent or a fixed amount off the goods for online payment. GST is computed on the discounted value, line by line.
  • Maximum cash order — above this value the customer must pay online.
  • COD-blocked pincodes — in Delivery promise: pincodes where cash is not offered.

Steps

  1. Store → Settings → Cash on Delivery: switch confirmation on, set the fee, the prepaid discount and the limit, press Save. New shops start with confirmation ON; older shops keep it OFF until switched on.
  2. Orders list: cash orders show COD ✅ confirmed, COD ⏳ awaiting confirmation (highlighted) or COD ✖ declined. You can also mark one confirmed yourself after a phone call.
  3. Orders → COD report shows the confirmation rate, customer cancellations, auto-cancels, and the orders at RTO risk (unconfirmed for more than 24 hours, or from a phone that cancelled before).

Good to know

  • The customer's identity for a WhatsApp answer is the WhatsApp number that sent it — never typed by anyone.
  • While the WhatsApp platform does not forward inbound messages to the shop, answers are still picked up every few seconds from the platform's inbox.
  • The fee and the discount are snapshotted on the order; changing the settings later never changes an existing invoice.