NDA CRMHow to reduce cash-on-delivery refusals
Every refused parcel costs two shipments, a locked unit of stock and a week. Here is what actually moves the number, in the order we would do it.
1. Confirm before you pack
A call or WhatsApp within an hour of the order removes joke orders, duplicates and “I changed my mind”. Stores that confirm everything see refusals drop by a third on day one.
2. Score the customer
A phone number that refused twice is a risk. Show it on the row and let the agent decide — prepaid only, or a firmer confirmation.
3. Fix the address on the call
Half of failed deliveries are address problems. The agent has the last address used and the courier’s coverage map.
4. Ship the same day you confirm
Enthusiasm decays. Every extra day between confirmation and delivery adds refusals.
5. Message at dispatch, with the courier and ETA
A named courier and a date beat “your order has shipped”.
6. Remind at the locker
Parcels at pickup points expire. Day-1 reminder, day-3 warning, then a call.
7. Follow up on the first failed attempt
A reschedule message the same hour recovers a large share of “nobody home”.
8. Measure per courier and per county
Some carriers refuse-rate 8%, some 18%, in the same county. Move volume accordingly.