NDA CRMOrder confirmation call center
Every new order lands on one list. The agent sees the customer’s previous orders, refusals and risk score, calls or messages from the same row, and marks the order confirmed, changed or cancelled — which updates the store.
Why confirm orders before shipping
In cash-on-delivery markets, 10–30% of unconfirmed orders are refused or never collected. Each one costs you the outbound and return shipping, the packing time and the stock lock. A 60-second call before dispatch removes most of them — if the agent has the right information in front of them.
What the agent sees
- Customer history: every past order, delivery outcome and case, matched by phone number across Shopify, WooCommerce and imports.
- Risk score from past refusals, address problems and unpaid COD.
- Products on the order with variants, so “did you want the blue one?” is a click away.
- Last address used to fix typos without asking the customer to spell it again.
Actions on the same row
- Call through the built-in phone system or click-to-call on a desk phone.
- WhatsApp and SMS with templates that fill in name, order and total.
- Confirm / cancel / edit — the order is tagged in the store, cancelled with restock, or its address corrected.
- Create an order for a customer who calls in, from the product catalogue, with COD fee and currency handled.
Follow-ups and callbacks
No answer? The order goes to a callback slot. Refused at delivery? It comes back to the list with the courier’s reason. Waiting at a locker? The customer gets a reminder first, then a call. Nothing depends on someone remembering.
Agent statistics
Confirmation rate per agent — not just calls made. Cancellations, edits and orders taken by phone are counted per person and per day, so coaching is based on outcomes.
Frequently asked questions
Does this replace my courier’s confirmation service?
Yes, and it does it before the parcel is packed rather than after it has shipped. You keep the courier for delivery only.
Can I filter which orders need a call?
Yes — by tag (for example the tag your COD form app adds), by payment method, by risk score or by country.
Do agents need a headset and a softphone?
A headset and a browser. Calls run over WebRTC through the built-in phone system; there is nothing to install.