The Cash on Delivery (COD) automation helps reduce shipping risks and order losses by sending a message to contacts who place orders with COD as their payment method. This allows you to streamline and automate order management based on your settings.
Before running the automation, you must:
Install your preferred e-commerce app from the BusinessChat App Store.
Set up a WhatsApp template specifically designed for cash on delivery.
How to create a cash on delivery automation?
Go to the Automation page then select the automation card.
Trigger
When a customer places a new order with COD as the payment method in your ecommerce store.
Assign Message Template
The automation includes a single step (message template). Click Setup, then select a template message.
Handle Customer Replies
Decide how you want to manage customer responses:
Confirmation message
This message is sent when a customer clicks the Confirm button.
Choose an order status (e.g., "Confirmed") to automatically update it in your store.
Cancellation message
This message is sent when a customer clicks the Cancel button.
The order status will automatically change to Cancelled in your store.
Handling Open-Text Replies
If a customer replies with text instead of clicking a button, you can assign the conversation to a fallback team for manual follow-up.
If the Customer Doesn’t Reply
If the customer doesn’t respond within 48 hours, you can:
Assign the conversation to a fallback team.
Automatically update the order status to Cancelled in your store.
💡 Tip
Once a customer selects an option (Confirm or Cancel), they won’t be able to change it. If they try, the chatbot will response to them.
Cash On Delivery Terms
Your COD automation works based on these conditions:
Trigger Conditions
The customer creates a new order with COD as the payment method.
Completion Conditions
The contact has successfully received the message.
Order Confirmed
The customer clicks the confirmation button.
Order Cancelled
The customer clicks the cancellation button.
FAQs
What happens if a customer confirms the order but changes their mind later?
Once the customer selects an option (Confirm or Cancel), they won’t be able to change it. If they try to choose a different option, the chatbot will notify them that the change is not possible.
Can I customize the message template buttons for confirmation and cancellation?
You can change the button labels for confirmation and cancellation, but the actions (Confirm or Cancel) assigned to each button cannot be modified.
Can I set a different time frame for customer responses instead of 48 hours?
The default response time frame is 48 hours. For customization options, please contact BusinessChat support.
What happens if the system cancels the order after 48 hours, and then the customer responds with a confirmation?
The system will attempt to update the order based on the customer’s response.
If successful: The order will be updated, and the customer will receive the selected option message.
If failed: The customer will receive an apology message informing them that the update could not be processed.