Take cash-on-delivery orders

Cash on delivery runs on WhatsApp. Your agent offers it only when a customer asks for it, every cash-on-delivery order waits for your OK, and the customer confirms it again before the parcel leaves — so fewer parcels come back unopened.

When a customer asks to pay on delivery

Your agent takes the order as it would any other — see How a customer orders and pays in the chat — and notes that the customer wants to pay on delivery. No payment link is sent.

Approve it

1. Go to AI Studio › Overview and click the order in Needs you. Its summary includes “Cash on delivery.”
2. Check the Product, Quantity, Phone and Deliver to lines.
3. Click Approve order, then Approve order again to confirm.

In Sell › Orders, the order’s Payment reads Cash on delivery and its Status reads Preparing. To see only these orders, open the Any payment filter above the list and choose Cash on delivery.

She confirms before it ships

When the parcel is ready, open the order in Sell › Orders and click Mark packed. The customer gets her order back in the chat — the product, the amount to pay at the door and the delivery address — with two buttons:

• Confirm order — one tap confirms it. The order shows that she confirmed it, and when.
• Change address — she corrects the address in the chat before anything ships.

Once she’s confirmed, click Mark dispatched. From there, it’s the same as any order — see Keep customers updated as orders ship.

If she doesn’t answer

Nothing is cancelled on its own. Open the order in Sell › Orders and send her the confirmation again, or call her. If she no longer wants it, click Cancel order, then Cancel order again in Cancel this order? A cancellation is never sent automatically — tell her why in the chat.

If something’s not right

• “This order has moved on since you opened it — here is where it is now.” A teammate changed the order first; the drawer shows where it is now.
• “Your role can see this order but not move it.” Ask whoever manages your team.