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Sales

COD confirmations

Set up WhatsApp confirmations for cash-on-delivery orders and check your numbers, templates, and usage.

Use COD confirmation to ask customers whether they want to receive a cash-on-delivery order. They can confirm, cancel, or choose another delivery time on WhatsApp. You can also ask whether they refused a delivery and collect the reason. Your store integration sends the requests and receives the answers; you configure and monitor them in the dashboard.

Before you start

Connect a WhatsApp account and phone number. Ask the person maintaining your store integration to follow the COD API guide. Confirmation and refusal-check allowances depend on your plan.

Who can do this: the workspace owner or members whose role includes viewing COD confirmations can use Overview and Log. Editing Settings requires managing COD settings. Creating templates requires managing templates. API key and webhook setup require the corresponding management permissions.

Steps

Open Overview

Open Sales, then Overview on COD confirmation. Follow Set up your first confirmation (1). Incomplete steps appear first.

Set the delivery time zone and texts

Use Set time zone and Add language to open Settings. Choose your delivery time zone and add follow-up texts in the exact language of your message template. Select Save settings. See COD settings for each field.

Prepare approved templates

Complete Approve a confirmation template on a WhatsApp number. Use Create template in the checklist or the ready-made template procedure below. Add an approved refusal template if you want refusal checks; this checklist item is optional.

A template step is complete only when an approved, usable template has follow-up texts configured for its language. Use Refresh after review finishes.

Connect your store integration

Use Open Developers for Create an API key and enable a webhook endpoint. Your integration maintainer needs both to send requests and receive customer outcomes. Share the COD API guide with them.

In WhatsApp numbers and templates, use Copy Sender ID and share the template name and language for the number you want to send from. The How it works section includes an example request for your integration maintainer.

Complete setup and check the two separate usage allowances.

Complete setup and check the two separate usage allowances.

Scroll to explore the screenshot. Use arrow keys when the image is focused.

Create a ready-made template

Under WhatsApp numbers and templates, select Create ready-made template for a number. In the dialog:

  1. Choose Template kind (1): Confirmation or Refusal check.
  2. Choose Language (2): English or Arabic.
  3. Check WhatsApp number and Template name (3). The suggested names are cod_confirm and cod_refusal. Use at most 512 lowercase letters, numbers, and single underscores. Start with a letter; do not end with an underscore.
  4. Read Message preview. The preview is read-only. The confirmation uses customer name, order reference, total, and delivery address. The refusal check uses customer name and order reference.
  5. Select Submit for review. Wait for approval, then select Refresh on Overview.
Choose the template type and language before submitting for review.

Choose the template type and language before submitting for review.

Scroll to explore the screenshot. Use arrow keys when the image is focused.

COD templates must be approved Utility templates. Confirmation buttons must be ordered confirm, cancel, change time. Refusal buttons must be ordered yes, no. Use text headers or no header; media headers are not supported. The ready-made templates supply the required button order.

Check usage, numbers, and templates

Usage this month (2) tracks Confirmations and Refusal checks separately, with the used amount, plan limit or Unlimited, and reset time. An accepted confirmation uses one confirmation; an accepted refusal check uses one refusal check. Reminders, follow-up questions, and closing messages do not use extra units of these allowances. WhatsApp message charges are separate.

In WhatsApp numbers and templates, check the template status and whether it is usable for confirmation or refusal. Awaiting review means review is still pending. Not usable for COD means the template does not meet the COD requirements. If a template's language has no follow-up texts, follow its link to Settings and add that language.

Troubleshooting

  • If no phone numbers appear, select Open Channels and check the connection.
  • If template creation is unavailable, ask someone with template management access to create it.
  • If developer setup cannot be verified, check API keys and enabled webhook endpoints in Developers, or ask the workspace owner. Select Try again after a loading error.
  • If sending is blocked by missing setup or quota, check your time zone, template language, approval, and Usage this month.

Next: COD settings and confirmation log. API details: COD confirmations.

Campaign report

Read delivery progress, investigate excluded or failed recipients, and open their conversations.

COD settings

Set confirmation timings, delivery choices, and the follow-up texts customers receive.

On this page

Before you startStepsOpen OverviewSet the delivery time zone and textsPrepare approved templatesConnect your store integrationCreate a ready-made templateCheck usage, numbers, and templatesTroubleshooting