COD settings
Set confirmation timings, delivery choices, and the follow-up texts customers receive.
Set the timing and follow-up questions for your cash-on-delivery confirmations. These settings let customers choose delivery options and give refusal reasons in the language of your message template.
Before you start
Open Sales, then Settings on COD confirmation. Have your delivery time zone, available delivery options, and customer-facing texts ready.
Who can do this: the workspace owner or members whose role includes managing COD settings can edit. Members with permission to view COD confirmations have read-only access.
Steps
Set your time zone and timings
Choose Time zone (1). Set Confirmation timing (2) and Refusal check timing separately. Use the limits below.
Choose delivery options
Under Reschedule options, set Delivery days offered, select Weekdays to skip, and enter time range labels. Use Add time range or Remove to adjust the list.
Add follow-up languages
Under Follow-up languages, choose a language in Add language, then select Add language. English and Arabic include editable texts. Choose Custom language code and enter Template language code for another language; its fields start empty.
Match the exact template language code, such as en, ar, or en_US. Codes use two or three lowercase letters, optionally followed by an underscore and two uppercase letters. You can configure up to 10 languages. A language cannot be added twice.
Save your settings
Complete the fields for each language and select Save settings. Fix any highlighted fields if saving is blocked. Unsaved changes means your edits have not been saved yet.
Time zone and timing limits
| Field | What to enter |
|---|---|
| Time zone | Search and choose a named time zone, such as Africa/Cairo, or UTC. A time zone is required before sending. Delivery days use this zone. Numeric offsets alone are not accepted. |
| Reminder under Confirmation timing | Switch Off or On. When on, use 15 minutes to 72 hours. It resends the original template once if the customer has not answered. |
| Mark as no response after under Confirmation timing | Use 1 hour to 7 days (168 hours). It must be later than the enabled reminder. |
| Reminder under Refusal check timing | Separate from confirmation timing, with the same Off or 15 minutes to 72 hours rule. |
| Mark as no response after under Refusal check timing | Separate from confirmation timing, with the same 1 hour to 7 days rule. It must be later than the enabled refusal reminder. |
Use whole numbers in Hours and Minutes. Minutes run from 0 to 59; the combined duration must stay within the limits above. Timing starts when the message is sent, not when the customer reads it. Turning a reminder on initially sets it to 1 hour.
Reschedule options
| Field | What it controls |
|---|---|
| Delivery days offered | Offer 1, 2, or 3 available delivery days, starting tomorrow in your chosen time zone. |
| Weekdays to skip | Select up to 6 weekdays to leave out. Keep at least one delivery weekday available. |
| Time range fields | Enter 1-3 unique, nonempty labels, at most 20 characters each. For example, 9 AM - 1 PM. Use Add time range to add a label and Remove to remove one. |
Time ranges are labels you define for customers. The settings do not ask you to enter separate start and end times.
The dashboard describes follow-up questions as paid WhatsApp messages. Rescheduling asks up to two questions. Refusal checks ask up to two questions. An optional closing message is another message. These messages do not consume additional confirmation or refusal-check quota.
Follow-up texts for each language
Every configured language needs the required fields below. Use customer-facing wording in that language. The character counters show each field's limit.
| Field | Purpose and limit |
|---|---|
| Day question (1) | Ask which offered delivery day suits the customer. Required, up to 1,024 characters. |
| Time question (2) | Ask which time range suits them. Required, up to 1,024 characters. |
| Refusal reason question | Ask why they refused the delivery. Required, up to 1,024 characters. |
| Reasons list button label | The button that opens the refusal reasons list. Required, up to 20 characters. |
| Reason fields | Enter 1-9 unique, nonempty refusal reasons, up to 24 characters each. Use Add reason or Remove to adjust them. |
| Other label | The final option added to the reasons list for another reason. Required, up to 24 characters. |
| Note prompt | Ask for a short typed explanation when the customer chooses the other reason. Required, up to 1,024 characters. |
| Closing message (optional) | A closing message after a completed confirmation, reschedule, or refusal check. Up to 1,024 characters. Leave empty to send no closing message. |
Use Remove language to remove a language's follow-up texts. If you already have 10 languages, remove one before adding another.
Troubleshooting
- If Save settings is unavailable, check whether you have made changes and have permission to manage COD settings.
- If saving fails, your edits remain on the page. Correct the highlighted values or try saving again.
- If sending reports missing language setup, compare the template's full language code with your configured language.
enanden_USare separate entries. - Required fields cannot contain only spaces. Time range labels and refusal reason labels must be unique within their lists.
Related: COD setup, confirmation log, and COD API.