Confirmation log
Review customer answers, delivery changes, refusal checks, and message failures.
Use the confirmation log to check customer answers to your cash-on-delivery requests. It lists confirmations newest first and includes delivery choices, refusal results, and failures so you can follow up with your store team.
Who can do this: the workspace owner or members whose role includes viewing COD confirmations.
Steps
Open the log
Open Sales, then Log on COD confirmation.
Filter and refresh
Choose Status (1) to show one confirmation status or All statuses. Select Refresh (2) to load the latest answers. Use Load more when more confirmations are available.
Read the answer and failure
Find your order in Reference, then read Status, Answer, and Failure. Refusal-check answers appear with the original confirmation, in Answer.
Read the columns
| Column | What it shows |
|---|---|
| Created | When the confirmation was created. |
| Reference | The order reference supplied by your store integration. |
| Phone | The customer's destination phone number. |
| Status | The confirmation's current status. |
| Answer | Confirmation or cancellation, delivery date and time range, any note, and any refusal-check status, reason, or note. |
| Failure | The failure message and code, or None when there is no confirmation failure. |
Understand confirmation statuses
The Status filter applies to the confirmation, rather than its refusal check.
| Status | Meaning |
|---|---|
| Accepted | The request was accepted for sending. It is not a customer confirmation. |
| Awaiting answer | The confirmation message was submitted and is waiting for the customer to answer. |
| Confirmed | The customer chose to confirm the order. |
| Cancelled | The customer chose to cancel the order. |
| Choosing delivery time | The customer started choosing another delivery day or time. |
| Rescheduled | The reschedule step finished. Check the date, time range, and note actually collected. |
| No response | The configured no-response time passed without an answer. |
| Failed | The confirmation message or a submitted reminder failed to send. Check Failure. |
Read refusal-check answers
When a refusal check exists, Answer also shows its progress or result. Accepted and Awaiting answer mean the refusal check is waiting to send or waiting for a reply. Awaiting reason means the customer said they refused and is choosing a reason. Awaiting note means they chose the other reason and have been asked for a typed explanation.
Refusal denied means the customer said they did not refuse the delivery. A completed refusal shows the chosen reason or Confirmed, no reason given. No response and Failed refer to that refusal check when shown in its answer summary.
Good to know
- A later customer choice can update an earlier confirmation answer, including No response. Refresh before acting on an old result.
- A reschedule can finish with only part of the selection collected. The log can show Day not selected or Time range not selected; read any note before arranging delivery.
- If a filter has no results, select Show all confirmations or choose another status. If the log is empty, select Open Overview to check setup and have your store integration send a confirmation.
- If refresh fails, already loaded confirmations remain available. Retry to get current answers.
Related: COD setup and COD settings. For integration outcomes, see COD API and webhooks.