E-commerce call centre and order confirmation
In COD markets, an unconfirmed order is a guess. A meaningful share of orders placed on a social ad are impulse taps, wrong numbers or duplicate submissions. Shipping all of them means paying for deliveries that were never going to be accepted — and then paying again to bring the goods back.
Our in-house agents call before dispatch to confirm the customer wants the item, verify the address and the amount payable, and set expectations for when the rider will arrive. That one call is the cheapest thing in the whole chain and it moves your delivery success rate more than any other single change.
The team also works the back end: unreachable customers, missed attempts and reschedule requests. Agents speak the local languages of the markets they serve, which matters more than any script when you're asking someone to accept a parcel and hand over cash.
Pre-dispatch
confirmation on COD orders
Local
language agents
Included
from our Scale plan
What's included
Pre-dispatch order confirmation
Every COD order is confirmed with the customer before it leaves the warehouse.
Address verification
Agents turn vague addresses into directions a rider can actually follow, before dispatch rather than at the door.
Failed-delivery recovery
Missed and unreachable customers are called back and re-booked instead of being returned on the first attempt.
Local-language agents
Support in the languages your customers actually use, which materially improves acceptance.
Delivery scheduling
Customers can move a delivery to a time they will be available rather than simply refusing it.
Feedback to your team
Recurring objections and refusal reasons are reported back so you can fix the offer, not just the delivery.
How it works
- 01
Order arrives
A new COD order lands in the queue with the customer's contact details.
- 02
Confirmation call
An agent confirms intent, product, price and address, and flags anything that looks wrong.
- 03
Dispatch or park
Confirmed orders go to picking. Unconfirmed ones are retried on a schedule instead of shipping blind.
- 04
Recovery
After a failed attempt the customer is contacted again and the delivery re-booked.
Who this is for
- COD sellers with high refusal or no-answer rates
- Media buyers driving impulse orders from social ads
- Brands entering markets where they don't speak the local language
- Merchants whose returns fees are eating their margin
Where call centre is available
Available across our seven-country network. Open a market for local lead times and coverage.
Call Centre FAQs
Related services
Cash on Delivery
Driver-verified cash and mobile-money collection with per-order reconciliation and a clean payout statement.
Learn moreReturns Management
Returned and undelivered stock collected, inspected and put back on sale — with reporting on why it came back.
Learn moreLast-Mile Delivery
City and regional delivery with live tracking, delivery attempts that get worked, and payment collected at the door.
Learn moreLooking for a partner for your order fulfillment?
Tell us your volume and target markets. A dedicated B2B account manager will reach out to discuss your requirements.