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In a cash on delivery business, the order is not real until it is confirmed. A two minute order confirmation call can save you a full delivery charge, a return charge and days of stock sitting in a courier hub.
This guide gives you a simple confirmation process, a ready-to-use script in English and Bangla, message templates for busy days, and a way to track results so returns keep going down.
Why confirmation calls matter for COD
Placing a COD order costs the customer nothing. Some orders are placed on impulse, some are duplicates, a few are fake, and some customers simply don't know the total including delivery. Each refused parcel costs you:
- The outward delivery charge.
- A return charge, depending on your courier.
- Packaging and staff time.
- Stock that is stuck for days and can't be sold.
A confirmation call catches most of these problems before the parcel leaves. It also gives a real customer confidence that the shop is genuine and organised. For more on fake orders, see how to reduce fake orders in cash on delivery.
The confirmation process step by step
- Order arrives from your website, Messenger or a phone call. Mark it as "new".
- Check the details. Full name, valid Bangladeshi mobile number, complete address with area and landmark, and inside or outside Dhaka.
- Check history. Search the phone number in your past orders. Has it refused a parcel before?
- Call within an hour or two if you can. Use the script below.
- Mark the result. Confirmed, cancelled, or no answer.
- Retry no-answers at a different time, and send a message.
- Ship confirmed orders the same day or next day.
- Hold or cancel orders that stay unconfirmed after your set time.
Order confirmation call scripts in English and Bangla
English script
Keep it short, polite and focused on four things: product, total, address, delivery time.
- Greeting: "Assalamu alaikum, I'm calling from Nakshi Ghor. Is this Ms. Sultana?"
- Product: "You ordered one blue cotton three-piece, size L. Is that correct?"
- Total: "The price is ৳1,450 and the delivery charge to Rajshahi is ৳130, so the total is ৳1,580, payable on delivery. Is that okay?"
- Address: "Your address is House 12, Road 3, Upashahar, Rajshahi. Is there a landmark nearby the delivery person can use?"
- Delivery time: "The parcel should reach you in about 2 to 4 days. The courier will call this number, so please keep your phone on."
- Close: "Thank you for ordering. If you need anything, you can call or message us on this number."
The shop and customer names are examples. Use your own.
Bangla script
Many customers are more comfortable in Bangla. Here is the same script:
- শুরু: "আসসালামু আলাইকুম, আমি নকশী ঘর থেকে বলছি। আপনি কি সুলতানা আপু বলছেন?"
- Product: "আপনি একটা blue cotton three-piece, size L order করেছেন, ঠিক আছে?"
- মোট টাকা: "দাম ৳1,450, আর রাজশাহীতে delivery charge ৳130, মোট ৳1,580। Product হাতে পেয়ে টাকা দিবেন। ঠিক আছে?"
- ঠিকানা: "আপনার ঠিকানা House 12, Road 3, উপশহর, রাজশাহী। কাছে কোনো landmark আছে যেটা delivery man কে বলতে পারি?"
- Delivery সময়: "ইনশাআল্লাহ 2 থেকে 4 দিনের মধ্যে parcel পৌঁছাবে। Courier এই নম্বরে call দিবে, phone টা একটু খোলা রাখবেন।"
- শেষ: "Order করার জন্য ধন্যবাদ। কোনো দরকার হলে এই নম্বরে call বা message দিবেন।"
If your customers prefer Banglish, the same lines work in English letters, for example "Assalamu alaikum, ami Nakshi Ghor theke bolchi."
Message templates for busy days
When orders are high, confirm by message first and call those who don't reply.
English message
"Hello, thank you for your order from Nakshi Ghor. Order: 1 blue cotton three-piece (L). Total ৳1,580 including delivery, cash on delivery. Address: House 12, Road 3, Upashahar, Rajshahi. Please reply YES to confirm. Delivery in 2 to 4 days."
Bangla message
"আসসালামু আলাইকুম, নকশী ঘরে order করার জন্য ধন্যবাদ। Order: 1টি blue cotton three-piece (L)। Delivery charge সহ মোট ৳1,580, cash on delivery। ঠিকানা: House 12, Road 3, উপশহর, রাজশাহী। Confirm করতে YES লিখে reply দিন। 2 থেকে 4 দিনের মধ্যে delivery।"
Send it by SMS, WhatsApp or Messenger, whichever the customer used.
Handling tricky situations
| Situation | What to do |
|---|---|
| No answer after 2 or 3 calls | Send a message, hold the order, cancel after your set time |
| Customer says "I didn't order" | Cancel politely; note the number in your records |
| Customer wants a different size or colour | Update the order and confirm the new total |
| Customer hesitates about the price | Restate value briefly; don't pressure. A forced order often returns |
| Incomplete address | Ask for area, road, house and a landmark |
| Number refused parcels before | Ask for a small advance, such as the delivery charge, by bKash or Nagad |
| Customer wants delivery on a specific day | Note it and tell the courier if they support it; don't promise what you can't control |
Stay friendly even when an order is cancelled. A customer who cancels politely today may order next month.
Track results to reduce returns
Confirmation works best when you measure it. For every order, record:
- Confirmed, cancelled or no answer.
- Delivered or returned.
- Return reason, if any: not reachable, changed mind, price, size, damaged, fake.
After a month, look at the patterns:
- High "no answer" rate? Call sooner after the order.
- Many "changed mind" returns from late night ads? Confirm those next morning more carefully.
- Many size problems? Improve your size chart and ask about size during the call.
- Returns concentrated in one area? Ask for the delivery charge in advance there.
An order management dashboard makes this easy. On EasyMall, orders move through new, confirmed, delivered, cancelled and returned, and you can search by phone number to check a customer's history in seconds. When an order is cancelled or returned, the items go back into stock automatically.
Who should make the calls
- Small shop: the owner, in two or three fixed slots a day.
- Growing shop: one person responsible for confirmations, using the same script every time.
- Busy seasons like Eid: add a second person for calls only, and set a daily cutoff so confirmed orders still ship on time.
Whoever calls should have the order details, the delivery charges and the return policy in front of them, so every customer hears the same clear information.
Make confirmation easier with EasyMall
Fewer mistakes in the order means shorter calls. EasyMall's checkout collects the customer's name, a validated mobile number, full address and inside or outside Dhaka choice, and shows the total before they confirm. Your orders dashboard keeps every status in one place.
Courier booking with Steadfast, Pathao and RedX is coming soon. Learn more about order management, or create your free store in about 2 minutes.
Frequently asked questions
Why should I make an order confirmation call for COD orders?
Because a COD order costs the customer nothing to place. A quick call checks that the person is real, still wants the product, knows the total and has given a complete address. That prevents many refused parcels and wasted delivery charges.
When is the best time to call?
As soon as possible after the order, ideally within an hour or two, while the customer still remembers and is interested. For late night orders, call the next morning at a reasonable hour.
What if the customer doesn't pick up?
Try two or three times at different times of day and send a message with the order summary. If there is still no response, hold the order rather than shipping it, and cancel it after a set period you decide on.
Should I call every customer?
Call every order while volume is small. As you grow, call new customers, high-value orders and outside Dhaka orders, and confirm trusted repeat customers by message.
Can confirmation be done by message instead of a call?
Yes, a message asking the customer to reply to confirm works well for repeat or low-risk orders. Calls are still better for first-time and high-value orders because you can hear the customer's intent.
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