Cash on delivery: 6 ways to reduce returns

In Morocco, cash on delivery is still the norm. The downside: refused parcels, which cost you shipping, return fees and tied-up stock. The good news is that some of those returns can be prevented before the parcel even leaves.

1. Confirm every order

An unconfirmed order is a risky order. A WhatsApp message sent automatically right after purchase, with a summary and a confirmation button, filters out many impulse orders.

2. Check the address

Incomplete addresses are a common cause of failed deliveries. Ask for the neighbourhood, a landmark and, if possible, a location shared from the customer's phone.

3. Be clear about delivery times

A customer left waiting without news ends up forgetting the order, or buying elsewhere. Let them know when the parcel ships, then the day before delivery.

4. Show the product as it really is

Realistic photos and an accurate description of sizes and materials prevent disappointment on the doorstep. A short product video often makes the difference.

5. Spot suspicious orders

Several orders from the same number, a made-up name, unusual quantities: these signals can be detected automatically and checked before shipping.

6. Measure, then adjust

Track the return rate by product, by city and by ad source. You'll quickly see where the losses pile up.

Automate without losing the human touch

Steps 1, 3 and 5 can run on their own while your team focuses on doubtful cases. That's what I set up with a WhatsApp chatbot and n8n automations. For the store itself, see YouCan store setup.