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Cash on delivery protection

Cut fake orders and refused deliveries with a customer confirmation link, a risk score on every order, an optional cash on delivery fee, and auto-blocking customers who keep refusing.

Cash on delivery sells more, but every order refused at the door costs you shipping both ways. Cash on delivery protection helps you spot the serious orders before you ship.

Turn it on

  1. Open Payments. The Cash on delivery protection card sits under Cash on delivery.
    The Cash on delivery protection card
    The Cash on delivery protection card
  2. Switch on Ask customers to confirm their order (1). Right after checkout, customers see a Confirm button, and the same button is in their order email. When they confirm, the order moves to Confirmed automatically (you can turn that off).
  3. Optional: enter a Cash on delivery fee (2). It's added to the total only when the customer picks cash on delivery, and checkout tells them they can skip it by paying online.
  4. Under Turn off cash on delivery for a customer after (3), pick a number of refused deliveries (for example 2). Once a customer refuses that many, they can only pay online.
  5. Choose what happens to High-risk orders (4): accept and flag them, or require online payment (only works when you have an online payment method turned on).
  6. Click Save.
The fee is never added to in-store pickup orders.

The risk score on the order page

Every new cash on delivery order gets a score from 0 to 100, based on your store's real data: the customer's past refusals, repeat orders in the last 24 hours, an incomplete address, and the order value compared with your average. Orders the customer received before lower the score.

Confirmation & risk on the order page
Confirmation & risk on the order page
  1. Open the order. The Confirmation & risk panel (1) shows the score, the reasons, and the confirmation status: Not confirmed, Customer confirmed or Customer cancelled.
  2. Customer hasn't confirmed? Click Send link on WhatsApp (2) to send a ready-made message with the confirmation link, or Copy link and send it any way you like.
“High risk” doesn't reject the order — it's a heads-up. Call the customer before shipping, or ask them to pay upfront.

In the orders list

Medium- and high-risk orders get a badge, and orders the customer hasn't confirmed yet show Not confirmed (1), so you can see what needs a follow-up at a glance.

Risk and confirmation badges in the orders list
Risk and confirmation badges in the orders list

If the customer cancels from the link, the order is cancelled and the stock goes back automatically — as long as it hasn't shipped.

Turning off cash on delivery for a customer

The customer page shows a Cash on delivery off badge (1) when it was turned off automatically or by you. Click Allow cash on delivery (2) to turn it back on, or Turn off cash on delivery to do it yourself.

The customer page and the cash on delivery button
The customer page and the cash on delivery button
This is different from Block number: a customer with cash on delivery off can still order and pay online.

See also Confirming and shipping orders and Payment methods.

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