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How to Set up the COD Confirmation

Learn how to set up the COD confirmation flow.

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Since up to 60% of COD orders get canceled, most online retailers call their customers before dispatching a COD order. This flow helps you trigger a message, with 2 buttons - Confirm and Cancel Order, to get a confirmation for Cash on Delivery (COD) orders. This flow saves:

- At least 2 minutes for every COD order by replacing the confirmation call.
- At least $2 for every wrong shipment avoided. 

We have 3 types of COD Confirmation flow: 

1.  COD Confirmation flow with 1 message.

2.  COD Confirmation flow with 2 messages sent sequentially based on a defined input time.

3.  COD Confirmation flow with 3 messages sent sequentially based on a defined input time before each message.

In this article, we will look at the COD Confirmation flow with 3 messages

This article has been divided into 4 parts: 

1.  Understanding the structure of the flow.

2.  Enabling the default version of the flow.

3.  Customising the flow to meet your needs.

4.  Understanding the Analytics of COD confirmation flow.

1. UNDERSTANDING THE STRUCTURE OF THE FLOW

STRUCTURE OF THE FLOW

As shown in the diagram above, the COD Confirmation is triggered once a customer places a COD order and is structured as follow:

(i) The first template message is sent to the customer after the defined delay time from the entry trigger. Note that, delay time delays the next step in the flow.

(ii) If the customer does not confirm/cancel their COD order, the second template message will be sent after the defined input time for the 1st message. This input time ensures that customer gets enough time to confirm or cancel their order. Remember, if the customer confirms/cancels the order at this stage, the exit condition would be met and hence the flow would be marked as complete.

(iii) If the customer still does not confirm/cancel their order, a third template message would be triggered. Post this the flow is marked as complete irrespective of the confirmation status.

(iv) Exit messages that are sent based on the response by your customer.

(v) A step to mark your COD orders as Confirmed or Cancelled on your Shopify store.


2. ENABLING THE DEFAULT VERSION OF THE FLOW

To enable the default version of the COD confirmation flow:

1. Go to Flows on the top bar.

Go to Flows on the top bar

2. Click on the New Workflow.

Click on the New Workflow

3. Select the COD flow - 3 notifications.

COD flow - 3 notifications

4. Click on Enable Flow.

Click on Enable Flow

With this, the basic version of the flow has been enabled. You can see the steps and message in this flow by going to Edit Flow on the top. To move around in the canvas, click and drag or zoom in and out. Once a customer confirms or cancels a COD order, a tag is added to your Shopify store as well.

3. CUSTOMISING THE FLOW

You can also customise various elements of this flow from the Edit Flow section:

1. You can modify the delay time and input time before the next step by clicking on the clock icon here and setting a time of your choice.

modify the delay time and input time

2. You can change the image in the default template by clicking on Fill templates, removing the default image and adding an image of your choice.

change the image in the default template

3. You can replace the initial message with any of your approved templates of the same message type. Once you select the template, you will have to fill in the variables. Refer to our articles How to create a template to learn more about creating templates.

replace the initial message with any of your approved templates

5. You can also edit all the exit messages by simply clicking on it and editing the text like this.

 edit all the exit messages

Once you are done editing the flow,

1. Click on Save Draft to save the changes.

Save Draft to save the changes

2. Close the Flow editor from here.

Close the Flow editor

3. Go to Drafts and click on the flow you just saved.

Go to Drafts and click on the flow

4. Click on Enable and your customised flow is enabled.

Click on Enable and your customised flow

5. You can also rename the flow from here. This is especially helpful to differentiate between different versions of the same flow.

rename the flow

Remember, once a customer confirms or cancels a COD order, a tag is added to your Shopify store as well.

4. UNDERSTANDING THE ANALYTICS OF THE REVIEW FLOW

UNDERSTANDING THE ANALYTICS OF THE REVIEW FLOW

The analytics of the COD Notifications flow gives you a complete report of the Orders confirmed with the following metrics: 

1.  The total time saved with this flow.

2.  The total number of Incorrect shippings will be avoided.

3.  Total amount spent on this flow.

4.  ROI for the flow.

5.  Total number of COD orders confirmed with this flow

6.  Total number of COD orders cancelled with this flow

You also have the complete list of all contacts who entered the COD flow along with the confirmation status for each COD order. Select one or more entries and the export button gets activated for you to export that details.

the complete list of all contacts

How to Set up the COD Confirmation

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