Delivery and logistics
Cash on Delivery and Address Confirmation
Cash on delivery orders depend on someone being present and paying. Learn why address confirmation matters and how shops can reduce refused or lost orders.
Updated 14 October 2026 · 2 min read
With cash on delivery, often called COD, the buyer pays the courier at the door. The seller earns nothing until the handover happens, so a wrong address, an unreachable phone or an absent buyer turns directly into a returned parcel.
Why COD is sensitive to address quality
- There is no prepayment to motivate the buyer to be present.
- The courier must meet the buyer in person and collect payment.
- A failed attempt costs the seller transport both ways; see the cost of failed deliveries.
Ways to confirm an order
- Call or message the buyer. Check name, address, phone number and willingness to pay.
- Ask for missing details. Entrance, floor, landmark or gate information.
- Confirm the time. Offer a window; see delivery time windows.
- Request a map location. Let the buyer mark the exact place at checkout. See pin-drop delivery locations at checkout.
What to say in a confirmation message
Keep it short and give the buyer something to answer:
"Hello, your order 1234 is ready for cash delivery to [address]. Reply YES to confirm and tell us the best time to call. Amount due: [amount]."
Avoid asking buyers to share sensitive financial details; COD messages need only the address, phone and amount.
Make the courier's job easier
Share the confirmed notes and location with the carrier. If your store saves a UPCS code, latitude and longitude with the order, the courier can open the point in a map rather than guess. This is supported by the WordPress / WooCommerce plugin and the PrestaShop module, among others; see how a UPCS code can be added to an order. It does not guarantee payment or presence.
Reducing refusals
- Be clear about the amount, including delivery charges, before dispatch.
- Tell the buyer to keep the exact amount ready if the carrier requires it.
- Offer a pickup option for buyers who are rarely home.
What happens on failure
If the buyer is absent or refuses, the carrier follows its normal rules. See failed delivery attempts explained and returns address handling.
Frequently asked questions
Why do cash on delivery orders need address confirmation?
Because the seller is paid only on handover, a wrong address or absent buyer means the parcel returns and no payment is collected.
How do shops confirm cash on delivery orders?
Common methods are a confirmation call or message, asking for a precise location, and checking that the phone number is reachable.