COD Confirmation Playbook: SOP, Call Scripts & KPIs

The step-by-step system to turn more Cash-on-Delivery leads into delivered, paid orders, and fewer parcels into returns. Written for store owners and the people who make the confirmation calls.

Inside the 14-page PDF

• Why confirmation decides your profit, with a worked example
• The 11-step confirmation SOP: the 10-minute rule, 4 daily call windows, WhatsApp follow-ups, shipping cut-off and returns recovery
• Order statuses your whole team should use
• The 7-step confirmation call script in English, French and Moroccan Darija
• Address verification checklist
• 12 customer objections and how to answer them without pressure
• Fake and high-risk order red flags, with clear shipping rules
• KPI formulas and reference targets
• The confirmation agent's daily routine, hour by hour
• Hiring test, pay structure and first-week training plan
• Daily report template

Benchmarks are sourced from 2026 guides to COD e-commerce in Morocco, and every source is listed at the end.

Instant download: 1 PDF.