Resolve order questions before the parcel leaves
How we help
Cash-on-delivery orders may arrive with incomplete addresses, mistaken variants or an unconfirmed purchase intention. Sending every order straight to dispatch leaves the courier and customer to resolve problems that could have been clarified earlier.
BrownBag contacts customers through the agreed call or message process to confirm the information your operation needs. We record corrections, cancellations and contact outcomes against the original order. Your dispatch team receives a defined ready queue, while unresolved orders remain visible for the next action.
Discuss this service →The work, step by step
How the work is handled
Set confirmation and release rules
Agree which orders require contact, the sequence of attempts and what counts as confirmation. Define how to handle unavailable customers, duplicate orders, requested changes and cases requiring a supervisor’s decision.
Verify the order with the customer
Confirm the item, variant, quantity and amount to collect. Clarify delivery address components, contact details and relevant directions, then read back changes so the order record reflects what the customer actually confirmed.
Release or hold with a reason
Update the original order and send confirmed work to dispatch. Keep cancellations, corrections and unanswered cases in separate queues with their contact history, giving the next operator a clear reason for the status.
Clear handover
What you receive
- COD confirmation script and release criteria
- Verified order and address records
- Change, cancellation and contact-attempt log
- Dispatch-ready and unresolved-order queues
Start the conversation
Prepare your brief
These details help us scope the work:
- COD order source and required address fields
- Confirmation policy and contact preferences
- Dispatch cut-offs and change approval owner
Your questions, answered
Can you confirm orders by WhatsApp as well as phone?
Yes. We agree the channel and evidence needed for confirmation, then record the outcome consistently. The workflow can distinguish a customer reply from an unanswered message or an incomplete confirmation.
Does address verification guarantee successful delivery?
It clarifies the customer-provided delivery information before dispatch. Courier coverage, access and later customer availability still affect delivery; those exceptions can be handled through the delivery follow-up service.