Confirm intent before dispatch
Define how the buyer confirms an order and how staff handle no response, a cancellation or an address correction. The right confirmation channel depends on the tools enabled for your business.
AN ORDER IS ONLY THE BEGINNING
Confirm the order. Follow the cash.
Run cash-on-delivery as a complete operating journey: customer confirmation, accurate delivery details, dispatch, collection and reconciliation.
BUILT AROUND THE WORK
What this means
for your business.
Give delivery a clear handoff
The delivery team needs the order, amount to collect and the right recipient information. Changes after dispatch require an agreed exception process.
Close the collection loop
A delivered parcel does not by itself prove that the business has received the money. Track collection and remittance separately, and resolve differences against the original order.
THE BUSINESS BEHIND THE CAPABILITY
The order arrives before the cash.
Confirmation, fulfillment, collection and reconciliation need distinct ownership. Keep the unpaid order visible through the complete delivery and cash handoff.
Before dispatch
Inspect customer intent and delivery information, including corrections and escalation.
After delivery
Match the amount due with collection and handover. A delivered item does not by itself prove cash settlement.
INSIDE CASH ON DELIVERY
Confirmation, delivery and collection are separate jobs.
Cash on delivery leaves a financial responsibility open after the customer places an order. The operating process must account for intent, delivery information, cash collection and remittance to the business.
Confirmation
Use the supported channel to verify intent and resolve incomplete information.
Address correction
Define who may change delivery information and until which operating stage.
Dispatch readiness
Pass the order and collection amount to the right fulfillment party.
Delivery result
Distinguish successful, failed and returned outcomes.
Cash collection
Record the customer’s payment outcome through the configured process.
Remittance & reconciliation
Compare collected amounts, fees and funds received by the business.
FOLLOW THE BUSINESS JOURNEY
A concrete operating example.
The order enters the confirmation queue. The buyer confirms or asks for a correction. Once ready, the responsible delivery party receives the parcel and amount to collect. Finance later compares collection with remittance; a delivery confirmation alone does not close that obligation.
The exception matters, too.
| What happens | What the team needs to resolve |
|---|---|
| The buyer does not respond | Apply the defined follow-up and escalation policy. |
| The address changes after dispatch | Check whether the delivery can still be changed before making a promise. |
| Cash is short on remittance | Investigate the order, collection and settlement records before closing the period. |
Inspect the supplied workspace.
Supplied Agora inventory workspace. This capture provides interface context; the operating scenarios on this page use separately labelled sample data.
FOLLOW THE PROCESS
From the first step
to the next decision.
01
Review and confirm
Check the order and contact details, then record the confirmation decision.
Review and confirm→Dispatch with collection context→Reconcile cash
02
Dispatch with collection context
Pass the correct amount and delivery responsibility to the fulfillment workflow.
Review and confirm→Dispatch with collection context→Reconcile cash
03
Reconcile cash
Compare delivery outcomes, cash collected and the amount remitted to the business.
Review and confirm→Dispatch with collection context→Reconcile cash
Operating walkthrough · Review the exact configuration for your business.
A CLEARER PICTURE
Good questions.
Useful answers.
Can confirmation be automated?
Discuss the enabled messaging or agent actions, consent requirements and escalation route for your setup.
What happens when the customer changes their address?
Review whether the shipment can still be changed, then update the relevant team and delivery information through the supported workflow.
Is collection the same as settlement?
No. Collection is the customer handing over cash; settlement is the business receiving the remitted amount.
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