Solution
You pay for every cash-on-delivery parcel a customer refuses or never collects. RevOrder asks the customer by SMS to confirm the order and, when needed, a call-centre operator calls them. The answer is recorded on the order, so you can decide what to ship.
A few minutes after the order, the customer gets an SMS with its number and amount and replies with one word: ДА or НЕ, Bulgarian for yes and no.
A NO reply, or no reply within 24 hours, adds a tag and a note to the order and leaves it for your review. The SMS answer on its own does not cancel the order.
Operators from the RevOrder call centre or partner call centres call customers with new orders, or only those who answered NO or did not answer. You pay per handled order.
SMS answers stay on the order as tags and notes, and call results in the Call Center module. By default, an operator's confirmation also reaches NextLevel if NextLevel fulfils your orders.
A cash-on-delivery parcel that the customer refuses or never collects brings in no revenue, only costs: you pay the courier for the delivery and for the return, someone packed the order, and the goods are on the road instead of waiting for the next customer.
The reasons vary: the customer changed their mind, ordered twice by mistake, left a wrong phone number or forgot about the order while the parcel was on its way. Some of these cases are cleared up by one short question.
So the time to find out is between the order and the waybill, before you have packed the goods and paid the courier. Confirmation gives you the answer; what to ship stays your decision.
It starts with the "Cash-on-delivery confirmation" automation, which you switch on yourself. It runs on every new order but sends an SMS only when the order is clearly cash on delivery: orders paid by card, or with a payment method that cannot be determined, get no message. You can choose a short note that the order has been received, or the "SMS with a YES/NO reply" variant.
With the reply variant, the customer gets an SMS with the order number and amount and answers ДА or НЕ. Only the first word counts, in Cyrillic or Latin letters, and any other text stays in your SMS inbox for you to read.
A YES adds the tag "Confirmed by SMS" and a note. If you chose "Tag and status", the status also becomes "Confirmed", but only if the order was "New" or "Pending". A NO adds the tag "Declined by SMS", and no answer within 24 hours adds "No SMS answer".
For now the ready-made YES/NO text is in Bulgarian and replies come back through a single SMS provider, so the step is meant for customers with Bulgarian numbers.
You can add a phone call to the SMS. The calls are made by operators of the RevOrder call centre or of partner call centres, not by your staff. They work from your "Information for operators": what the shop is, the call script, the products and common questions.
There are two ways to use the calls. The first is the "New / unconfirmed order" stream: operators call customers whose orders are "New" or "Pending" and were placed after you switched the stream on. You can limit it to cash-on-delivery orders, set how long to wait before calling and let the SMS automation work first. The second is to call only the customers who answered NO or did not answer within 24 hours.
On a confirmation call the order is read-only: the operator records whether the customer confirms, refuses, does not pick up or wants a call back, without changing the order. Calls are recorded, and you can play them back under "Calls and recordings". You pay per handled order from your wallet balance.
In RevOrder the answer stays on the order as a tag and a note, and with "Tag and status" also as the status "Confirmed". You can filter the order list by these tags, and the Call Center module shows how many orders were confirmed by phone, what you paid and the call recordings. If you have connected an AI assistant such as Claude or ChatGPT to RevOrder, you can also ask it how many customers answered YES or NO.
If NextLevel fulfils your orders from its warehouse, by default they are sent there automatically once they are created, without waiting for confirmation. An operator's confirmation is passed on to NextLevel and marks the order confirmed there, so its own team does not call the customer again. If you turned on the rule "Call-center confirmed orders arrive as new", the order stays new there instead. If the customer refuses on the call, the order is voided at NextLevel, provided the warehouse has not started on it yet.
Two things do not happen automatically. First, unconfirmed orders are not held back: if you create waybills yourself, for example for Econt or Speedy, check the tags before you create one. Second, the confirmation is not written back to your store: orders come in from Shopify, WooCommerce, OpenCart, MerchantPro or ConvertBuilder, but the confirmation tags and status stay in RevOrder.
Orders from your Shopify, WooCommerce, OpenCart, MerchantPro or ConvertBuilder store reach RevOrder automatically.
In automations, pick "Cash-on-delivery confirmation" with the "SMS with a YES/NO reply" variant.
Switch on calls in the Call Center module, fill in "Information for operators" and, if you want every new order called, start the "New / unconfirmed order" stream.
On the SMS page, choose whether YES adds only a tag or also the status "Confirmed". If the call centre is on, that is also where you turn on a call on NO or on no answer.
Create a free account, connect your store and switch on SMS confirmation for cash-on-delivery orders.
RevOrder AI
Connect Claude or ChatGPT to RevOrder: the assistant prepares the action, you see the preview and say yes. Access is free.
