October 1, 2026 · 4 min read
The order confirmation call: script and best practices
A 5-step call script, answers to the usual objections and a routine that raises your delivery rate.
Kllix team
Product & growth
Why the confirmation call decides your delivery rate
In cash on delivery, an order is only a promise. The confirmation call turns it into a commitment. It filters out fake and impulse orders before you pay for shipping, fixes wrong addresses, and reminds the customer that a parcel — and a payment — is coming.
Merchants who confirm every order carefully often see their delivery rate rise by 10 to 20 points. No ad optimisation gives you that much for so little.
Call fast
The best moment to call is while the customer still remembers ordering — ideally within the hour. An order confirmed the same day is shipped sooner and delivered while the desire is still there.
- Split the day into calling blocks so new orders never wait long.
- Avoid very early mornings, late evenings and prayer times.
- On busy days, call the oldest orders first.
The 5-step call script
- 01
Greet and introduce yourself
Your name and the store name. Smile — it can be heard.
- 02
Confirm the order
Product, variant, quantity and the total price including delivery.
- 03
Confirm the address
Wilaya, commune and a landmark the delivery agent can find. Home or stop-desk.
- 04
Set expectations
When the parcel will arrive and that the delivery agent will call before coming.
- 05
Thank them
End warmly and remind them to keep their phone on.
Hello, this is Yacine from Siena Store. You ordered the Siena Tote in brown — is that right?
Yes, that’s me.
Perfect. It’s 3,800 DA plus 400 DA delivery to your home in Blida, 4,200 DA in total. Can you give me a landmark near your address?
Next to the El Kods pharmacy.
Great. You’ll receive it in 2 to 3 days, and the delivery agent will call you first. Thank you for your order!
Confirm orders faster
Status tracks, order history and bulk actions built for COD teams.
Handle the usual objections
| The customer says | A good answer |
|---|---|
| “It’s a bit expensive.” | Remind the benefit and the offer: “With 2, delivery is free.” |
| “I’ll think about it.” | Ask what is unclear and answer it. If they hesitate, don’t ship — mark the order to call back. |
| “I didn’t order anything.” | Apologise, cancel and note the number. It may be a fake order. |
| “Can I open it before paying?” | Explain your policy clearly before shipping, not at the door. |
Watch out
Never push an unsure customer to confirm. A forced “yes” on the phone very often becomes a refused parcel.
When nobody answers
Do not give up after one call, and do not ship without confirmation. A simple routine works well:
- Try three times at different times of the day.
- After the second missed call, send a short WhatsApp or SMS message.
- Use clear statuses — “No answer 1”, “No answer 2” — so anyone in the team can continue.
- After the third attempt, cancel and move on.
Organise your team
As soon as more than one person confirms orders, you need rules: who calls which orders, which statuses to use, and how to hand over. In Kllix, confirmation, payment and delivery each have their own status track, every change is logged in the order timeline, and you can update many orders at once.
Kllix tip
For larger teams, Codpilot — Kllix’s official partner — adds a sales CRM: assign customers to agents, track their activity and call customers from the app.
Measure every agent
Track two numbers per agent each week: the confirmation rate (confirmed orders out of called orders) and, more importantly, the delivery rate of the orders they confirmed. An agent who confirms everything but whose parcels come back is not helping you.
Confirmation routine
- New orders called within the hour
- 5-step script used on every call
- Landmark noted for every address
- Three attempts before cancelling
- Clear statuses for every outcome
- Confirmation and delivery rate tracked per agent
