Order confirmation calls for online sellers in Pakistan: reduce failed deliveries

Cash on delivery is popular in Pakistan, and it comes with a cost: orders that nobody answers, wrong addresses and parcels that come back. A short confirmation call before dispatch is one of the most practical ways to reduce that waste.

What a confirmation call should do

• Confirm the buyer actually placed the order.
• Verify the full delivery address and a nearby landmark.
• Check the product, size or colour and the total amount.
• Agree a delivery time window.

A simple script

"Assalam o Alaikum, this is [name] from [store]. You ordered [item] for PKR [amount]. I am calling to confirm your address, which we have as [address]. Is that correct, and will someone be available to receive the parcel?"

Build a routine

1. Export new orders each morning.
2. Call each customer from your business number.
3. Tag the outcome: confirmed, change address, cancelled or no answer.
4. Try unconfirmed orders again later.
5. Send only confirmed orders to dispatch.

Why a business number matters

Buyers are wary of unknown calls, especially about money. A local, consistent number helps them trust that you are who you say you are. See the e-commerce solution.

Track what changes

Compare the number of orders, confirmed orders, delivered orders and returns before and after you start calling. Look at which products or areas have the most problems, and adjust. Call outcomes make this easy to count.

Be respectful

Handle the most common situations

• The customer did not place the order: cancel it and flag the number.
• The address is incomplete: ask for a landmark and a second contact number.
• The customer wants to change the item: update the order before dispatch.
• No answer: try again later, then send a message and hold the order for a day.

Set a simple target

Aim to confirm every cash on delivery order before it leaves your warehouse. Track the share of confirmed orders that are delivered successfully, and compare it with unconfirmed ones. This simple comparison shows whether the calls are paying for themselves.

Build the habit with the whole team

Make confirmation part of your daily routine, not an occasional task. Assign one person to own it, give them a clear script and review results every week.

Customers have already placed an order, so a confirmation call is expected. Still, keep it short, polite and focused. Do not use the call to push unrelated offers.