COD Order Confirmation

COD Order Confirmation

Voice-confirm every new COD order in minutes — catch fakes, beat COD-fee objections, and flip COD → prepaid before you ship.

Built on the Telenow App Platform as a pure declarative app: the data model, the agent tools, the store webhooks, the confirmation workflow, the vernacular agent, and the objection knowledge base all run on-platform. No external server.

The problem (and the number)

In Indian e-commerce, 60–65% of orders are Cash-on-Delivery, and COD orders return-to-origin (RTO) at 28–40% versus under 2% for prepaid. Every RTO burns forward + reverse shipping, packing, and locked-up inventory — often ₹100–₹250 of pure loss on an order that never earned a rupee. The single biggest lever is a fast confirmation call: reach the buyer within minutes, verify they actually placed the order and still want it, kill the doubts that cause refusals, and nudge them to prepay.

COD Order Confirmation does exactly that, automatically, in the buyer's own language.

How it works

Shopify / WooCommerce  ──(order created webhook)──►  order object (status: new)
        │                                                     │
        │                                          fires object.order.created
        ▼                                                     ▼
   dedupe on order #                            confirm_new_order workflow
                                                  ├─ delay ~5 min
                                                  └─ outbound-call  {{settings.confirm_agent_id}}
                                                        → dials {{trigger.data.phone}}
                                                        → passes order_no, amount, items, language
                                                            │
                                                            ▼
                                            COD Confirmation Agent (Sarvam, vernacular)
                                            find_order → confirm intent → answer objections (KB)
                                            → mark_confirmed | mark_cancelled | mark_suspect | mark_prepaid

A second workflow (send_prepaid_link) optionally WhatsApps the prepaid discount link via {{settings.wa_channel}}.

Everything the agent does on the call updates the same order rows you see on the dashboard — and the dashboard's Call now button dials through the same agent and tools.

Agent tools (used mid-call — all declarative)

The bundled COD Confirmation Agent is a multi-context flow: a deterministic find_order tool node (looks the caller up in this app's data) → a conversation node that confirms, objects-handles, and sets status. STT/TTS default to Sarvam (anushka) for Tier-2/3 vernacular buyers.

Dashboard pages

• COD Order Confirmation (dashboard) — KPI tiles (orders today, confirmed COD, prepaid flips, cancelled/suspect, est. RTO prevented ₹), an order-status mix bar, recent orders, and a daily rollup. Also powers the platform dashboard_widget slot in a compact form.
• Orders — filter by status, search, and Call now to trigger a confirmation call for any order (passes the order's context variables to the agent).
• Setup — a configuration checklist, a one-click Create confirmation agent button, and the post-install wiring steps.

Knowledge base

objection-scripts ships four real scripts the agent answers from: why prepaid is better, COD fee explanation, signs of a fake/risky order, and the prepaid discount offer.

Install & post-install wiring

1. Install COD Order Confirmation into your org.
2. Open Setup → Create confirmation agent (builds the bundled Sarvam agent, auto-wired to the tools + KB).
3. Copy the new agent's ID into the app's Confirmation agent ID setting (confirm_agent_id) so confirm_new_order can dial.
4. (Optional) Set WhatsApp channel ID (wa_channel) to auto-send the prepaid link, and Prepaid discount % (prepaid_discount_pct, default 5).
5. Point your store's order created webhook at the inbound hook — shopify_order (verified with x-shopify-hmac-sha256) or woo_order (verified with x-wc-webhook-signature). New COD orders now flow in and auto-dial.

Settings

Bulk dialing your backlog

The real-time path (webhook → workflow → call) covers new orders. To sweep an existing backlog, use the app-key campaign API:

POST /api/app-campaigns
{ "agentId": "<confirm agent id>",
  "targetQuery": { "status": "new" },      // over the `order` object
  "result": { ... write-back ... } }

Monetization

COD Order Confirmation is billed on outcomes, not seats:

• Per confirmed order — a small fee for each order the agent verifies (confirmed), since each avoided a likely RTO.
• Per COD → prepaid flip — a higher fee for each prepaid conversion, which removes the RTO risk entirely and pulls cash forward. Tie the flip fee to prepaid_discount_pct so it always nets positive for the merchant.

Suspect catches (fakes stopped before shipping) and cancellations are surfaced as savings on the dashboard to make the ROI obvious.

Changelog

1.1.0 — 2026-07-12

• Renamed to COD Order Confirmation (business-friendly) with a marketplace icon.
• Added real UI screenshots (dashboard + key pages).
• Verified end-to-end loop closure: trigger → workflow → call → agent tools → write-back → dashboard.

1.0.0

• Initial release.
• Data model: order object (order #, phone, customer, amount, items, status, language, reason, created_at) with unconfirmed / prepaid_flipped / suspect saved views, plus a metric object for the daily dashboard rollup.
• Agent tools (declarative): find_order, log_order, mark_confirmed, mark_cancelled, mark_suspect, mark_prepaid, record_reason.
• Bundled agent: COD Confirmation Agent — a Sarvam vernacular multi-context flow (deterministic find_order lookup → confirm/objection-handle/flip) auto-wired to the tools and the objection knowledge base.
• Knowledge base: objection-scripts — why prepaid is better, COD fee explanation, fake-order signs, and the prepaid discount offer.
• Automation: shopify_order + woo_order inbound webhooks (HMAC-verified, dedupe on order #); confirm_new_order workflow (delay ~5 min → outbound confirmation call); send_prepaid_link workflow (WhatsApp the prepaid discount link).
• Dashboard UI: KPI tiles with estimated RTO prevented, order-status mix, recent orders, and a daily rollup; also renders into the dashboard_widget slot in compact form.
• Orders page: status filters, search, and per-order Call now (passes order context variables to the agent).
• Setup page: configuration checklist + one-click Create confirmation agent and post-install wiring steps.
• Self-seed: a fresh install auto-loads six realistic demo orders and a metric row (removable) so the dashboard is populated on first open.