Why do COD parcels come back?
Before fixing returns, find where they come from. Typical reasons:
- The order was never real: junk, pranks, repeat orders.
- The buyer can’t be reached on delivery day.
- The price at the door was a surprise, usually the delivery fee.
- The buyer changed their mind because delivery took too long.
- The product didn’t match the page.
Ask your courier for the refusal reason on every returned parcel and note it next to the order. After a few weeks, one or two reasons usually stand out.
What should you fix before the order?
- Show the full price. Add delivery prices per wilaya to the total before the buyer confirms, so the amount at the door is the amount they agreed to.
- Describe the product honestly. Real sizes, real photos, what’s in the box.
- Filter junk at the form. Spam protection blocks repeat orders, known numbers and IPs before an order is created. See How to reduce fake COD orders.
What should you do at confirmation?
Call every order before shipping:
- Confirm the name, wilaya and address.
- Repeat the product, quantity and total, delivery included.
- Ask when they’ll be available to receive it.
- Ship only confirmed orders.
A buyer who has heard the price twice and chosen a delivery day is much less likely to be surprised at the door.
What should you do after shipping?
- Ship fast. The longer the wait, the more time to change one’s mind.
- Choose the right delivery option. If your courier offers stop desk, buyers who pick it come to collect the parcel themselves.
- Keep the buyer reachable. A correct phone number and an address the courier can find matter as much as the product.
How do you measure it?
Track delivery rate (delivered and paid ÷ shipped) every week, split by:
- Product: some products come back more than others. Fix the page or drop the product.
- Ad: traffic from some ads confirms less and refuses more.
- Wilaya: some areas are slower to deliver, or cost more to return.
Bigger orders change the maths too: quantity offers raise order value, but a refused 3-unit order costs more than a refused single. Price your tiers with returns in mind.