Short answer: keep cash on delivery, but confirm each order before you ship it, set clear rules for new customers, price the cost of failed deliveries into your fees, and track returns by customer.
Why cash on delivery causes losses
When a customer does not accept the parcel, you pay for shipping twice and often lose the product’s value for a while. The risk is highest on first orders and on low-value orders where the customer has no reason to wait at home.
1. Confirm every order before dispatch
Call or message the customer to confirm the address, the phone number, and the order. A short confirmation catches typos, wrong addresses, and customers who ordered by mistake. Keep a simple script so the same questions are asked every time.
2. Set rules for new customers
Many stores ask first-time buyers to confirm more carefully, or limit their order value until they have completed a few deliveries. Customers who have received an order before are less likely to refuse it. These rules are a business choice, so write them down and apply them to every order.
3. Price the risk into your fees
Your carrier may charge a cash-on-delivery fee. Your platform may add its own. Ask each carrier for its fee and its return charges in writing, then decide whether to pass part of that cost to the customer, or to offer a small discount for prepayment. Do not set a fee until you know the real cost.
4. Offer prepayment as an option, not a requirement
A discount or a faster delivery for customers who pay online gives them a reason to choose prepayment, while keeping cash on delivery available for those who need it. Show both options clearly on the product page and at checkout.
5. Track failed deliveries by customer
Record each refused or returned order against the customer’s phone number. Patterns show up quickly: repeat refusals from the same person, or the same area with many failed deliveries. Use the record to set the rules in step 2, and tell your carrier which areas cause the most returns.
6. Make delivery easy to accept
Send a message on the day of delivery with a time window, and give the customer a way to change the address or the time. Clear packaging and the store’s name on the parcel help the customer recognise the delivery and accept it.
Frequently asked questions
Should I remove cash on delivery? Removing it often costs sales in Egypt. Most stores keep it and manage the risk with the steps above.
Does confirming orders slow sales? A short confirmation takes minutes per order and is usually worth it, especially on first orders.
Which gateways and carriers support cash on delivery? This depends on your platform and your carrier contracts. Check them directly before you launch.
