Template · Call script
Order confirmation script that cuts COD returns
Confirm high-value and COD orders by voice — verify address, expected delivery, and payment readiness. Service-template compliant with disclosure and opt-out.
- COD verify
- Address confirm
- Post-purchase
- Service template
−31%
COD RTO rate in confirmation pilots
71%
Address corrections captured on call
13
Script turns with verification branches
₹9
Typical cost per confirmation call
Problem
Why teams need a structured script
COD orders fail when customers are not home or address is wrong. SMS confirmations get ignored; manual confirmation does not scale during sale peaks.
Today
What goes wrong without a script
- 1Order packs before customer confirms COD intent.
- 2Wrong pincode discovered at delivery — RTO.
- 3SMS confirmation — no response assumed as yes.
- 4Customer surprised by delivery — refuses COD.
- 5No structured logging of confirmation outcomes.
With SvaraCall
How SvaraCall runs this script
- 1Trigger on high-value or COD orders from OMS.
- 2Agent confirms order details, address, and COD amount.
- 3Offer address correction or delivery window preference.
- 4Mark confirmed or flag cancel-before-ship.
- 5Log disposition and sync OMS.
Script advantages on AI voice
Lower RTO
COD intent verified before pick-pack-ship.
Address fixes
Catch pincode errors before courier handoff.
Peak scalability
Thousands of confirmations during sale events.
Service compliance
Transactional template for existing buyer relationship.
Operational outcomes
- COD RTO reduction
- −31%
COD RTO reduction
- Saved per prevented RTO on ₹1,200 AOV
- ₹85
Saved per prevented RTO on ₹1,200 AOV
- Deploy time from template
- 2 days
Deploy time from template
Disposition codes
| Code | Meaning | Next action |
|---|---|---|
| CONF | Order confirmed | Release for fulfillment |
| ADDR | Address corrected | Update OMS; reconfirm SMS |
| CANCEL | Cancel before ship | Hold order; refund if prepaid |
| RESCH | Delivery window change | Update courier preference |
| OPT_OUT | Stop marketing calls | Suppress promo; keep transactional |
Full order confirmation script (Hinglish)
Agent: Namaste, main BrandCo se Ananya bol rahi hoon — aapne abhi ₹2,499 ka COD order place kiya. Yeh call record ho sakti hai. Confirm karne ke liye call kiya hai. Customer: Haan, order sahi hai. Agent: Delivery address — Flat 402, Green Heights, Hyderabad 500032 — sahi hai? Customer: Haan, lekin pincode 500081 hai, 500032 nahi. Agent: Update kar diya — 500081. Kal tak delivery expected hai. COD ₹2,499 ready rakhenge? Customer: Haan, ready hoga. Agent: Agar aap future marketing calls nahi chahte, abhi bol dijiye — hum band kar denge. Customer: Marketing mat karo, order updates theek hain. Agent: Noted. SMS mein updated details bhej di hain. Dhanyavaad.
Deploy in four steps
Step 1
Connect OMS
Webhook on COD or AOV > threshold orders.
Step 2
Set confirm window
Call within 30 minutes of order placement.
Step 3
Cancel-before-ship rule
Unconfirmed COD held 2 hours then auto-cancel.
Step 4
Measure RTO
Compare RTO rate confirmed vs unconfirmed cohorts.
Related resources
Order Confirmation Script FAQs
- TRAI template for order confirmation?
- Service transactional template — existing customer relationship from purchase. Disclosure and opt-out included.
- Can customer cancel on call?
- Yes — CANCEL disposition triggers hold or cancel in OMS before ship.
- Prepaid orders too?
- Optional for address verify on high-AOV prepaid — same script, skip COD branch.
- Product advice on call?
- No — confirm logistics only. Product questions escalate to support.
- Opt-out from marketing?
- Captured on call; transactional order updates may continue per policy.
Cut COD returns with voice confirmation
Run this order confirmation script on COD orders for one sale week and measure RTO delta.
Hear it call.
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