Separate order receipt from confirmation
A new order records customer intent. Before packing a cash-on-delivery order, the team may need to confirm the address, contact details and items under its agreed order policy.
Keep a visible confirmation status alongside the payment method. COD does not mean payment has already been collected.
Use a consistent review queue
Agree which orders require review and how long they remain pending. Record the outcome of each contact attempt so another team member does not repeat the same call without context.
- Check item availability and address completeness.
- Confirm details through the agreed channel.
- Record changes on the order.
- Release confirmed orders to packing.
Carry changes into fulfilment
An address correction in a call note is not enough if the shipping record still has the old address. Confirm that the people packing and dispatching can see the agreed information.
Close the order loop
Track shipment, delivery and return outcomes separately. Review the reasons for returned orders using your own records before changing confirmation rules. Melorite Commerce and approved AI Calling flows can be discussed around these handoffs.
