In Algeria, cash on delivery is still the first choice of most online shoppers. It reassures them: they see the product before paying. But it has a downside every seller knows. A refused parcel means outbound fees, return fees, stock tied up and sometimes a damaged product.
The good news is that many returns can be prevented long before the courier arrives. Here are seven practical levers, tested in the field.
1. Confirm every order by phone
This is the most powerful lever. A short call lets you check the address, size, colour and, above all, the intention to buy. For example, a customer who ordered by mistake will say so on the phone rather than refuse the parcel.
To make it work, you need some organisation: a queue of orders to call, clear statuses (confirmed, unreachable, cancelled) and ideally a dedicated person. Our platform even includes a confirmer role with commission tracking.
2. Shorten the time between order and delivery
The longer the wait, the more likely the customer changes their mind. Maybe they found it cheaper elsewhere, or simply no longer have the budget. So ship within 24 hours of confirmation and choose a reliable carrier in your main wilayas.
3. Show delivery fees on the product page
A customer who discovers fees at the door feels trapped. On the other hand, fees displayed clearly, per wilaya and per delivery mode (home or desk), remove that bad surprise.
4. Take care of photos and descriptions
A product that does not look like its photo will be refused. So show the real product from several angles, with dimensions and material. Then state exactly what is in the box. That honesty reduces refusals and negative reviews.
5. Keep the customer informed
An SMS or WhatsApp message when the parcel leaves, then another the day before delivery, reminds the customer to have the money ready. As a result, fewer people are absent and fewer say they do not have the cash on them.
6. Spot risky orders
Some signals should alert you: an invalid number, an incomplete address, several identical orders, a history of refusals. In practice, these orders deserve a second call or a deposit before shipping.
- An incomplete phone number, or one that refused a parcel before.
- An order placed late at night with unusual quantities.
- A vague address with no municipality or landmark.
7. Measure to improve
Finally, track your delivery rate per product, per wilaya and per traffic source. An ad that brings many orders but few deliveries is actually very expensive. That is why you should connect your ad pixels to real sales, as explained in our guide to Facebook and TikTok pixels.
Building an effective confirmation team
Once orders go beyond a few dozen a day, confirmation becomes a real job. First, write a short call script: greeting, product reminder, address check, delivery time and amount. Next, set simple rules for unreachable customers, for instance three attempts at different times before cancelling.
Finally, motivate the team with a commission per order actually delivered, not just confirmed. That way, everyone has a reason to check each customer seriously. This small difference often moves your delivery rate within a few weeks.
Cash on delivery is an asset when you control it
Handled well, cash on delivery is not a problem but a selling point. It builds trust with new customers and lets you sell where card payments are still rare. The key is organisation: confirm, inform, measure.
Want a store built around this way of selling? Discover our e-commerce service or, if you handle parcels yourself, the DZ Express platform. For the definition and history of this payment method, the Cash on delivery page on Wikipedia is a useful read.