In Morocco, as across much of the continent, most online orders are settled on delivery. The merchant therefore fronts everything: the picking, the transport, and sometimes the return. Every refused parcel is a straight loss. The good news is that most refusals are set up long before shipping.
Key point
- Why a buyer refuses a parcel
- What can be settled before shipping
- A well-qualified order, in practice
- The confirmation message
Why a buyer refuses a parcel
- They expected something else: a different colour, material or size from what they understood.
- They ordered on impulse and changed their mind while waiting.
- The courier calls at an impossible hour, or does not call at all.
- The amount announced is not the amount asked for at the door, often because of delivery charges.
- The delivery took longer than promised, with no news in between.
- The phone number or the address is incomplete, and nobody calls back.
- The order was a duplicate, placed twice for want of a visible confirmation.
What can be settled before shipping
Five of those seven causes are dealt with during the conversation, not at delivery. A buyer who got a clear answer on material, size, total amount and delivery area refuses their parcel far less often.
That is why the quality of pre-purchase answers counts as much as logistics: every question left unanswered becomes a doubt, and doubt turns into a refusal at the door.
A well-qualified order, in practice
| What to collect | Why |
|---|---|
| Full name | The courier has to be able to ask for the right person |
| A reachable phone number | A call before the round avoids most absences |
| City and neighbourhood | Lets you check the area is served before shipping |
| Product, variant and quantity | Avoids the parcel refused over a size or colour error |
| Total amount announced | The price asked at the door must be the one announced |
| Preferred slot or time | Cuts wasted delivery attempts |
The confirmation message
A confirmation message sent shortly after the order, recapping the product, the total amount and the city, costs a few seconds and catches duplicates, address errors and changes of mind before the parcel leaves. It is the most profitable action in the whole chain.
What automation can do, and what it will not do
An assistant can answer questions at any hour, check that the product is still in the catalogue, collect the name, phone number and city, then hand over a clean order. It can neither take payment for the merchant, nor follow the courier, nor replace a confirmation call when the amount is large.
The aim is not to remove cash on delivery, which remains what your buyers prefer, but to make sure the parcel goes to someone who knows exactly what they ordered, and how much they will have to pay.
Where Cosensible fits in
Conseilor
is the sales assistant for online shops: it answers your buyers from your real catalogue, in English, French and Darija alike, fills the basket and hands you the order. It cannot invent a price. Fourteen-day trial, no credit card.
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