01
Confirm the destination before promising coverage
Ask for the city and the complete delivery address through the approved order form. A city name alone may not identify the exact destination. If the customer names a nearby area or an unfamiliar locality, ask the team to confirm service for that address instead of assuming it shares another city’s conditions.
Do not publish a nationwide coverage count or a list of supported cities unless it is current and verified. A competitor’s coverage list is not evidence of COD Club coverage. Keep the customer’s personal address out of public comments, campaign screenshots and educational examples.
02
Separate confirmation, dispatch and arrival
A confirmed order means the order has reached the confirmation stage; it does not mean the parcel has arrived. Dispatch information such as a courier and tracking reference gives shipment context when recorded. The delivered status represents a later outcome.
When asked “will it arrive tomorrow?”, first read the current order state and request an order-specific estimate if needed. If no estimate has been confirmed, say so clearly. Do not replace missing information with a deadline that sounds attractive or turn a typical experience into a guaranteed arrival.
03
Clarify amounts without duplicating charges
Before submission, explain the amount shown in the customer’s offer and clarify any delivery condition with the team. Review quantity and the order total together. Do not add an unverified city surcharge or assume every product screenshot already includes the same charges.
A seller planning estimate and the customer’s confirmed payable amount serve different purposes. Keep them separate when answering questions. If the customer disputes the amount, pause the clarification and refer to the approved offer rather than improvising a discount or a different fee schedule.
04
Use a factual customer update
An update can follow this structure: “Your order reference is [reference]. The recorded status is [status]. I have asked the team to check [specific question]. I will share the confirmed information when available.” Fill the placeholders only from the actual record and the request you made.
Share the customer’s tracking link privately with that customer. Do not say a courier was contacted or an address corrected unless that action has actually happened. If the customer requests cancellation or an address change, send it through the support workflow; a message alone does not change the official order.
05
Escalate an unclear journey with useful context
Provide support with the order reference, current status, last visible update and the customer’s question. Distinguish “customer reports no delivery” from “order is recorded as returned”; these are different observations. Ask for the specific review you need without posting unnecessary personal information.
Continue in one support thread rather than opening repeated requests for the same issue. Once a verified update is available, relay that update without expanding it into a guarantee. Review recurring address or expectation problems before running a larger campaign.