COD Order Verification & RoboCall Setup

COD Order Verification & RoboCall Setup

image

What is COD Order verification?

When a COD order is received at a website, the online seller often calls their customers to confirm their orders before dispatching them and adjusting their inventory. The cost of doorstep rejection is so high in Pakistan, that it makes sense to call the customer to verify and confirm the order. We offer our builders automated RoboCalls to confirm the order.

What is a RoboCall?

bSecure offers Builders the option of an automatic bot confirmation call on COD orders. This service mitigates the risk of doorstep refusal minimizing additional logistic charges Builders may have to pay.

Robo Call features:

1. Human voice RoboCall message is generated and the message body is such that it doesn’t sound like a marketing message which people might cancel. 2. Available in both English and Urdu languages 3. When Robo call is not received for any reason, the order is marked pending confirmation 4. When RoboCall is received and a reply is received (1 for accept order or 2 to cancel order), the order is Market Placed or Cancelled respectively. 5. If the customer does not receive ALL four calls, orders can be marked as flagged, confirmed, or canceled depending on what the builder chooses.

How does RoboCall work?

Once the automated call option is enabled, Builders can set rules for COD calls based on business needs. Customers who fall under the criteria for COD calls will receive an automated call where they will be asked to confirm the order by pressing 1 or cancel by pressing 2.

image

Criteria for automated calls can be set based on cart value, similarly to shipping criteria. Specific criteria are set for new customers, returning customers, returning bSecure customers, and post-call attempts.

New Customer: A customer who shops from a website for the first time.

image

Returning Customer: A regular shopper at a website is referred to as a returning customer.

image

Returning bSecure Customer: The bSecure returning customer is an individual who has a bSecure profile but hasn't shipped on the Builder’s website before. He is a new customer for that website but an old/returning bSecure customer. Builder’s can set criteria for such users also.

The timeframe for calls is 9:15am to 8:45pm. Calls go through instantly however in the case of orders outside the designated timeframe calls will be placed the following morning.

What are no calls attended by the customers?

If a customer does not respond to the call 4 re-attempts will be made at an interval of 3 hours. If a response is still not recorded the Builder can set a rule where the order is either confirmed, canceled, or flagged (for a manual change)

image

Why isn’t my order appearing in my bSecure dashboard?

Please contact the help center now.

Can I increase my RoboCall Re-Attempts?

Currently, the maximum allowed attempts are 4.

How do I generate an order report?

You can generate an order report by filtering the data you need and then click "Export".

What are “Flagged orders”?

Flagged orders are orders which are highlighted because of various reasons including high cart value, suspicious customer or possible fraud activity.

bSecure offers Builders to flag an order based on cart value. All orders which are flagged require the Builder’s action. The Builder has to manually confirm or reject the order and the bSecure system always marks its status as flagged.

image

What does “Order Initiated” mean?

When the customer clicks the "Pay with bSecure" button at the checkout page, the order falls under the order initiated status.

What do I do with flagged orders?

The builder has to manually change the order status to either "Confirm" or "Cancel".

How can I set my robocall language?

To set your Robocall language, goto Product Settings in the Menu Tab, click on “settings” and towards the end of the settings page, the Robocall language option will appear in a dropdown.

image

What number is used to generate RoboCall?

Robo Call comes from the number 021-36101140

image