Cash on delivery remains common in UAE ecommerce because it feels safe to new customers, but it carries costs that small shops often underestimate: refused parcels, cash handling and slower payment. Payment links solve most of these problems, as long as you introduce them gently.
This article weighs COD against pay by link, shows how to move regular buyers to paying ahead, and explains how to confirm COD orders by WhatsApp. It is part of our guide to selling on WhatsApp in the UAE.
Why COD stays popular
Customers choose cash on delivery for understandable reasons:
- Trust. A first order from an unknown shop feels less risky if nothing is paid until the parcel arrives.
- Checking the item. Some customers want to see the product before paying.
- No card to hand. Some buyers prefer not to use a card online, or are ordering for someone else.
- Habit. If COD was offered last time, customers expect it again.
For a new business, removing COD overnight can cut orders. The better approach is to keep it available while making paying ahead easier and more attractive.
Costs and risks of COD
COD looks like it costs nothing to offer, but the costs show up elsewhere:
| Cost or risk | What happens |
|---|---|
| Refused or failed deliveries | The customer is not home, changes their mind or does not answer. You pay for the trip and the return. |
| Stock tied up | Items sit in a van or warehouse while the delivery is retried. |
| Cash handling | Drivers carry cash, change must be available and amounts must be reconciled. |
| Slower cash flow | Courier companies may settle COD collections days later. |
| Fresh or custom goods | A refused cake or a personalised item usually cannot be resold. |
Track your own figures: how many COD orders were refused or returned last month, and what each one cost in delivery and wasted stock. Your own numbers are more useful than any industry average.
Moving customers to pay by link
A payment link is a secure checkout page for one specific order, sent in the chat. The customer pays by card, and the order updates automatically. The Help Centre explains how baskets, checkout and payment links work, and our article on WhatsApp payment links goes into more detail.
Ways to encourage prepayment without pressure:
- Make it the default option in chat. Offer the payment link first, and COD as an alternative where you offer it.
- Explain the benefit. Faster handover at the door, no need for exact change.
- Prepay for custom orders. Ask for payment, or a deposit, before you bake, print or order stock.
- Use COD for first orders, links for repeats. Once a customer has received a good order, they are more comfortable paying ahead.
“Your order is ready to confirm. You can pay now by card using this secure link, so the delivery is quick at the door. If you prefer cash on delivery, just reply ‘cash’.”
Confirming COD orders by WhatsApp
A short confirmation before dispatch catches most problems early: wrong address, wrong day or a customer who changed their mind.
- When the order is placed, send a summary with the total due in cash and the delivery window.
- Ask the customer to reply to confirm.
- If there is no reply, send one reminder. The default timings for follow-ups are 2 hours, 24 hours and 48 hours, and you can change them.
- Dispatch confirmed orders first. Call customers who do not reply before sending fresh or custom goods.
“Hello Omar, please confirm your order #3107: 2 x gift boxes, cash on delivery, delivery tomorrow between 2 pm and 6 pm to Al Khan, Sharjah. Reply YES to confirm or tell us what to change.”
Choosing your mix
There is no single right answer. A sensible mix for many small UAE shops looks like this:
- Standard items, new customers: payment link offered first, COD available.
- Standard items, returning customers: payment link by default.
- Custom, fresh or high-value items: payment or a deposit before preparation.
- Areas with many refused deliveries: consider limiting COD there.
Review the mix every few months against your refusal rate and customer feedback.
How Dub Ai helps
Dub Ai builds the basket in the WhatsApp chat and sends a working payment link for each order, or records cash on delivery where you offer it. Orders are created in your WooCommerce store either way. For unpaid orders, polite reminders can go out with the payment link and stop once payment is confirmed, and you can ask at any time which orders are still waiting.
Frequently asked questions
Should I stop offering COD?
Not necessarily. For many UAE shops, COD helps win first orders from customers who do not know you yet. A balanced approach keeps COD available, offers the payment link first and asks for payment or a deposit on custom, fresh or high-value items. Track your refusal rate and adjust the rules if COD becomes costly.
How do I confirm COD orders?
Send a WhatsApp message after the order is placed with the items, the total to pay in cash and the delivery window, and ask the customer to reply to confirm. Send one reminder if there is no reply, then call before dispatching anything that cannot be resold. Confirmed orders go out first.