Questions and fixes

Every COD order goes to Needs a call. WhatsApp is not set up, or the COD order confirmation template is not approved yet. The COD confirmations page says which. See Set up the WhatsApp confirmation.

A courier says "This Cash on Delivery order is waiting for the customer to confirm it." The customer has not confirmed the order. Wait for their answer, or call them and choose Confirm order on the order page.

I switched the module off. What happens to held orders? Nothing is held any more: every order can ship. Orders placed while the module was off are never asked.

Can a customer change their mind after confirming? Not on WhatsApp: only the first answer counts. They can contact you, and you can cancel the order as usual.

The customer chose Cancel order but the order is still open. The order could not be cancelled automatically (it moved on in the meantime). It is on the Needs a call list with that reason; check it and cancel it by hand if needed.

Does the reminder cost another message? Yes, it is a second WhatsApp template message. It is off by default.

A customer paid online and also paid the courier. That can't happen through the offer: a paid COD order is booked prepaid with every courier, and a payment that arrives after the order was booked as COD is refunded automatically. If the order note says the automatic refund failed, refund the payment from your payment provider's dashboard.

A failed delivery was not asked about. Ask after a failed delivery is off, the Failed delivery question template is not approved, the customer has no mobile number or replied STOP, or this parcel was already asked about today (or three times). The courier's NDR page still lists it.

COD disappeared from my checkout. A risk rule blocks it for that buyer, address or pincode. The customer sees why under the payment methods. Check Settings → Risk rules.