Risk rules: block or call
Some buyers and some areas return COD parcels far more often than others. Risk rules stop offering Cash on Delivery to them at checkout, or put their orders on the Needs a call list. Every rule is off until you set it.
| Rule | What it looks at |
|---|---|
| No COD after this many returns / Call after this many returns | A phone number or email with at least this many returned (RTO) orders in the last year. |
| Pincodes without COD / Pincodes to call | Pincodes you list, one per line or separated by commas. Spaces inside a code are ignored, so postcodes like "SW1A 1AA" work. |
| Pincode return rate (%) | A pincode where at least this share of finished shipments in the last 180 days came back. It counts only once the pincode has Shipments needed for a rate. For a high-return pincode chooses call or block. |
| Incomplete addresses | No house or flat number, no landmark or locality, or a very short address. |
Block: checkout doesn't offer COD
The customer sees the other payment methods and a short reason under them, for example "Cash on Delivery isn't available for this pincode. Please pay online." The reason never mentions another order or your rules. For an incomplete address it asks the customer to add a house number and a landmark, after which COD comes back.
If a COD order arrives anyway (an old checkout tab), it goes to the call list and never ships without a call.
Call: the order goes on the call list
The order skips the WhatsApp confirmation and goes to Needs a call, held from couriers, with the reason (for example "This phone number or email has 3 returned (RTO) orders in the last year."). Call the customer, then Confirm order or Cancel order.
Set the rules in Sales → COD confirmations → Settings → Risk rules.