Industry · D2C & e-commerce
Order verification and returns, on the phone.
Confirm COD orders, capture address corrections, run return intake — without making customers wait for a slot.
The problem
COD returns eat into D2C unit economics.
Cash-on-delivery RTO commonly runs 25–40% for Indian D2C brands. Half of that is buyers who didn't really mean to order, gave a bad address, or changed their mind. A short verification call before dispatch — in their language — recovers most of it.
Problem · Solution
The problem today
COD is still 60–70% of Indian D2C, and RTO on it commonly runs 25–40%. Each return is forward shipping + reverse shipping + restocking — for an order that often never wanted to happen. The same buyer who placed a shaky order at 11pm would have happily corrected the address or cancelled when called at noon — but no D2C team has the human bandwidth to call every COD before dispatch. Returns intake has the mirror problem: customers want to talk, your team wants structured data, and form-based returns leak both.
How Vocily AI handles it
Pre-dispatch COD verification
Your OMS triggers a Vocily AI call for every new COD order. The call either clears the order or catches the ones that would have bounced.
Address correction at source
Bad addresses are corrected in-call and written back to your OMS before the order is even handed to the courier.
Returns intake by voice
Customers describe the issue in their own language; Vocily AI captures structured return reason, condition, and pickup preference.
Cart-abandonment recovery
Cart abandoners get a recovery call with personalised context — what they left behind, current offer, and a payment link sent in-call.
OMS / WMS write-back
Every outcome (confirmed / address updated / cancelled / pickup scheduled) writes back through your APIs so ops dashboards stay clean.
How the conversation runs
Conversation, then action.
Trigger
Order placed, address ambiguous, return raised, cart abandoned.
Conversation
Agent confirms or captures, with your APIs in the loop.
Action
Vocily AI writes back to your OMS, CRM, or returns system.
OMS write-backReview
The execution record is the proof of conversation.
Listen in
A typical COD verification call.
Namaste, BlueWear se hoon — aapne kal kurta order kiya tha COD pe, address confirm karna tha.
Haan, kar diya tha.
Address — Flat 4B, Green Park, Delhi 110016 — sahi hai?
Haan, par 4C kar do — galat type ho gaya.
4C ki jagah update kar diya. Delivery 3 din mein. Confirmation SMS aa jayegi.
Captures correction → OMS update
Common questions
What teams ask before they switch.
Two patterns: your OMS fires a webhook on order-created so Vocily AI places the call, and Vocily AI writes outcomes (confirmed / cancelled / address-updated) back via your REST API. The endpoints and field mapping are set up with your team during onboarding.