Copy-paste messages and a checklist for Indian sellers who take orders on WhatsApp. English and Hinglish. Free, no sign-up needed to read it.
Most small brands in India sell the same way: a buyer sees a Reel, taps WhatsApp, asks three questions, and maybe orders. The questions repeat, COD orders come back unopened, and the festive rush makes every mistake bigger.
This kit is the set of messages and checks we would want on day one. It works with any WhatsApp number, any courier and any store. Copy it, change the brand name, use it today.
Why COD confirmation matters this season: GoKwik's analysis of 18 crore festive orders (22 Sep to 5 Nov 2025) found COD was about half of festive orders on its network, and COD orders made up nearly nine in every ten rupees of shipment value that returned undelivered (source 1).
- COD confirmation script (4 messages, with when to send each)
- 10 WhatsApp replies that close sales
- Festive shipping checklist (14 items)
Part 1: COD confirmation script
What it is: four messages you send after a buyer places a cash-on-delivery order, so only buyers who mean it get shipped. Replace the words in {curly brackets}. Send from the same number the buyer ordered on.
Tip: give the buyer two easy answers (YES / NO, or 1 / 2). Short replies are easier than typing a sentence.
Message 1: First confirmation
When: soon after the order comes in, while the buyer still remembers ordering.
Hi {name}, thanks for your order with {brand}. Order {order_id}: {items} Amount to pay on delivery: ₹{amount} Delivery to: {address}, {pincode} Reply YES to confirm and we will pack it {today / tomorrow}. Reply NO if you want to cancel.
Hi {name}, {brand} se order karne ke liye thank you. Order {order_id}: {items} Delivery pe pay karna hai: ₹{amount} Address: {address}, {pincode} Confirm karne ke liye YES likhiye, hum {aaj / kal} pack kar denge. Cancel karna ho toh NO likhiye.
Message 2: Reminder (no reply yet)
When: a few hours after Message 1 if there is no reply, and before your courier pickup cut-off for the day. Send one reminder only.
Hi {name}, just checking on your {brand} order {order_id} (₹{amount}, cash on delivery). We hold it until you confirm. Reply YES to ship it, or NO to cancel.
Hi {name}, aapka {brand} order {order_id} (₹{amount}, COD) confirm hona baaki hai. Confirm hone tak hum ise rok ke rakhenge. Ship karne ke liye YES, cancel ke liye NO likhiye.
Message 3: Cancel message (still no reply)
When: if there is still no reply by the time you set (for example, before the next day's pickup). Cancel before the parcel is handed to the courier, not after. Keep the door open.
Hi {name}, we did not hear back, so we have cancelled COD order {order_id} and not shipped it. If you still want it, reply ORDER and we will set it up again. You can also pay by UPI and we ship it on the next pickup.
Hi {name}, aapka reply nahi aaya, isliye COD order {order_id} cancel kar diya hai, ship nahi hua. Abhi bhi chahiye toh ORDER likhiye, hum dobara bana denge. UPI se pay karenge toh agle pickup mein ship kar denge.
Message 4: Address check
When: before you confirm, if the address has no house number, no landmark, a pincode that does not match the city, or a phone number that differs from the WhatsApp number.
Hi {name}, before we ship order {order_id}, can you check the address? {address}, {pincode} Please add your house or flat number and a nearby landmark so the courier finds you on the first try.
Hi {name}, order {order_id} ship karne se pehle address ek baar check kar lijiye: {address}, {pincode} House/flat number aur paas ka koi landmark bhej dijiye, taaki courier pehli baar mein pahunch jaaye.
After the YES (optional thank-you)
English: Confirmed, thank you {name}. We will send your tracking link here once it ships.
Hinglish: Confirm ho gaya, thank you {name}. Ship hote hi tracking link yahin bhej denge.
Why the four steps matter: Shipway's ShipNotes FY25 analysis, cited by Amazon Shipping, reports about 26% RTO on COD/non-prepaid orders overall, with under 2% for prepaid orders (source 2). A COD order that was never confirmed is the easiest one to lose.
Part 2: 10 WhatsApp replies that close sales
How to use: answer the question first, in one or two lines, then ask one small question that moves the buyer to the next step. Reply in the language the buyer wrote in. Replace {curly brackets}.
1. "Price kam hoga?" / "Any discount?"
This is our best price for {product}, it already includes {what they get, e.g. free shipping / gift box}. If you order {2 or more / above ₹X}, I can add {offer}. Want me to make that order?
{product} ka yeh best price hai, isme {free shipping / gift box} already hai. {2 ya zyada / ₹X se upar} order karenge toh {offer} de sakte hain. Order bana doon?
Why it works: you hold the price, give a reason, and offer value tied to a bigger order instead of a straight cut.
2. "COD hai?" / "Is cash on delivery available?"
Yes, COD is available to {pincode / your area}. We confirm every COD order here on WhatsApp before we ship. UPI is also there if you want it shipped faster. Which one works for you?
Haan, {pincode} pe COD available hai. Har COD order hum yahin WhatsApp pe confirm karke ship karte hain. UPI se karenge toh jaldi ship hoga. Aapke liye kya theek rahega?
Note: only say "faster" if you really pack prepaid orders first.
3. "Size kaunsa lu?" / "Which size should I take?"
Happy to help. What size do you usually wear in {brand they know / jeans / kurta}, and do you like a fitted or loose fit? Our {product} runs {true to size / slightly small}.
Bilkul. Aap usually {jeans / kurta} mein kaunsa size pehente hain, aur fitting tight pasand hai ya loose? Hamara {product} {true to size / thoda chhota} aata hai.
Why it works: two quick questions, then a clear size. Wrong sizes are a common reason for returns.
4. "Delivery kab tak?" / "When will it reach?"
For {pincode}, it usually reaches in {X to Y} days after dispatch. Order today and we pack it {today / tomorrow}. You will get the tracking link here.
{pincode} pe dispatch ke baad usually {X se Y} din lagte hain. Aaj order karenge toh {aaj / kal} pack ho jayega. Tracking link yahin milega.
Note: give the range your courier actually delivers in, never a promise you cannot keep. In the festive rush, add a day or two.
5. "Original hai?" / "Is this genuine?"
Yes, it is our own product, {made by us in {city} / sourced from {source}}. Here is a real photo and a short video from our stock. {Add: bill / brand tag / seal on every order}.
Haan, yeh hamara apna product hai, {humne {city} mein banaya / {source} se aata hai}. Yeh hamare stock ki real photo aur video hai. Har order ke saath {bill / tag / seal} aata hai.
Tip: keep 2 or 3 real, unedited photos and one 10-second video ready to send for each best seller.
6. "Return / exchange hai?" / "Can I return it?"
Yes, {exchange within X days for size issues / return if damaged}. Just message us here with a photo and we sort it. Want me to share the size chart first so you get it right the first time?
Haan, {size issue ho toh X din mein exchange / damaged ho toh return}. Bas yahin photo bhej dijiye, hum sort kar denge. Pehle size chart bhej doon taaki pehli baar mein sahi aaye?
7. "Real mein aisa dikhta hai?" / "Does it look like the photo?"
Good question. Here is an unedited photo in daylight, and one on a person. The colour is {slightly darker / same} as the catalogue.
Achha sawaal. Yeh bina filter ki daylight photo hai, aur ek pehen ke. Colour catalogue se {thoda dark / same} hai.
8. "Abhi nahi, baad mein batata hu" / "Will let you know"
Sure, no rush. Shall I keep {product} in {size/colour} aside for you till {tomorrow evening}? Stock is moving in the festive season.
Koi baat nahi. {product} {size/colour} mein kal shaam tak aapke liye rakh doon? Festive season mein stock jaldi khatam hota hai.
Note: only say stock is moving if it is true.
9. "Kaise order karu?" / "How do I order?"
Easy. Send me your name, full address with pincode, and size/colour. I will send the total and a UPI link, or confirm COD. Takes two minutes.
Simple hai. Naam, pincode ke saath pura address, aur size/colour bhej dijiye. Main total aur UPI link bhej dunga, ya COD confirm kar dunga.
10. "Gift ke liye hai, packing hogi?" / "Can you gift wrap?"
Yes, we can {gift wrap / add a note} for ₹{X / free}. Tell me the message you want on the card, and if it should reach by a date, so I can tell you if we can make it.
Haan, {gift wrap / note} ₹{X / free} mein ho jayega. Card pe kya likhna hai bata dijiye, aur kis date tak pahunchna chahiye, taaki main bata sakun ho payega ya nahi.
Three habits that help every reply:
- Answer within your working hours, and set an away message for the rest ("We reply from 10 am. Your message is saved.").
- Send a photo or a short video instead of a long paragraph.
- End with one easy question ("Order bana doon?"), not three.
Part 3: Festive shipping checklist (Diwali and wedding season)
Print it, tick it, stick it near your packing table.
FAQ
How do I confirm a COD order on WhatsApp?
Send a first confirmation soon after the order comes in, with the order, the amount to pay on delivery and the delivery address, and ask the buyer to reply YES to confirm or NO to cancel. If there is no reply, send one reminder before your courier pickup cut-off for the day. If there is still no reply, cancel before the parcel is handed to the courier, not after, and keep the door open. Before you confirm, check the address if it has no house number, no landmark or a pincode that does not match the city.
What should I reply when a buyer asks for a discount on WhatsApp?
Hold the price, give a reason, and offer value tied to a bigger order instead of a straight cut. For example: This is our best price for {product}, it already includes {what they get, e.g. free shipping / gift box}. If you order {2 or more / above ₹X}, I can add {offer}. Want me to make that order?
What should sellers check before Diwali shipping?
Ask your courier or shipping aggregator for this season's pickup cut-off time and the last safe dispatch date for your top 5 states. Put your own last order date for delivery before the festival on your WhatsApp status, Instagram bio and catalogue, a few days earlier than the courier's. Count stock of your top 10 products, stock up on boxes, tape, bubble wrap and labels for double your usual daily orders, and decide your festive return and exchange rule. On every order, confirm COD on WhatsApp before packing, check the address, and check the pincode is serviceable for COD with your courier.
How Behaf does this for you
Everything above works by hand. Behaf is building a way to run it inside WhatsApp for you, for Indian D2C brands.
- An AI sales agent answers your buyers day or night in English, Hindi, Hinglish and Tamil, recommends a size, shade or product, and hands the chat to your team when it is not sure.
- Every COD order is confirmed with the buyer on WhatsApp before dispatch. Unconfirmed COD auto-cancels before pickup.
- Shipping runs through Shiprocket: the pickup is booked automatically and the buyer gets tracking in the chat.
- Buyers pay through PayU by UPI or card. You can let the agent offer a discount you set, only after a buyer objects to the price.
- Your store runs on Behaf's verified WhatsApp number, so there is no WhatsApp Business API application and no developer work.
- ₹0 setup, no monthly fee. 5% + ₹5 + 18% GST per shipped order, locked for life for the first 100 brands (the Founding 100). Payouts after delivery.
We open in a few weeks. Join the launch list for early access and a set-up call.
Want to see it first? Chat with a demo store. It runs in test mode, so you can place an order and nothing ships.
Sources
- GoKwik leverages its festive data to rank revenue opportunities for D2C brands (CXOtoday, 15 Oct 2026)
- What is RTO (Amazon Shipping, 12 Jun 2026, citing Shipway ShipNotes FY25)