COD Desk documentation

COD Desk checks cash-on-delivery (COD) orders, gets them confirmed and keeps buyers who refused parcels away from cash on delivery. This guide covers setup, the risk score, confirmation, the desk, lists, checkout rules, plans and troubleshooting. Questions: support@kaviolabs.com.

Install and set up

1. Install the app from the Shopify App Store and open it from Apps → COD Desk.
2. COD Desk reads your orders of the last 60 days once. Orders tagged with your RTO tags (default: RTO, Refused, Returned to sender) count as refused parcels; their buyers go on the prepay list. Paid orders count as good history.
3. Add the confirmation block:
   • Settings → Checkout → Customize, open the Thank you page, Add block → Apps → COD Desk: confirm cash on delivery, save.
   • Settings → Customer accounts → Customize, open the Order status page and add the same block.
4. In the app, open Settings and check:
   • Payment methods that count as cash on delivery: the default matches Shopify's "Cash on Delivery (COD)" method. Add the name of your own manual payment method if it differs.
   • Your WhatsApp number (optional) for the Confirm on WhatsApp button.
   • Cost of one refused parcel for the money saved figure.

COD Desk never sends e-mails, SMS or WhatsApp messages. Your Shopify order confirmation e-mail already links to the order status page, where the buyer finds the block.

The risk score

Every new cash-on-delivery order gets a score from 0 to 100. Each signal adds points (you can change them in Settings → Risk score):

Buyers on your allow list always score 0 and are never asked to confirm. Levels: low below Medium risk from (30), medium from 30, high from High risk from (60). The score and its reasons are written into Shopify's risk card on the order page ("COD Desk"), and orders get the tags COD pending, COD review, COD high risk.

Confirmation

Ask buyers to confirm: every COD order (default), risky orders only, or never.

Fulfillment hold (Growth and Pro): while an order waits, its fulfillment is on hold in Shopify (reason "Waiting for the buyer to confirm"), so neither your team nor a fulfillment partner ships it by mistake.

Shopify's cancellation notification goes to the buyer only if you switch it on in Settings.

WhatsApp

With your number in Settings, the buyer block shows Confirm on WhatsApp. It opens WhatsApp on the buyer's phone with a ready message such as "Hello Souk Lane, I confirm my order #5520. Code: 1937". The code is shown on the desk: when the message arrives, press Confirm on that order. Your team can also open WhatsApp from the desk with your own message template (placeholders {name}, {shop}, {order}, {total}, {code}); it opens on their own phone or WhatsApp Web.

The desk

Desk lists the orders that need someone, highest risk first:

• Waiting: waiting for the buyer or for your review.
• Needs review: high-risk and blocked orders.
• Call back: orders with a call back time within the next hour.
• Not confirmed in time: expired orders that were not cancelled.
• Confirmed, parcel outcome open: mark them Delivered, Refused or Returned.

Each card shows the buyer's name, phone, address, items, total and the reasons of the score (read live from Shopify; COD Desk does not store names or addresses). Buttons: Confirm (Approve for orders in review), WhatsApp, Call, No answer, Wrong number, Call back in 2 h, Cancel order. Enter Your name on the desk once per computer: it appears in the order history and in the desk statistics.

The order page in the app (and the COD Desk block on Shopify's order page) shows the full score, the history, the parcel outcome buttons and Block buyer, Always prepay, Trust buyer.

Refused parcels

Mark a parcel as Refused or Returned on the desk, the order page or the COD Desk block in Shopify's order page, or tag the order with one of your RTO tags (your courier app can do this). Then:

• the order is tagged COD refused and the customer gets the tag kv-cod-refuser;
• after this many refused or returned parcels (1) the buyer's phone, e-mail and customer account go on the prepay list (street addresses are never added automatically, so neighbours keep cash on delivery);
• the next order of that buyer scores higher and, on Growth and Pro, cash on delivery is hidden at checkout.

A COD order marked as paid counts as delivered (switch this off in Settings if you mark orders paid early).

Lists

Entry types: phone (matched on the last 9 digits, any format), e-mail (Gmail dots and +tags ignored), postcode (country code first, for example MA 20250), address (EG | 11511 | 12 Tahrir Street), e-mail domain, IP address and customer ID. Domains and IP addresses only change the score. One value is on one of block, prepay and allow at a time.

CSV import and export (Growth and Pro): columns list,type,value,note, for example prepay,phone,+971501234567,Refused twice.

Customer tags work too: customers tagged kv-cod-prepay or kv-cod-refuser never see cash on delivery, kv-cod-blocked are refused, kv-cod-trusted are never limited.

Checkout rules (Growth and Pro)

COD Desk adds two rules to your store:

• COD Desk: cash on delivery rules (Settings → Payments → Customizations) hides cash on delivery for prepay and block list matches, the tags above, carts above Hide cash on delivery above (any buyer) and first orders above Hide cash on delivery above (first order). Optionally it renames the method, for example "Cash on delivery (we confirm by phone)".
• COD Desk: blocked buyers (Settings → Checkout → Checkout rules) refuses checkout for block list matches with your message.

Lists reach checkout as compact, hashed filters in your store (no buyer data is sent to our server during checkout). Very long lists make the filters a little less exact: the Home page warns you when they are almost full. On the Free plan the rules stay switched off.

Shopify Flow (Growth and Pro)

Triggers: High risk COD order received, COD order confirmed, COD order cancelled, COD parcel refused. Each carries the order and the fields Risk score, Risk level, Risk reasons and Confirmed by. Use them to notify your team, add notes, or send messages with an SMS or WhatsApp app you already use.

Analytics

Confirmation rate (by buyers and by your team), orders stopped before shipping, shipping saved (stopped orders × your parcel cost), RTO rate, orders per day, and refused parcels by risk level. Pro adds refused parcels by postcode, city and product and the desk work per team member.

Plans

Paid plans have a 14-day free trial and are billed by Shopify. Prepaid orders never count toward the limit. Over the limit, new COD orders are recorded but not scored until the 1st of the next month (UTC).

Troubleshooting

• Orders are not checked: the payment method name must contain one of the names in Settings. Check the order's payment method in Shopify and add its name.
• The buyer block does not show: add it in the checkout editor (Thank you) and the customer accounts editor (Order status). It shows only for COD orders that wait for a confirmation, and after a confirmation it shows a thank-you.
• Cash on delivery is still shown for a listed buyer: checkout rules need Growth or Pro, and the buyer must match the entry (phone, e-mail, postcode or address used at checkout). Customers with the kv-cod-trusted tag are never limited. Changes reach checkout within a few minutes.
• "Shopify did not accept every change" on an order: for example the order was fulfilled or cancelled in the meantime. The rest of the order is unaffected.

Privacy and uninstall

See the privacy policy. Uninstalling removes the checkout rules and blocks; we delete the access token at once and all data of your store 48 hours later.