A COD confirmation call needs four things: who is calling, which order, how much to pay on delivery, and what to press. Below are the exact default scripts Edesy uses for COD confirmation calls in Hindi and English, line by line, with what each line is for and how to edit it safely.
Make your own version: the free COD confirmation script generator fills in your store name and order details and gives you a script in the same structure.
How the call is structured
Every confirmation call follows the same shape:
- Greeting: store name, order number and COD amount.
- The question: press 1 to confirm, press 2 to cancel.
- The outcome line: a short reply for whatever the customer did.
There are five outcome lines, because the call has to handle every possibility: confirmed, cancelled, no key pressed, and two cases where the customer answered but your store didn't accept the update straight away. In those two cases the update is retried in the background, so the line reassures rather than apologises.
The parts in curly braces are filled in automatically for each order: {{var.customer_name}},
{{var.store_name}}, {{var.order_name}} (the order number) and the COD amount.
Hindi script (default)
Greeting
नमस्ते {{var.customer_name}} जी, {{var.store_name}} से आपका ऑर्डर {{var.order_name}}, कुल राशि {{var.cod_amount_hindi}}, कैश ऑन डिलीवरी पर है।
The question
ऑर्डर कन्फ़र्म करने के लिए एक दबाइए। कैंसल करने के लिए दो दबाइए।
Outcome lines
| When | Line |
|---|---|
| Pressed 1 (confirmed) | धन्यवाद! आपका ऑर्डर कन्फ़र्म हो गया है। |
| Pressed 1, store update pending | धन्यवाद! हम जल्द ही आपका ऑर्डर अपडेट कर देंगे। |
| Pressed 2 (cancelled) | आपका ऑर्डर कैंसल कर दिया गया है। धन्यवाद। |
| Pressed 2, store update pending | धन्यवाद! हम जल्द ही आपका ऑर्डर कैंसल कर देंगे। |
| No key pressed | हमें आपका जवाब नहीं मिला। हम आपको दोबारा कॉल करेंगे। धन्यवाद। |
Two details in the Hindi script are deliberate:
- The amount is spoken in Hindi words (
cod_amount_hindi), not digits. Text-to-speech can misread digits inside a Devanagari sentence, so an amount like ₹1,250 is passed as words. - Everyday English words stay in English, written in Devanagari: ऑर्डर, कन्फ़र्म, कैंसल, कैश ऑन डिलीवरी. That is how most customers say them, and a formal Hindi word for "confirm" would be harder to recognise on a call.
More on Hindi calls, voices and examples: COD confirmation calls in Hindi.
English script (default)
Greeting
Hello {{var.customer_name}}, this is {{var.store_name}} calling about your order {{var.order_name}} of ₹{{var.cod_amount}}, cash on delivery.
The question
To confirm your order, press 1. To cancel it, press 2.
Outcome lines
| When | Line |
|---|---|
| Pressed 1 (confirmed) | Thank you! Your order is confirmed. |
| Pressed 1, store update pending | Thank you. We'll update your order shortly. |
| Pressed 2 (cancelled) | Your order has been cancelled. Thank you. |
| Pressed 2, store update pending | Thank you. We'll cancel your order shortly. |
| No key pressed | We didn't receive a response. We'll call you again later. Goodbye. |
Why the scripts are written this way
Store name first. People decide in the first seconds whether a call is spam. A store name they recognise from their order is the strongest signal that it isn't.
Order number and amount in the greeting. They prove the call is about a real order and remind the customer exactly what they agreed to pay. If the amount surprises them, they cancel now rather than at the door.
Action before key. "To confirm your order, press 1" works better than "Press 1 to confirm", because the customer listens for the action they want and then hears the key.
Only two options. Every extra option (talk to an agent, change address, hear again) makes the call longer and the result less clear. Keep the yes-or-no call simple.
Short outcome lines. After a keypress the customer wants to hang up. Say what happened and end.
The no-answer line promises a retry because there is one: by default the customer gets up to three attempts. Don't promise a callback your rules won't make.
Editing the script without breaking it
Every line can be changed. A few rules keep the call working:
- Keep the variables. Removing
{{var.order_name}}or the amount makes the call vaguer. If you add text, keep the variables in place. - The question must say press 1 to confirm and press 2 to cancel. Those are the keys the call listens for.
- Keep the Hindi amount in words. Don't swap
cod_amount_hindifor the numeric amount in the Hindi script. - Read it aloud and time it. If the greeting plus question takes much longer than the defaults, cut words.
- Listen to a test call before you turn it on for all orders. Brand names are where text-to-speech most often slips; spell yours the way it should sound if needed.
- One language per call. Choose Hindi or English for each automation rather than mixing both in one script.
Example edits (illustrative)
Adding a brand tagline to the English greeting:
Hello {{var.customer_name}}, this is {{var.store_name}}, handmade cotton wear, calling about your order {{var.order_name}} of ₹{{var.cod_amount}}, cash on delivery.
Making the Hindi confirmed line mention dispatch:
धन्यवाद! आपका ऑर्डर कन्फ़र्म हो गया है। हम जल्द ही इसे भेज देंगे।
Only promise dispatch timing if your warehouse can keep it.
Testing the script before going live
Before you switch the script on for every COD order, run a short test:
- Place a test COD order to your own phone and let the call come through.
- Listen as a customer would. Is the store name clear? Is the order number read in a way you'd recognise? Is the amount exactly what you'd pay at the door?
- Press 1 on one test order and 2 on another, and check that your store shows the confirmed tag or note and the cancellation.
- Don't press anything on a third and check the no-input line and the tag that follows.
- Ask someone outside the team to listen, ideally someone who matches your typical buyer. They will notice wording you've stopped hearing.
Watch for long order numbers. If yours are long strings of digits, consider whether customers will recognise them when read aloud, or whether a shorter order name works better.
After launch, check the first week's outcomes. A high share of "no key pressed" results usually means the question is unclear or comes too late in the call.
What happens after the keypress
The answer is written back to your store: a tag such as COD-CONFIRMED, a note, a status change or a cancellation, depending on your platform and rules. If the customer doesn't press anything, the order is tagged with your no-input label. If nobody answers at all, the call is retried inside your calling hours. The full sequence is in how COD confirmation calls work.
Get your version ready
Generate a script with your store name in the COD confirmation script generator, then see how amounts are spoken and how Hindi calls are set up on the Hindi COD confirmation page.