# COD Order Calls

> How Edesy COD Order Calls works - your store sends a signed webhook for each new order, we call the cash-on-delivery customer in Hindi or English, and press 1 or 2 confirms or cancels the order on your store.

Source: https://edesy.in/docs/order-calls

COD Order Calls phones every new cash-on-delivery customer automatically. Your store sends Edesy a signed webhook when an order is placed. We wait a few minutes, call the customer in Hindi or English, read out the order number and amount, and ask them to press 1 to confirm or 2 to cancel. The answer is written back to your store.

> **Ready to start?** Sign in at [orders.edesy.in](https://orders.edesy.in) and follow the [setup checklist](https://edesy.in/docs/order-calls/getting-started/checklist).

## How it works

1. **Your store sends a webhook** to your unique URL (`/v1/hooks/<token>`) when an order is created, signed with your webhook signing secret. See [Webhook and Signing Secret](https://edesy.in/docs/order-calls/connect-your-store/webhook-and-signing-secret).
2. **A call rule decides** whether the order gets a call: by default, cash-on-delivery orders that are not already confirmed. See [Conditions](https://edesy.in/docs/order-calls/call-rules/conditions).
3. **We wait and call.** After the delay you set (2 minutes by default) and inside your calling window (09:00 to 21:00 IST by default), we call the customer from your number. See [Timing and Retries](https://edesy.in/docs/order-calls/call-rules/timing-and-retries).
4. **The customer presses a key.** Press 1 confirms, press 2 cancels. The customer's name, your store name, the order number and the amount are filled in; in Hindi the amount is spoken in words. See [Hindi and English Scripts](https://edesy.in/docs/order-calls/scripts/hindi-and-english-scripts).
5. **The answer goes back to your store** as a REST call to your action URL, and the order settles with an outcome such as `confirmed`, `cancelled` or `unreachable`. See [Outcomes Reference](https://edesy.in/docs/order-calls/orders/outcomes-reference).
6. **Unanswered calls are retried** with the gaps you set, then the order settles and your [outcome actions](https://edesy.in/docs/order-calls/call-rules/outcome-actions) run.

## Facts

| | |
|---|---|
| Portal | [orders.edesy.in](https://orders.edesy.in), one Edesy login |
| Works with | Any store that can send a webhook and accept a REST call |
| Webhook signing | HMAC-SHA256 over `timestamp.body`, 5-minute tolerance |
| Trigger | `order.created`; `order.cancelled` and `order.paid` stop pending calls |
| Keypad | 1 = confirm, 2 = cancel |
| Languages | Hindi (`hi-IN`) and English (`en-IN`) scripts |
| Default timing | 2-minute delay, 3 attempts, gaps of 30 and 120 minutes, give up after 48 hours |
| Default calling window | 09:00 to 21:00 IST, editable per rule |
| Billing | Per minute from your [Edesy wallet](https://edesy.in/docs/order-calls/getting-started/pricing) |
| Before you start | Business verification (KYC) and a number to call from |

## What is available today

- A guided [setup checklist](https://edesy.in/docs/order-calls/getting-started/checklist): verify your business, get a number, connect your store, create a call rule
- A webhook receiver per store with a signing secret, duplicate-delivery protection and an [events log with replay](https://edesy.in/docs/order-calls/orders/retry-replay-cancel)
- [Call rules](https://edesy.in/docs/order-calls/call-rules/conditions) with conditions on payment method, COD amount, order total, item count, tags and whether the COD order is already confirmed
- [Hindi and English scripts](https://edesy.in/docs/order-calls/scripts/hindi-and-english-scripts) you can edit line by line, with no flow builder needed
- Write-back to your store: confirm and cancel during the call, plus [outcome actions](https://edesy.in/docs/order-calls/call-rules/outcome-actions) such as tag, note, cancel or record no-answer when a call settles
- An Orders screen with each order's state, outcome, timeline and calls, and buttons to [retry now or cancel](https://edesy.in/docs/order-calls/orders/retry-replay-cancel)
- [Stats](https://edesy.in/docs/order-calls/orders/stats): confirmation rate, confirmed, cancelled, unreachable and pending orders

## What it does not do

- There is no one-click Shopify or WooCommerce app. Any store or middleware that can send a signed webhook works; see the [custom store API](https://edesy.in/cod-order-confirmation/custom-store-api) page.
- The call is a keypad (DTMF) call, not an AI conversation.
- There is no SMS or WhatsApp fallback when a customer cannot be reached; the order settles as `unreachable` and your outcome actions run.

## FAQ

### Which stores can use COD Order Calls?
Any store, backend or automation tool that can POST a signed JSON webhook when an order is placed, and optionally receive a REST call back with the result. Custom stores, plugins and tools such as Zapier, Make or n8n all fit.

### What does the customer hear?
A short script in Hindi or English with their name, your store name, the order number and the cash-on-delivery amount, then "press 1 to confirm, press 2 to cancel". You can edit every line.

### What happens if the customer does not answer?
We call again after the gaps you set (30 and 120 minutes by default), up to the number of attempts you choose. After the last attempt the order settles as `unreachable`.

### What happens if the order is cancelled before we call?
Send `order.cancelled` for the same order id and the pending call is cancelled. Sending `order.paid` cancels a pending COD call too, because the customer has paid online.

### Can it call at night?
Only inside the calling window of each rule, which is 09:00 to 21:00 IST by default. Orders that arrive outside the window are called when it next opens.

### How is it billed?
Calls are charged per minute from your Edesy wallet, the same wallet the other Edesy apps use. Prices exclude 18% GST. See [Pricing](https://edesy.in/docs/order-calls/getting-started/pricing).

### Do I need KYC?
Yes. Indian telecom rules require business verification before outbound calling, and you need a verified number to call from. Review usually takes about a day.

### Is my store data safe?
Store credentials are stored encrypted and are never returned by the API. Customer phone numbers are masked on the Orders screen.

## Next steps

- [Setup checklist](https://edesy.in/docs/order-calls/getting-started/checklist)
- [Connect your store](https://edesy.in/docs/order-calls/connect-your-store/webhook-and-signing-secret)
- Product overview: [COD order confirmation](https://edesy.in/cod-order-confirmation)