Reducing RTO
How do I reduce COD returns in Egypt?
Direct answer
Confirm every order on WhatsApp within minutes of checkout, ship only confirmed orders the same day, send a heads-up on delivery day with the exact cash amount, and flag repeat refusers. Egyptian stores that run this full loop routinely cut RTO in half; Blaze went from 30% to 15%.
The playbook, in order of impact
- Instant WhatsApp confirmation. The single biggest lever. Catch changed minds and fake orders before they cost freight.
- Hold silent orders. Two follow-ups, then pause. Never ship into silence.
- Same-day dispatch for confirmed orders. In Egypt, every extra day between order and doorbell raises refusals. Confirmation speed enables shipping speed.
- Delivery-day reminder. "Your order arrives today, total is X EGP" gives the customer time to have cash ready and be home.
- Answer mid-delivery questions fast. "Can the courier come after 6?" left unread becomes a failed delivery attempt.
- Track repeat refusers. Require explicit confirmation or a deposit from customers whose orders came back before.
- Pick couriers by delivery success, not just price. A cheap courier with weak attempted-delivery discipline costs more after RTO.
What results look like
Egyptian COD stores commonly run 25-35% RTO unmanaged. The loop above attacks every major refusal reason: impulse regret, doorstep surprise, absent customers, and fraud. Blaze, a ReplAi client, halved RTO from 30% to 15% after automating confirmation and delivery communication. At typical Egyptian shipping rates, that difference usually pays for the automation many times over.
Last updated 2026-07-09