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العربيةWhy parcels get refused
Before looking for a fix, look at why your parcels come back. The most common causes:
- The impulse order. The customer ordered in two taps after a story, then changed their mind before the courier arrived.
- The unreachable customer. Wrong number, phone off, out when the courier came.
- A long delay. The longer the parcel takes, the more time the customer has to buy elsewhere or forget.
- A price surprise. Delivery fees discovered at the door, or a total different from what they understood.
- The wrong size or product. A packing mistake, or a product different from what they saw.
- Fake orders. A joke, a competitor, or someone ordering “just to see”.
Note the reason for each refusal for a few weeks. You will soon know which ones weigh most for your store.
Confirm before you ship
Confirmation is the first filter. A call or a message before shipping checks the number, the address, the size and the total, and removes fake orders before they travel. State the total including delivery: the surprise at the door is what makes people refuse. Scripts and method are in COD order confirmation.
Deliver fast, and say when
A customer left waiting with no news refuses more easily. Three habits help:
- ship on the day of confirmation, or the next day at the latest;
- give the customer a clear delivery window, and tell them if it changes;
- pick a delivery company that calls before coming and tries again when the customer is out (see delivery companies in Tunisia).
When a parcel comes back anyway, call the customer to learn why. One sentence noted for each refusal beats a feeling: after a month, you know whether the problem is the product, the delay, the area or where the order came from.
What creators change about returns
An order from an influencer is neither better nor worse by nature. It depends on how the product was shown. A creator who shows the real product, its real size, its full price and its flaws brings customers who know what they are buying: they keep it. A creator who pushes urgency, overpromises or shows a retouched product brings impulse orders: those come back more often.
Give your creators the right information (sizes, delivered price, delays), ask them to say it, and measure the return rate per creator, not only for the whole store.
Creators on Inflow see in their portal the status of each order they brought, the same one you see. They quickly learn which posts bring customers who keep the product.
Paying on delivery aligns everyone
If you pay commission on every order placed, a creator earns as much from orders that come back as from happy customers. If you pay on orders delivered and kept, their interest becomes yours: customers who keep the product. Example figures.
| This month | Creator A | Creator B |
|---|---|---|
| Orders placed | 50 | 50 |
| Refused or cancelled | 6 | 20 |
| Delivered, then returned | 2 | 6 |
| Delivered and kept | 42 | 24 |
| Share refused or returned | 16% | 52% |
| Commission if paid per order placed | 400 TND | 400 TND |
| Commission on orders delivered and kept | 336 TND | 192 TND |
Per order placed, both creators cost 400 TND. On delivery, creator A earns more, because their customers keep the product. The message is clear, with no lecture. That is the idea behind commission paid on delivery.
Spot problems in Inflow
Inflow follows the status of each attributed order from your Converty store. A refused or cancelled order earns the creator nothing; an order returned after delivery has its commission reversed on its own. Inflow also shows a warning on a creator when their refused and returned orders reach 60% of their last 20 attributed orders, and flags orders worth a look (several orders from the same phone, orders placed within a minute of the click). Nothing is voided automatically: you decide. More in influencer sales tracking.
Questions about returns with cash on delivery
What is a normal return rate with cash on delivery?
There is no reliable official figure. Follow your own per product, per city and per creator, and compare month to month: the trend is what matters.
What is the difference between a refusal and a return?
A refusal is a parcel never delivered: the customer was out, unreachable or said no at the door. A return is a parcel delivered then sent back, or exchanged. In Inflow, both end with no commission for the creator.
Does phone confirmation really reduce returns?
It removes fake orders, fixes address and size mistakes and avoids the price surprise. Measure your rate before and after to see it in your own store.
Do influencer orders come back more often?
Not by nature. They come back more when content overpromises or pushes impulse buying, less when the product is shown as it is. Measure per creator.
How do I spot a creator whose orders come back a lot?
Inflow shows a warning on the creator when their refusals and returns reach 60% of their last 20 attributed orders. Talk to them before deciding anything.
Does Inflow cancel orders or call my customers?
No. Inflow reads orders and their status, flags what deserves a look and calculates commissions. It does not contact your customers and voids nothing on its own.
Should I offer free delivery to cut refusals?
Not necessarily. What matters is that the customer knows the exact total before ordering and at confirmation. The surprise at the door is what makes people refuse.