Customer Experience

COD verification is designed to be frictionless — no OTP, no links to open, no app downloads.

What the customer receives

After placing a Cash on Delivery order, the customer gets a WhatsApp message from Level (shared number) or your connected business number (BYO). The message includes:

Order details (typically total amount and currency)
Two quick-reply buttons: Confirm order and Cancel order

The customer taps one button directly in WhatsApp. No typing required.

If they confirm

Order status in Level changes to Verified
Shopify receives the level-cod-verified tag and an order note
Customer may receive a thank-you message (if configured in Message flows)

If they cancel

Order status in Level changes to Cancelled
Shopify receives the level-cod-cancelled tag
The Shopify order is cancelled by default (configurable)
Customer may receive a cancellation confirmation message

Reminders (Starter+)

If the customer doesn’t respond, Level sends follow-up reminders at 24h and 48h after the first message (up to 2 reminders). Reminders use the same confirm/cancel buttons.

Auto-cancel (Starter+)

If still unverified after 72 hours, Level auto-cancels the order and syncs the cancellation to Shopify.

Message category

COD verification is a utility (transactional) message — not subject to marketing frequency caps. See Utility vs marketing.