How COD Verification Works

When a customer places a Cash on Delivery order on Shopify, Level automatically sends a WhatsApp message asking them to confirm or cancel.

The flow

1. Order created — Shopify fires orders/create. Level detects COD-eligible orders.
2. Verification sent — Customer receives a WhatsApp with Confirm and Cancel quick-reply buttons.
3. Customer responds — Tap Confirm → verified. Tap Cancel → cancelled.
4. Shopify updated — Tags, notes, and optional order cancellation sync back to Shopify.
5. Follow-ups (Starter+) — Reminders for pending orders; auto-cancel after timeout if configured.

COD detection

Level treats an order as COD when the payment method indicates cash on delivery. If verification doesn’t trigger, see COD not detected.

Message category

COD verification messages are utility messages under Meta’s policies — they are transactional, not marketing. This means they are not subject to the same marketing frequency caps as abandoned cart and campaign messages.

Customer experience

See Customer experience for what shoppers see on WhatsApp.

Configuration

• Reminders & auto-cancel
• Per-product toggle
• Message flows