In some cases, customers may notice that the Cash on Delivery (COD) option is not available while placing an order. This article explains the reason behind this and how CSAs should communicate it to customers.

Reason COD Option is Not Available

For customers with a high number of unsuccessful deliveries, the system automatically restricts the COD payment option on their account.

This is an automated system decision and is not manually applied or controlled by the Customer Service team.

As a result, affected customers will only be able to place orders using:

• Card payments
• Prepaid payment methods, Tabby, Tamara

How to Check COD Restriction in Panel

To verify whether a customer is blocked from COD:

1. Go to the customer profile in the Panel
2. Check under Customer Status
3. If COD is restricted, a “COD_BLOCK” badge will be visible

Spiel : 

 We understand your concern regarding the Cash on Delivery (COD) option not appearing at checkout. Please note that COD availability is automatically determined by the system based on the delivery history linked to the account. In cases where there have been multiple unsuccessful or rejected deliveries, the system may temporarily disable the COD option. As a result, you may currently see only prepaid options (card/online payment/ Tabby/Tamara etc.) while placing your order. We cannot enable or modify payment methods from our end. The important thing is that your shopping experience remains fully seamless. You can continue to place your orders using any of the available payment methods with complete ease. And just like all customers, you remain fully covered under our standard return policy, so you can shop with confidence. As your successful deliveries continue over time, the system may automatically review and make COD available again in the future. 

How COD Eligibility is Restored

If a customer shows improved delivery behavior, the system may automatically restore COD access.

Additionally, manual review can be initiated under specific conditions (see below).

Step-by-Step Process for CSA Handling

Step 1: Check Customer Claim

If a customer contacts support stating they are successfully receiving or accepting recent deliveries:

• Verify the customer’s delivery history in the system
• Check whether recent orders have been successfully delivered

Step 2: Eligibility Review

If the customer has 4 or more consecutive successful deliveries, proceed as follows:

• Raise a ticket to the LMT Team
• Include customer details and delivery history
• Request review and removal of COD blocking

Step 3: If COD Complaint Persists

If the customer continues to insist on COD availability:

• Politely explain that COD is not mandatory for completing purchases
• Inform them that they can continue shopping using available payment methods (card/prepaid)
• Reinforce that they can return products as per the return policy if they are not satisfied