Running a COD confirmation team on a board: columns, daily routine and the numbers to watch

In cash-on-delivery e-commerce, the money is made or lost between the order and the doorstep. Two people calling the same customer, an order confirmed but never shipped, a customer who asked to be called back at 6 pm and was not: each of these costs a parcel. A board where every order sits in exactly one column, with one owner, removes most of it. Here is how to set it up and run it every day.

Disclosure: bizalgeria.com, NEKST DIGITAL and dzcollab share the same owner.

Orders or tasks? Decide what a card is

If your store platform already manages orders (statuses, call results, export to your carrier), do not copy every order onto a board: you will spend the day re-typing. Use the board for what the order system does not handle: call-backs, problem orders, customer complaints, returns to chase, and the team’s own tasks. If you have no order system (orders arrive in messages or a sheet), then each order can be a card while volumes are small.

The columns

Rules that make it work:

• One owner per card. No “anyone can call”.
• “Call back” cards always carry a time.
• A card cannot enter “Confirmed” without the four checks: product and size, total price, full address with commune, delivery fee accepted.
• Every “Returned” card gets a reason (refused at door, wrong address, unreachable, changed mind). The reasons are your improvement list.

The call itself is in COD confirmation call scripts in French and darija.

The daily routine

• Morning (10 minutes): the lead splits “New” between confirmers; everyone clears yesterday’s “Call back” first.
• During the day: each confirmer works only their own cards.
• End of day (10 minutes): anything still in “New”? Any “To ship” not handed to the carrier? Any “Shipped” older than your carrier’s usual time?
• Weekly: read the return reasons together and change one thing (script, address check, product page).

The numbers you compute yourself

Do not copy other people’s benchmarks. Count your own, every week, from your board or order system:

• Confirmation rate = confirmed orders / new orders.
• Delivery rate = delivered / shipped.
• Return rate = returned / shipped, split by reason.
• Delivered orders per confirmer.

Then put your real figures in the COD profit calculator and read the real cost per delivered parcel. The most effective levers are in reducing COD returns, and the choice of carrier matters too: see choosing a delivery carrier.

Tool options

• Your store platform’s order screen. Many platforms handle statuses; YouCan, for example, lists COD order management from lead to confirmation and shipping, and a Google Sheets integration.
• A shared Google Sheet with one row per order and a status column: free and familiar, but no reminders, and conflicts when two people edit.
• Trello or Notion: boards with a free plan.
• dzcollab: a kanban workspace with an Arabic, French and English interface and dinar pricing; on 29 October 2026 its Team plan was 4 917 DZD a month billed annually for up to 20 members, and Pro 1 242 DZD a month billed annually for up to 3 members. You can build the board above on dzcollab and invite your confirmers.

Protect customer data

Phone numbers and addresses are personal data. Give each confirmer access only to what they need, do not share the full customer list in group chats, and do not reuse numbers for promotions without consent: see what law 18-07 says on direct marketing.

Related: organise your team without WhatsApp or Excel.