12 Ways to Reduce Failed Deliveries and Pay-on-Delivery Refusals
Pay on delivery wins buyers' trust, but every refused parcel costs you delivery fees, time and stock. Twelve practical ways Ghanaian sellers cut failed deliveries without dropping the option.
Pay on delivery is one of the best ways to win a Ghanaian buyer's trust. It's also one of the most expensive problems for online sellers. A rider travels across Accra, the customer doesn't pick up, or says they've changed their mind, and you pay for the trip, lose the day and get the stock back damaged.
You don't have to drop pay on delivery to fix this. Here are twelve ways to cut failed deliveries.
Before the order
1. Make the product page answer every question
Many refusals happen because the buyer expected something different: size, colour, quality. Clear photos, measurements and honest descriptions prevent "this isn't what I ordered". See how to write product descriptions.
2. Show the total cost upfront
Surprise delivery fees at the door cause refusals. Show the product price and delivery fee before they order.
3. Capture the right details
Full name, a phone number that works, a second number if possible, and a clear landmark. "Behind the Total filling station, blue gate" is more useful than a street name nobody uses.
After the order
4. Confirm every order quickly
Call or WhatsApp within an hour of the order: confirm the item, size, price, address and delivery day. A buyer who confirms is far more likely to accept.
5. Send the confirmation in writing
A message or SMS with the order summary, total and delivery day. It reminds them they committed. See SMS marketing in Ghana.
6. Ask for a small commitment fee on high-risk orders
For expensive items, first-time buyers or distant locations, ask for a small part-payment by MoMo, or the delivery fee upfront. Explain it politely. Serious buyers usually agree.
7. Deliver fast
The longer the wait, the more likely they've changed their mind or bought elsewhere. Same day or next day in major cities makes a big difference. See delivery for online shops in Ghana.
On delivery day
8. Message before the rider leaves
"Your order is on the way. Our rider Kwesi will call you within the next hour. Please have GH₵ 350 ready." People who know it's coming make sure they're available.
9. Give the rider a script
Riders should introduce themselves, confirm the order and be polite. A rude or confusing rider loses deliveries.
10. Let buyers track their order
A tracking page or regular updates reduce "I wasn't home" refusals. PayLead gives buyers a tracking page they check themselves.
After a refusal
11. Record and flag repeat refusers
Keep a list of numbers that refused without reason. For their next order, require payment upfront.
12. Learn why
Ask every buyer who refused, politely, what happened. Changed mind, price, quality, timing? The pattern tells you what to fix.
Track your refusal rate
| Number | How to calculate |
|---|---|
| Refusal rate | Refused or failed deliveries divided by all pay-on-delivery orders |
| Cost of refusals | Delivery fees plus damaged stock plus staff time |
| Refusals by area | Which locations fail most |
If one area has a much higher rate, require part-payment there.
The balance
Offer pay on delivery to win trust, and online payment to protect your margins. Many sellers encourage MoMo payment with a small incentive, such as free delivery or a small discount, while keeping pay on delivery available. See cash on delivery in Ghana.
Make it easier with the right checkout
PayLead's checkout takes MoMo, card and pay on delivery in one place, creates a waybill and tracking page for physical orders, and marks MoMo orders paid automatically. See how PayLead handles pay on delivery and what PayLead is.