由 caicai8478
Main reasons for high COD rejection rate
Consumers impulsive shopping: Consumers have low decision-making costs under the cash on delivery model
Logistics information is not transparent: Consumers forget or change their purchase intentions
Products do not match descriptions: There is a big gap between the physical product and the online display
Delivery time is too long: Consumer demand changes during waiting
Payment habits are different: Some markets are more accustomed to prepayment methods
Coping strategies of Chinese sellers
I. Pre-sales optimization strategy
Product page optimization
Provide high-definition physical pictures, size comparison pictures and videos
Detailed product parameters and material descriptions
Real user evaluation display (small gifts can be considered Product incentive evaluation)
Set purchase threshold
Small advance payment or deposit system
Membership shopping (only registered users can COD)
Limit COD amount for first purchase
- Logistics and distribution optimization
Confirm before delivery
SMS/phone confirmation of order before shipment
Provide estimated delivery time window
Reconfirm on the day of delivery
Select logistics partners
Select local logistics companies with COD experience
Negotiate rejection and return terms
Establish logistics KPI assessment system
- After-sales and customer relationship management
Follow up after rejection
Understand the reasons for rejection and record and analyze
Provide small discounts for price factors
Blacklist customers who frequently refuse to accept
Build customer trust
Extend the return period
Provide unconditional return and exchange commitment
Establish brand social media accounts to enhance credibility
Successful case sharing
Case 1: A cross-border clothing seller
Problem: COD rejection rate in Southeast Asian market reaches 35%
Solution:
Add product video display and size guide
Add confirmation link before delivery
Limit COD to 2 pieces for first-time buyers
Effect: Rejection rate dropped to 18% within 3 months
Case 2: A seller of electronic products
Problem: High-value products have high rejection rate in Middle East market
Solution:
Introduce “Prepaid “10% deposit for priority delivery” policy
Establish a local customer service team for pre-delivery confirmation
Provide unboxing video guidance to reduce rejections due to incompetence
Effect: average order value increased by 20%, rejection rate decreased by 40%
Long-term recommendations
Gradually shift to prepaid model: prepayment through preferential incentives
Establish local warehouses: shorten delivery time
Data analysis: identify high rejection areas and product categories for targeted optimization
Brand building: enhance consumer trust
By systematically optimizing pre-sales, sales and after-sales links, Chinese sellers can effectively reduce COD rejection rates and improve the profitability and sustainability of cross-border business.