Cash on delivery

In many markets cash on delivery brings in a large share of orders, especially from people who have not bought from you before. It also carries a cost the card does not: parcels that come back.

What a refused parcel really costs

Delivery out, delivery back, the handling, the packaging, and the item tied up for a week. Work out that number for your own courier before you decide anything else here. It is usually larger than people guess.

Keeping it under control

Confirm the order before dispatch, by message or phone, for anything above a value you choose.

Ask for the full address. A vague address is the strongest single predictor of a parcel that does not arrive.

Watch repeat refusals. Someone who has refused before is likely to refuse again; decide what you do about it before it happens again.

Nudging towards card

Make card payment visibly easier, not cash visibly harder. A small discount for paying now is clearer than a fee for paying later, and it does not read as a punishment.

What to check

• The total the courier collects matches the order, including any fee.
• Your courier's charge for the service, and for a return, in writing.
• A refused parcel shows on the order, so the pattern is visible later.