Refusals and abuse.
WHAT HAPPENS
An order is placed with no intention to pay.
You pay for delivery and return, and the goods come back.
WHY IT HAPPENS
No commitment is required to order.
WHAT REDUCES IT
Confirming every order by phone before dispatch Taking a deposit covering delivery Limiting it by area and by value Refusing it for customers who have refused before
THE CONFIRMATION CALL
The most effective control.
An order where nobody answers the phone is one that would have been refused.
WHAT TO RECORD
Refusal rate by area and by customer.
WHAT TO DO WITH THAT DATA
Stop offering cash on delivery where refusal rates are high.
Keep a list of customers who have refused.
WHAT TO STATE
That orders are confirmed by phone before dispatch.
That sets the expectation and deters casual abuse.
WHEN TO STOP OFFERING IT
When refusal costs exceed the additional sales.
Measure rather than guessing.
