Cash-on-delivery (COD) orders are convenient for shoppers but risky for merchants — unconfirmed orders, wrong addresses, and last-minute cancellations at the doorstep all eat into fulfilment costs. This article walks you through setting up Interakt's Shopify COD workflow, which lets customers confirm, cancel, or update the shipping address for their COD order directly inside WhatsApp, with every action synced back to Shopify automatically.

The Interakt Shopify COD workflow, at a glance.

What this workflow does

• Customers can confirm a COD order directly on WhatsApp
• Customers can cancel an order, with a confirmation step before it's cancelled
• Customers can update their shipping address via a WhatsApp form
• Every action is synced back to the order in Shopify automatically — no manual updates needed
• The entire journey happens inside WhatsApp — no external redirects or links

Note: This workflow is available exclusively on the Premier Plan

Before you begin

• Your Shopify store should be connected to your Interakt account.
• Your WhatsApp Business number should be connected and verified in Interakt.
• You should be on the Premier Plan to access this template.

Setting up the workflow

Step 1: Go to Campaigns

From the Interakt home screen, open the left navigation menu and click Campaigns.

Left navigation → Campaigns

Step 2: Create a new campaign from the sample template

On the Campaigns page, click New Campaign in the top-right corner. This opens the Create New Campaign window with two tabs: Sample Ideas and Active Templates. Stay on the Sample Ideas tab.

Create New Campaign — Sample Ideas tab

Scroll (or search by theme) to find “CoD Order Double-confirm / Cancel / Change Address Workflow” and select it. The panel on the right updates to describe the template: “Asks customers to confirm / cancel / change address for a newly placed Cash on Delivery order”

Selecting the CoD Order Double-confirm / Cancel / Change Address Workflow template

Note: The audience and message template are pre-set for this sample campaign — you don't need to build either from scratch.

Step 3: Review the sample message

Scroll down in the preview panel to see the exact WhatsApp message your customers will receive. It includes the order ID, items ordered, order value, and three quick-reply buttons — Confirm Order, Cancel Order and Change Address

Sample message preview with Confirm Order / Cancel Order / Change Shipping Adress buttons

Once you're happy with the preview, click Use this Sample to create the campaign.

Step 4: Configure basic settings and go live

You'll land on the campaign's settings page with most fields pre-filled based on the template:

• Choose your campaign type — set to Ongoing Campaign.
• Choose your audience — set to trigger on order cod (i.e., new COD orders placed on Shopify).
• Choose your message template — the cod_order_double… template selected earlier.
• Schedule your message — set to start sending immediately and never stop.

You can optionally expand Advanced Settings to set a post-campaign reply flow, configure retries for failed messages, or add conversion tracking. When everything looks right, click Go Live in the top-right corner.

Basic Settings for the CoD Order Double-confirm / Cancel / Change Address campaign

Step 5: Activate the three workflows

After the campaign goes live, Interakt shows a “One last step to make this campaign work” prompt. This is important: going live only starts sending the WhatsApp message — the Confirm Order, Cancel Order, and Change Shipping Address buttons won't actually update Shopify until their underlying workflows are activated.

The “One last step” prompt summarizing all three draft workflows

• Open the Workflows section from this prompt (or from the left navigation).
• Open each of the three draft workflows listed below, confirm the trigger, and click Activate Workflow.

Note: Until a workflow is activated, its button will still appear on WhatsApp but won't update the order in Shopify.

Confirm Order workflow

Triggered when a customer taps Confirm Order on the campaign message. Interakt sends a double-confirmation signal to Shopify for that order (using the order_id workflow variable), then replies to the customer confirming the action.

Cancel Order workflow

Triggered when a customer taps Cancel Order. Before anything happens in Shopify, Interakt asks the customer to confirm the cancellation with a Yes / No quick reply — this prevents accidental cancellations from a stray tap.

Change Shipping Address workflow

Triggered from the same campaign when a customer needs to update their delivery address. Interakt sends a WhatsApp form to collect the new address, then updates the shipping address on the order in Shopify.

 

Need help? Reach out to us at [email protected] and our team will help you get set up.