Wiki Entry

Phone Verification

Phone verification is the process of confirming a customer's phone number is valid and reachable before processing a Cash on Delivery order.

8 min read•Part of Cash on Delivery
The Problem

Fake phone numbers are a leading cause of failed COD deliveries. Fraudsters often enter random or invalid numbers, making it impossible for delivery agents to contact customers.

The Solution

By implementing OTP (One-Time Password) verification at checkout, merchants can confirm that the phone number is valid and actively monitored by the customer.

Why Phone Verification Matters

In COD markets, the phone number is often the only way to reach customers. Delivery agents rely on phone calls to:

  • Confirm delivery timing
  • Navigate to the exact address
  • Verify the customer is available to receive the package

    • Types of Phone Verification

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    OTP Verification

    The most common method, where a one-time code is sent via SMS and must be entered at checkout.

    #

    Missed Call Verification

    Popular in India, where the customer gives a missed call to verify their number without SMS costs.

    #

    WhatsApp Verification

    Increasingly popular, leveraging WhatsApp's ubiquity in many COD markets.

    Impact on RTO Rates

    Merchants implementing phone verification typically see:

  • 20-30% reduction in fake orders
  • 15-25% reduction in RTO rates
  • Improved delivery success rates

    • Best Practices

  • Verify at checkout: Don't wait until after order placement
  • Multiple retry options: Allow customers to request new OTPs
  • Clear error messages: Help customers understand verification failures
  • Consider costs: Balance verification costs against RTO savings
    • Back to Cash on Delivery

    Implement Phone Verification Today

    Apex COD Form includes built-in phone verification features to help you reduce RTO rates and prevent fraud automatically.