Order verification · Docs

Order verification calls the shopper soon after they place a cash-on-delivery order. It checks they placed it, checks the delivery address (and takes a new one if it's wrong), then confirms or cancels the order in your store.


Library key	`order_verification`
Call type	Transactional. See Call types and consent
Languages	Starts in Hindi, or in the `language` input; English too, and it follows the shopper if they switch
Longest call	4 minutes
Tries per shopper	2, an hour apart

When to use it

Start it the moment a cash-on-delivery order is placed, before the order is packed. An order the shopper didn't mean, or one going to an old address, is cheapest to stop before it leaves your warehouse: after that, a cancellation still costs you the trip out and back.

Because the shopper has just ordered, the call is expected. Send transactionAt (the time of the order) with the run and the call can go out within 30 minutes of the purchase without a separate consent record.

What the shopper hears

RowCall sends confirm_order to your action URL, your server answers, and the agent tells the shopper.

Agent: Hi Asha, this is Halden's automated assistant, calling about your order 4821. This call is recorded. Do you have a minute to confirm it?

Shopper: Yes.

Agent: You ordered a pair of running shoes for ₹2,499, to pay on delivery. Did you place this order?

Shopper: Yes, I did.

Agent: We'll deliver it to 12 MG Road, Pune. Is that right?

Shopper: No, I moved last week. It's 8 Lake Road, Baner, Pune.

Agent: So the new address is 8 Lake Road, Baner, Pune. Is that right?

Shopper: Yes.

Agent: One moment, I'll update that. … Done. Your order is confirmed for the new address. Thank you, goodbye.

In Hindi the same call opens with "नमस्ते Asha, मैं Halden की ऑटोमेटेड असिस्टेंट बोल रही हूँ, आपके ऑर्डर 4821 के बारे में।"

The first line, saying the call is automated and recorded, always comes first and can't be removed. See The disclosure line.

Inputs it needs

Input	Label	Type	Required	Sample
`customer_name`	Name	text	Yes	Asha
`phone`	Phone	phone	Yes	+919812345678
`order_id`	Order	text	Yes	4821
`items`	Items	text	Yes	a pair of running shoes
`order_total`	Total	money	Yes	2499
`address`	Delivery address	text	Yes	12 MG Road, Pune
`language`	Language	text	No	`en-IN` to start in English

phone is the number the run calls, and customer_name falls back to the contact's name, so you rarely send either in inputs. See Inputs.

Questions it asks

Key	Question	Answer
`good_time`	Do you have a minute to confirm it?	Yes or no. A "no" ends the call politely
`placed_order`	You ordered {items} for {order_total}, to pay on delivery. Did you place this order?	Yes or no. A "no" cancels the order
`address_correct`	We'll deliver it to {address}. Is that right?	Yes or no
`new_address`	What's the right address, with the area and city?	Text, only when the address is wrong. Read back before anything changes

Outcomes

Outcome	Label	When
`confirmed`	Confirmed	They placed it and the address is right; `confirm_order` succeeded
`address_changed`	Address changed	They gave a new address; the address was updated and the order confirmed
`cancelled`	Cancelled	They didn't place it; `cancel_order` succeeded
`needs_team`	Needs the team	An action was refused or didn't answer in time; the agent says your team will call back

A call can also end without one of these: not now, opted out, no response or failed. See Answers and outcomes.

Actions it may take

Action	Kind	What it does
`get_order`	Read	Looks up the order when the shopper asks about it (what they paid, where it goes)
`confirm_order`	Write	Marks the order as confirmed by the shopper, so it can be dispatched
`update_delivery_address`	Write	Changes the delivery address, after the read-back
`cancel_order`	Write	Cancels an order the shopper didn't place

Until you connect them, actions answer with their sample reply and your team acts on the outcome instead. See Actions.

How to start it

From the dashboard: open the flow and choose Call a shopper, or select contacts in Contacts and choose Call N contacts. See Start a call.
From your store, by API: one POST /v1/runs per order, with "flowKey": "order_verification", the shopper's phone, the inputs and transactionAt. Install it once first with POST /v1/flows/library/order_verification/install. Hear the result on the run.completed event.
From Glood: connecting Glood installs this flow and starts it for each cash-on-delivery order. See Glood.

What to measure

Open Results, pick the flow and the days:

Summary → How the calls ended: how many orders end confirmed, address_changed, cancelled and needs_team.
Answered against Shoppers: how many shoppers you reached.
Undelivered returns: compare returned-to-origin orders for verified and unverified orders over the same weeks, in your own store's data.

Set it up, step by step

Copy it from the library
Go to Flows → Library, open Order verification and choose Use this flow. It opens as your own draft.
Read the steps
On the Diagram tab, check each line says what your store would say. Change any wording in its step; the Translations tab shows each line beside its Hindi.
Simulate it
Choose Simulate, then Type as the shopper or Talk as the shopper. Play Asha: confirm, then change the address. Run it again with cancel_order set to Refused under Actions answer to hear the team fallback.
Publish
Once a simulation of the draft reaches an outcome, choose Publish.
Connect the actions
Point confirm_order, update_delivery_address and cancel_order at your store in Developers → Actions, or connect Glood. See Actions.
Start it on every COD order
Send one run per new cash-on-delivery order, and hold dispatch until the outcome is confirmed or address_changed.

Next stepLive checkout help

Call within a minute of a failed payment.