Should your online store offer cash on delivery payments?

14 November, 2023

E-Commerce

In the increasingly competitive world of e-commerce, providing diverse payment options is crucial to cater to a wide range of customer preferences.

One such payment method that has gained popularity over the years is ‘cash on delivery’ (COD). So, what are they, where might people around the world find them more convenient, and ultimately are they a good idea for your business?

What is Cash on Delivery (COD) Payment? 

Cash on Delivery (COD), is a payment method where customers make their purchases online and pay for them in cash when the products are delivered to their doorstep. 

It is a convenient option for buyers who may not have access to credit cards or digital payment methods, or those who prefer to inspect the product before parting with their money.

 

Global Popularity 

While COD may be almost unthinkable for customers in some countries, they’re actually very popular and widely used in markets like India, Pakistan, and several Middle Eastern countries. In India, for instance, a significant percentage of e-commerce transactions are completed through COD due to the lack of widespread access to online payment methods. 

In many parts of the world, COD is also seen as a much-trusted payment method. Customers often feel more secure knowing they can see the product before paying for it, reducing the risk of fraud. 

The popularity of COD payments is expected to continue to grow in the coming years, especially in emerging markets. This is due to the increasing penetration of smartphones and the internet, which is making it easier for people to shop online. 

According to a report by Statista, the global COD market is expected to reach $578.4 billion by 2025, up from $267.5 billion in 2020. The report also found that the COD market is expected to grow at a compound annual growth rate (CAGR) of 16.2% from 2020 to 2025. 

The growth of COD payments is being driven by a number of factors, including: 

  • The increasing penetration of smartphones and the internet in emerging markets.
  • The growing popularity of e-commerce.
  • A lack of trust in other payment methods, such as credit cards.

 COD payments are particularly popular in emerging markets where credit card penetration is low.

For example, in India, COD accounts for over 70% of ecommerce transactions. COD is also popular in other parts of the world, such as Latin America and Africa, which has led to some very big businesses offering COD, including: 

  • Alibaba (China)
  • com (China)
  • Flipkart (India)
  • Amazon (India)
  • MercadoLibre (Latin America)

 

Trends in COD Payments 

Despite the growth of digital payments, COD remains relevant, and in some cases, it's even evolving to adapt to modern trends such as: 

  • Hybrid Models: Some online retailers are adopting hybrid models, allowing customers to reserve products online and pay in cash upon pickup at a nearby store or collection point. This approach combines the convenience of online shopping with the familiarity of cash transactions.
  • E-commerce Aggregators: Companies like Amazon and Flipkart have introduced COD services while also promoting digital payment options. This hybrid approach caters to a broader customer base.

 

Challenges and Opportunities 

As with any new idea, or at least a new way of working for you, there will be challenges but also opportunities to consider.

 

Challenges 

  • Cash Handling: Managing cash can be cumbersome, especially for online businesses that primarily deal with digital transactions.
  • Delayed Payments: With COD, there may be a delay in receiving payments, impacting cash flow and inventory management.
  • Returns and Fraud: COD can be susceptible to fraudulent orders, as some customers may refuse to pay upon delivery or return damaged goods without payment.

 

Opportunities: 

  • Customer Trust: Offering COD can build trust with skeptical customers, especially if you’re new to their market. It shows you understand their needs and can lead to repeat business.
  • Market Penetration: It allows you to tap into markets where online payment infrastructure is underdeveloped.
  • Reduced Cart Abandonment: COD can lower cart abandonment rates as customers feel more comfortable making a purchase without an immediate online transaction.

 

So is COD a good idea for you and your business? 

Realistically, you'll need to be fulfilling a significant number of orders to a market that prefers COD to make it worthwhile. There's quite a lot to set up.

But if you are a high-volume seller, while COD payments do come with challenges, they offer significant opportunities for your online store that can help diversify your customer base, build trust, increase conversion rates, improve customer loyalty, reduce cart abandonment rates and enter new markets.

To strike a balance, consider implementing measures like stricter verification processes for COD orders and promoting digital payments alongside COD to encourage customers to transition to more modern payment methods.

You should also follow these top tips to make sure you’re fully set up to offer COD payments.

  • Partner with a reputable delivery company that has experience handling COD payments.
  • Clearly state your COD policy on your website and in your checkout process.
  • Make it easy for customers to track the status of their COD orders.
  • Have a system in place for collecting COD payments from the delivery company.
  • Monitor your COD fraud rate and take steps to reduce it if necessary.

Ultimately, the decision to offer COD should align with your target audience and business strategy, but in many cases, it can be a wise addition to your payment options, enhancing your online store's success.


If you have any questions about Cash On Delivery and how Asendia can help your business,
get in touch.

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