Karachi Fashion Store Reduces COD Returns by 40%

About Clifton Boutique

Industry: Fashion & Women's Clothing Ecommerce

Location: Karachi, Pakistan

Products: Premium lawn, chiffon, silk, designer wear

Order Volume: 300-500 orders/month

Tech Stack

WooCommerce + Custom Theme

Meta Ads (Facebook + Instagram)

TCS & Leopards Courier Integration

WAB2C WhatsApp Business API

The Problem

Clifton Boutique was facing significant challenges with their Cash on Delivery (COD) model, which is the preferred payment method for 85% of their customers in Pakistan.

High COD Return Rate

•45% of COD orders were getting rejected at delivery
•Customers would change their mind or not answer courier calls
•Fake orders placed by competitors or prank buyers
•No way to verify genuine buying intent before shipping

Operational Overload

•2 staff members spent entire day on support calls
•200+ daily calls for order status, sizes, and tracking
•Manual follow-up on abandoned carts was impossible
•Missing revenue from 60% cart abandonment rate

Financial Impact:

Rs 8-10 Lakh/month wasted in courier charges for returned COD orders
Rs 5 Lakh/month lost revenue from abandoned carts
Rs 1.5 Lakh/month in staff salaries for support team

The WAB2C Strategy

Clifton Boutique implemented WAB2C's comprehensive WhatsApp automation solution with a focus on three key areas:

1

COD Verification Workflow

Automated verification messages sent immediately after order placement to confirm genuine buying intent.

Immediate Confirmation Request: Within 2 minutes of order placement, customer receives WhatsApp message asking to confirm order

Smart Response Detection: Accepts "CONFIRM", "YES", "ہاں", or emoji responses to proceed with order

Automated Follow-ups: If no response in 2 hours, send reminder. Cancel order after 6 hours.

Fake Order Prevention: Orders not confirmed are auto-cancelled, preventing unnecessary shipments

2

Abandoned Cart Recovery

Intelligent cart recovery sequence targeting high-value abandoned carts with personalized messages.

24-Hour Service Window: Free service messages sent within 24h of customer interaction (0 cost)

Personalized Reminders: Messages include product images, customer name, and exact cart items

Urgency Creation: Show limited stock, free delivery offers to encourage immediate purchase

One-Click Checkout: Direct cart link allows completing order via WhatsApp without website login

3

Automated Customer Support

Intelligent chatbot handling 80% of common customer queries automatically.

Order Tracking Bot: Customers can track order status by sending order number - instant response 24/7

Size & Product Info: Automated responses for sizing charts, product details, return policies

Smart Handoff: Complex queries automatically routed to human agents during business hours

Proactive Updates: Automatic shipment notifications, delivery alerts, and feedback requests

WhatsApp Message Templates Used

Here are the actual message templates Clifton Boutique uses with WAB2C for each message type:

Authentication MessageMost Critical for CODPKR 1.52 per conversation

COD Verification (Most Important)

🔔 *Confirm Your Order - Action Required* Hi {{name}}! 👋 Your order #{{order_id}} for Rs {{amount}} is pending confirmation. 📦 *Order Summary:* {{product_name}} Size: {{size}} COD: Rs {{amount}} ✅ Reply with *CONFIRM* to proceed ❌ Reply with *CANCEL* to cancel ⏰ Please respond within 2 hours. Need help? Call: +92-321-1234567

OTP for Login

🔐 *Your Verification Code* Hi {{name}}! Your OTP for Clifton Boutique login: *{{otp_code}}* Valid for 10 minutes. Don't share with anyone. Didn't request this? Contact support immediately. 🔒 Secure Shopping | Clifton Boutique

Utility MessagesTransactional UpdatesPKR 1.52 per conversation

Order Confirmation

✅ *Order Confirmed - #{{order_id}}* Thank you {{name}}! Your order is confirmed. 📦 *Order Details:* • {{product_name}} • Size: {{size}} • Amount: Rs {{amount}} • Payment: Cash on Delivery 🚚 Estimated delivery: {{delivery_date}} Track your order: {{tracking_link}} Questions? Reply to this chat! 💬

Shipment Tracking

📦 *Your Order is Out for Delivery!* Order #{{order_id}} is on its way! 🚚 *Delivery Details:* • Rider: {{rider_name}} • Phone: {{rider_phone}} • ETA: {{delivery_time}} 💰 Amount to pay: Rs {{cod_amount}} ⚠️ Please keep cash ready. Track live: {{tracking_link}}

Delivery Confirmation

🎉 *Order Delivered Successfully!* Thank you {{name}} for your order #{{order_id}}! How was your experience? ⭐ Rate us: {{review_link}} 📸 Share your style: Tag @cliftonboutique 💝 *Special for you:* 15% OFF your next order - Code: WELCOME15 Happy shopping! 🛍️

Service MessagesWithin 24h Window - FREEPKR 0 (Free!)

Abandoned Cart Recovery (Within 24h window)

👋 Hi {{name}}! You left something beautiful in your cart! 🛍️ {{product_name}} Size: {{size}} Price: Rs {{amount}} 💝 *Complete your order now and get:* • Free delivery (limited time) • Easy returns within 7 days 🛒 Complete order: {{cart_link}} 💬 Need help? Just reply! Hurry, only {{stock_count}} left in stock! ⚡

Customer Support Response

Hi {{name}}! 👋 Thank you for reaching out to Clifton Boutique. Your query: "{{customer_query}}" Our team will respond within 30 minutes during business hours (9 AM - 9 PM). 🕐 Business Hours: 9 AM - 9 PM 📞 Urgent? Call: +92-321-1234567 We're here to help! 💜

Marketing MessagesPromotional CampaignsPKR 13.29 per conversation

New Collection Launch

🎉 *Eid Collection 2026 is LIVE!* Salam {{name}}! ✨ Discover our exclusive Eid designs - Premium lawn, chiffon & silk suits starting from Rs 4,999. 🎁 *Early Bird Offer:* • 20% OFF first 100 orders • Free home delivery • Easy returns 👗 Shop now: cliftonboutique.com/eid2026 📞 WhatsApp: +92-321-1234567

Flash Sale Campaign

⚡ *FLASH SALE - 3 Hours Only!* Hi {{name}}! 🛍️ Your favorite brands at UNBEATABLE prices: 👉 Khaadi - 30% OFF 👉 Sapphire - 25% OFF 👉 Alkaram - 40% OFF ⏰ Ends at 11:59 PM tonight! 🛒 Shop: cliftonboutique.com/flash 💬 Order on WhatsApp: +92-321-1234567

Monthly Message Cost Breakdown (500 Orders)

Authentication (COD Verification): 500 × PKR 1.52PKR 760

Utility (Order Updates): 1,500 × PKR 1.52PKR 2,280

Service (Cart Recovery): 300 × PKR 0FREE

Marketing (Campaigns): 200 × PKR 13.29PKR 2,658

Total Message Cost:PKR 5,698/month

💡 Smart Strategy: 300 cart recovery messages sent FREE within 24h service window, saving PKR 456/month!

The Results (After 6 Months)

-40%

COD Return Rate

Returns dropped from 45% to just 27% thanks to COD verification workflow eliminating fake orders.

+Rs 2.5L

Monthly Revenue

Recovered Rs 2.5 Lakh/month from abandoned cart campaigns using free service messages.

-60%

Support Calls

Automated responses reduced support calls from 200+/day to less than 80/day.

100%

Order Automation

Every order now gets automatic confirmation, tracking updates, and delivery notifications.

💰 Total Monthly Financial Impact

💵 Courier savings (40% fewer returns)+Rs 3.5 Lakh

🛒 Cart recovery revenue+Rs 2.5 Lakh

👨‍💼 Staff cost savings (1 support person freed)+Rs 75,000

💳 WAB2C subscription (Growth Plan)-Rs 13,500

💬 Message costs (500 orders/month)-Rs 5,698

🎉 Net Monthly Profit Increase:+Rs 5.86 Lakh

ROI Calculation: For a monthly investment of Rs 19,198 (platform + messages), Clifton Boutique gained Rs 5.86 Lakh in net profit - a 3,052% ROI! 🚀

"

WAB2C ne hamari business ko transform kar diya. Pehle har din 200+ support calls aati thi aur COD returns ka bohot nuqsan ho raha tha. Ab 80% queries automatically handle ho jati hain aur fake orders ka masla khatam ho gaya. Best decision for our ecommerce store!

Ayesha Khan

Owner & CEO, Clifton Boutique

Karachi, Pakistan

Key Takeaways for Fashion Ecommerce Stores

COD Verification is Essential

In Pakistan's COD-heavy market, verifying orders via WhatsApp before shipping can reduce returns by up to 40% and save lakhs in courier costs.

Use Free Service Window

Meta gives you 24 hours to send free service messages after customer interaction. Use this for cart recovery to maximize ROI.

Automation Scales Support

80% of customer queries are repetitive (tracking, sizing, returns). Automating these frees your team for complex issues and sales.

Track Everything

Monitor open rates, response rates, and conversion for each message template. Continuously optimize based on data.

Ready to Reduce Your COD Returns and Grow Sales?

Join 500+ Pakistani fashion stores using WAB2C to automate customer communication and boost revenue.

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How Clifton Boutique Reduced COD Returns by 40% with WhatsApp Automation