Unconfirmed orders that ship anyway
An order placed on the site without a phone confirmation has a high probability of being refused on delivery. The parcel leaves, comes back, and nobody has gained anything.
E-commerce in Marrakech, from COD to after-sales
You sell cash on delivery, you ship from Marrakech across the Kingdom, and a share of your parcels comes back. We automate order confirmation, carrier tracking and after-sales service.
Office in Marrakech, meetings in person, public pricing, invoicing in dirhams. Initial audit free of charge.
What is specific to Marrakech
Online retail here has a particularity: many shops sell what the city produces or gathers. Craft, decoration, argan-based cosmetics, textiles, regional produce. The customers, meanwhile, are all over Morocco, sometimes abroad.
That means shipping from Marrakech to Casablanca, Tangier or Agadir, with different carriers, varying lead times, and a customer paying on delivery. Every refused parcel comes back at your expense, carrying with it the time spent preparing it.
On top of that, after-sales is often handled by the same person as sales, on WhatsApp, between two order preparations. A customer with no news for two days refuses the parcel, or leaves a review that will cost more than the order.
What we see in shops here
The customer unreachable at delivery time
Incomplete number, vague address, customer out. The driver leaves with the parcel, and the follow up is done by hand, when someone thinks of it.
No view across carriers
Each carrier has its own interface and its own lead times. With no common view, nobody knows which parcels are dragging, nor which are coming back.
After-sales lives inside WhatsApp
Returns, exchanges, complaints, product questions. Everything arrives in the same thread as new orders, and the same person handles both.
What we automate, concretely
Everything between the order and the delivered parcel, which is where the margin of a cash-on-delivery shop is won or lost.
Automatic order confirmation
A message sent within minutes of the order, checking the address, the phone number and the intent to buy, before the parcel leaves. It is the most direct lever on returns.
Addresses checked before dispatch
Incomplete or inconsistent addresses flagged before the parcel goes out, not when the driver calls.
Carrier tracking in one place
Parcels in transit, those dragging, those coming back, gathered in a single view whatever the delivery company.
Customer updates during delivery
The customer notified at the key steps, with the option to reschedule. An informed customer refuses far less often.
After-sales separated from sales
Returns, exchanges and complaints handled in their own flow, with each case tracked, rather than drowned in the stream of new orders.
Abandoned cart follow up
A short reminder on the channel where the customer can actually be reached, rather than an email nobody opens.
The shops we work with
Craft and decoration
Rugs, lighting, pottery, furniture.
Cosmetics and regional produce
Argan, oils, soaps, spices.
Textiles and ready-to-wear
Local brands, handmade pieces.
Dropshipping brands
External supply, high turnover.
Shops with a physical store
Selling online and in store.
Marketplace sellers
Multiple presence, shared stock.
What we do not do
We do not touch your products, your prices or your communication. What makes people buy stays your work.
We do not promise to make returns disappear either. Cash on delivery implies an irreducible share of refusals: what can be worked on is the avoidable share, the one that comes from an unconfirmed order, a wrong address or a customer left without news.
Frequently asked questions
Can order confirmation really be automatic?
Largely. A message sent just after the order, checking the address and phone number and asking for an explicit confirmation, handles the majority of cases. Orders left unanswered or showing an inconsistency are escalated to your team, who call. So you call less, and on the right files.
How do we reduce the return rate on cash on delivery?
By acting before dispatch rather than after. Confirm the order, check the address, notify the customer at the delivery steps and let them reschedule. We have documented a client case on exactly this subject, with the figures before and after.
We sell on Instagram and on our site. Is that manageable?
Yes, and it is common here. The point is to bring every order into the same flow, whatever its origin, so that confirmation, dispatch and tracking are handled the same way.
Do we need to change e-commerce platform?
No. We start from what you use, an online shop or a simple order page. The subject is almost never the platform, it is what happens between the order and the delivery.
What does automation cost for an online shop?
Our public offers start at 999 MAD per month for the site and order intake, and at 3,499 MAD per month for the AI assistant and COD journey automation. The initial audit is free.
Related pages
- AI for e-commerce in Morocco, the national sector page
- Client results, including a COD shop whose return rate went from 30% to 9%
- AI agency in Marrakech, our local base and the other sectors
- AI agency in Morocco, how we work, all sectors
See what can be automated in your business
30 to 60 minutes, on site in Marrakech or remotely. You leave with an action plan, whether we work together or not.