Darija call scripts for COD order confirmation

A confirmation call lasts a couple of minutes, and the customer decides in the first few seconds whether to trust it. Agents who improvise lose that moment: they forget to mention the delivery fee, skip the landmark, or push a hesitant buyer into a “yes” that turns into a refusal at the door. Le Matin puts refusal at delivery between 20 and 40% for merchants, while more than 66% of orders in Morocco are still paid in cash when the parcel arrives. Every refused parcel is a round trip you pay for.

This guide gives you a full call script in Moroccan Darija: the opening, the checks rewritten as sentences an agent can actually say, answers to the objections agents hear every day, the closing, and the WhatsApp messages that go with the call. Each line is in Arabic script, followed by a Latin transliteration and its meaning, so a team lead who does not read Arabic script can still train agents with it. For the process around the call (when to call, how many attempts, which indicators to follow), read our guide to raising the confirmation rate.

Why the script is in Darija

The 2024 census settles the language question for most orders. In the figures the High Commission for Planning presented, as reported by Aujourd’hui le Maroc, 91.9% of people use Moroccan Darija: 96.3% in towns and 84.5% in rural areas. A script in Modern Standard Arabic sounds like an official letter; one in French loses part of your customers and sounds like a call centre abroad. Darija sounds like the shop down the street, which is what a buyer needs to hear before handing cash to a courier.

Darija is not the only language on the line. The same census counts 24.8% of the population using Amazigh, with Tachelhit at 14.2%, Tamazight at 7.4% and Tarifit at 3.2%. The cultural association AMREC disputes the method the HCP used and argues that Amazigh speakers in towns are undercounted, so read those shares as a floor. In practice:

• if someone on your team speaks Tachelhit, give them the orders from the Souss; a Tarifit speaker, the orders from the Rif;
• if the customer answers in French, switch to French without comment: the script is a tool, not a rule;
• keep the register respectful: si before a man’s name, lalla before a woman’s, and Allah ykhallik (please) whenever you ask for something.

How to use these scripts

A script read word for word sounds like a recording, and people hang up on recordings. Give agents the lines below as a frame and let them say them in their own voice. Five rules keep the frame useful:

1. Fill the brackets before dialling. Name, product, price, city and delay come from the order screen. An agent who searches for the price mid-call sounds unsure of it.
2. One question at a time. Ask, wait, write the answer down, then move on. Three questions in one breath get one answer.
3. Read back what you hear. When the customer dictates an address, repeat it. A wrong street name is caught here or not at all.
4. Promise only what the carrier does. If your carrier does not let customers open the parcel before paying, no agent may say otherwise to save a sale.
5. Record the outcome as a fixed status. Confirmed, call back at a set time, wrong number, cancelled by the customer, suspected fake: free-text notes cannot be counted later.

Placeholders are written in Arabic between square brackets: [السمية] is the customer’s name, [المنتج] the product, [الثمن] the price, [المدة] the delivery delay. Agents replace them; they never read them aloud.

The opening

The opening has a single job: say who is calling and why, before the customer decides this is a sales call. Name, shop and product all belong in the first two sentences.

• «السلام عليكم، واش معايا السي [السمية]؟» (Salam alikoum, wach m3aya si [name]?): Hello, am I speaking with Mr [name]? For a woman, say lalla instead of si.
• «أنا [سمية الوكيل] من [سمية المتجر]. كنعيط ليك على الطلبية ديال [المنتج] اللي درتي عندنا.» (Ana [agent] men [shop]. Kan3ayyet lik 3la talabiya dyal [product] lli derti 3andna.): I’m [agent] from [shop]. I’m calling about the [product] you ordered from us.
• «واش عندك دقيقة باش نأكدو معاك الطلبية؟» (Wach 3andek dqiqa bach n2akkdo m3ak talabiya?): Do you have a minute so we can confirm the order together?

Two situations come up often enough to deserve their own lines. When the customer is busy, fix a time instead of accepting a vague “later”:

• «ماشي مشكل. فوقاش يناسبك نعاود نعيط ليك؟» (Machi mochkil. Fouqach ynasbek n3awed n3ayyet lik?): No problem. When would suit you for me to call back?

When someone else picks up, or the order was placed for a relative, get the right person’s name and number instead of confirming with whoever answered:

• «سمح ليا. واش [السمية] كاين معاك؟ ولا عطيني وقت نعيط ليه فيه.» (Smeh lia. Wach [name] kayn m3ak? Wla 3tini waqt n3ayyet lih fih.): Sorry. Is [name] there with you? Otherwise, tell me when I can reach them.
• «الطلبية ليك ولا لشي حد آخر؟ إلا كانت لشي حد، عطيني سميتو ونمرتو باش يتاصل بيه الموزع.» (Talabiya lik wla lchi hedd akhor? Ila kant lchi hedd, 3tini smitou w nemrtou bach yttasel bih lmowazzi3.): Is the order for you or for someone else? If it is for someone else, give me their name and number so the courier can call them.

The checks, turned into sentences

Every check in a confirmation call answers one question: what could make this parcel come back? The lines follow the order in which a customer thinks about a purchase: the product first, then the price, then where and when.

Product, size, colour and quantity. Read the order back as a list, then ask an open question. “Is that right?” gets an automatic yes; “is this what you wanted?” makes people think.

• «غادي نعاود معاك الطلبية: [المنتج]، اللون [اللون]، القياس [القياس]، والعدد [العدد]. هادشي هو اللي بغيتي؟» (Ghadi n3awed m3ak talabiya: [product], llon [colour], lqiyas [size], w l3adad [quantity]. Hadchi howa lli bghiti?): Let me go over your order: product, colour, size and quantity. Is this what you wanted?
• «واش متأكد من القياس؟ إلا بغيتي نبدلوه، نقدرو دابا قبل ما تخرج السلعة.» (Wach mt2akked mn lqiyas? Ila bghiti nbeddlouh, nqedro daba qbel ma tkhrej sel3a.): Are you sure of the size? If you want to change it, we can do it now, before the parcel leaves.

The full price. Say the total with delivery included, and say that payment happens at the door. A customer surprised by the amount the courier asks for is a customer who refuses.

• «الثمن كامل مع التوصيل هو [الثمن] درهم، وكتخلص غير ملي توصلك السلعة.» (Taman kamel m3a ttawsil howa [price] dirham, w katkhelles ghir mlli twaslek sel3a.): The full price with delivery is [price] dirhams, and you pay only when the parcel reaches you.

The address and a landmark. Couriers find doors through landmarks. Ask for one explicitly; customers rarely volunteer it.

• «عطيني العنوان بالضبط: المدينة، الحي، الزنقة ورقم الدار.» (3tini l3onwan bdabt: lmdina, l7ay, zzenqa w raqm ddar.): Give me the exact address: city, neighbourhood, street and house number.
• «شنو أقرب بلاصة معروفة حداك؟ جامع، مدرسة، فرمسيان ولا حانوت معروف؟» (Chnou aqrab blasa ma3roufa 7dak? Jame3, madrasa, farmasyan wla 7anout ma3rouf?): What is the nearest well-known place? A mosque, a school, a pharmacy, a shop everyone knows?

Timing and a second number. Announce the carrier’s usual delay for that city and make sure someone will be there to receive the parcel.

• «السلعة غادي توصلك فـ[المدة]. واش غادي تكون فالدار ولا فالخدمة فهاد الوقت؟» (Sel3a ghadi twaslek f [delay]. Wach ghadi tkoun f ddar wla f lkhedma f had lwaqt?): The parcel will reach you in [delay]. Will you be at home or at work then?
• «واش عندك شي نمرة أخرى، إلا ما قدرش الموزع يتاصل بيك فهادي؟» (Wach 3andek chi nemra okhra, ila ma qderch lmowazzi3 yttasel bik f hadi?): Do you have another number, in case the courier cannot reach you on this one?

Answering objections without forcing a yes

Objections are information. A customer who says the price is high is telling you what would make them refuse at the door, and it is far cheaper to hear it now. The table lists the phrases agents hear most often and an answer that keeps the order honest.

Three rules sit behind these answers. Never invent a discount the shop has not approved: an agent who negotiates alone creates prices nobody can honour. Never argue with “I didn’t order anything”: cancel, then mark the order as a suspected fake so the ad that brought it can be judged. And a customer who hesitates twice after a real answer is cancelled or rescheduled, not pushed a third time, because a forced yes is the most expensive kind of order.

When the customer asks about returns, the agent states the shop’s policy exactly and does not deny the law. Article 36 of law 31-08, as a legal column in Aujourd’hui le Maroc explains, gives a distance buyer a right of withdrawal within seven days of the transaction, whether or not the parcel has arrived.

The closing and the written recap

End with a recap the customer can say yes to in one word. A “yes” given to a summary of product, price, city and delay is a firmer commitment than an “okay” at the start of the call.

• «باش نكونو متافقين: [المنتج] بـ[الثمن] درهم، غادي يوصلك لـ[المدينة] فـ[المدة]. نأكدو؟» (Bach nkouno mtafqin: [product] b [price] dirham, ghadi ywaslek l [city] f [delay]. N2akkdo?): So we agree: [product] at [price] dirhams, delivered to [city] in [delay]. Shall we confirm?
• «شكرا بزاف. دابا غادي نصيفط ليك ميساج فالواتساب فيه الطلبية والثمن والعنوان، ورقمنا إلا احتاجيتي شي حاجة.» (Choukran bezzaf. Daba ghadi nsifet lik message f WhatsApp fih talabiya w taman w l3onwan, w raqmna ila 7tajiti chi 7aja.): Thank you very much. I’ll now send you a WhatsApp message with the order, the price, the address and our number in case you need anything.
• «الله يخليك جاوب الموزع ملي يعيط ليك. نهارك مبروك!» (Allah ykhallik jaweb lmowazzi3 mlli y3ayyet lik. Nharek mabrouk!): Please answer the courier when he calls. Have a good day!

The written recap is not only a courtesy. Under article 32 of the consumer protection law, the buyer must receive certain information in writing or on another durable medium, at the latest at delivery: the price, the address where complaints can be made, the conditions for withdrawing, after-sales service and the phone numbers that take customer calls. If the seller fails to confirm it in writing, the withdrawal period stretches to thirty days instead of seven. A message sent right after the call is the simplest way to put those points in writing; ask a lawyer whether your format meets the requirement in your case.

Here is a recap template in Darija:

• «تأكدات الطلبية ديالك: [المنتج]، [الثمن] درهم مع التوصيل، [العنوان]. غادي توصلك فـ[المدة]. إلا بغيتي تبدل شي حاجة ولا عندك شي مشكل، عيط على [الرقم].» Your order is confirmed: product, price with delivery, address. It will reach you in [delay]. If you want to change anything or have a problem, call [number].

In the WhatsApp Business app, save this text as a quick reply, one of the shortcuts for messages you send often, and use labels to organise and filter conversations by status. Every agent then sends the same complete recap, not a hurried version typed from memory.

When the customer does not pick up

A missed call is not a refusal. Leave a short written message after the first failed attempt, so the customer knows who is calling before the next one:

• «السلام عليكم [السمية]، معاك [سمية المتجر]. عيطنا ليك على الطلبية ديال [المنتج]. جاوبنا هنا بـ"واخا" باش نأكدوها، ولا قول لينا فوقاش نعيطو ليك.» Hello [name], this is [shop]. We called you about your [product] order. Reply “wakha” here to confirm it, or tell us when to call you.

When you call back, refer to the earlier attempt so the call does not feel like a stranger’s:

• «السلام عليكم، أنا [سمية الوكيل] من [سمية المتجر]. عيطت ليك قبل على الطلبية ديال [المنتج]، وصيفطت ليك ميساج.» (Ana [agent] men [shop]. 3ayyet lik qbel 3la talabiya dyal [product], w sifetlek message.): I’m [agent] from [shop]. I called you earlier about your [product] order and sent you a message.

After the number of attempts you fixed in advance, close the order with a message that leaves the door open:

• «ما قدرناش نتاصلو بيك، داكشي علاش لغينا الطلبية ديال [المنتج]. إلا مازال باغيها، جاوبنا هنا ونعاودو نديروها ليك.» We couldn’t reach you, so we have cancelled your [product] order. If you still want it, reply here and we will place it again.

Keeping the script alive

A script is a draft that the calls correct. Once a week, listen to a handful of calls per agent, the confirmed ones that were refused at the door above all, and look for the line that should have caught the problem. A refusal for “wrong size” means the size line is read too fast; a refusal for “I wasn’t home” means the timing line is missing. Our guide on reducing the COD return rate shows how to sort refusals by reason.

Train new agents with role play before they take real calls: one plays the customer and uses the objections from the table, the other answers with the script. Swap after each round. Ten minutes of this is worth more than a page of rules, and it teaches agents to sound natural with lines they did not write.

If you record calls for training, say so at the start of the call, for example: «المكالمة يمكن تكون مسجلة باش نحسنو الخدمة.» (The call may be recorded so we can improve our service.) A recording contains personal data, which law 09-08 protects; check your obligations before you start.

Running these scripts in Cashod

Cashod includes a call center where agents confirm COD orders by phone, so the script, the order and the status the agent records all sit on the same screen. Cashod can also confirm orders over WhatsApp, including with an AI agent: see WhatsApp confirmation. One Cashod account can manage several stores, and Cashod tracks returned parcels, with each carrier’s delivery and return fees set per city, so you can see which confirmed orders still came back.

Teams that run confirmation for several brands will find more on our page for call centers. Whatever the tool, the method holds: speak the customer’s language, check everything that can sink the delivery, put it in writing, and listen to the calls that went wrong.