How to Configure WhatsApp OTP Verification for COD Orders

In many mobile-first international markets—including India, the Middle East, Latin America, and Southeast Asia—shoppers check WhatsApp far more frequently than email. Offering WhatsApp OTP verification ensures instant code delivery, higher checkout conversion rates, and guaranteed mobile number ownership before a Cash on Delivery order is placed.

With Rivio COD & Partial Payments, you can enable WhatsApp verification alongside or as an alternative to email verification in just a few clicks.

In this guide, you will learn how to turn on WhatsApp verification, understand how message delivery rates work, and test the customer verification flow using your own phone.

Before You Begin

Before setting up WhatsApp OTP verification, ensure that:

• Rivio COD & Partial Payments is installed and the theme app embed is active.
• You have reviewed the per-delivered WhatsApp message rate for your store's country.

Step-by-Step Instructions

1. From your Shopify admin, open Apps → Rivio COD & Partial Payments.
2. Go to Features → COD verification (or navigate to Features and click Manage on the COD verification card).
3. Scroll down to the Verification section.
4. Under Verification channel, check the box labeled WhatsApp.

1. *(Optional)* In the Verified order tag field, confirm your tag (default: verified).
2. Scroll down and click Save in the top-right corner.

Step 2: Approving Message Usage Charges in Shopify

Because WhatsApp messages are dispatched over Meta's official WhatsApp Business Platform, message charges are billed directly through Shopify App Usage Charges:

1. In the navigation sidebar, click Pricing (or go to Customer messages).
2. Under Message charges, click the button labeled Approve message charges.

1. Shopify’s standard billing approval screen will appear. Confirm the monthly usage ceiling (capped at $2,000 to protect your store).
2. Click Approve.

Step 3: Test with the Phone Simulator

1. Navigate to Customer messages in your app navigation.
2. Scroll down to the card titled See it on your phone.
3. Enter your personal mobile number including the international country code (for example: +1 for USA, +91 for India, +44 for UK).
4. Click Send sample message.
5. Check your WhatsApp app to see the official verified template delivered in real time!

Configuration Settings & Options

Example Scenario

Slashing RTO Returns by 45% in the UAE

An electronics merchant based in Dubai experienced a 30% return rate on Cash on Delivery orders, with couriers frequently reporting "customer unreachable" or "wrong phone number." By enabling WhatsApp OTP verification, buyers verified their active WhatsApp number prior to checkout. Delivery drivers were able to message buyers directly on delivery day, slashing return rates from 30% down to under 12%.

Important Notes & Limitations

Troubleshooting

Customers do not receive the WhatsApp OTP code

• Possible Cause: The customer forgot to include their international country dial code, or your monthly Shopify usage ceiling was reached.
• How to Fix:

1. The Rivio popup automatically pre-fills the country code based on the shopper's location; verify that the flag icon matches their region.
2. Check Pricing in your admin to confirm that message charges have been approved in Shopify.

Related Guides

• How to Require Email OTP Verification for COD Orders
• Understanding Message Delivery Charges and Shopify Usage Limits
• Rivio COD Pricing Plans and Per-Message Rates Explained

Need Help?

Have questions about WhatsApp OTP setup or country delivery rates? Contact our specialists!

• Email: Contact our messaging team at support@rivioapps.com
• Help Center: Explore all messaging guides in the Rivio COD Knowledge Base