COD Policy

📌 Overview & Purpose

Cash on Delivery (“COD”) is a payment option where an eligible customer pays the order amount to the authorized delivery partner at the time of delivery. CapHanu Enterprise may offer COD for selected products, sellers, pincodes, customers, order values, and categories to provide convenience to customers who prefer paying after receiving the parcel.

COD is a conditional facility and not a guaranteed right. CapHanu Enterprise may enable, disable, restrict, pause, or remove COD for specific orders, accounts, products, pincodes, sellers, categories, high-risk transactions, or operational reasons.

💵 What COD Covers

COD may be available for selected physical goods where courier partners support cash collection at the delivery location. COD may not be available for all products or all users.

📍 COD Availability & Eligibility

COD availability may be checked during checkout based on product, pincode, seller, delivery address, customer account, cart value, courier partner, fraud/risk score, and platform rules.

• COD may not be available for all pincodes, remote locations, high-risk locations, or non-serviceable areas.
• COD may be disabled for digital products, downloadable products, gift cards, vouchers, custom products, made-to-order items, B2B/wholesale orders, high-value products, restricted products, or special procurement items.
• COD may be unavailable where seller does not support COD or courier partner does not provide cash collection.
• COD may be restricted for accounts with repeated refused deliveries, fake orders, wrong address, unreachable phone, excessive cancellations, or suspicious activity.
• CapHanu Enterprise may require prepaid payment for certain orders even if COD was previously available to the same customer.
• COD availability shown in cart may change before order confirmation due to stock, seller, pincode, account, or courier updates.

📲 COD Order Verification

COD orders may require verification to reduce fake orders, wrong address, courier loss, seller loss, and customer inconvenience.

• Customer may need to verify mobile number through OTP before COD order confirmation.
• Support or automated system may contact customer for high-value, suspicious, bulk, or unusual COD orders.
• Address, pincode, landmark, name, phone number, and delivery availability may be verified.
• CapHanu Enterprise may cancel COD order if verification fails, phone is unreachable, address appears incomplete, or order appears fake.
• Customer must provide accurate delivery address and reachable mobile number.
• Changing delivery address after dispatch may not be possible and may lead to cancellation/RTO.

🧾 COD Charges, Handling Fees & Final Payable Amount

COD orders may include COD handling charge, cash collection fee, shipping charge, packaging charge, platform fee, seller charge, or other applicable charges shown before order confirmation. Charges may vary by product, pincode, cart value, seller, courier, campaign, and platform rules.

The amount shown as payable at checkout/order confirmation is the amount the customer should pay at delivery, unless the order is officially modified or partially cancelled before dispatch.

🚚 Payment at Delivery

Customer must pay the exact order payable amount to the authorized courier/delivery partner at the time of delivery. The delivery partner may collect cash and, where supported, may provide QR/UPI collection options approved by the courier system.

• Pay only the amount shown on the order/invoice/delivery collection screen.
• Do not pay extra charges to courier unless they are clearly part of official order payable amount.
• Keep exact cash ready where possible, as courier may not always have change.
• Ask for delivery confirmation or check order status after paying and receiving parcel.
• Do not make advance payment to a personal number or unknown UPI ID claiming to be courier/support.
• Do not share OTP before verifying that the parcel is for your order and delivery process is genuine.

If courier asks for more than the official payable amount, customer should not pay extra and should immediately report the issue to CapHanu Enterprise support with order ID and courier details.

📦 Open Delivery, Inspection & Package Condition

COD does not automatically mean open delivery. Open box delivery or inspection before payment is available only if the order/courier/product specifically supports it and the delivery partner allows it under official process.

• Customer should check package condition before accepting delivery.
• If package appears tampered, heavily damaged, leaked, or suspicious, customer should take photos/video and contact support.
• Do not force courier to open parcel if open delivery is not supported for that shipment.
• After accepting parcel and paying COD, return/replacement/refund will follow normal return/refund policy.
• Unboxing video is recommended for high-value, fragile, electronics, custom, or dispute-prone products.

🔁 COD Refusal, Cancellation & RTO

Refusing a genuine COD order at delivery or being repeatedly unavailable causes Return to Origin (RTO), courier cost, seller loss, platform loss, stock delay, and inconvenience to genuine customers. CapHanu Enterprise may track COD refusal and take action against misuse.

If the customer no longer wants the order, they should cancel from account/support before dispatch if cancellation is allowed. Refusing after dispatch may affect future COD eligibility.

💸 Returns, Refunds & Replacement for COD Orders

COD orders are eligible for return, refund, replacement, or warranty only according to product-specific policy, return window, seller terms, and platform rules. COD payment mode does not automatically create extra return rights.

• If a COD order is returned and refund is approved, refund may be processed through bank transfer, UPI refund, wallet credit, store credit, or another approved refund mode.
• Customer may need to provide correct bank/UPI details and account verification for COD refund.
• Refund may be delayed if bank details are wrong, verification is pending, product inspection is pending, or fraud review is active.
• COD handling charges, shipping charges, convenience fees, or special handling fees may be non-refundable where policy and law allow.
• CapCoins, coupons, referral benefits, wallet credits, or promotional rewards linked to returned COD order may be reversed or adjusted.
• Refund is processed only after pickup, inspection, approval, and policy verification where applicable.

🧩 Partial Payment, Wallet, Coupon & CapCoin with COD

Some orders may allow partial use of wallet, coupons, CapCoins, gift credit, or promotional balance with remaining amount payable as COD. Such use depends on checkout rules and offer eligibility.

• Wallet/CapCoin/coupon usage may be limited or disabled for COD orders.
• If COD order is cancelled/RTO, used coupon/CapCoin/wallet restoration will follow Wallet & CapCoin Policy and Offers Policy.
• If customer refuses COD order after using promotional benefits, such benefits may be reversed or restricted.
• Partial cancellation may change final COD payable amount before dispatch where system supports it.
• Customer should check final payable amount carefully before confirming the COD order.

🚫 Products Usually Excluded from COD

COD may not be available for certain products because of high risk, instant delivery, custom production, legal restrictions, seller terms, operational difficulty, or fraud prevention.

• Digital products, downloadable files, license keys, online access, courses, templates, and digital services.
• Custom, personalized, made-to-order, printed, engraved, stitched, specially manufactured, or customer-approved products.
• B2B, wholesale, bulk, corporate, institutional, special procurement, or quotation-based orders.
• High-value products, fragile products, jewellery, electronics, limited-stock products, or products requiring advance payment.
• Gift cards, vouchers, wallet top-ups, store credits, or non-physical benefits.
• Restricted products, compliance-sensitive products, or seller-excluded products.

🏪 Seller Impact of COD Orders

Marketplace sellers may be affected by COD refusal, RTO, courier charges, delayed cash remittance, customer unavailability, or fake orders. Seller payout for COD orders depends on courier cash collection confirmation, delivery status, return window, RTO status, and settlement rules.

• Seller payout may be delayed until COD amount is collected and reconciled.
• RTO, refused delivery, or fake COD order may affect seller settlement according to Seller Payout Policy.
• If seller causes COD failure by wrong dispatch, poor packaging, delayed dispatch, or incorrect product, seller may bear charges.
• Seller may choose to disable COD for selected products where platform allows.
• CapHanu Enterprise may analyze seller-level RTO patterns and customer-level refusal patterns separately.

🛡️ Fake COD Orders, Misuse & Account Restrictions

CapHanu Enterprise may monitor COD orders to prevent fake orders, prank orders, repeated refusal, wrong address misuse, bot orders, competitor misuse, coupon abuse, referral abuse, and delivery harassment.

• Creating COD orders without intention to pay or receive is prohibited.
• Using fake name, fake phone number, wrong address, temporary number, or someone else’s address without permission is prohibited.
• Repeated COD refusal, RTO, cancellation after dispatch, or unreachable phone may reduce account trust score.
• CapHanu Enterprise may convert account to prepaid-only mode or restrict COD for specific addresses/devices/payment methods.
• Fake COD orders linked to harassment, seller harm, courier harm, or fraud may lead to account suspension and legal action.
• Benefits such as coupons, CapCoins, referral rewards, wallet credits, or VIP privileges may be reversed for COD abuse.

🚛 Courier Conduct & Customer Safety

Delivery partners are expected to follow lawful and respectful delivery practices. Customers should also cooperate with reasonable delivery verification.

• Courier may call customer to confirm location, availability, or delivery OTP as per courier process.
• Customer should not abuse, threaten, or misbehave with delivery partner.
• Delivery partner should not demand extra money, unofficial tips, personal payment, or unrelated information.
• If delivery partner behaves improperly, demands extra money, marks false delivery attempt, or mishandles parcel, customer should report with order ID, AWB, date/time, and evidence.
• CapHanu Enterprise may coordinate with courier partner for investigation but may not directly control every action of external courier staff.

🔐 COD Security & Scam Protection

Customers should be careful of fake calls, fake payment links, fake refund messages, fake courier links, and phishing attempts related to COD orders.

• Do not share OTP, UPI PIN, card PIN, CVV, password, or bank details with anyone.
• Do not pay to unknown UPI links or QR codes claiming to confirm COD order.
• Do not click suspicious links asking for refund processing fee, delivery fee, or KYC to release COD parcel.
• Check order status only through official CapHanu Enterprise website/account or official courier tracking.
• Report suspicious calls, SMS, WhatsApp messages, payment links, or fake delivery claims immediately.

⚖️ COD Disputes & Support Process

Customers may raise COD disputes for wrong COD amount, courier extra charge demand, false delivery attempt, fake delivery, payment collected but order status wrong, damaged parcel refusal, refund issue, or COD restriction concern.

• Provide order ID, AWB/tracking number, delivery date/time, courier name/company, amount paid, photos/videos, and issue details.
• If extra amount was demanded, provide proof such as screenshot, call details, payment proof, or delivery partner information.
• If parcel was refused due to tampering/damage, provide photos/video and report immediately.
• COD refund disputes may require bank/UPI details and verification.
• Support may review courier records, delivery scans, call logs, payment collection status, seller records, and customer history.

🔄 COD Policy Updates

CapHanu Enterprise may update this COD Policy due to courier partner rules, payment rules, RTO patterns, fraud prevention, seller marketplace changes, product category changes, pincode serviceability, business needs, or platform improvements.

Updated versions will be published on this page with the latest update date. Continued use of COD service after updates means the customer acknowledges the revised COD Policy.

📩 Contact & COD Support

For COD order verification, COD availability, COD charges, refused delivery dispute, RTO issue, courier extra charge, COD refund, wrong payable amount, fake COD order concern, or COD restriction clarification, contact official CapHanu Enterprise support channels with complete details.

Please do not share OTP, password, UPI PIN, card PIN, CVV, full card number, or bank password. Use only official CapHanu Enterprise support channels for COD help.