Spain Automat: How We Reduced Order Cancellations and Improved Retention Using Dondy

Running a cash-on-delivery (cod) business in Spain means you need to verify every single order before shipping. For a while, we were handling this manually - calling or messaging customers one by one to confirm orders. It took a lot of time, and we still had many unconfirmed or fake orders slipping through. We knew we needed a better system.

That’s when we found Dondy.

After setting up a WhatsApp Business account, we used Dondy to automate our order confirmation process. Every customer who places an order now gets an automatic WhatsApp message with their order details and two clear buttons: “Confirm” or “Cancel.” It’s simple for the customer, and it gives us real-time visibility into which orders are valid.

COD WhatsApp message

Since implementing this, we’ve seen a 35% drop in unconfirmed or failed orders. It’s also made our internal process much more efficient-what used to take hours of manual work now happens automatically in seconds.

What really stood out to us was the support from Dondy’s team. Anytime we had a question or needed help setting something up, they were quick to respond and always found a solution. That level of support made a big difference for us.

We also started using Dondy for our marketing campaigns-targeting customers who abandoned carts, sending follow-up messages after a purchase, and offering upsells. These campaigns are now a key part of our strategy. Over the last three months, we’ve seen a 27% increase in repeat purchases and a 4.8x return on what we’ve spent on these messages.

Another feature we rely on is the ability to chat directly with customers from the same order confirmation thread. If a customer has a question or wants to make a change, we can respond right away without switching tools or losing context. It keeps things clear and saves time for both sides.

Dondy helped us turn WhatsApp into a reliable part of our operations and marketing. It solved real problems for us, and we’re continuing to build on it as we grow.