BECO is a fast-growing Indian D2C brand building sustainable alternatives across home care and personal hygiene. The brand operates on Shopify, with Unicommerce managing fulfillment across India.

Over the past month alone, BECO processed 34,000+ orders, with a large share of purchases coming through Cash on Delivery (COD).

Like most Indian e-commerce brands, BECO relies on COD to drive reach and conversion. COD increases order volume, but if left unmanaged, it can quietly erode margins through Return-to-Origin (RTO) shipments. As BECO scaled, that leakage became visible.

The Real Problem

Before implementing SagePilot, BECO’s COD order flow relied on automatic dispatch with partial manual confirmation.

While COD helped maximize order volume, a meaningful percentage of these orders were being returned because customers:

• Changed their mind

• Were unavailable at delivery

• Refused the parcel

Each RTO shipment created multiple cost layers:

• Forward shipping cost

• Reverse logistics cost

• Warehouse handling

• Inventory delays

Confirmation depended on manual outbound calling and messaging, which was inconsistent and difficult to scale. During high-volume periods, many orders were shipped without verification. This meant that by the time a parcel returned, the cost had already been incurred.

As BECO continued to grow, the team realised they needed a way to validate COD intent before dispatch, without restricting COD or expanding the support team.

How SagePilot Helped

SagePilot deployed an AI customer support employee that now manages BECO’s customer lifecycle, from pre-purchase queries to post-delivery support.

Integrated directly with Shopify and Unicommerce, the AI executes operational workflows automatically across multiple systems.

1. COD Order Confirmation

Every COD order now triggers an automated confirmation flow.

Customers confirm delivery intent and address details before dispatch.

If a customer does not confirm, the order is paused or cancelled automatically, preventing unverified orders from entering the logistics pipeline.

This change alone led to a 3X reduction in COD RTO losses.

2. Automated Order Cancellations & Address Changes

Previously, cancellations and address changes required agents to manually check both Shopify and the warehouse system.

SagePilot now automates the entire process by:

• Verifying payment type and order status

• Checking fulfillment stage across systems

• Executing eligible cancellations instantly

• Updating addresses when orders are still editable

This eliminated repetitive manual work and prevented avoidable RTO shipments.

3. Automated Customer Support Workflows

In addition to COD confirmation, SagePilot automated several high-volume support tasks:

• Instant order tracking
  Customers receive real-time tracking updates while the AI detects delivery issues like RTO, lost shipments, or failed deliveries.

• Evidence-first support escalation
  For damaged or missing items, SagePilot collects photos, package labels, and unboxing videos before escalating cases.

• AI-powered product recommendations
  The system understands customer needs and recommends relevant products with purchase links.

• Multilingual customer support
  Customers interact in Hindi, Tamil, English, and other languages while internal notes remain standardized.

The Results

Within weeks of implementing SagePilot, BECO achieved measurable improvements across operations, customer support, and revenue.

Operational Efficiency

• 20,996 tickets handled automatically

• 94% support deflection rate

• 20,291 tickets resolved by AI over a month

• 8-second average response time

Customer Experience

• 93,000+ automated replies delivered

• 4.58 inferred CSAT

Revenue Impact

• 4.2% in AI-attributed revenue

• 7.4% orders driven through AI conversations over a month

Most importantly: 3X Reduction in COD RTO Losses while keeping COD available for customers.

Why This Matters

If you are running a D2C brand in India, you already understand this dynamic:

• COD drives top line.

• RTO erodes bottom line.

Most brands react by tightening COD eligibility or building larger confirmation teams. Both approaches create friction or cost. A confirmation layer before dispatch changes the economics entirely. You are no longer reducing orders. You are filtering risk.

The Way Forward

With SagePilot in place, BECO no longer has to worry about COD orders quietly turning into logistics losses as the brand scales. Orders are validated before dispatch, operational queries are handled instantly, and high-volume support workflows run automatically.

What once required manual confirmation calls and system checks is now managed by SagePilot’s AI employee across Shopify and Unicommerce. As order volume grows, the system scales with it, preventing avoidable RTO while improving customer experience.

For BECO, support is no longer reactive overhead. It is operational infrastructure that protects margins and enables growth.