Proof of delivery and failed deliveries

Proof of delivery (POD) captures evidence that a stop was completed. Failed delivery records why it wasn’t.

Proof of delivery (POD)

Your business configures POD as:

• Mode: Disabled · Behavior: Deliver without photo/signature prompts

• Mode: Optional · Behavior: Prompts appear; you can skip

• Mode: Required · Behavior: You must complete the configured steps before the order can be marked delivered

What you may be asked for

• Signature — customer or recipient signs on device

• Photo — package at door, handoff, etc. (camera permission required)

• Notes — apartment number, left with neighbor, etc.

Complete the modal carefully—dispatch and compliance teams use these records later.

Owners/Administrators set POD rules in driver-app / business settings. Dispatch managers cannot change those rules but can see outcomes on orders.

Mark delivered

1. Arrive at dropoff and update status as your workflow requires (Arrived, then Delivered).

2. If POD is enabled, finish signature/photo/notes.

3. Confirm. The order shows Delivered on the board and tracking page.

Could not deliver (failed)

If you cannot complete the stop:

1. Choose Could not deliver / failed flow in the app.

2. Pick a reason, for example:

• Not home / no answer

• Customer unavailable

• Wrong address

• Access problem (gate, buzzer, locked building)

• Refused

• Other

1. Add notes that help the next attempt.

2. Submit. Status becomes Failed.

Some flows also allow reschedule—use that when the customer agrees on a new window and your business supports it from the app or tracking page.

Dispatch follow-up

After a failure, dispatch typically:

• Contacts the customer

• Creates a redrop / new attempt

• Reassigns or re-routes

Customers may see failure state on the tracking page and, when allowed, request a reschedule.

Tips

• Photo in good light; include the address number when safe.

• Don’t mark delivered early to “clear the queue”—that breaks SLA and customer trust.

• Use consistent failure reasons so reports stay meaningful.

Next steps

• On duty and location tracking

• Creating and managing orders