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A guide to proof of delivery

Picture this: Two people in the same apartment complex order delivery. One buys several extra-large bags of dog food and the other orders a refill of their prescriptions.

A delivery person picks up both items and encounters different scenarios at drop-off. For the dog owner, the delivery person is prompted to take a picture of the food bags in the apartment building’s lobby. For the second person, the delivery person is prompted to check the customer’s ID before handing them the prescriptions. In both cases, the delivery person performs a proof of delivery (POD) action.

With today’s customers expecting seamless, on-demand delivery across ordering channels, proof of delivery is a critical way to help make sure the experience is successful. This article will explore the basics of POD: the many forms it can take, the specific compliance issues it addresses and how it can foster trust among customers.

In this article:

What is proof of delivery (POD)?

POD is an electronic verification task for high-value or restricted deliveries, confirming that the items have reached the intended customer correctly and securely. Proof of delivery provides ways for businesses to safeguard the end-to-end experience. Some of these safeguards may include:

Mitigating product theft or fraud
Providing supporting evidence to resolve customer disputes
Demonstrating compliance with regulatory requirements, such as verifying that a customer is of age when receiving a delivery order for alcohol, tobacco products or prescriptions

While POD actions can be used across ordering channels, they’re especially important for businesses that facilitate deliveries from their own sales channels (like their website or app), as these are a direct reflection of their brand.

The different types of proof of delivery

POD can take many forms. Each is suited to certain types of goods and delivery scenarios.

To help customers locate leave-at-door orders

Photos

This method provides visual confirmation that an order was delivered to the correct address and in good condition.

To help prevent fraudulent claims of non-received orders

PINs

Once a customer places an order, the company can send them a unique code, or PIN (personal identification number), that the delivery person must confirm and enter at the drop-off point. This is considered a default form of POD for risky trips, as it’s one of the most fraud-proof.

Electronic signatures

Customers are required to sign for the delivery by providing a finger scribble on the delivery person’s phone. Similar to PINs, electronic signatures can help reduce claims of non-received orders, but they can potentially leave a business slightly more exposed to fraud.

To avoid consequential order errors

Barcodes

Delivery people are required to perform a scanning action at the pick-up and drop-off points to verify that they’re handling the correct item. This option provides transparency and oversight over deliveries, especially for restricted goods like alcohol, tobacco and prescriptions; goods, like groceries, that are prone to mix-ups; or expensive merchandise like technology products.

IDs

For restricted items like alcohol, prescriptions, and tobacco products, businesses are required to verify a customer’s age at dropoff to ensure compliance with local and federal regulations. With this form of POD, a delivery person will often be prompted to scan a valid form of ID before completing the delivery.

Best practices for implementing proof of delivery

While POD is beneficial, businesses should limit usage as much as possible – and choose only one form of POD (versus multiple) when doing so. These required actions can introduce more room for error during drop-off and can potentially degrade the customer experience in the process. Consider enabling POD actions only for these two delivery scenarios:

Scenario 1

High-value and restricted items

Implement POD for orders involving high-value items and restricted items such as alcohol and tobacco. This helps ensure that deliveries are secure, while also reducing the risk of loss, dispute or regulatory noncompliance.

Scenario 2

Specific customer profiles

Consider enabling POD for customers who are placing an order for the first time or for customers who have a high volume of reported refund cases.

Who benefits from proof of delivery?

POD can benefit everyone involved in the end-to-end delivery experience: business owners and operators, delivery people, and customers.

Business owners and operators

The potential benefits of POD for businesses are twofold. On one hand, these actions can enhance operating procedures, with delivery documentation helping to reduce the risk of fraudulent claims and maintain regulatory compliance. On the other hand, POD can help improve customer service by addressing delivery-related enquiries and complaints in a timely fashion with relevant information.

Delivery people

The POD actions couriers take at pick-up and drop-off points can help them remain accountable for the deliveries they perform. If a mishap occurs after a delivery (for example, a package is stolen for a leave-at-door order), POD can provide evidence that a delivery person isn’t at fault.

Customers

For customers, POD can create peace of mind. Knowing that there’s a system to confirm that orders will be delivered as promised can help reduce apprehension while the items are in transit. Even in the event of a missing or damaged item, customers can use POD to resolve these concerns – contributing to a more predictable, satisfactory delivery experience.

Why businesses should choose proof of delivery

By implementing POD, businesses can help make their delivery process more reliable and transparent. This can benefit businesses in many ways, three of which include:

Enhancing customer trust

Knowing that an order has been delivered correctly and on time can increase a customer’s confidence in a business’s ability to provide a quality delivery experience, especially for high-value and restricted items. This can be vital in order to meet customer expectations: Research from Verte in 2022 found that 90% of customers actively track their packages after placing their order, while a study from DispatchTrack in 2022 found that half of consumers blame negative delivery experiences on a lack of communication.

Reducing disputes and returns

Providing clear, transactional evidence of delivery can help save a support team’s time and resources. This source of proof also helps businesses address customer disputes more easily.

Streamlining operations

Businesses can use POD insights to inform operational improvements. For example, if photo evidence shows products repeatedly getting damaged in transit, it may lead to packaging improvements and clearer instructions to delivery people for proper handling.

How to offer proof of delivery with Uber

POD can be a critical component of the delivery experience. Providing proof that an order was delivered correctly gives companies peace of mind while upholding their reputation among its customers – especially when orders are placed directly with a business (versus through a third-party app).

This is where Uber Direct comes in. This solution allows businesses to connect with Uber’s expansive courier network for local orders placed on their own sales channels. In addition to offering flexible delivery speeds for customers, businesses can also choose among multiple types of POD to ensure that high-value or restricted deliveries are executed seamlessly.

By enabling POD actions through Uber’s platform, businesses can stay on top of the last-mile journey and help ensure more efficient, reliable and trustworthy deliveries. If you’re ready to enhance local delivery from your own sales channels, check out Uber Direct.