Last-mile delivery is the supply chain stage that ecommerce brands have the least control over. But even when a package is out of your hands and into the carrier’s, it doesn’t mean your duty of care is over.
Customers will still hold your brand accountable for ensuring a smooth, timely delivery. To help protect themselves against issues like lost packages, incorrect addresses, and missed deliveries, many ecommerce businesses rely on proof of delivery (POD) documentation.
This article explores what proof of delivery is, why it’s important, and what it looks like. We’ll also share the different types of POD confirmations, and how an expert partner can help you achieve peace of mind with your deliveries.
What is proof of delivery (POD)?
Proof of delivery (or POD) is a receipt or document proving that the package has been handed over to the intended recipient at the correct delivery address.
POD documentation typically contains essential delivery information such as the recipient’s name, signature, and time and date of delivery. It may also include additional details, like the delivery driver’s name.
A POD document serves as tangible evidence that the delivery has been completed and ensures accountability in the delivery management process.
Why is proof of delivery vital (to ecommerce businesses)?
Proof of delivery is an important shipping document that allows ecommerce to effectively manage their last-mile delivery, as it helps them manage their relationships with customers and third-party carriers alike in a few different ways.
Protect against disputes
A POD is a legal document, and protects businesses against disputes where customers claim that they haven’t received the package. In the case of false claims, businesses can use these documents to prove that they held up their end of the bargain, which saves them from serious legal troubles and reputational risks. It ensures that the correct party is held accountable so that the issue can be effectively resolved.
Ensure customer protection
Alternatively, if a customer truly has not received their package, the POD makes it easier to investigate the cause of this discrepancy. Whether it was delivered to the wrong address or stolen from the customer’s doorstep, the document serves as proof to hold the delivery service accountable and protects customers from financial loss. This is particularly important for businesses that outsource last-mile delivery to a third-party shipping carrier.
As a result, a POD document gives customers peace of mind to buy from you, as they know there’s a robust system in place to track deliveries. It gives them assurance that even if they face an issue in the delivery process, you’ll be able to help them resolve it.
Better carrier accountability
Having to document proof of delivery ensures that your carrier partners are accountable for the deliveries made on your behalf. This helps you keep track of their performance while keeping your business protected from any failures or mistakes made on their end.
As such, proof of delivery documents are vital for managing your relationships with carrier partners. It helps you hold them accountable for incorrect deliveries, lost items, and damaged products for which you are not at fault.
Improve delivery tracking
POD documents help you maintain a reliable system for tracking and managing your deliveries. This helps improve your order tracking process, since you have a clear record of all your deliveries.
It also allows you to streamline your inventory management, as you can effectively update your records as new customer orders are delivered or undelivered items are returned. In particular, digital POD systems help to speed up the process by reducing the need for manual entry.
Enhance customer experience
When you have a reliable system in place to keep track of your deliveries, it ensures that your customers get their orders. Carriers will feel more compelled to make a successful and timely delivery when they’re required to record proof of delivery.
Additionally, digital POD systems make it easy for carriers to update delivery status in real time, which enhances transparency and keeps customers in the loop. This helps to enhance the delivery experience and improve customer satisfaction.
What does a proof of delivery document look like?
A proof of delivery document contains all the information needed to make a successful delivery. The exact contents may vary from one delivery company to another, but POD documents typically contain the:
- Recipient’s name
- Delivery address
- Tracking number
- Recipient’s signature or photograph of the delivered order
- Carrier name
- Delivery date and time
- Customer order details (item description, order number, etc.)
- Item quantity and weight
- Shipping details (shipping method)
- Barcode or QR code for shipment tracking
Here’s a proof of delivery example from USPS:
Source: USPS
3 types of proof of delivery confirmation
Businesses can choose from three different types of proof of delivery confirmation.
1. Paper-based (traditional) POD
Traditional proof of delivery receipts are physical documents, like a signed form or a paper receipt. The shipper signs the form when sending out the package, while the consignee signs upon delivery.
Paper PODs can be time-consuming to manage and are prone to loss and errors (since they involve paper documents and manual data entry). However, they’re still commonly used, especially in industries where physical signatures are required by law.
2. Digital (electronic) POD
Many delivery companies have transitioned to a digital proof of delivery system. Electronic proof of delivery (or ePOD) systems use barcodes, QR codes, and scanners to automatically capture and track data.
The driver uses a mobile app or a scanner to scan the code on the package upon delivery. The electronic POD system then automatically registers the package as delivered, which streamlines the process and allows for a greater level of accuracy.
3. Photo and e-signature POD
One of the latest POD systems uses photos and electronic signatures to capture proof of delivery. The driver app is equipped with e-signing features, which allows them to get the recipient’s digital signature to acknowledge delivery. Alternatively, drivers may need to take a photo of the delivered item and upload it into the system.
This POD option combines the thoroughness of paper-based systems with the ease and simplicity of digital ones. Photos also add an additional layer of trust to the process, and uploading proof to an online system reduces the risk of documentation being lost.
How to create a POD process that reassures your customers
An effective proof of delivery system can give both you and your customers peace of mind in the delivery experience. Here are some best practices for creating a POD process that works for customers.
Train and align your team on POD best practices
Having a POD system in place isn’t enough; you’ll also need your team to apply and stick to that system in their day-to-day operations. When the entire organization is aligned with your POD procedures, it helps ensure consistency, accountability, and accuracy in delivery.
To align your team, make sure to provide all the necessary training when introducing new POD solutions. This is especially important if you’re transitioning from a paper POD management process to an ePOD, photo-based, or e-signature system. Your logistics managers, shipping team, dispatchers, and drivers should all be in the loop about what they need to do and how to use the system, including:
- Standard POD procedures (e.g., what to say to customers, how to conduct oneself, safety measures, etc.)
- What information to collect
- When POD is required
- How to use the POD technology (particularly mobile devices)
- What to do if POD cannot be obtained
Include all of the important details
It goes without saying that your POD document should include all the important details that would come in handy if a dispute arises. Besides the basic information like the recipient’s name and address, consider including details about any extra services provided.
For example, consider including information about how much coverage they have if they have shipping insurance. You could even include details about the driver’s name or employee identification information to maintain an even greater level of accountability.
Prioritize data security from dispatch to delivery confirmation
Whether you’re using a paper POD or ePOD system, it’s important to remember that you’re handling customer data. Any security breaches or data leaks could put your customers’ information at risk, so make sure your team is trained to securely handle sensitive customer data. Your ePOD system should also have robust security measures such as user authentication and data encryption to prevent customer information from being compromised.
Partner with a leading fulfillment provider
Finally, if you’re outsourcing your ecommerce fulfillment, make sure your fulfillment partner’s or 3PL’s software is compatible with carriers that can provide POD services for orders. In addition to years of expertise, these providers should have multi-carrier shipping software, which you can use to compare rates and manage deliveries across multiple carriers. You’ll be able to use their technology to maintain proof of delivery documents from all these carriers in one place and streamline your operations.
“We were hesitant about leveraging ShipBob’s transportation management system at first – but it’s actually been really great. Before we were manually choosing rates for orders coming out of our warehouse, but now ShipBob’s WMS automatically selects the best delivery method for us so it costs us less and our customers get faster shipping. We’re saving hundreds of thousands of dollars per year, just in postage. When we first got started, we estimated over $400,000 in savings. ShipBob has helped us save 40% on total fulfillment costs.”
Adam LaGesse, Global Warehousing Director at Spikeball
Provide delivery peace of mind with ShipBob
ShipBob’s industry-leading fulfillment technology empowers your ecommerce brand to achieve peace of mind – not just in the last-mile delivery process, but throughout your entire supply chain.
Here are just some of the ways that ShipBob has helped thousands of brands optimize the delivery experience from port to porch.
Inventory and order management made simple
ShipBob’s platform centralizes all your inventory and order data, giving you a single source of truth for managing your inventory, fulfillment, orders, and deliveries. You can view key metrics through ShipBob’s analytics dashboard, and achieve real-time visibility into each operational stage, from order confirmation to shipping.
With the ability to see which products have been shipped out, you can cross check POD documentation with your own records to confirm inventory levels and catch discrepancies quickly. This minimizes the risk of errors and duplications that could compromise your delivery operations.
Through ShipBob’s dashboard, you can also edit orders up until the picking process begins, allowing you to fix any errors in the address or delivery information provided by the customer. This helps you avoid delivery issues and delays to increase your overall efficiency.
Real-time tracking and automated shipping notifications
ShipBob’s software tracks your business’s inventory in real-time across all your channels and locations, so you can monitor how inventory is moving through your supply chain at any given moment.
With a warehouse management system that automatically records your inventory movement, you can run multiple checks and balances to ensure that the correct items are processed and delivered.
“The technology employed by ShipBob guarantees accurate deliveries to our customers. ShipBob’s warehouse management system is equipped with numerous checks and balances, minimizing the possibility of incorrect items being shipped by warehouse associates.”
Ali Shahid, COO of Our Place
ShipBob’s proprietary software also includes ecommerce order tracking capabilities. With tools that automatically sync your order movement and shipment statuses, you can ensure that orders are moving seamlessly through fulfillment and delivered on time.
You can also provide shipping notifications to keep your customers in the loop about where their order is and when they can expect it. That way, you maintain visibility and transparency while managing customer expectations, which ultimately improves customer satisfaction and retention.
Integrate with your favorite logistics and ecommerce tools
ShipBob integrates with leading logistics and ecommerce tools, so you can create a seamless tech stack to support your delivery operations. Our expansive partner ecosystem includes major freight and shipping solutions, such as DHL, FedEx, USPS, UPS, EasyPost, and Shippo.
Once your tools are integrated with ShipBob, delivery information for each order is seamlessly transferred back to your ShipBob dashboard, where you can view it alongside all your other orders. This means you’ll be able to manage shipping data in one place, even if you’re using multiple carriers for different types of shipments.
“In the world of ecommerce, making sure the customer has a good experience is a top priority. We want to do everything we can to ensure a customer will continue to order from us, so we must impress them. We do that by using ShipBob for fulfillment because they receive and fulfill orders on-time, provide communications about tracking, and offer speedy delivery.”
Cesar Contreras, Head of Supply Chain of Wholesome Goods
Achieve affordable 2-day delivery
With 2-day delivery now table stakes for online shopping, customers can get antsy if their orders don’t arrive in that window. ShipBob’s solutions enable brands to assuage customers with speedy delivery – without breaking the bank.
Brands can leverage ShipBob’s 2-Day Express service to ship anywhere within the continental US in two days, even from a single fulfillment center. Alternatively, you can distribute your inventory strategically across ShipBob’s 50+ global fulfillment centers to place inventory closer to customers and minimize both shipping times and costs.
“Everybody expects Amazon-level shipping speeds and 2-day or next-day delivery. To provide that to our customers via ground shipping, we need to increase the number of fulfillment centers we use to reduce shipment time. Instead of partnering with a bunch of different providers that each have one or two warehouses, we can just distribute inventory across ShipBob’s dozens of US fulfillment centers.”
Jessica Cedarleaf, VP of Operations at Tonies
To learn more about how ShipBob can help you optimize your ecommerce brand’s delivery strategy, click the button below to get in touch.
Proof of delivery FAQs
Below are answers to the most commonly asked questions about proof of delivery.
Is a tracking number a proof of delivery?
A tracking number is used to track the status of a shipment. While it’s a crucial element in a proof of delivery document, it does not serve as the proof itself. A proof of delivery is a receipt that proves that the package associated with the tracking number has been delivered to the intended recipient at the correct delivery address.
How can I prove to USPS that I never received my package?
If the shipping option you chose for your shipment included proof of delivery, you can request that USPS provide you with that documentation. This will detail who received the package or where it was left by the delivery driver, which will help you investigate the issue and provide relevant proof that you didn’t receive the package.
What’s the difference between a proof of delivery and a bill of lading?
Both proof of delivery and bill of lading documents serve as receipts for delivery. However, there are a few key differences.
A proof of delivery is used as proof that the shipment was delivered to the final recipient. It is mostly used in direct-to-consumer deliveries made to end customers.
A bill of lading (not to be confused with a shipping manifest) provides proof that a freight shipment was received and provides a comprehensive outline of the shipping agreement terms. It is mostly used for international trade, and must be disclosed during customs clearance.
Who should sign the proof of delivery?
The proof of delivery should ideally be signed by the intended recipient. If unavailable, the consignee can also give permission for another recipient to sign on their behalf.
