Proof of Delivery SOP Template

1.Purpose

To capture and retain a reliable delivery record for every shipment, so completed deliveries can be confirmed quickly and disputes can be resolved with evidence.

2.Scope

Applies to capturing, storing and retrieving proof of delivery records across all delivery methods, including signature, photo and electronic confirmation. Freight damage claims are covered by a separate SOP.

Definitions

POD

Proof of Delivery, the record confirming a shipment was delivered, such as a signature, photo or scan timestamp.

Exception POD

A proof of delivery record that also notes a problem, such as a shortage, damage or refused delivery.

Chain of custody

The documented sequence of who handled a shipment from pickup to final delivery.

Dispute window

The period after delivery during which a customer can raise a question or claim about the delivery.

3.Responsibilities

Driver

Captures the proof of delivery record accurately at the time of delivery.

Logistics Operations Manager

Audits POD quality, retains records, and oversees dispute resolution.

Customer Service Representative

Retrieves POD records to answer customer inquiries and disputes.

Billing Coordinator

Confirms POD exists before invoicing and flags missing records that could delay payment.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Delivery app or handheld scanner
• →Signature capture pad or touchscreen
• →POD storage system or TMS document archive
• →Dispute investigation log
• →Exception POD form
• →Customer notification template

5.Procedure

1. 5.1

   Confirm the required POD method

   Driver

   Check the shipment record for the required proof of delivery method, such as signature, photo, or scan-only, before arriving at the delivery point.

2. 5.2

   Capture the delivery timestamp

   Driver

   Scan the shipment barcode or mark delivery in the app at the moment of handoff so the recorded timestamp matches the actual delivery time.

3. 5.3

   Capture a signature when required

   Driver

   Obtain the recipient's signature on the capture pad or app, along with their printed name, and confirm the signature is legible before moving to the next stop.

   Checkpoint: A legible signature and printed name are captured for every delivery that requires one.

4. 5.4

   Capture a delivery photo when required

   Driver

   Photograph the delivered shipment showing its condition, the delivery location and, where possible, an address marker or unit number in the same frame.

5. 5.5

   Note exceptions on the POD

   Driver

   If the shipment was short, damaged or the recipient refused part of it, record the exception details directly on the POD before it is finalized.

   Warning: Never finalize a clean POD when damage or a shortage was visible at delivery; note it as an exception POD instead.

6. 5.6

   Upload the POD record

   Driver

   Confirm the signature, photo or scan uploads successfully to the TMS or delivery app before leaving cellular or network coverage of the stop.

   Checkpoint: The POD record is confirmed uploaded and viewable in the system before the driver leaves the delivery location.

7. 5.7

   Store the record centrally

   Logistics Operations Manager

   Confirm the POD record is stored in the central system linked to the correct shipment or order number, retrievable by customer service and billing.

8. 5.8

   Audit POD completeness daily

   Logistics Operations Manager

   Review the day's completed deliveries for missing, blank or illegible POD records, and follow up with the driver the same day to capture a supplemental record if possible.

9. 5.9

   Confirm POD before invoicing

   Billing Coordinator

   Check that a valid POD exists for a shipment before it is invoiced, and hold invoicing on any shipment with a missing or exception POD until it is resolved.

10. 5.10

    Retrieve POD for a customer inquiry

    Customer Service Representative

    When a customer asks about a delivery, look up the shipment's POD record and share the relevant details, such as delivery time and signature name, to answer the question.

11. 5.11

    Investigate a delivery dispute

    Logistics Operations Manager

    For a dispute claiming non-delivery or damage, compare the POD photo, signature, timestamp and location against the customer's claim, and check driver notes for supporting detail.

12. 5.12

    Resolve and document the dispute outcome

    Customer Service Representative

    Record the dispute outcome, whether resolved in the customer's favor or upheld based on the POD evidence, and file it with the original POD record for future reference.

6.Quality checks

• →Every delivery requiring a signature has a legible signature and printed name on file.
• →POD uploads are confirmed successful before the driver leaves the delivery location.
• →No shipment with a missing or exception POD is invoiced without review.
• →Dispute outcomes are documented and filed with the original POD record.

7.Records

• →Signature and photo POD records
• →Exception POD forms
• →POD completeness audit log
• →Dispute investigation and resolution log

8.KPIs

• →Percentage of deliveries with a valid POD on file
• →Average time to resolve a delivery dispute
• →Number of shipments held from invoicing for missing POD
• →Dispute rate as a percentage of total deliveries

9.Common mistakes

• →Marking a delivery complete before confirming the POD upload succeeded.
• →Leaving a signature field blank when the shipment required one.
• →Recording a clean POD despite visible damage or a shortage at delivery.
• →Invoicing a shipment before checking whether a valid POD exists.

10.Revision history