Proof of delivery: photo, signature or barcode scan?
"It never arrived." Every delivery business hears it. With good proof of delivery, the answer takes thirty seconds. Without it, you either argue or pay twice. The three common kinds of proof each answer a different question, so it is worth choosing deliberately.
Why proof of delivery matters
- Disputes. A customer says the parcel never came, or came damaged. Proof settles it quickly, either way.
- Accountability. You know which driver delivered what, and when, without asking.
- Payments. When you are paid on delivery, or invoice a business client per drop, proof is your record.
- Trust. A customer who gets a photo of their parcel at their door rarely calls to ask where it is.
Photo: where, and in what condition
A photo shows the parcel at the delivery point and in what state it was left. It is the most flexible option and the fastest for the driver.
Best for: parcels left at the door or with reception, contactless deliveries, and anything where the condition on arrival might be questioned.
Good photos:
- show the parcel and something that identifies the place, such as the door, the house number or the reception desk;
- are taken from far enough back to see the context, not a close-up of a box;
- avoid people's faces. You need the parcel, not the recipient.
Limits: a photo doesn't prove who received the parcel, only where it was left.
Signature: handed to a person
A signature on the driver's phone shows the parcel was handed to someone who accepted it.
Best for: high-value items, business deliveries where someone signs for goods, documents, and anything that must not be left unattended.
Limits: signatures on a phone screen are often illegible, and anyone at the address can sign. Ask the driver to note the recipient's name as well. If you must check ID, for alcohol or medication for example, do that as a separate step according to your local rules.
Barcode scan: the right parcel at the right stop
Scanning the parcel's label or waybill at the door proves that this specific parcel reached this specific stop. Good dispatch software checks the scan against the job, so a mix-up is caught on the spot rather than by an angry customer the next day.
Best for: routes with many parcels in one vehicle, business clients who label their own shipments, and anywhere a wrong-parcel delivery would be costly.
Limits: a scan says nothing about who received the parcel or what state it was in.
Which to use, and when
| Situation | Recommended proof |
|---|---|
| Parcel left at the door or with a neighbour | Photo |
| Handed to the customer in person | Signature, or a photo if speed matters more |
| High-value goods | Signature with the recipient's name |
| Deliveries to businesses | Signature, plus a scan if they label their goods |
| Many parcels per route | Scan, plus a photo if left unattended |
| Hot food, short trips | Usually none, or a photo for contactless drops |
You don't have to pick one for the whole business. Ask for at least one kind of proof on every delivery, and let the situation decide which.
Make it work without signal
Drivers often finish deliveries in places with poor reception: basements, lifts, the back of large buildings. If the app needs a connection to save a photo or signature, drivers will skip it "just this once". Choose a driver app that saves proof on the phone straight away and uploads it when the connection comes back, so the delivery can be completed on the spot either way.
Keep it only as long as you need it
Delivery photos and signatures are personal data. Decide how long you keep them, long enough to cover disputes and your accounting needs, and delete them after that. Say so in your privacy policy, and don't photograph people when a photo of the parcel will do.
Rule of thumb: a photo shows where, a signature shows who, and a scan shows what. Pick the one that answers the question your customers are most likely to ask.