Photo Proof of Delivery (POD)
Photo POD is the most common method for confirming a completed delivery. Follow these steps carefully:
- Verify the Address
- Always double-check that the address shown in your app matches the house or building number at the drop-off location.
- Scan Packages
- Use your app to scan the packages. Your phone will indicate a successful scan by turning green—this confirms you have the correct items for the address.
- Use your app to scan the packages. Your phone will indicate a successful scan by turning green—this confirms you have the correct items for the address.
- Review Delivery Instructions
- Look for any special notes, such as:
- “Leave in a cooler.”
- “Deliver to the side door.”
- “Do not ring the doorbell.”
- Place the Package Correctly
- Lay the package flat and close to the door.
- Do not block the entrance.
- Never leave packages in public areas (like building foyers/lobbies) unless this has been approved by the customer or support via the app.
- Take Two Required Photos
- Photo 1: Clear image of the package at the customer’s door.
- Photo 2: Image showing the house or unit number.
- Make sure photos are:
- Not blurry
- Clearly show the package and surroundings
- Show the correct location and house/unit number
- Do NOT include the customer in the photo.
- Unacceptable Photo Examples:
- Package not visible
- Unit/house number not visibleLocation unclear or poorly framed
- Blurry or poorly lit images
- Knock or ring the doorbell to alert the customer, unless otherwise instructed in the app.
- All packages must be delivered directly to the house door.
- For condos or apartment buildings, the package must be delivered to the recipient’s unit door, not left in lobbies or mailrooms.
PIN Proof of Delivery (POD)
For some orders, especially high-value or alcohol deliveries, you’ll need to complete the delivery using a customer-provided PIN.
Verify Address & Scan Packages
- Just like with photo POD, verify the address and scan the correct packages.
Ask for the Customer’s PIN
- Politely request the 4-digit PIN from the customer in person.
- If they are unsure of the PIN, it is usually the last 4 digits of the phone number used when placing the order.
Verify the PIN
- Enter the PIN into your app to confirm its validity.
- If the PIN is invalid or doesn’t work:
- Do not complete the delivery.
- Contact Support through your app for guidance.
Never Accept a PIN Over the Phone - For security and compliance:
- Only accept a PIN in person.
- Do not accept a PIN that is texted, emailed, or given over a phone call.
- If no one is present to provide the PIN, contact Support to determine next steps.
Note:
- If you are delivering any alcoholic products, not only are you required to ask for the PIN, but you must also ask for the customer's valid photo ID - they must be of legal drinking age to receive the package.
Signature Proof of Delivery (POD)
Some deliveries require a signature to ensure that packages are received securely and by the customer. Follow the steps below to complete these deliveries properly.
Verify Address & Scan Packages
- Just like with Photo POD, verify the address and scan the correct packages.
Greet the Customer
- Politely greet the customer and ask for their PIN.
- It is usually the last 4 digits of the phone number used to place the order.
- Never accept a PIN over the phone—only in person.
Obtain the Signature
- Once the PIN is verified, hand your phone to the customer so they can sign in the designated signature box within the app.
Input Customer’s First Name
- After the signature is completed, the app will prompt you to enter the customer’s first name.
- Ask politely, then enter their name into the app.
Complete the Handoff
- Once the name is entered, you can hand the package to the customer.
- This completes the signature delivery.
Never Sign By Yourself to Accept a PIN Over the Phone - For security and compliance:
- The customer must always sign.
- Only accept a PIN in person.
- Do not accept a PIN that is texted, emailed, or given over a phone call.
- If no one is present to provide the PIN, contact Support to determine next steps.
Note:
- If you are delivering any alcoholic products, not only are you required to ask for the PIN, but you must also ask for the customer's valid photo ID - they must be of legal drinking age to receive the package.