Proof of delivery (POD) is the record that an order reached the customer: when, where and in what condition it was left. For an online store, it is the evidence that settles the message "my order never arrived" in minutes instead of days.
The short version
- A useful proof of delivery shows what was delivered, to where, when and in what state.
- A photo and a timestamp cover most leave-at-door deliveries. A named recipient or signature suits gifts and higher-value items.
- Decide your rule before the order ships, not after a dispute: who must receive it, and when leaving it is acceptable.
- Check that the proof is stored, linked to the order and easy for your team to find.
- Track completeness: every delivery should have its proof.
What counts as proof of delivery?
Proof of delivery is any record, made at the time of delivery, that connects an order to a place, a moment and an outcome. The most common forms are a photo of the order at the drop-off point, a timestamp, a signature, a name of the person who received it, and the courier's tracking history. None is perfect on its own. Together they make a good record.
| Form | What it shows | Best for | Limit |
|---|---|---|---|
| Photo at drop-off | Where and in what condition the order was left | Leave-at-door deliveries | Does not show who received it |
| Timestamp | When the delivery happened | Time-window disputes | Says nothing about where, unless paired with a photo |
| Signature | That a named person accepted the order | Gifts, higher-value items, items needing a recipient | Needs someone present |
| Recipient name | Who took the order | Reception desks, buildings | Depends on the driver recording it |
| Tracking history | The order's journey, step by step | Showing when it was dispatched and where it was | A history is not a handover record |
recourier.ca records a photo and a timestamp for every delivery, and gives each order a tracking link. Whether you need more depends on what you sell. See the platform for what is included.
Photo versus signature: which do you need?
A photo shows where an order was left and what it looked like. A signature shows that a named person accepted it. They answer different questions. A parcel left at a door can be photographed, but the photo does not prove the customer saw it. A signature proves someone took it, but it needs someone to be there.
- Everyday goods, leave-at-door allowed: a photo and a timestamp are usually enough.
- Gifts, valuable items, regulated goods: ask for a named recipient or a signature, and say so at checkout.
- Business deliveries: a recipient name at the reception desk is often what the buyer's accounting needs.
Ask your courier which options it supports before you promise them to your customers. Failed delivery attempts explains what to do when nobody is there to sign.
Five things a good proof of delivery has
- Linked to the order. It carries your order number, so your team can find it without searching.
- Time-stamped. The time comes from the system, not from a note typed later.
- Visible. The photo shows the order and enough of the surroundings to identify the place.
- Stored. You can still retrieve it weeks later, when a customer or a card issuer asks.
- Available to you and, where appropriate, to the customer. Your support team should not have to ask the courier every time.
How proof of delivery settles a "never arrived" claim
- Pull the order's recordOpen the tracking history and the proof of delivery for the order number.
- Check the detailsCompare the timestamp, the photo and the delivery address with the order.
- Share it with the customerSend the photo and time, and ask them to check with neighbours, the concierge or the building's mail room.
- DecideIf the record shows a correct delivery, the case is usually settled. If it does not, it becomes a claim with your courier. See damaged or lost delivery claims.
Not a legal opinion
How a proof of delivery is treated in a dispute with a customer, a card issuer or a carrier depends on the situation and the contract. This article is general information, not legal advice.
Set the rule before the order ships
- Which orders may be left at the door, and which need a person to receive them?
- What happens when nobody is home: retry, re-route or return?
- Which address details do you collect: apartment number, buzzer code, concierge, delivery instructions?
- What do you tell customers before and after the delivery?
Writing these four answers down takes ten minutes and prevents most disputes. If you run a dedicated route under a written agreement, the proof requirements belong in it too. See the delivery agreement checklist.
Measure it
Proof-of-delivery completeness is the share of deliveries with a photo and timestamp on file. It should be at or near 100%. If it is not, find out which orders are missing it. Eight delivery KPIs worth tracking shows the formula.
Frequently asked questions
What is proof of delivery?
It is the record that an order was delivered: typically a photo, a timestamp, a signature or recipient name, and the tracking history. It shows when, where and in what state the order was left.
Is a photo enough as proof of delivery?
For leave-at-door orders, a photo with a timestamp is usually the core of the record. A photo does not show who received the order, so for gifts or higher-value items you may want a named recipient or signature.
What do I do if a customer says the order never arrived?
Start with the order's proof of delivery and tracking history. If they show a correct delivery, share them with the customer. If they do not, open a claim with the courier.
Does recourier.ca provide proof of delivery?
Yes. It records a photo and a timestamp for each delivery and gives every order a tracking link.
How long should proof of delivery be kept?
Keep it at least as long as the period in which a customer or a payment provider can raise a dispute, and as long as your agreement with the courier requires. Ask your courier how long it keeps records.
recourier.ca records a photo and a timestamp for each delivery. Ask how it fits your orders and your leave-at-door rules.