Proof of delivery records where the order was handed over and who received it. Keep a delivery photo, the receiver's name and the message time together. If a customer reports a missing order, check that record first. It helps you establish the next step without guessing.
In 30 seconds
- Good proof has three things: a photo on site, the recipient's name and the time.
- Most “it never arrived” orders were received by someone else: doorman, guard booth or family.
- Reply with the photo and name in the same chat; don't argue before checking.
The AMVO Online Sales Study 2026 lists incomplete orders at 33% among online order problems. Match the package list with the delivery record when reviewing a complaint.
What should proof of delivery include?
Keep a clear photo of the handover location, the receiver's name and the delivery time. A recognizable reception desk, door or guard booth helps identify where the package went. Save that evidence with the order. A delivery status alone may leave important handover questions unanswered.
| Element | What it shows | Without it… |
|---|---|---|
| On-site photo | Where the order was left and its condition | You can't tell if it was damaged in transit or after |
| Recipient's name | Who to ask: doorman, guard booth, family | The customer doesn't know who to look for |
| Time | When it was delivered, to match shifts and schedules | You can't tell who was on duty |
SIVA Logistics sends each delivery photo and the receiver's name on WhatsApp. The message records the time.
Why does a customer say their order never arrived?
An order may have been received by a doorman, guard, receptionist or household staff member. Check the photo and receiver's name before assuming the package was lost. Ask the customer to contact the authorized person shown in the record. Then review any remaining issue with the delivery team.
- The doorman or reception received it and hasn't brought it up yet.
- It was left at the guard booth with the resident's authorization.
- Someone in the household received it and didn't mention it.
- It was a gift and the buyer doesn't know the recipient already has it.
- It went to another address because the address was incomplete: the proof also tells you where it ended up.
Steps to resolve an “it never arrived”
Check the photo and receiver's name, then share those details with the customer. Ask them to check with that person and contact the delivery team if questions remain. Keep the conversation and evidence together. Decide on replacement or another remedy after checking what happened at handover.
- Check the photo, name and time of the delivery.
- Share them with your customer in the same chat where they bought.
- Ask them to check with whoever received it: doorman, guard booth, reception or family.
- Confirm with your delivery service whether anything happened at that stop.
- If the order still doesn't turn up, decide whether and how to replace it.
Tip: also take a photo of the packed order before it leaves. With that photo and the delivery photo, you know whether something happened in transit or after delivery.
Message to reply to the customer
Reply calmly and attach the delivery photo with the receiver's name. Ask the customer to check with that person before deciding the package is missing. Avoid blaming them or promising a replacement before checking. Keep your message focused on locating the order and agreeing the next step.
Template to copy: “Hi! I checked your order: it was delivered today at [time] and [name] received it at [reception / guard booth / the door]. Here's the photo. Could you check with them? If it doesn't turn up, I'm here to sort it out with you.”
How do you ask your delivery service for proof?
Ask whether every delivery includes a photo, the receiver's name and a clear way to access the record. Confirm how those details reach your team after each stop. With SIVA Logistics, delivery photos and names arrive on WhatsApp. Keep them with the corresponding customer order.
| Level of proof | What you get | Resolves a complaint? |
|---|---|---|
| Status only | “Delivered” in an app | No |
| Photo | Photo of the package at the door | Sometimes |
| Photo + name + time | Photo, recipient's name and time on WhatsApp | Yes, in almost every case |
Frequently asked questions
Book a dedicated block one day ahead, or request the afternoon route before noon, subject to space. Blocks run Monday to Saturday in morning and afternoon slots. For same-day requests, check availability on WhatsApp. Confirm your areas, order count and date when booking. The answers below cover other details to check before dispatch.
How far in advance should I book a delivery?
Book a dedicated block one day ahead. For same-day requests, check availability on WhatsApp. Blocks run Monday to Saturday, from 8:30 am to noon or 1:00 to 4:30 pm. For the afternoon route, request delivery before noon, subject to space.
Does SIVA send a photo of every delivery?
Yes. Dedicated blocks and route deliveries include a photo of every delivery. You receive it on WhatsApp with the receiver's name.
What if nobody receives the order?
We call the recipient and message you on WhatsApp if they do not answer. You decide whether to authorize another receiver or agree a new arrangement.
Can I forward the photo to my customer?
Yes. The photo is for you and your customer: forwarding it on delivery prevents most complaints before they happen.
Deliveries with photo, name and time
Every SIVA delivery comes with proof on WhatsApp. Tell us how many deliveries you have and we'll quote you.