Steps
Step 1: Decide what’s required
Settings → General → “Proof of delivery”: “Require photo” (drivers must take a photo to finish a stop — settles “I never got it” in seconds) and “Require signature” (the customer signs on the driver’s phone; slower, so usually only worth it for high-value boxes).
Step 2: Capture at the door
In drive mode the camera button takes a photo at any time. When a requirement is on, tapping “Delivered” opens the proof sheet: “Take a photo”, “Add another photo”, “Customer signature”, then “Finish delivery”. A driver can’t finish the stop without what you required.
Step 3: Where proof shows up
On the stop in the route detail, on the customer’s tracking page once delivered (“Here’s where your driver left it”), and in the stop.delivered webhook to your system as links. Files sit in private storage; links expire — an hour for people viewing them, seven days for links sent to your systems.
Step 4: How the undo window works
When a driver marks a stop delivered or couldn’t deliver, the customer’s notice and the webhook to your system wait for the “Delivered notice delay” — 5 minutes by default, 0 to 15. Drive mode shows “Customer notified in 4 min” with an “Undo” button. Undo inside the window puts the stop back and sends nothing.
Step 5: Correct an outcome later
From the route, a stop’s menu offers “Undo delivered”, “Correct: wasn’t delivered” or “Correct: was delivered”, with a required “What happened?”. If the customer was already told, they aren’t messaged about the correction — the dialog says to follow up directly. Your store receives the correction if it’s connected. Photos are kept.
Good to know
- Set the undo window to “Send immediately” if you would rather customers hear the moment a stop is marked; undo still works, but by then they’ve had the message.
- Corrections are counted in the route summary so you can see how often they happen.
Questions
Can a customer see the photo?
Yes — their own delivery’s photo appears on their tracking page once it’s delivered. Nobody else’s does.
Where are photos stored and who can open them?
In private storage that has no public address. The app, the tracking page and your webhooks receive links that expire, so a leaked link stops working on its own.
What if a driver marks the wrong stop?
They tap “Undo” within the window and nothing is sent. After the window, the office can correct the outcome from the route; the customer isn’t messaged again, so follow up with them.