How should you handle customer claims of non-delivery when logistics providers fail to obtain proper proof of delivery, and what policies prevent delivery fraud?

When a customer makes repeated non-delivery claims across multiple locations and the logistics provider has only photographs rather than signatures as proof of delivery, the situation is likely fraudulent. Here's how members recommend handling it:

**Prevention & Process:** - **DPD** — recommended for obtaining signatures and GPS locations of deliveries as standard proof of delivery - **DHL** — members report they often photograph packages without getting signatures; if DHL won't obtain proper Proof of Delivery (POD) documentation, drop them as a provider and demand signature-based delivery as mandatory on your account - Make signature on delivery mandatory on your logistics account from the outset

**When Claims Occur:** - **Hold the logistics provider accountable** — put in a claim with them to cover the loss; this is their responsibility, not yours - Don't call the customer out directly; members report this is a loss-making adventure that won't recover funds - If a customer claims non-delivery at multiple branches simultaneously, especially after previously confirming receipt of earlier shipments, this is a red flag for fraud

**Key Caveat:** Members note that without proper signed POD, "not much else you can do sadly" beyond holding the logistics provider to account. The onus is on your logistics partner to provide defensible proof of delivery.