How do you handle a missing or damaged delivery claim?
Decide it on the record rather than on whoever complains hardest. That means capturing evidence at the moment of delivery (a photograph at the door, a timestamp, and the courier's location) so that a claim made three hours later is checked against something rather than argued about.
What good evidence looks like
A photograph taken at the point of handover, showing where the order was left.
A timestamp that matches the delivery record rather than the moment the photograph was uploaded.
The courier's location when the photograph was captured, so a claim that the order went to the wrong address can be checked.
The route taken, which distinguishes a courier who went straight there from one who did not.
A process that survives a busy Friday
Decide in advance what a valid claim looks like and who decides it. A policy invented per incident is a policy that will be inconsistent, and inconsistency is what customers and couriers both notice.
Set a window for claims. Evidence degrades and memories degrade faster.
Tell couriers what the standard is before they are judged against it. Someone who does not know a photograph is required will not take one.
Scorto captures the photograph, timestamp and location automatically as part of completing a delivery, attaches them permanently to the consignment, and makes them available when a claim is reviewed. It does not decide who is right for you. It removes the part of the argument that was previously two people remembering differently.