How to Make Every Delivery Provable and End Dispute Chargebacks for Good
Who This Is For
You run operations at a courier company — last-mile, B2B, or both. Delivery disputes are eating into your margins and your client relationships. A B2B client has threatened to cancel a contract over a missing delivery your riders insist was completed. You have no evidence on either side. The dispute is now a credibility contest, which is not a contest you can reliably win.
The Problem
A rider calling the depot to say "delivered" isn't proof. A checkbox on a paper manifest isn't proof either. When a client disputes a delivery — "we never received it," "it arrived damaged," "the wrong person signed for it" — you need evidence that holds up to scrutiny, not a verbal account from your rider two days after the fact. The hidden cost is the pattern problem. Without a structured, evidence-based delivery process, you have no way to distinguish your most reliable riders from the ones who are cutting corners or, in some cases, making fraudulent delivery claims. The good riders are invisible. The bad ones are invisible. And your chargeback rate is a slow bleed that only gets worse as your B2B client base grows.
What You Can Achieve
- Every delivery is backed by a photo of the recipient, the parcel, and its condition — taken at the moment of handover, timestamped, and permanently attached to that delivery record
- Dispute resolution drops from a two-week back-and-forth to a 30-second PDF pull — you show the client the photo, the dispute closes
- B2B clients who were already looking for alternatives stay when they see the audit trail — demonstrating you have a real process rebuilds the trust faster than anything else
- Riders who skip the photo step create an immediately visible gap — no evidence means an incomplete record, which flags the delivery for operations review
- Over time you can see exactly which riders consistently produce complete records and which ones don't, which turns performance management from guesswork into data
- Automated delivery confirmation notifications to B2B clients become possible — they don't need to chase you for status updates anymore
The Hakiki Workflow
- 1Parcel Reference Text
Enter parcel barcode or reference number from the dispatch manifest
- 2Recipient Name Text
Enter the name of the person who received the parcel — must match the delivery manifest
- 3Delivery Photo File Upload
Photo of recipient holding the parcel at the delivery location — MANDATORY, cannot be skipped
- 4Recipient Signature or ID Photo File Upload
Photo of recipient's signature or ID document confirming identity — MANDATORY
- 5Package Condition on Delivery Single Select
Select: Intact / Damaged / Refused — if damaged or refused, a note is required
HAKIKI Features Used
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