Agent WranglersECM-40Recommended
Keep delivery proof for every order
Store the carrier's tracking history, delivery scan and address for every shipment. Ask for a signature or photo on delivery for orders over a set value, such as 300 euros.
How to do it
A buyer who says "it never arrived" opens a dispute, and the card network decides on your evidence. Proof of delivery to the address on the order wins most "not received" disputes. Save the carrier's events, the delivery time, any photo or signature, and the address used. Keep them as long as disputes can open, as Answer every dispute before its deadline describes. For digital goods, store the download log from Deliver downloads through short-lived links tied to the order instead. A parcel lost in transit is still yours to replace, as Replace or refund parcels lost before delivery says.
How to check
A query finds no delivered shipment without stored carrier events and a delivery time. Every shipment over the set value has a signature or photo stored.
Related rules
- ECM-29 Replace or refund parcels lost before delivery in E-commerce and fulfilment
- PAY-40 Answer every dispute before its deadline in Payments and billing
- ECM-22 Deliver downloads through short-lived links tied to the order in E-commerce and fulfilment
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