Deliver Customer Orders

Use this path when goods leave your company for a customer. The Delivery Note records stock issued; the Proof of Delivery records what the customer actually accepted.

Before departure

Plan the customer Transport Demand and load, complete allocation in the configured sequence and submit the linked Delivery Notes. Check the customer, shipping address, items, requested UOM, batches/serials and quantities before dispatch.

If warehouse scanning is used, Dispatch Scan moves the Delivery Note from Ready for Loading to Loaded and then Ready for Dispatch using the permitted roles. Scanning is a warehouse dispatch control; it does not record customer acceptance.

Create and submit the Delivery Trip. The driver starts the assigned trip before recording delivery actions in the mobile app.

Record the customer handover

1. Open the correct stop and customer delivery. Confirm the Delivery Note and address.
2. Record accepted quantities in the displayed UOM. The rejected balance is calculated from the delivery quantity.
3. Add the applicable rejection reason and supporting remarks for a short, failed or rejected handover. Complete the recipient and evidence requested by the form, including the available signature/photo controls.
4. Submit the proof and check that it was accepted by the server. An offline queued confirmation is not yet a submitted proof.

Dispatch staff can also create customer Proof of Delivery from the Delivery Trip where their permissions allow it. Do not record a second proof simply because someone else recorded the first one from a phone.

Read the outcome

• Accepted: the presented quantity was accepted.
• Partially Delivered: some quantity was accepted and some was not.
• Rejected: none was accepted and goods were rejected.
• Failed: the handover was not completed under the proof's recorded outcome.

Submitting customer proof updates the stop and delivery progress. Rejected quantities create a linked Return Request draft for review rather than silently changing the original Delivery Note. Check the return's quantity, warehouse, custody and commercial decision before progressing it.

Submitted Delivery Note → customer proof
                         ├─ accepted → delivery progress completes
                         └─ rejected/short → Return Request and follow-up

Finish the route, then review the exceptions

Complete all required stops and tasks before completing the trip. A finished trip does not prove that returns were received, inspected or credited. Use the links from proof to return handling and commercial resolution.

[Video: Opening a customer delivery, recording partial acceptance and reviewing the generated Return Request]

For batch-controlled goods, confirm the actual rejected stock identity. Do not assume an item-level rejected quantity identifies how that quantity was split across multiple dispatched batches; see inspection and stock identity.