Handle customer complaints about delivery issues
Upper has no built-in complaint inbox. Use proof of delivery on the tracking page plus your notification history to investigate and resolve delivery disputes fast.
Upper doesn't include a built-in complaint inbox or ticketing system. You handle complaints through your own support channels — phone, email, or chat. What Upper does give you is the evidence to resolve them quickly: the proof of delivery captured at the stop, and a record of every notification you sent. Knowing where each piece lives turns a he-said-she-said into a quick lookup.
Some workspaces use technician and Service labels (Proof of Service, After Service) instead of driver and Delivery. The features are the same; only the wording changes. This article uses the driver/delivery defaults.
Why this matters
Most delivery disputes resolve in minutes once you can show the customer the completion photo, the timestamp, or confirm exactly what was sent and when. Without that, every complaint drags out. The two records below cover the most common disputes.
What Upper gives you to investigate
| Source | What it tells you | Where it lives |
|---|---|---|
| Proof of delivery | Completion photo, signature, driver's delivery notes, and the exact completion time | Shown on the customer tracking page (controlled in Branded Tracking) |
| Notification history | Which email and SMS notifications were sent, to whom, and their delivery status | Reporting in Upper — see the linked articles below |
Resolve a complaint, step by step
Receive the complaint
Take it through your own channels — phone, email, or chat. Upper does not collect complaints for you.
Pull the proof of delivery
For "it never arrived" or "it was left in the wrong place" disputes, open the customer's tracking page. If proof of delivery is turned on, it shows the completion photo, signature, the driver's delivery notes, and the completion timestamp. This alone resolves most package disputes.
Confirm what was sent
For "I was never told" disputes, check your notification history to confirm which notifications went out, to which address or number, and whether they were delivered.
Respond with specifics
Reply to the customer with the concrete detail — the photo, the timestamp, or confirmation the notification was delivered. Specifics close disputes faster than apologies.
Follow up
Update the customer's delivery instructions or notes so the next delivery goes smoothly.
For "my package never arrived" complaints, pull the completion photo first. A timestamped photo of the package at the door resolves most of these disputes on its own.
Make sure the evidence is available
Proof of delivery only helps if it's switched on and reaching the customer.
- Turn on proof of delivery display. In Branded Tracking on the POD tab, enable Show POD Photo, Show Signature, Show Delivery Notes, and Show Completion Timestamp so customers (and you) can see them on the tracking page.
- Make sure customers can reach the page. Include the Tracking Link variable in your notifications so the customer has the link that opens their proof of delivery. See Enable customer tracking pages.
Common complaints and what to check
Still stuck on a dispute you can't resolve from the data in Upper? Contact support at support@upperinc.com.
Related
Generate and share tracking links
Upper builds a unique tracking link for every stop and sends it to customers automatically. Add the Tracking Link tag to a notification template to turn it on.
Include company branding in notifications
Brand the notifications and tracking page your customers see in Upper — company name, logo, colors, your own email/SMS sender, and removing the Upper badge.