The Courier focuses exclusively on managing and updating deliveries. Designed for field staff who need quick access to shipment information…

📋 General Information

Role Name: Courier (Shipper)
Access Level: Delivery Operations
Typical Use: Courier, Messenger, Delivery Driver
Recommended Number: Based on delivery volume

🎯 Role Purpose

The Courier focuses exclusively on managing and updating deliveries. Designed for field staff who need quick access to shipment information and status updates without access to sensitive business information.

✅ What they CAN do

📦 Delivery Management

✅ View assigned orders
✅ View delivery details
✅ Update delivery status
✅ Mark as delivered
✅ Report delivery issues
✅ View the day’s route
✅ View their own delivery history
❌ CANNOT create orders
❌ CANNOT edit order information
❌ CANNOT reassign orders

👤 Contact Information

✅ View sender data
✅ View recipient data
✅ View delivery address
✅ View contact phone numbers
✅ View delivery notes
❌ CANNOT edit contacts
❌ CANNOT create contacts

📊 Courier Dashboard

✅ View their deliveries for the day
✅ View pending deliveries
✅ View completed deliveries
✅ View their daily performance
✅ View commissions (if applicable)
✅ Personal statistics

🏷️ Documentation

✅ View shipping labels
✅ Print delivery slips
✅ View receipts
✅ Capture digital signature
✅ Take delivery photo
✅ Generate proof of delivery

⚙️ Personal Settings

✅ View their profile
✅ Update personal information
✅ Change password
✅ Configure notifications
✅ Update availability

❌ What they CANNOT do

Main Restrictions:

❌ View financial information
❌ Access unassigned orders
❌ Modify rates or prices
❌ Manage other users
❌ Create or edit orders
❌ View other couriers’ information
❌ Access business reports
❌ Change customer data

📱 Daily Workflow

Start of Day:

Review assigned orders
Plan the day’s route
Verify documentation
Confirm availability
Load the vehicle

During Deliveries:

Follow the optimized route
Contact the recipient if needed
Update status to “On the way”
Arrive at destination
Deliver the package
Capture confirmation
Update status to “Delivered”

End of Day:

Complete pending deliveries
Report any issues
Update final statuses
Review the day’s metrics
Confirm availability for the next day

🎯 Delivery Statuses Handled

Available Statuses:

📍 Assigned: Order assigned to the courier
🚗 On the way: Courier en route
🏠 At destination: Arrived at address
✅ Delivered: Successful delivery
⚠️ Issue: Delivery problem
🔄 Rescheduled: New visit needed
❌ Not delivered: Failed delivery

Non-Delivery Reasons:

Incorrect address
Customer absent
Rejected by customer
Address not found
Dangerous area
Problem with the package
Inappropriate time

💡 Common Situations

Customer Absent:

Try phone contact
Wait a reasonable time (5 min)
Leave a notification if possible
Update status
Report for rescheduling

Incorrect Address:

Verify with GPS
Contact the customer
Contact base if needed
Document the problem
Update status with details

Package Rejection:

Confirm the customer’s identity
Ask the reason for rejection
Document the reason
Don’t insist
Return to base

Hard-to-Access Area:

Assess safety
Look for alternatives
Contact the recipient
If it’s not safe, don’t risk it
Report the situation

📊 Performance Metrics

Key Indicators:

Deliveries completed per day
Success rate
Average time per delivery
Punctuality
Customer satisfaction
Distance traveled
Fuel used

Typical Goals:

95% successful deliveries
20-30 deliveries per day (variable)
Optimized route time
Zero safety incidents
High customer satisfaction

🛡️ Safety and Protocols

Personal Safety:

Don’t carry visible cash
Keep the vehicle locked
Avoid dangerous areas
Don’t enter homes
Report suspicious situations

Package Handling:

Check condition before leaving
Keep organized
Don’t leave unattended
Protect from weather
Handle with care

COVID/Health Protocol:

Keep distance
Use protection if required
Contactless delivery if requested
Frequent hygiene
Don’t work if sick

🎓 Required Training

Basic Knowledge:

Smartphone/tablet use
GPS navigation
Basic customer service
Defensive driving
Safety protocols

Training Time:

Minimum: 1 day
Recommended: 2-3 days
Ride-along: 2 days on route

Focus Areas:

App usage (40%)
Delivery protocols (30%)
Customer service (20%)
Safety (10%)

💬 Communication

With Base/Supervisor:

Report the start of the route
Report issues in real time
Confirm special deliveries
Request support if needed
Report end of day

With Customers:

Confirm address if unsure
Announce arrival
Be courteous and professional
Don’t argue about problems
Refer to customer service for complaints

⚠️ What to Do in Emergencies

Traffic Accident:

Secure the scene
Check for injuries
Call emergency services if needed
Report to supervisor
Document with photos
Don’t admit fault

Robbery/Assault:

Don’t resist
Prioritize personal safety
Call the police
Report immediately
File a formal report

Problem with Customer:

Stay calm
Don’t confront
Leave if it’s hostile
Report the situation
Document the incident

💡 Efficiency Tips

Route Optimization:

Review all deliveries before leaving
Group by zones
Consider traffic times
Plan strategic stops
Use updated navigation

Time Savings:

Prepare documents beforehand
Organize packages in order
Keep contact details on hand
Use pre-written messages
Avoid peak hours when possible

Customer Satisfaction:

Be punctual
Professional appearance
Handle packages with care
Clear communication
Smile and be friendly

📝 Important Documentation

On Delivery:

Name of the person receiving it
Relationship if not the account holder
Exact delivery time
Condition of the package
Relevant observations

If Not Delivered:

Specific reason
Attempts made
Information for rescheduling
Photos if there are access issues
Recommendations for the next attempt

🏆 Recognition

The system can track:

Courier of the month
Highest number of deliveries
Best success rate
Best customer satisfaction
Zero incidents

Your work is essential to customer satisfaction. Every successful delivery builds the business’s reputation.

Courier Role - Complete Guide