---
title: "Courier Role - Complete Guide"
description: "The Courier focuses exclusively on managing and updating deliveries. Designed for field staff who need quick access to shipment information…"
url: https://sistrack.com/en/docs/permissions/rol-shipper/
category: permissions
section: docs
updated: 2025-12-23
---


*Markdown version for agents. This page on the web: https://sistrack.com/en/docs/permissions/rol-shipper/*


# Courier Role - Complete Guide


## 📋 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:
1. Review assigned orders
2. Plan the day's route
3. Verify documentation
4. Confirm availability
5. Load the vehicle

### During Deliveries:
1. Follow the optimized route
2. Contact the recipient if needed
3. Update status to "On the way"
4. Arrive at destination
5. Deliver the package
6. Capture confirmation
7. Update status to "Delivered"

### End of Day:
1. Complete pending deliveries
2. Report any issues
3. Update final statuses
4. Review the day's metrics
5. 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:
1. Try phone contact
2. Wait a reasonable time (5 min)
3. Leave a notification if possible
4. Update status
5. Report for rescheduling

### Incorrect Address:
1. Verify with GPS
2. Contact the customer
3. Contact base if needed
4. Document the problem
5. Update status with details

### Package Rejection:
1. Confirm the customer's identity
2. Ask the reason for rejection
3. Document the reason
4. Don't insist
5. Return to base

### Hard-to-Access Area:
1. Assess safety
2. Look for alternatives
3. Contact the recipient
4. If it's not safe, don't risk it
5. 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:
1. Don't carry visible cash
2. Keep the vehicle locked
3. Avoid dangerous areas
4. Don't enter homes
5. Report suspicious situations

### Package Handling:
1. Check condition before leaving
2. Keep organized
3. Don't leave unattended
4. Protect from weather
5. Handle with care

### COVID/Health Protocol:
1. Keep distance
2. Use protection if required
3. Contactless delivery if requested
4. Frequent hygiene
5. 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:
1. App usage (40%)
2. Delivery protocols (30%)
3. Customer service (20%)
4. 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:
1. Secure the scene
2. Check for injuries
3. Call emergency services if needed
4. Report to supervisor
5. Document with photos
6. Don't admit fault

### Robbery/Assault:
1. Don't resist
2. Prioritize personal safety
3. Call the police
4. Report immediately
5. File a formal report

### Problem with Customer:
1. Stay calm
2. Don't confront
3. Leave if it's hostile
4. Report the situation
5. Document the incident

## 💡 Efficiency Tips

### Route Optimization:
1. Review all deliveries before leaving
2. Group by zones
3. Consider traffic times
4. Plan strategic stops
5. Use updated navigation

### Time Savings:
1. Prepare documents beforehand
2. Organize packages in order
3. Keep contact details on hand
4. Use pre-written messages
5. Avoid peak hours when possible

### Customer Satisfaction:
1. Be punctual
2. Professional appearance
3. Handle packages with care
4. Clear communication
5. 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

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