Capture proof of delivery

What it is

Proof of delivery in Routella is a simple way for your driver to capture evidence at the door. On the driver's delivery screen, each order has separate choices for the phone camera and the phone's gallery, plus a signature pad where the customer can sign with a finger. You decide whether photo and signature proof are optional or required. Each photo gets saved with the exact order, and the signature is kept with that delivery round. You, the owner, never have to do anything at the door; you just turn the feature on and your driver does the rest from their phone.

Why it matters

When a customer says "I never got my order," a photo and a signature settle the question in seconds, instead of a stressful back-and-forth or a refund you didn't owe. It cuts down on "lost package" disputes and chargebacks (a customer asking their bank to reverse a payment), keeps your drivers accountable, and builds trust with customers who can see you run a careful operation. For florists, restaurants, and couriers handling fragile or high-value drops, that doorstep photo is real protection for your business.

Step by step

1. 1
   Decide if proof should be required

   Open your Settings page in Routella. Find the two on/off switches labeled 'Requires digital signature' and 'Requires proof photo'. If you turn a switch on, your driver will NOT be able to mark that order as delivered until they capture it. If you leave them off, the driver can still add a photo or signature whenever they want — it just won't be forced. Pick whatever fits your business and save.
2. 2
   Send the round to your driver

   Build a delivery round the way you normally do and hand it to your driver. The driver opens the delivery link on their phone — this is the live screen where they see each stop and the order details. They do not need to log in or install anything; the link is all they need.
3. 3
   Driver takes a photo at the door

   On each order, the driver can tap 'Take a photo' to open the rear camera or 'Upload Image' to choose an existing image from the phone's gallery. This works on Android phones as well as other supported mobile browsers. The saved photo appears as a thumbnail under the exact order. Tap the thumbnail for a closer look, then close the preview to return to the same place. Before delivery is completed, use the square trash button below that image and confirm to remove one added by mistake, or choose Cancel to keep it. Both pickers and drivers can add more photos after an order or the whole round is marked completed. Adding a photo keeps the delivery status and does not resend customer messages. Saved delivery photos cannot be removed after completion. Drivers can keep adding useful photos after the third one; the normal delivery flow is not stopped at three.
4. 4
   Driver collects the customer's signature

   For a signature, the driver taps the 'Signature' button. A small box titled 'Customer signature' opens. The customer signs with their finger directly on the phone screen. If it looks messy, the driver taps 'Clear' and tries again. When it looks good, the driver taps 'Save Signature'. A green 'Signature captured' note then appears on that order. Pickers and drivers can also add, replace, or remove a signature after delivery is completed, without reopening the order.
5. 5
   Use the two status buttons

   The first time a picker or driver presses plus on an item, the order changes to In preparation automatically. There is no separate button for that step. When the driver physically collects the order, press Picked up. When the order reaches the customer, press Sent. These are the only two ordinary status buttons. If a required photo or signature is missing, Routella keeps Sent disabled and says exactly what must be saved first. Missed-delivery and undo choices remain separate recovery actions.
6. 6
   Finish the round

   Routella closes a round after every saved stop has a delivered, missed, or cancelled result. The driver page counts those saved results. A store marking an order fulfilled or Wolt marking it ready does not by itself mean that the customer received it. Save the actual delivery result in Routella. Closing the round is checked again in the background if a request is interrupted. Undoing a delivery opens that stop and its completed round again. A future round that you deliberately rescheduled is kept for its scheduled day.
7. 7
   Find the proof later

   The current driver and picker pages save each confirmed delivery photo in Routella's private cloud first. If that exact order came from a connected service whose official API supports order attachments, Routella then tries to place a separate copy on the same order there. Shopify copies are saved in Shopify Files and linked to the exact Shopify order in the exact connected store, including a secondary Shopify store. Shopify then shows a pinned Delivery proof photos field on that order's page. Routella does not fall back to a different store when the match is missing or unclear. Those Shopify-hosted files may be publicly reachable to anyone who has their file URL. A provider problem never removes the Routella copy, blocks the driver, changes the delivery status, or sends a customer message. If Integrations shows 'Proof photos need Shopify access', choose 'Update Shopify access'; orders keep syncing while Shopify asks you to approve the access needed to save proof photos on the matching order. The customer's signature stays only with the Routella delivery round. The older compatibility upload remains in Routella and does not create an outside-provider copy.
8. 8
   Print a delivery note if you need paperwork

   On an order card on the dashboard, press Delivery note. It opens a printable page with the order details and two empty signature lines, for the sender and the receiver to sign at the door. It is not proof of delivery: the proof is the photo or signature the driver saves on their route link, which you find in Routes → History.

Tips

• Test it on your own phone first: make a small practice round, open the driver link, and try the camera and signature buttons yourself. Five minutes of practice means your driver won't fumble at a real customer's door.
• If a delivery sometimes happens with nobody home (left at the door), a photo is more reliable than a signature. Many businesses require the photo and leave the signature optional.
• Tell drivers to take the photo BEFORE knocking or before the customer walks away — once the package is inside, the chance for proof is gone.
• Use good light and check the save status. Large camera or gallery images are automatically reduced for upload. If preparation fails, keep the page open and use Try again or Save original photo. Pending photos and signatures can wait on the device until the internet returns; only Saved confirms they reached Routella. Waiting proof no longer has the old one-day cleanup or one-hundred-file round-wide queue limit, but each order still has a separate safety cap of 100 proof photos and device storage still has a physical limit. Do not clear browser data while work is waiting.

Common questions

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