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Service 05 / 8Customer Delivery Feedback

CDF Disputes

Every Customer Delivery Feedback defect investigated in the portal before a dispute is filed — and filed factual, objective and evidence-based, never speculative.

A parcel handed to a customer at their front door

Daily Dispute Workflow

How it runs, day after day

  1. 1

    Step 01

    Investigate Every Defect

    Every defect investigated in the DSP portal: delivery scan time, planned versus actual GPS, geo-pin distance, POD image quality, route timeline, driver contact attempts, business hours, access issues and weather.

  2. 2

    Step 02

    Prepare & Submit Disputes

    • Disputes built factual, objective and evidence-based — never speculative.
    • Supporting evidence attached: portal screenshots, POD, GPS comparison, timestamps, customer notes, telematics footage.
  3. 3

    Step 03

    Record & Report

    • Dispute status recorded; recurring trends reviewed with each driver with documented acknowledgment.
    • Daily leadership summary prepared covering dispute volume, success rate and coaching completion.

Sample dispute language

What we actually file on your behalf

Not a summary of our approach — the wording that goes into the portal. Every dispute reads like this one: specific, sourced and free of anything we cannot evidence.

“Portal records confirm this package was delivered to the correct address. The distance between the planned and actual delivery coordinates is within the acceptable geo-pin radius. A successful delivery scan and Photo on Delivery are available. There is no evidence of delivery failure or service defect by the associate. We respectfully request removal of this defect from the associate's record and exclusion from the DSP scorecard.”

Every dispute is built from source records — portal screenshots, Photo on Delivery, GPS comparison, timestamps and telematics footage. Nothing is filed on inference.

CDF Disputes scope of work

What’s included

  • Metric investigation for every scorecard defect before a dispute is filed
  • Factual, evidence-based dispute preparation and submission
  • Quality-assurance checklist on every submission before it goes out
  • Daily, weekly and monthly reporting on dispute volume and recurring defects

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