How to Handle Proof of Delivery: A Guide for Courier Service in Southeast Asia
The Operational Context
Courier Service businesses frequently receive calls when a proof of delivery request. This scenario requires staff to provide formal pod document with signature capture, which is essential for maintaining customer satisfaction and operational efficiency. In Southeast Asian markets, these calls often occur across multiple languages and may involve mobile-first communication channels like WhatsApp Business.
This SOP addresses a common scenario for Courier Service businesses operating in Malaysia, Singapore, Thailand, and Brunei. According to Erzy Inc.'s analysis of SEA SMEs, this type of call occurs regularly throughout the day and requires excellent communication skills and product knowledge to handle effectively.
The Malaysian courier, express, and parcel (CEP) market, valued at approximately USD 1.68 billion in 2025 with projected growth to USD 1.78 billion in 2026, continues to rely significantly on phone voice interactions when customers request proof of delivery documentation. In Malaysia's e-commerce environment, which is projected to reach USD 23.93 billion in total online retail sales by 2030, phone calls remain a primary channel through which customers confirm shipment arrival, despite the proliferation of digital tracking systems.
Who Handles This Call?
The Standard Operating Procedure (SOP-TL-004)
Step 1: Call Reception & Verification
When the call is received, the Customer Service should:
- Answer promptly with a professional greeting
- Identify the caller's need by listening actively
- Verify any required information (customer ID, order number, etc.)
- Access relevant systems (CRM, inventory, booking system)
Step 2: The Resolution Script (SOP Simulation)
Staff: "Good morning, thank you for calling. This is Customer Service speaking. How may I help you today?"
Customer: "Hello, I need assistance with proof that shipment was delivered."
Staff: "Sure thing. I'll get your proof of delivery sorted out right away. Let me check a few things first."
Customer: "Yes, that would be great. Thank you."
Staff: "You're welcome. Is there anything else I can help you with today?"
Localization Notes: Use appropriate greeting based on time of day and customer preference. In Malaysia/Singapore: Mix of Bahasa Malaysia, English, Mandarin, or Tamil. In Thailand: Thai primary, English secondary. Reference local services when relevant (Grab, Foodpanda, DuitNow, WhatsApp).
Step 3: Documentation & Next Steps
After resolving the call:
- Log the interaction in CRM or call tracking system
- Document any commitments made to the customer
- Set follow-up reminders if needed
- Update relevant systems (inventory, booking calendar, etc.)
- Escalate if required to manager or specialist
Key Documentation Fields: Caller name and contact information, Nature of inquiry/request, Resolution provided, Follow-up actions required, Date and time of call
Automating this SOP with Erzy
This specific workflow has a Low automation potential (40% automatable). The primary manual bottleneck in this SOP is manually provide formal pod document with signature capture. This typically requires 6 minutes of staff time per call and can create delays during peak hours.
Erzy's trucktalk.io platform can automatically handle a proof of delivery request calls. The AI voice system can verify delivery details, check shipment status, and coordinate with drivers in real-time. For logistics businesses in Malaysia and Singapore, this eliminates the need for manual dispatcher intervention for routine inquiries.
FAQ
Related Operations
Within Transportation & Logistics:
Shipment Booking - Customer needs to ship parcel
Shipment Tracking - Customer wants to track shipment status
Delivery Scheduling - Retail Trade
Delivery Time Complaint - Food & Beverage
Back to Pillar Page:
Ultimate Guide to Transportation & Logistics Phone Operations - View all 30 SOPs for Transportation & Logistics
