A recipient gets a message with a tracking link. The page shows where the goods are, the next step and when they are expected, with the basis of the estimate.
She will not be home tomorrow, so she chooses a parcel locker instead, or a neighbour, a pickup point or a later time. The change goes straight to the rider's route.
When the goods arrive, she confirms what was delivered. If one item is damaged, she accepts the rest, refuses the damaged one and reports the issue with a photo. The proof, her choice and the issue all land on the same record the sender sees, so a replacement can be arranged without phone calls.
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