A delivery dispute usually starts with a phone call. The lab says the specimen never arrived. The clinic says it was ready at noon. The driver says it went to the front desk. Without an audit trail, the courier is the one who has to prove it, from memory and text messages, while the client decides whether to keep using you.
StatVault answers from the record. Every order carries what was observed in the field, not only what someone typed, so a dispute becomes a lookup.
What the record says
- Pickup. The driver's NFC tap at the box, with its time. A tap is proof the phone was at that box at that moment.
- In transit. The driver app's position through the shift, so arrival and departure at each stop are observed, not guessed.
- Delivery. The receiving name and time, and a signature or photo where your rules ask for one.
How each piece is captured is on the chain of custody page.
Who held it, and when
Every order shows its custody timeline: pickup, every pass-off between drivers, and delivery, each as its own event with its own time. A specimen that moved through two vehicles shows both holders and the moment it changed hands. Gaps are shown as gaps, so you know exactly which part of the story is proven and which is not.
A record nobody can quietly edit
Custody events go into a tamper-evident audit trail: an event cannot be edited or removed without it showing. Order changes are kept with what changed, when and by whom. When you show a client the record, you are showing them something that was not assembled after the complaint arrived.
Replay the moment in question
Chronoshift replays the fleet's day as it happened: where each driver was, what they were carrying and what the dispatch board looked like at the moment the client is asking about. "Where was it at quarter past two?" gets an answer in a minute, on a map.
Answer before they call
Hospital and lab clients who order through the customer portal see tracking and proof of delivery for their own orders, so many disputes never start. When one does need a formal answer, an incident report starts from the same record.
Related
- Specimen chain of custody
- NFC proof of pickup
- Incident reports
- Stop missed specimen pickups
- Request a demo
Further reading: Chronoshift.
Questions couriers ask
- Can I show the record to a client?
- Yes. Portal clients see each order's tracking, delivery time and proof of delivery in their own portal, and an incident report starts from the same record when a question needs a formal answer.
- What if the driver forgot to tap?
- The record says so. A stop completed without a tap reads as exactly that, not as verified, and the GPS trail and photos still show where the driver was.
- Can someone change the record after the fact?
- Changes stay on the order with what changed, when and by whom, and custody events cannot be quietly edited or removed without it showing.