It's dispute resolution in a low-trust environment. When a customer shows up saying something went wrong with the delivery, the CSRs will need evidence and if

It's dispute resolution in a low-trust environment. When a customer shows up saying something went wrong with the delivery, the CSRs will need evidence and if the driver did their job then they can be exonerated. The logistics are a bit more complex than a restaurant where customers are eating at tables in the same building.