Delivered isn't documented: who owns the missing POD?

Key Takeaways

A load marked "delivered" isn't done until the proof of delivery (POD) is filed.
A missing POD can hold up customer billing, carrier payment and damage claims.
Ownership needs 3 decisions: who requests the POD, how long to wait and who gets the escalation.
Wilson, by Cartage, is an AI logistics agent that requests the POD after delivery, follows up until it's received and files it; if it's still missing past the set window, Wilson escalates to the team.
Every request and follow-up is recorded on the shipment.

Why do PODs go missing after delivery?

A distributor's load delivers on Friday. The carrier marks it delivered. Two weeks later, the customer disputes a short shipment, and the billing team asks for the POD. Nobody requested it. The carrier takes another week to find it.

PODs go missing because delivery feels like the end of the job, and requesting the POD is a separate step nobody owns.

Missing documentation makes disputes harder. Freight delays already cost the industry: ATRI estimated $11.5 billion in lost productivity from truck driver detention in 2023.

Who should own the missing POD?

Ownership should be set once, with 3 decisions.

Decision	Example
Who requests the POD	Whoever runs the shipment
How long to wait	A set window after delivery
Who gets the escalation	Logistics lead or account owner

See when should the team chase a missing POD?

What does a missing POD block?

A missing POD blocks 3 things.

Customer billing: some customers require the POD with the invoice.
Carrier payment: some teams pay only with a POD on file.
Claims: damage or shortage claims need the signed POD.

How does Wilson, by Cartage, handle missing PODs?

Wilson requests the POD after delivery, follows up until it's received and files it, then escalates if it's still missing past the set window. Traditional logistics software gives teams information. Wilson executes the work required to move shipments forward.

Step	Trigger	What Wilson does	When a person steps in
1. Request	Load is delivered	Requests the POD from the carrier	Not required
2. Follow up	No POD received	Follows up by email or phone	Not required
3. File	POD received	Files it on the shipment	Not required
4. Notify	POD filed	Notifies the team and others the company has set	Not required
5. Escalate	Still missing past the set window	Escalates to the team	Deciding next steps

See POD collection automation.

How do teams make PODs routine?

Teams make PODs routine by treating the POD as the last step of every shipment.

Request every POD, not just the ones someone asks for.
Set a window for each carrier to send it.
Track missing PODs by carrier.
Close the shipment only when the POD is filed.

FAQs

Who is responsible for getting the POD? Whoever runs the shipment should request it. Teams should set who requests it, how long to wait and who gets the escalation.
What happens if a POD is missing? It can hold up customer billing, carrier payment and damage or shortage claims.
Does Wilson collect PODs? Yes. Wilson requests the POD after delivery, follows up until it's received and files it.
What if the carrier doesn't send the POD? If the POD is still missing past the set window, Wilson escalates to the team.
Who gets notified when a POD is filed? Each company chooses who's notified and how; by default, the team, carrier, shipper and consignee can receive the POD-filed update.
How is Wilson priced? There's no subscription fee. Pricing is a percentage of the carrier payments that run through Wilson.

Conclusion

Delivered and documented aren't the same thing. Without the POD, billing waits, claims stall and the shipment stays open. Wilson, by Cartage, requests every POD, follows up until it arrives, files it and escalates if it's missing too long. The practical first step is to start Wilson on a few lanes and compare missing PODs with how those lanes run today.

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