Last-mile delivery

Questions to ask a last-mile provider before signing

Ask the right questions before hiring a last-mile partner: service standards, failure handling, communication and tracking. Spot evasive answers early.

The difference between a last-mile partner who safeguards your reputation and one who damages it comes down to the questions you ask before you sign.

Many online sellers and restaurant owners skip the vetting conversation and jump straight to rates. That's where costly failures begin. A partner who quotes low but won't commit to your service standards, who operates with drivers you'll never meet, or who refuses to discuss failed delivery protocols will cost you far more in chargebacks, customer complaints and lost repeat orders than you'll ever save on the delivery fee.

The questions that follow are not bureaucratic formalities. They're the framework for spotting whether a partner takes accountability or passes it to you.

Does this provider own the relationship with your customers?

Ask: "If a customer texts to ask where their delivery is, who answers that message?"

A solid answer sounds like: "Our driver has your customer's contact details and can respond directly, but we monitor it on our backend and we're the first contact if there's a problem." Or: "All customer queries come through our support team—we handle the communication, and the driver follows our instructions."

An evasive answer: "That's between the customer and the driver" or "We just move the parcel; customer service is your job." If a provider won't take responsibility for customer communication, they won't take responsibility when things go wrong. Your customer will be left in the dark, and the blame lands on you.

Press further: "Can your drivers handle simple customer requests—waiting five minutes, leaving at the gate, calling before arrival?" If they say no, or if the answer is vague, they're running a collection operation, not a delivery service. That's fine if you want to outsource the logistics risk entirely, but you need to know it upfront.

What happens when a delivery fails?

Ask: "Walk me through what your team does when a package is refused, a delivery address is incomplete, or a customer isn't home."

A credible answer includes specific steps: returning to the warehouse for instructions, contacting you within X hours, attempting a second delivery, or arranging alternatives. A provider who can't describe a process is making it up as they go. Ask for this in writing once you've signed.

Then ask: "Who pays if a parcel is lost, stolen, or damaged in your possession?" Listen for clarity about their insurance limits and whether they cover the full declared value of what you're sending. If the answer is "check our contract," get that contract now and read it with a lawyer if you're shifting high-value orders.

Ask also: "What's your success rate on first-attempt delivery, and can you show me data for suburbs or provinces where I'm active?" A provider worth trusting will have this metric and won't shy from sharing it. If they're cagey, they either don't track it or they know it's poor.

How transparent is their operation and pricing?

Ask: "How do you charge for failed deliveries, returns, and out-of-area requests?" Don't accept vague replies. Get the fee schedule in writing before you commit volume to them.

Then ask: "Can I see tracking that my customers can access, and what information does it show?" Some providers offer drivers-only tracking that's useless to end customers. Others offer a customer portal that shows real-time location and estimated arrival. The second option reduces your support load; the first multiplies it. Clarify what's included in your contract, not what they offer as an add-on.

Finally: "How will you tell me if volumes spike or if you can't cover my area on a particular day?" A partner who communicates constraints early lets you source backup capacity or manage customer expectations. A partner who disappears when demand peaks leaves you scrambling.

These questions aren't designed to trap the provider—they're designed to make sure both of you are aligned on what "success" looks like. A partner who answers clearly and commits to a process in writing is someone you can build with. One who dodges or keeps options loose is signalling that your risk is their non-concern.

When you're ready to compare vetted last-mile couriers side by side, Strove lets you request quotes with your exact service requirements built in, so you can compare apples to apples.

Common questions

What should I do if a last-mile provider won't give me their failure rate or success metrics?: Ask for the specific number or move on. Providers who track quality use it as a competitive advantage and share it readily. If they can't or won't, they either don't measure it or the figure is poor—either way, it's a red flag.
Can a last-mile partner refuse to communicate directly with my customers?: They can, but you should know it upfront so you can staff the support burden yourself. A partner who handles customer contact reduces your overhead and protects your relationship; one who doesn't is cheaper but riskier.
Should I ask about their insurance coverage before signing?: Yes. Ask what their standard insurance covers and whether they offer declared-value cover for high-value items. Get the limits in writing—it may affect whether they're suitable for your business.
What's the best way to test a new last-mile partner before going all-in?: Start with a small, measurable volume—perhaps one suburb or 50 parcels a week—and track their performance against the metrics and commitments they gave you. If they perform, scale gradually; if they don't, you've limited exposure.

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More on Last-mile delivery

Does this provider own the relationship with your customers?

Ask: "If a customer texts to ask where their delivery is, who answers that message?"

What happens when a delivery fails?

Ask: "Walk me through what your team does when a package is refused, a delivery address is incomplete, or a customer isn't home."

How transparent is their operation and pricing?

Ask: "How do you charge for failed deliveries, returns, and out-of-area requests?" Don't accept vague replies. Get the fee schedule in writing before you commit volume to them.

When you're ready to compare vetted last-mile couriers side by side, Strove lets you request quotes with your exact service requirements built in, so you can compare apples to apples.

Common questions

What should I do if a last-mile provider won't give me their failure rate or success metrics?

Ask for the specific number or move on. Providers who track quality use it as a competitive advantage and share it readily. If they can't or won't, they either don't measure it or the figure is poor—either way, it's a red flag.

Can a last-mile partner refuse to communicate directly with my customers?

They can, but you should know it upfront so you can staff the support burden yourself. A partner who handles customer contact reduces your overhead and protects your relationship; one who doesn't is cheaper but riskier.

Should I ask about their insurance coverage before signing?

Yes. Ask what their standard insurance covers and whether they offer declared-value cover for high-value items. Get the limits in writing—it may affect whether they're suitable for your business.

What's the best way to test a new last-mile partner before going all-in?

Start with a small, measurable volume—perhaps one suburb or 50 parcels a week—and track their performance against the metrics and commitments they gave you. If they perform, scale gradually; if they don't, you've limited exposure.