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Designee Journey
Role: Intended receiver of cargo
Org: External
Scope: Own deliveries
Note: A Designee is identified solely by the phone number written on the container. They may also be the Originator on the same or a different order.
Preconditions
- Has a valid phone number (this is their only identifier in the system)
- Does not need to be registered on the platform
- Does not need a device or app
1. Being Named on an Order
Step 1.1: Designee Phone Number Declared
- The Originator declares the designee's phone number when creating the order
- The phone number is physically written on the container
- The number is OCR-verified against the declaration at origin scan
The Designee takes no action at this stage.
2. Inbound Notification
Step 2.1: Cargo Dispatched Notification
- When the order enters
InTransit, the Designee receives an SMS:- Cargo is on its way
- Origin location and estimated delivery corridor
- Originator's reference (if configured)
Step 2.2: Handoff Notification (optional)
- If configured, Designee receives an SMS when a custody transfer occurs near their location
- Informs them the cargo is approaching
3. Delivery & OTP Confirmation
Step 3.1: Operator Arrives at Delivery Location
- The final operator in the custody chain arrives at the delivery point
- Operator initiates the
DELIVERYscan
Step 3.2: OTP Sent to Designee
- System sends a one-time passcode via SMS to the Designee's phone number
- OTP is time-limited
Step 3.3: Designee Shares OTP with Operator
- Designee receives the SMS and reads the OTP to the operator
- Operator enters the OTP into their device
Step 3.4: OTP Validated
- System validates the OTP
- Delivery is not confirmed without a valid OTP match
- Container state:
InCustody→Delivered
Step 3.5: Delivery Confirmation SMS
- Designee receives a final SMS confirming delivery is recorded on the system
4. Edge Cases
| Scenario | Behaviour |
|---|---|
| Designee is unreachable (phone off, no signal) | Delivery scan held; escalated to Ops Assistant for manual resolution |
| Designee disputes receipt (claims non-delivery) | Originator or Designee contacts Kaya Sync support; Ops Supervisor reviews custody chain and delivery scan evidence |
| Wrong phone number written on container | Origin scan will fail OCR check, container blocked from dispatch until corrected |
| Designee is the same person as Originator | Same flow, OTP sent to same phone number; no conflict |
| OTP expires before Designee can share it | Operator can trigger a new OTP; the expired one is invalidated |