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Failed deliveries create friction at every level: they frustrate customers, burden support teams, and drain operational resources.
Often, the underlying issue is singular: inaccurate delivery location data.
Even when the street address is correct, an imprecise geocode (the latitude and longitude coordinates that guide driver partners) can send a package to the wrong doorstep, building, or entrance.
For too long, missed deliveries have been treated as an inevitable part of ecommerce logistics.
Enter Customer Geocode Corrections.
Now live for a percentage of traffic and scaling soon, Veho’s new self-service Geocode Correction tool in the Consumer Web App (CWA) empowers customers to adjust their delivery pin directly on the map.
The result: fewer location errors, less brand support overhead, and a higher likelihood of first-attempt delivery success.
Giving Customers More Control
Until now, if a customer needed to fix a delivery pin or correct a location mismatch, they needed to connect to our internal support team for manual intervention. With this new capability, customers can open their map view in the Customer Web Application (CWA), reposition the geocode pin, and confirm the correct location, all on their own.
Customers can choose to either update the address to match the new pin or keep the original address while updating the geocode behind the scenes. This type of correction is vital in cases where the client-provided address was correct, but our system’s normalization introduced an error in geocoding.
For deliveries where something is fundamentally wrong, a unit number missing, or a need to reroute to a different location, customers can still edit their address directly through the Customer Web or Mobile App. While address changes have been available to all users for some time, our new geocode correction functionality builds on that foundation by addressing a deeper layer of location precision.
Why Geocode Corrections Matter
Every delivery starts with a data point (an address and a geocode) and even small inaccuracies can create real-world challenges. If a pin is off by just a few houses or points to the wrong entrance of an apartment complex, it can mean a missed delivery, a frustrated customer, or an unnecessary support call. By enabling customers to fix geocode issues before the day of delivery, we’re reducing failure points and increasing the likelihood of a successful first attempt.
For brands, this tool is more than just a UX improvement. It’s a direct enhancement to operational reliability. Fewer failed deliveries mean fewer returns, fewer escalations, and more satisfied end customers. By surfacing this self-serve corrections tool, we’re also reducing strain on our support and driver operations, creating a more scalable, efficient network for all stakeholders.
Guardrails That Preserve Quality
To ensure this feature improves delivery outcomes without introducing risk, we’ve implemented key constraints. Customers can only update addresses and geocodes within the serviceable range of the destination facility. Edits are blocked once the day of delivery arrives, preserving route integrity for driver partners already on the road. And if changes are needed later in the process, our Support team can still step in up until 6 AM on the day of delivery.
Looking Ahead
Over the coming months, we’ll be expanding support for additional self-service address scenarios, introducing proactive SMS alerts when addresses are flagged as invalid or incomplete, and extending geocode correction to the Consumer Mobile App (CMA). We're also building clearer guidance into the interface to help customers understand when and why changes can or cannot be made.
More importantly, we’re continuing to invest in better tools for our Support and Ops teams, enabling us to track and resolve root issues more effectively.
Launching customer geocode corrections is another important step in our mission to build a smarter, more precise, and more reliable delivery network for customers, driver partners, and shippers alike.
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