OF 4
Customer Verification & Safe Deliveries™
Verify every customer. Protect private information.
Recognize risks. Complete every delivery professionally.
The Marijuana Handlers™ Promise
We believe cannabis education should build confident
professionals—not simply prepare students to pass an exam.
🎯 Learning Objectives
After completing this lesson, you should be able to:
reaches the correct address. The driver must confirm that the
lawful recipient is present, verify the recipient’s identification,
protect confidential information, assess the delivery environment,
and follow company procedures before transferring any product.
Customer Pre-Verification
Before a home delivery may be completed, the consumer must
establish an approved delivery account through the required
pre-verification process.
The pre-verification process is designed to confirm that the
person placing the order is legally permitted to receive
adult-use cannabis and that the identification presented during
delivery matches the information used to establish the account.
Information Commonly Collected
- Consumer’s legal name
- Date of birth
- Delivery address
- Primary telephone number
- Email address
Driver Responsibility
- Confirm the delivery information.
- Verify the recipient at the residence.
- Compare the identification to the order record.
- Follow company privacy procedures.
- Report inconsistencies before completing delivery.
⚠ Important
Pre-verification does not replace identification inspection
at the time of delivery.
The delivery driver must still verify the recipient and the
identification presented before transferring cannabis or
cannabis products.
Identification at the Delivery Location
Adult-use cannabis may only be delivered to a qualified
consumer who is at least 21 years old and presents valid,
unexpired, government-issued photo identification.
The person receiving the order should be the person whose
information was used to establish the delivery account and
place the order.
Confirm the Address
Verify that you are at the approved residence listed on
the delivery documentation.
Identify the Recipient
Ask the recipient to present valid, unexpired,
government-issued photo identification.
Compare the Information
Compare the photograph, name, date of birth, identifying
features, and delivery account information.
Inspect the Identification
Physically examine the front and back of the
identification according to company procedures.
Complete or Refuse the Delivery
Complete the transaction only when all verification
requirements are satisfied.
🌿 Marijuana Handlers™ Best Practice
Never rush an identification check because another delivery
is waiting.
A delayed delivery is inconvenient. An unlawful delivery can
threaten public safety, the employee’s registration, and the
employer’s license.
The F-L-A-G Identification Check
The F-L-A-G method provides a simple process for examining
identification and identifying possible fraud, alteration, or
use by someone other than the person named on the card.
F
FEEL
Feel the card for unusual thickness, peeling,
rough edges, bumps, ridges, or altered surfaces.
L
LOOK
Inspect the photograph, expiration date, typeface,
birth date, security features, and signs of alteration.
A
ASK
Ask basic questions when the identification appears
questionable or may belong to another person.
G
GIVE BACK
Return the identification after inspection and follow
company procedures if it is unacceptable.
Identification Questions
When identification is questionable, appropriate questions
may include:
- What is your full name?
- What is your date of birth?
- What is the address shown on the card?
- What is your ZIP code?
- What year were you born?
Questions should be asked calmly and professionally. The
purpose is verification—not intimidation or embarrassment.
When a Delivery Must Be Refused
A delivery must not be completed when the legal, safety, or
company requirements for the transaction have not been met.
✓ Complete the Delivery When
- The approved recipient is present.
- The delivery address is correct.
- Identification is valid and unexpired.
- The recipient is at least 21 years old.
- The identification matches the recipient.
- The delivery environment appears safe.
- All required procedures are satisfied.
✕ Refuse or Stop the Delivery When
- No acceptable identification is presented.
- The identification is expired or altered.
- The person does not match the identification.
- The recipient is not the approved customer.
- The person appears under 21.
- The recipient appears impaired or unsafe.
- There is a suspected risk of diversion.
- The location or situation appears dangerous.
🚨 Compliance Alert
When a delivery cannot legally or safely be completed:
- Do not transfer the product.
- Remain calm and professional.
- Return safely to the vehicle when appropriate.
- Notify dispatch or management.
- Document the reason according to company procedures.
- Secure and return undelivered product as required.
Recognizing Possible Impairment
Signs of cannabis impairment can be more subtle than signs
commonly associated with alcohol. Drivers should observe the
recipient’s behavior and immediately report concerns according
to company procedures.
Possible Indicators
- Red or irritated eyes
- Strong odor of cannabis
- Delayed reaction time
- Difficulty concentrating
- Poor coordination
- Confusion or memory difficulty
- Impaired judgment
- Unusual anxiety or behavioral changes
Driver Response
- Do not argue or accuse.
- Do not complete an unsafe transaction.
- Maintain a safe distance.
- Notify your delivery partner.
- Return to the vehicle when appropriate.
- Contact management or dispatch.
- Document the incident.
- Seek emergency assistance when necessary.
🏆 Coleman Standard™
When safety and a sale conflict, safety wins every time.
Professional drivers do not allow pressure, speed, or fear
of disappointing a customer to override sound judgment.
De-Escalating Difficult Situations
De-escalation uses purposeful communication, body language, and
safe actions to slow or reduce the intensity of a potentially
dangerous interaction.
Professional Communication
- Remain calm.
- Use a respectful tone.
- Speak slowly and clearly.
- Listen without interrupting.
- Acknowledge the person’s concern.
- Avoid challenging or insulting language.
Safe Actions
- Respect personal space.
- Maintain a safe distance.
- Avoid unnecessary physical contact.
- Do not enter an unsafe residence.
- Move toward safety when tension rises.
- Request assistance before the situation worsens.
🚨 Leave When Necessary
De-escalation does not require you to remain in a dangerous
situation.
If violence appears imminent, discontinue the interaction,
move to safety, notify your employer, and contact emergency
services when appropriate.
Customer Privacy and Professional Conduct
Delivery information may include a customer’s name, address,
telephone number, email address, date of birth, and order
information. This information must be handled confidentially
and used only for lawful delivery operations.
Protect Customer Information
- Do not discuss customers with unauthorized people.
- Do not photograph customer information.
- Do not post delivery details on social media.
- Keep manifests and devices secure.
- Follow company data-protection procedures.
Represent the Industry Professionally
- Be courteous and respectful.
- Keep conversations professional.
- Avoid discussing unrelated customer matters.
- Do not accept unauthorized changes to an order.
- Report concerns through proper channels.
🌿 Marijuana Handlers™ Best Practice
Treat every delivery address as confidential workplace
information.
Never discuss where customers live, what they purchase, or
how frequently they order.
📘 Knowledge Check
Before continuing, make sure you can answer these questions:
Does customer pre-verification eliminate the need to inspect
identification at delivery?
What does each letter in F-L-A-G represent?
Name three situations that require refusal or suspension of a
delivery.
What should a driver do when a customer interaction begins to
escalate?
Why must customer information remain confidential?
What You Learned
Up Next → Lesson 3
Transportation, Security & Emergency Procedures™
Vehicle security, GPS monitoring, cameras, manifests,
product control, incident response, theft, diversion, loss,
and emergency reporting.