WATCHDOG – Amazon’s One Time Password
Published: 3rd January 2024
Watchdog spoke to a number of customers of online retailer, Amazon.co.uk who are angry because they didn’t receive the items they ordered despite giving the delivery courier Amazon’s One Time Password at the point of delivery.
Amazon have introduced the One Time Password as a system to offer additional security to the delivery process, however Amazon customer Henry has told Watchdog that in September 2023, he had simultaneously ordered two high value items, a power saw and suitcase. However he only received one ‘One Time Password’, for the circular saw. At the point of delivery the driver asked for the 6 digit code, which Henry gave, however the delivery only contained the suitcase. The Circular saw was missing. Henry has told Watchdog that he received an email from Amazon telling him that the password ‘was handed over, so the saw was delivered”, leaving him £290 out of pocket.
He went on to say “When I've tried to get in touch with Amazon they just washed their hands of it. The passcode doesn't guarantee that what's in the package is what you paid for.”
Amazon customer David told us that in October 2023, he ordered a new phone from Amazon for £899, and also gave the One Time Passcode to the driver upon request in order to receive the package.
He told us that he “immediately saw that it was empty, the bottom of the envelope had been ripped open.” Amazon suggested that he contact his local police to report the theft, however David went on to say Amazon have a “blank refusal to take any action unless you supply a report, which the police are not willing to give.”
Finally we heard from Rosemary, who, having given her One Time Passcode, opened her Amazon package to discover that the two new smart phones she had ordered had been replaced with one tin of mackerel and another of spam! She told us that “Despite providing Amazon with photographic evidence of this, they are refusing to take responsibility.”
Katherine Hart, from Chartered Trading Standards Institute, told us that although “the concept and theory are great, there's obviously this opportunity to exploit a weakness in the system”. She suggested that “Amazon should be investigating that and take responsibility”.
Furthermore she suggested that Amazon should put additional measures into place, such as tamper proof packaging, or by allowing the consumer time to check the delivery before allowing the driver to go. Finally she recommended that “if somebody gives you that package and it's broken in any way, refuse delivery.”
In response to our case studies, a spokesperson for Amazon commented:
“We work hard to protect customers, selling partners and Amazon from abuse and we have systems in place to detect suspicious behaviour. Customer satisfaction is our utmost priority, and we’re sorry that customer experiences in these cases did not meet the high standards we expect. We have implemented additional controls that are already making it even harder for bad actors to defraud customers, selling partners and Amazon. We are collaborating with the authorities, and are working tirelessly to improve the customer experience in these cases.”
Since filming, all of the cases featured by Watchdog have subsequently been refunded by Amazon.
