The Welcome Lounge: introduce yourself 👋

Hi fox520 and welcome to Which? Conversation.

Delivery companies taking photos has been mentioned a few times in our discussions. I presume that it helps protect them and the retailer from fraud if goods go missing or have been delivered and the purchaser claims otherwise. It does not concern me but if it did I would offer to sign for the goods.

One problem is that we often do not know which company an online retailer uses for deliveries and some retailers use more than one.

Photographic ‘Proof of Delivery’ has been one of the greatest advancements that Carriers have introduced.

It protects both the consumer and the retailer and avoids any disputes regarding deliveries.

Delivery drivers typically photograph the parcel inside a customers open front door, with some surrounding detail such as paving, a step, plant pots, entrance mats etc, which identify the address and can be used to verify the address in the event of a delivery dispute. Drivers would not typically take a photo of the customer, although they may take a photo of a customer holding a parcel in the doorway, but this would generally be from the neck down and avoid the customers face.

Signatures taken on the drivers scanner were never very reliable as the sensitivity of the screens was questionable and signing was often awkward, resulting in a scribble which was never an accurate representation of the customers signature.

Fox520 — I don’t know the legal position of taking a photograph through an open doorway but if you have ordered something for home delivery you have effectively invited them onto your property, and, once you have opened the front door to them, that is as good as saying “leave the parcel here”. Is additional consent necessary for fulfilling a delivery? I doubt it.

I have noticed that some delivery companies state on their delivery notification that taking a picture of the parcel in the doorway is their method of working so you have the right to make alternative arrangements [collection from a depot or collection point perhaps, or placement in a box or receptacle of some sort inside your grounds but not into the house].

The pictures I have seen on a delivery confirmation e-mail do not show the exact location, just a lower view of the doorway with the package perched on the threshold. I don’t see that as an invasion of our privacy or a trespass on our private property.

I am often upstairs when a parcel carrier comes so I open the window and thank the driver as he leaves it on the doorstep.

I am not sure why you would want to stop this practice. To my mind it is a reasonable security precaution to stop dishonest claims against the consignor for failed deliveries and it is a protection for employees from false accusations.

I agree entirely John. Consumers should also keep in mind that unless they have chosen to have their property obscured on Google maps, a clear image of most residential properties can be viewed on Google maps by anyone with online access, although some of the images may be several years old and may not show any property improvements.

Hi fox520,
You don’t say which delivery companies insist on the open doorway, could it be DPD?

I had a few problems with them at the start of the pandemic but following the instructions on their website now leave a note attached to the front door that says:
Self-isolating
Please leave in porch below
Parcel No:
123456789
Sender name
Date
Thank you
Very vague scribbled signature if requested.

The ‘porch’ is more of a covered doorstep, but it keeps them and us happy.

John wrote: “The pictures I have seen on a delivery confirmation e-mail do not show the exact location, just a lower view of the doorway with the package perched on the threshold. I don’t see that as an invasion of our privacy or a trespass on our private property.”

I agree, John. I’ve seen delivery photos that include my legs and feet but no more. If I ever see one where I am not wearing matching socks I might change my mind.

Thanks for the welcome and to all of you for sharing your thoughts. I fully take on board what you’ve said. I am still uncomfortable with a photo being taken while the door is open and certainly think there is no reason for the householder to be present but can see the reason why they are taking the photo. I also acknowledge the point that by ordering online it could be construed (or may even be in the Ts and Cs) you are permitting them to take the photo with the door open.

I like the idea of calling down from the window above telling them to leave the parcel outside though one told me he couldn’t as he had to see the door open – that was DPD. I shall try this from now on as I’m often working in the room above the front door.

I see the benefit of the photo to provide delivery proof, though on a sidenote that could be seen to represent a problem with the company employing trustworthy staff and providing good training, as well as engaging with the drivers at a personal level. I can only assume there is no time for that type of support any more and zero hours contracts can mean some drivers have little inclination to do the right thing all the time.

Fox520 — There is more on issues around parcel deliveries in this Conversation —
https://conversation.which.co.uk/shopping/deliveries-disabilities-accessibility-equality-act-2010/