Violation of Official Amazon Protocol: Amazon’s official policy on secure deliveries strictly mandates that OTPs must be collected in person at the time of physical handover, never over a phone call. Misleading/Deceptive Tactic: The driver called claiming to be "right outside," creating a false sense of immediate delivery to trick you into providing the OTP before they arrived. Bypassing Handover Safeguards: By taking the code over the phone, the driver bypassed the physical verification step, marked the package as "Delivered – Handed to resident" without ever reaching your doorstep, and walked away with your package.
If the delivery agent has access to my name and address to deliver my package, why can't I have access to his name and phone number when he steals it?
STATEMENT OF FACTS:
Order Overview: I placed two orders on Amazon.in (Order IDs: 408-5366399-4500346 and 408-9051793-1292321). Both items were packaged together under Tracking ID 371376235809.
Driver Misconduct & Illegal OTP Request: On the expected date of delivery, the assigned delivery associate called me via phone and falsely claimed he was right outside my doorstep. Under the pretext of completing the delivery, he asked for the One-Time Password (OTP) over the call. Expecting the package to be handed over immediately, I shared the OTP.
Non-Delivery of Goods: The delivery agent entered the OTP into his system, marking the package status as "Delivered today – Package was handed to resident". However, the agent never arrived at my residence, never entered my premises, and never physically delivered the package.
Violation of Amazon Guidelines: Amazon’s official Secure Delivery Policy explicitly requires delivery associates to collect OTPs in person at the time of physical handover. Collecting an OTP over a phone call under false pretenses violates Amazon’s operating procedures and constitutes driver theft/fraud.
Deficiency in Customer Service: Upon contacting Amazon Customer Care and submitting complaints via email, customer support repeatedly refused to investigate or refund the amount, citing that the OTP was verified, thereby failing to audit the driver's breach of policy.
Evidence Available:
Call Logs: Proof of the incoming call from the delivery associate requesting the OTP prior to any physical arrival.
CCTV Footage: Timestamped footage showing that no delivery associate or vehicle arrived at my premises during the entire delivery window.
RELIEF SOUGHT:
I request the National Consumer Forum / NCH to intervene and direct Amazon Seller Services Pvt. Ltd. to:
Perform an internal GPS coordinate audit of the delivery associate's location at the exact timestamp the OTP was entered.
Process an immediate FULL REFUND or REPLACEMENT for both affected order items under Tracking ID 371376235809.
Take necessary disciplinary action against the delivery associate for fraudulent practices.
