Rules exist everywhere. A civilised society has rules to keep people safe, keep things organised. But at times I wonder what goes on with some companies who make rules. What analysis of data, discussion and approval was done to sign them off.
An example in kind….
My wife placed an online order which was delivered to the post office in a local shop. I went to collect it for her.
The email from the online retailer indicated the following: “Bring your tracking number and at least one form of PhotoID with you”.
A link in the email to the carrier provided the following information: “Your PhotoID is required to collect your parcel.”
The experience:
My driving licence (with the same surname and address of the parcel) plus the tracking code was NOT enough. (exit store sending whatapp message to my wife requesting photo of driving licence – return 1/2 hr later)
A photo of my wife’s driving licence was not enough. However – the presentation of the PHYSICAL licence – with her name & address on it, by me, WOULD be enough. (exit store again still parcel-less).
How hard does it have to me? Parcel carriers dump parcels on the wrong door every single day. We often find ours in the recycling bin, the woodshed or just left on the doorstep in pouring rain.
I have walked down my street and collected a parcel from a courier simply by saying – I live there ( it was my parcel by the way!) even though I was outside the house. I could have just made up a copy of my wife’s driving licence and they probably would have accepted it. I don’t accept that the process is the last word in fraud prevention.
It was a low value parcel from an online cosmetic store. Not the launch codes for Trident!
Rant over.
My point – processes to achieve simple things, need to be simple and when it comes to “service”, keep things consistent across all your channels!!
