Carriers start to suspend signatures on delivery

Carriers including the Royal Mail are starting to suspend signatures on delivery, even for services where a signature is normally required such as Special Delivery or other Signed for services. Instead, they will simply ask for the name of the person receiving the parcel and record this without signature removing the need for handheld devices to be touched by customers.

This will impact consumers as when a parcel is delivered it is likely to be placed on the door mat, the delivery person will ring the bell and step back a couple of meters and if the parcel is accepted and taken into the house they will record that as if a signature had been received.

This may well impact the tracking you receive with a new delivery code CV19 being recorded which doesn’t stand for being sent to Coventry but instead refers to Covid-19. Marketplaces and website owners will need to be aware that their normal proof of deliveries will vary over the next few months and be aware of the requirement by carriers to suspend signatures on delivery until further notice. This could also provide an opportunity for some cost savings in your shipping costs. During the period of time that carriers suspend signatures on delivery, you may well decide to use a cheaper service with a doorstep scan rather than a signature on delivery.

With many in the country going to have to self isolate at some point, we are going to be reliant on deliveries for everything from food to medicines as well as doubtless treats and diversions to keep us occupied and distract from the boredom of staying at home. Courier delivery drivers and Posties are at the front line and will be the ones to keep the country moving, so work with them while they suspend signatures on delivery to help them stay safe and make their lives as easy as possible during these changes.

Royal Mail suspend signatures on delivery – Changes to Operational Delivery Processes

The following notes are the temporary changes for posties to Royal Mail’s Operational Delivery processes for the delivery of any parcels which cannot be posted through a letterbox, or items that would normally require a signature.

For “Non-Signed” for parcels (1C/2C, RM24/48, T24/48)

• Scan the parcel as delivered but do not press submit
• Leave the parcel on the doorstep, knock on the door and step back two metres
• When the customer comes to the door tell them they have a parcel there
• Witness the customer taking the parcel inside
• If the customer takes the parcel inside the postman or woman should press submit
• If the customer refuses to take the parcel inside, then the postman or woman should:
  • Retrieve the parcel
  • Update the PDA status to “Undelivered – No Answer”, and
  • Leave a “Something For You” card so that the parcel can be collected at a later point
  • Do not show the parcel as “Refused”

For “Signed” parcels including letter formats (Signed For, T24/48 with signature, International)

• Scan the parcel as delivered but do not sign yet
• Leave the parcel on the doorstep, knock on the door and step back two metres
• When the customer comes to the door, tell them they have a parcel there and inform them that we will not be collecting the usual signature, but we will require the customer’s name and must witness the customer taking the parcel in
• Input the customer’s name as normal. When the signature box appears, input “CV19” but do not press Done until the customer picks up the parcel
• If the customer takes the parcel inside the postman or woman should press Done
• If the Customer refuses to take the parcel inside, then the postman or woman should:
  • Retrieve the parcel
  • Update the PDA status to “Not Delivered – No Answer” and
  • Leave a “Something For You” card so that the parcel can be collected at a later point
  • Do not show the parcel as “Refused”

For “Special Delivery” parcels, including letter formats

• Scan the parcel as delivered but do not sign yet
• Leave the parcel on the doorstep, knock on the door and step back two metres
• When the customer comes to the door tell them they have a parcel there and inform them that we will not be collecting the usual signature, but we will require the customer’s name and must witness the customer taking the parcel in
• Input the customer’s name as normal. When the signature box appears, input “CV19” but do not press Done until the customer picks up the parcel
• If the customer takes the parcel inside the postman or woman should press Done
• If the customer refuses to take the parcel inside, then the postman or woman should
  • Retrieve the parcel
  • Update the PDA status to “Not Delivered – No Answer” and
  • Leave a “Something For You” card so that the parcel can be collected at a later point
  • Do not show the parcel as “Refused”

For “Age Verification” parcels

• Knock on the customer’s door, walk back two metres and scan the parcel
• Advise the customer that they have an “Age Verification” parcel that we can leave on the doorstep without the usual signature, but must still verify the persons age and witness them taking the parcel inside
• Ask the customer to open the door or stand in a window and undertake the “Challenge 25” check
• If the customer does not look over 25 the postman or woman should ask the customer to provide ID that proves their age. The customer can either show this to the postman or woman at a safe but visible distance or as an alternative through a window
• If the customer looks over 25 or produces the relevant ID, the postman or woman should ask the customer for their name and advise them to step back
• They should then input the customer’s name into the PDA, when the signature box appears the postman or woman should input “CV19” without pressing Done and should place the parcel on the doorstep
• When the customer takes the parcel indoors the postman or woman should press Done
• If the customer does not provide the relevant ID/proof of age then the Postman or woman should:
  • Refuse to deliver the parcel
  • Update the PDA status to “Undelivered – Failure to Produce ID”, and
  • Leave a “Something For You Card” so that the parcel can be collected at a later point

Key questions

Does this apply to all parcels and items requiring a signature?

Yes. These new processes apply to all parcels and items requiring a signature that are delivered in the UK.

Do these changes only apply when we suspect the receiving customer has coronavirus?

No. These new temporary processes apply to delivery to all customers.

When do these changes come into effect?

These changes are effective immediately, until further notice.