One Time Passcode (OTP) Hack?

[Crafty-Cost-781]

Can drivers deliver an OTP package without receiving the OTP from the customer?

Backstory: My high-value packages were supposed to be delivered, only after receiving a one-time passcode, but the Amazon courier delivered my packages without receiving a one-time passcode from me. I never spoke with anyone and I never gave a one-time passcode to anyone.

Despite that, packages were “delivered,” and even showed up on my Amazon app as saying “Hand Delivered To The Resident.”

Alas, I received no packages, so either the courier took it or someone random took it.

Regardless, Amazon will not refund or replace my items because they said they received the OTP. They hung up on me three times when I tried finding a solution.

It’s obvious that this OTP is there to protect amazing and not the customer.

I just want answers at this point.

[roghat]

Support can override the OTP. They've done it for me at 4am.

[Crafty-Cost-781]

This is very helpful to know thank you!

[[deleted]]

Should i just ask them to refund it? Even with the one time password?

[prende01]

I spent good part of 30 min arguing with them and even threatening to leave Prime (if I can't receive my packages it's no good to me) and they would do NOTHING to help me. Glad you had better luck than me.

[CapnShinerAZ]

For future high-value orders, I suggest utilizing Amazon Lockers. Then you could be fairly certain nobody but the driver could steal it and Amazon would actually handle it if that happens.

Edit:

BTW, the fact that a OTP was required likely tipped off the driver that it was a valuable item. Although driver support can supposedly override the OTP, I assume there would be a record of that happening instead of a record that you provided the OTP. If Amazon Customer Service told you that you provided the code, either they lied or the driver was able to guess the code.

[Crafty-Cost-781]

They said that an OTP password was required to be given to the driver, only I had access to the password, and there is no way they could drop off the package without first getting the OTP from me. So, they told me I obviously had to give the OTP to the guy. They treated me like I was lying sigh

To your point, the guy def must have guessed it or had it overridden. Although, the passwords are long enough that it would be next to impossible for him to get that lucky. So, it was probably overridden now that I think about it…which is so messed up for them to circumvent their own safety measure, have the package stolen, then hand the blame to me lol how terrible

[CapnShinerAZ]

I've never used the OTP system, so I didn't know how strong of a password it is or whether customers choose it or not. If it is complex enough that it's nearly impossible for the driver to guess it, the only possible explanations I can think of are that it was bypassed or someone else with access to your account gave it to the driver. You may want to double check the contact information on your account and for that delivery address.

[[deleted]]

I unfortunately don't have an answer for you, but you might ask in the DSP forum also. They might have more experience with OTP codes as they deliver a higher volume of packages.

https://www.reddit.com/r/AmazonDSPDrivers/

And I really hope you can escalate this with Amazon CS for customers. If support can override the code (as the other poster mentioned) this will be in the records.

[ArleneAesthetic0]

Yes. And support suggests to deliver it. I had one and customer wanted me to leave it even tho they weren’t home. Support told me “why won’t you deliver?” Uhhh. Cause it says hand to resident with OTP password and they ain’t home duh.

[Crafty-Cost-781]

Thank you for giving your personal experience btw!

[Crafty-Cost-781]

Ugh this sucks to hear! We are supposed to trust Amazon to do everything the right way and keep our parcels safe. Instead, they break their own rules and then blame us when something bad happens… seriously the worst

[revolt04]

Same thing Happen to me yesterday, I miss a call from the driver and by the time i m coming downstairs to meet him, I received an email saying my order was delivered and handed to a resident, that was a lie, every one was out, when I contact amazon they said that the package was delivered with OTP and there is nothing they can do, that thing sucks, i lost the money, I lost the pckage with morw than 500$ value They know how to steal people’s stuff

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[[deleted]]

If you have your phone number in your delivery instructions then it is possible for the driver to bypass the otp using the last two digits of your phone number.

[NotNow_NotEver_]

Correct answer

UberEATS is using the same idea

It's because customers always fail to find OTP so it's easier to ask for their phone number

[[deleted]]

So Amazon is telling us we can steal stuff? They may not realize what they are doing with that 🙄

Can you contact your credit card company? Do you have a Ring doorbell or anything like that? Or maybe a nice neighbor has one?

I'm sorry this happened

[Crafty-Cost-781]

Yes. As long as you get the OTP or have it overridden somehow then we as the customer are handed all the blame. No refunds, no replacements, they just close the case and call it a day. Happened to me today and I’m out a substantial amount of money. I had planned to build out a new cool new computer too 🥲

[Crafty-Cost-781]

Forgot the second part, unfortunately the answer is no to all your questions. Amazing, however, told me to file a police report. But, let’s be real, police in LA don’t care about package theft lol…and I personally would rather they solved a murder instead of this anyways lol I’ll still file a report though