Did you know that Amazon sometimes requires a one-time password (OTP) for high-value deliveries?
If you’re an Amazon customer, you must give your driver the password to receive your package.
How to find an OTP code: Go to the order tracking page at Your Orders > Track Package. The code is listed at the top of the order tracking page.
If you’re a Flex driver, you can’t complete an OTP delivery without inputting an acceptable code. If the customer can’t find the code, choose the “password is missing or incorrect” option and ask for the last two digits of their phone number.
But what are you supposed to do if your customer isn’t there to receive the package? Will your ratings take a hit?
Read on to learn how one-time passwords work for Amazon customers and Flex delivery drivers.
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How one-time passwords (OTP) work for Amazon customers
A one-time password (OTP) is a security feature that Amazon uses on some high-value deliveries.
When an OTP is required, you will need to give the six-digit OTP code to your delivery driver before you can receive the package. No code, no delivery!
How to find the OTP code
Amazon emails you the six-digit OTP after your item ships. The email will have more information about how the password works and how to share it with your delivery driver.
To find the code in the Amazon app or Amazon.com: Go to Your Orders > Track Package. The code will be displayed at the top of the order tracking page.
How to share the OTP code with your driver
When they arrive, your driver will knock on your door and ask for the password. Tell them the code, or show it on your phone screen.
If you can’t find the code, go to the tracking section for the order or search your email for the initial shipping notification.
If you still can’t find the code, ask your driver if there’s anything else to do. They may be able to use the last two digits of your phone number to verify the delivery.
What if you can’t be there for the delivery?
If you can’t meet your delivery driver, you can share your OTP with someone else who can receive the package. Give your code to a trusted person and have them share the code and pick up the package.
Amazon will re-deliver the package on the next working day if nobody can receive it.
Can you leave the code on a piece of paper at your door?
Customers must be present for an OTP delivery. Drivers are instructed to only get an OTP code from a live person, not a piece of paper.
Most drivers will not complete the delivery if you put your code on a piece of paper at your door.
Why do some orders have OTP codes?
Amazon uses the OTP on high-value orders like computers, tablets, and smartphones.
How one-time passwords work for Amazon delivery drivers
On some deliveries, you will need to collect a one-time password (OTP) from the customer before you can complete the delivery.
An order that requires OTP will be labeled “one-time password delivery” in your itinerary.
When you arrive at an OTP delivery, ask the customer for the six-digit OTP code and input it into the app. Three incorrect attempts will prevent you from completing the delivery, so type carefully.
The customer can’t find their OTP code? Here’s a workaround
If the customer can’t find their code, there’s a trick to get around it: Select “password is missing or incorrect,” then ask the customer for the last 2 digits of their phone number. You can input that as a valid code in many cases.
How to help a customer find their OTP code
Customers can find the OTP in two places: In the Amazon app & Amazon.com at Your Orders > Track Package, or in the email that Amazon sends when the package first ships.
The Amazon app is usually the fastest way to find the code. Have the customer go to the tracking page for the order and look for the code toward the top of the page.
If the customer can’t be there to receive the delivery, they can share the OTP with someone else who can take the package. That means it’s okay if the person receiving the delivery doesn’t match the name on the package as long as they have the correct code.
How to protect your ratings: What to do if you can’t deliver an OTP delivery
As a Flex driver, your ratings affect the offers that you receive. Poor ratings = fewer orders (here’s why)! Undelivered packages can harm your Reliability rating if you don’t take the right steps.
If you are doing an OTP delivery and there is no customer to receive the package or they can’t give you the correct code, mark the package as undeliverable and select the correct reason. Then, return the package to the warehouse by 10 AM the following day.
To protect your ratings, contact Amazon support to let them know about the delivery. You won’t typically take a hit to your standing if you proactively reach out to support.
What you can do about early and late deliveries
Amazon deliveries can happen as early as 3 am or as late as 11 pm. What should you do when it’s too early or late to get a code?
Before you start your route, check your itinerary for OTP deliveries and ask to have them removed if you think it will be impossible to get a code. A warehouse employee should be able to remove the packages without a hit to your standings.
If you choose to take the delivery, try doing it at the end of an early block or at the beginning of a later block to increase the chances of contacting the customer.
But if you end up at someone’s doorstep and you think it’s too early or too late to knock on the door or call, contact support and let them know the situation. They can take steps to make sure that the undeliverable package doesn’t harm your ratings.
Amazon Flex driver reactions to OTP deliveries
Many Flex drivers didn’t react very positively to the OTP announcement, but some saw it as a way to prevent fraud and protect drivers.
“They 100% will not know the pin and a bunch of people are going to get mad”
“Now your 4 hour route is a 6 hour route when you have to knock and wait for a customer.”
“Customers never respond or are never home”
“It protects drivers if anything”
“It’s a fraud deterrent”
More reading for Flex drivers