Online shop requiring scanned copies of IDs

gandalfina

VERY.co.uk - requirement to send scanned copies of IDs
Hi,

I was wondering is anyone can share an advice about the following situation. I have unwisely chosen to purchase online an item from Very.co.uk - which seems to be a disaster merchant, because they claim that they have delivered to my address, someone signed for the item and now refuse to take responsibility for the missing delivery. When I contacted them to complain that I have not received my goods already 10 days (from Nov.4 till Nov.14), they replied that the items were delivered and that I should prove to them my identity by sending them a scanned copy of my IDs with signature. I've used many online shops so far and this is the first time ever, I have a merchant requesting a scanned copy of my IDs over the internet to prove my identity to locate a missing delivery. At least to me this sounds very suspicious. If they have failed to deliver correctly, I don't think as a consumer I should be obliged to send scanned copies of IDs with signatures to some Customer Service Department which none knows where they are based. I was wondering if anyone has previously been faced with similar situation and what are my rights as a consumer to recover my money at least.

thank you,
Millie

bod1467

They'll be wanting to compare your signature with that on the Proof of Delivery I guess.

fluffnutter

I doubt they can insist on this. I should imagine the burden of proof lies with them to prove you did take receipt, not with you to prove you didn't. Legally, I expect they should take your word for it. In practice, it might be easier to comply but this will depend on your own personal attitude towards your data. If you're unhappy to do this, try telling them it's not up to you to prove your innocence and under the DSR the failure of the courier to deliver to you and you alone is their problem not yours.

agrinnall

You could scan something then redact all of the personal details so that they can see it's an official document with your signature on but doesn't contain anything that could be used fraudulently. Although to be honest if it was signed for on one of those electronic screens it would be unlikely to bear much resemblance to your normal signature even if you had done it yourself.

fluffnutter

agrinnall wrote: »

You could scan something then redact all of the personal details so that they can see it's an official document with your signature on but doesn't contain anything that could be used fraudulently. Although to be honest if it was signed for on one of those electronic screens it would be unlikely to bear much resemblance to your normal signature even if you had done it yourself.

Totally true. I can't write on those screen things. This is another reason why I think the OP should insist on redelivered goods without all this palaver. Quite frankly, Very could turn round and say 'we think it looks the same' even if it's a different name written by a blind person. So where would you go from there?

Tell them it's not up to you to prove you didn't receive the goods.

gandalfina

Thank you for your replies. I agree completely that they should be the one proving that the goods were delivered.

Is there an institution where a consumer can complain about the conduct of an online merchant?

Thanks,
Millie

tom717

fluffnutter wrote: »

Quite frankly, Very could turn round and say 'we think it looks the same' even if it's a different name written by a blind person.

They could also very easily copy your signature to another document to "prove" that the delivery was signed for.

fluffnutter

gandalfina wrote: »

Thank you for your replies. I agree completely that they should be the one proving that the goods were delivered.

Is there an institution where a consumer can complain about the conduct of an online merchant?

Thanks,
Millie

Well, Trading Standards enforces consumer rights legislation. But see how you get on first.

dshart

If you paid by credit card you could also raise the issue with them if the online merchant is not forthcoming with a solution.

gandalfina

I've just got a reply from Very continuing to insist that I first send them a copy of my documents before they send me specific information to whom the delivery was done:

"As far as we know, the parcel was delivered to your home address as it's not stated it went somewhere else, but this could change.
Like I said, we do require Proof of ID to further this investigation. If you are uncomfortable with sending information via email, you can send it through the post. Once we receive proof of ID, and if the signatures do not correspond, we will send you a copy of the signature for your own analysis."

Honestly, I find them very unprofessional.

Kingsd316

agrinnal mentioned an amicable solution, scan a document, remove everything personal except the name and signature and that should be suitable,

It does seem a joke having to do it but ive got a feeling they cant release any information about the delivery until they know they are talking to the correct person, its more to do with data protection and confidentiality rather than them being awkward