DPD have flagged my address - what does this mean?

EllieJade1995

EllieJade1995 said:

Hello, I have a claim with a retailer as I didn’t receive the item that they sent, I have said from the beginning that it was obviously an issue on their behalf as I can see the box wasn’t sealed. They still claimed with DPD, who have told them the weight matches - but obviously it’s fallen somewhere along the way as it was literally open, so that’s not relevant. Anyway, the retailer has been good but has told me that DPD’s response has flagged “multiple open claims” on my address. That’s all they’ve said, but I wanted to understand what this means. For a back story, there’s 3 within 1 year and only one (the above) is active. The other one was a dodgy driver that DPD never admitted to but the area had problems with, the package was clearly opened before and something was missing & the other they left outside when I hadn’t asked and I didn’t receive. I’ve still had deliveries from them since this most recent claim & had no issues, but would have thought surely if there’s a problem with my address they wouldn’t allow deliveries there? I don’t know if the retailer has caused me to unnecessarily worry and it’s just a precaution if it’s over a certain level, and that’s why I haven’t been banned as there’s been nothing further - or whether I should actually be worried?! Just looking for some advice as to if anyone knows what it means if a shipping company flag it, but still deliver to you. Thanks

Thanks everyone for your replies - totally understand they can blacklist - my point is that they haven’t done that as I’ve still had parcels delivered here by DPD, so I don’t really understand what the “flagging” is and it’s worried me! I don’t know if I’m being unnecessarily anxious!

EllieJade1995

dumpster_fire2025 said:

Aylesbury_Duck said:

Sounds like you're on a naughty list, perhaps close to DPD blacklisting your address.  There's nothing you can do about it, they can choose not to deliver to you as long as they're not discriminating against you on the basis of a protected characteristic.  It sounds like they are close to considering your address to be more trouble than it's worth.  

There are probably lots of people with flags against their addresses from various delivery companies and retailers, who are blissfully unaware.  I wouldn't let it bother you.

It's definitely a thing for DPD.

In a previous life I dealt with mobile phone insurance claims. Fraud was rife, not only with dodgy loss claims (and a few damage claims no doubt) but also quite a few claiming the phone was missing when they received their package, multiple times.

On occasion we'd repeatedly try to send phones out only for them to come back to us and when investigated by the team that did the dispatching (and who had contacts within DPD) it turned out that there were multiple loss claims and the address was blacklisted. No idea why this wasn't flagged before being sent, which would save a lot of faffing around but it is what it is.

Thanks for the confirmation. I totally understand they can blacklist - my point is that they haven’t done that as I’ve still had parcels delivered here by DPD, so I don’t really understand what the “flagging” is and it’s worried me! I don’t know if I’m being unnecessarily anxious - I also don’t know if there was anything from the owners before me. 

EllieJade1995

DullGreyGuy said:

What's the size of the seller? Big national company? Single small store?

Most large companies dont insure the parcels they send, its just not worth it when you are sending millions a year as all you're doing it increasing the profit of the courier company and you factor in the X% of lost/damaged goods into your pricing in the same way you do shop lifters etc. 

When uninsured there's nothing in it for the courier to refuse an address based on prior losses, normally bans are only based on assaulting staff etc. Couriers will also offer discounts for exclusivity which is also problematic if you are then turning around and refusing to deliver certain parcels.

Whether insured or not the merchant will still contact the courier for information to try and resolve issues with delivery and resolution may be dependent on that information. 

Couriers closely track issues raised with deliveries including delivery address, depots involved, employees, senders etc and their systems will highlight cases which have a disproportionate level of issues. For depots, employees etc this will likely trigger internal investigations in case of sticky fingers or careless staff. For delivery addresses it may only trigger if there is an insurance claim, if the merchant is assuming the risk they may just provide a data point that you have an unusually high claim rate and how outlandish it is... this may trigger the merchant to dispute your claim or potentially bar you as a customer going forward if it doesn't feel it has enough evidence to dispute this claim. 

Thanks for the update. What do you mean when you say an insurance claim? The company have offered me store credit so there’s no claim on DPD & another case I didn’t even bother following up so there’s was no lose to them. totally understand they can blacklist - my point is that they haven’t done that as I’ve still had parcels delivered here by DPD, so I don’t really understand what the “flagging” is and it’s worried me! I don’t know if I’m being unnecessarily anxious! 

Grumpy_chap

EllieJade1995 said:

Thanks everyone for your replies - totally understand they can blacklist - my point is that they haven’t done that as I’ve still had parcels delivered here by DPD, so I don’t really understand what the “flagging” is and it’s worried me! I don’t know if I’m being unnecessarily anxious!

I suspect that for a courier to reach the point of refusing to accept parcels for delivery to a specific address is the last step following a line of lower grade constraints.
One "empty box" report might be treated as just unfortunate and simply recorded.
Two "empty box" reports might trigger a caution note.
Three "empty box" reports might then trigger some more in depth investigation before communicating a conclusion to the dispatch shipper.
And so on, until the "unable to deliver to this address" marker is applied.

Couriers won't share how this process works or how many deliveries resulting in claims triggers each step.

visidigi

EllieJade1995 said:

DullGreyGuy said:

What's the size of the seller? Big national company? Single small store?

Most large companies dont insure the parcels they send, its just not worth it when you are sending millions a year as all you're doing it increasing the profit of the courier company and you factor in the X% of lost/damaged goods into your pricing in the same way you do shop lifters etc. 

When uninsured there's nothing in it for the courier to refuse an address based on prior losses, normally bans are only based on assaulting staff etc. Couriers will also offer discounts for exclusivity which is also problematic if you are then turning around and refusing to deliver certain parcels.

Whether insured or not the merchant will still contact the courier for information to try and resolve issues with delivery and resolution may be dependent on that information. 

Couriers closely track issues raised with deliveries including delivery address, depots involved, employees, senders etc and their systems will highlight cases which have a disproportionate level of issues. For depots, employees etc this will likely trigger internal investigations in case of sticky fingers or careless staff. For delivery addresses it may only trigger if there is an insurance claim, if the merchant is assuming the risk they may just provide a data point that you have an unusually high claim rate and how outlandish it is... this may trigger the merchant to dispute your claim or potentially bar you as a customer going forward if it doesn't feel it has enough evidence to dispute this claim. 

Thanks for the update. What do you mean when you say an insurance claim? The company have offered me store credit so there’s no claim on DPD & another case I didn’t even bother following up so there’s was no lose to them. totally understand they can blacklist - my point is that they haven’t done that as I’ve still had parcels delivered here by DPD, so I don’t really understand what the “flagging” is and it’s worried me! I don’t know if I’m being unnecessarily anxious! 

DPD will have told your shipper there is a history of claims of a particular type at this address for the purposes of awareness and likely to trigger more checks on what actually happened.

As you say if DPD have the weight right then its gone wrong from post the hub weight check and delivery to address. If there is a pattern of high value, contents missing claims, then DPD have the right to measure this and make the party who contracted their service aware - that its just that, a pattern.

The reason you have had other DPD's is because you aren't yet blocked - and likely because they were lower value/lower risk.

As per the other posters, if its always expensive stuff going missing it goes blacklist much quicker than the odd pair of socks going missing.

Its nothing to worry about, but definitely make sure that if DPD notify you of a delivery coming you do your best to redirect it/manage it online if you know you aren't going to be in (to avoid doorstep delivery).

the_lunatic_is_in_my_head

I wonder if DPD have a legitimate interest (in terms of GPDR rather than opinion) to share OP's personal data in such a manner?

Grumpy_chap

the_lunatic_is_in_my_head said:

I wonder if DPD have a legitimate interest (in terms of GPDR rather than opinion) to share OP's personal data in such a manner?

Would they be sharing personal data?
If DPD reach a point of refusing to accept deliveries because "we are unable to deliver to that address", it would be related to the address and not the individual.
There is not even anything to say that only applies to the one property - it could be unable to deliver to an area.

the_lunatic_is_in_my_head

Grumpy_chap said:

the_lunatic_is_in_my_head said:

I wonder if DPD have a legitimate interest (in terms of GPDR rather than opinion) to share OP's personal data in such a manner?

Would they be sharing personal data?
If DPD reach a point of refusing to accept deliveries because "we are unable to deliver to that address", it would be related to the address and not the individual.
There is not even anything to say that only applies to the one property - it could be unable to deliver to an area.

They appear to already have regarding the number and nature of claims.  

visidigi

the_lunatic_is_in_my_head said:

Grumpy_chap said:

the_lunatic_is_in_my_head said:

I wonder if DPD have a legitimate interest (in terms of GPDR rather than opinion) to share OP's personal data in such a manner?

Would they be sharing personal data?
If DPD reach a point of refusing to accept deliveries because "we are unable to deliver to that address", it would be related to the address and not the individual.
There is not even anything to say that only applies to the one property - it could be unable to deliver to an area.

They appear to already have regarding the number and nature of claims.  

Depends if its been personally identifiable. I doubt DPD were, but of course the OP will feel as though by the time they were informed it felt like it.

Grumpy_chap

the_lunatic_is_in_my_head said:

Grumpy_chap said:

the_lunatic_is_in_my_head said:

I wonder if DPD have a legitimate interest (in terms of GPDR rather than opinion) to share OP's personal data in such a manner?

Would they be sharing personal data?
If DPD reach a point of refusing to accept deliveries because "we are unable to deliver to that address", it would be related to the address and not the individual.
There is not even anything to say that only applies to the one property - it could be unable to deliver to an area.

They appear to already have regarding the number and nature of claims.  

Again, DPD only seem to have referenced the number of claims at the address.  It is not a statement that the claims are by any one individual.  

EllieJade1995 said:

the retailer has been good but has told me that DPD’s response has flagged “multiple open claims” on my address.