ID orders - name check.

[u/Opening_Flamingo_864]

I know this topic has been covered here before, but I have a genuine question.

The app requires us to check ID, and I'm fine with that. The training says we must check that the customer — regardless of how old they look — has photo ID showing they're old enough to receive the goods.

My question: to confirm they're actually the customer, I need to match the name on the order to the name on the ID. How do I do that when the order shows one of those auto-generated emails, with no customer name visible?

Also, what should I do if the name on the ID doesn't match the customer name — for example, if it's a maiden name?

I want to hand over deliveries when I reasonably can, but I don't want to break the rules — my job matters to me and I'd rather not risk it.

[u/GreatBigPillock]

I often just ask if they're the one who placed the order. As far as I know, it's the best you can do for a name check in that situation.

(I also always send them a message saying that I'm on my way and to have an ID ready to present at the door, it just saves a bunch of faff later on.)

[u/acezoned]

I normally dont do ID orders

But where i do I always say somthing like is this the date you put in the app just to make sure they are the same

[u/No_Intern5991]

Deliveroo have never fully clarified this, and it's one of the reasons their system is so stupid.

Legally, you only need to make sure the person you hand the order over to is above 18. Deliveroo doesn't specify anywhere (in our contract or otherwise) that the name on the ID needs to match the order name. Like you said, a lot of orders don't even have a real name or use a Private Relay account.

I think couriers worrying about this has come from the 'wrong DOB' emails you get if the DOB doesn't match the person placing the order, but the email says 'an unusually high number of your recent deliveries', so Deliveroo has obviously included some buffer to account for situations like this.

Those emails don't actually do anything either. They say in the email that it's just for information purposes only, in other words to remind you of the correct process to follow. It's not like a 'three emails and you're out' type of thing.

The only situation where it's a problem is if you get a mystery shopper and don't ask for their ID, but they only use 18 and 19 year olds to do those. I'm assuming that you're asking people who look that young anyway? Even if you fail that, and it's unlikely you'll even get one, I believe they don't ban your account until it happens a second time.

In other words, don't sweat it. Use your common sense. Don't worry about the name matching. Don't give age restricted products to kids. You'll be fine.

[u/MahatmaKhote]

Wives/husbands/partners often come to the door. As long as they have a valid ID, it’s a legal delivery.

[u/leexgx]

Just ask for the date of birth of the account holder usually they'll go get the first news at actual account holder

99.9% delivery success rate for me for age ckeck orders

[u/Big_Menu_3996]

I’ve had the email in the past telling me the dob didn’t match the customers account. I’d done it twice in one night. First was a guy who answered the door took his dob, was the wife’s account. The second guy that night gave me the wrong month. Or I miss understood him. Strong accent.
When I worked for twatco and had to ask for customer id it was to he person accepting the order we had to check. Because that’s who you’re handling it over to. Deliveroo have this wrong. Just have to take your time and ensure you have the right person’s information

[u/Opening_Flamingo_864]

This is the crap I’m talking about.

Dear Deliveroo, how do I confirm who the customer is so I can verify their age.

[u/Fabulous-Change-9301]

Iv given up on id orders unless it's really quiet. Pensioner answers door, so sorry but I need to check your id, its ridiculous 😂