In Vietnam, online shoppers concerned as delivery services require ID photo


Many Vietnamese have aired their concern about privacy as several delivery services of online retailers require an ID photo of the receiver.

Recently, many online shoppers have voiced their dissatisfaction as delivery men ask to take a photo of their national ID before handing over their package, emphasizing the matter of securing personal information.

One of the grueling concerns involves the fact that even though online shopping platforms may guarantee privacy for customers, most delivery services are offered by a third party that makes no written agreement with regard to protecting customer privacy.

At the end of May, L.T.T. Hoa, residing in Go Vap District, Ho Chi Minh City, was furious at a delivery man asking to take a photo of her ID card before agreeing to hand over an air conditioner she had ordered online and already paid for.

Refusing to comply with such an unreasonable request, Hoa had the delivery man call the shopping platform operator from whom she purchased the air conditioner, just to be told that the photo taking is a requirement in the delivery of high-value goods.

When customers do not comply with the requirement, the goods will be brought back to the storage — even if the customers have already paid for the product.

“I was truly surprised to know that they have such a policy because an ID card is an important personal document,” Hoa said.

“If they have it stored, the safety of my personal information will be in danger,” the outraged customer added.

“Why does a delivery man have the right to keep photos of my personal documents? Who guarantees they are not going to be used for other purposes?” another customer, Thuan, questioned.

<em>A woman examines the goods delivered to her. Photo: </em>Tuoi Tre
A woman examines the goods delivered to her. Photo: Tuoi Tre

Addressing customer complaints, online retailers claim the requirement is meant for the goods to be shipped to the right person, especially when the purchases have already been paid for, as the delivery process is finished by a third party.

“The policy is there to prevent cases where customers claim they have not received their purchases or the goods are shipped to the wrong person, for which the delivery companies would have to be held accountable,” the representative of an e-commerce website responded to Hoa when she made a call to question the new policy requiring customers to show their personal documents when receiving their purchases.

According to many online shopping platforms, they have started partnering with delivery service providers to meet the growing demand, especially during sale seasons.

“Delivering goods in Vietnam is complex and has many challenges, especially when many Vietnamese live on the outskirts of a city,” an insider said, indicating that engaging third-party service providers is unavoidable.

While using a third party is beneficial to retailers, it also poses several risks including shipping the goods