In today‘s e-commerce driven world, more packages are landing on doorsteps than ever before. Global online retail sales topped $4.2 trillion in 2020 and are projected to reach nearly $6.4 trillion by 2024, according to Statista.
With this surge in online shopping, both businesses and consumers need to be well-versed in common carrier policies like signature requirements that can impact the delivery experience. As a senior e-commerce consultant with over a decade advising retailers, I‘ve seen firsthand how misunderstandings around signatures can lead to missed deliveries, frustrated customers, and lost sales.
In this comprehensive guide, I‘ll break down everything you need to know about UPS signature requirements and services – whether you‘re an online retailer determining your shipping policies or a shopper who wants to ensure your packages arrive securely.
The Basics: When & Why UPS Requires Signatures
While it may seem like an extra hassle, signatures are often required on certain UPS packages as a safeguard against issues like theft, fraud, and liability. A 2020 survey by C+R Research found a staggering 43% of American respondents had been victims of package theft, with an average value of $136 per stolen package.
However, not every UPS package requires a signature. Signature requirements are typically determined by the shipper based on factors like:
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Package contents: High-value goods, sensitive documents, age-restricted items, and pharmaceuticals commonly require signatures. UPS policy requires an adult signature for packages containing goods like alcohol, firearms, and certain medications.
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Declared value: Shippers may opt for signature confirmation on packages over a certain declared value threshold (e.g. $500+) to mitigate financial risk.
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Delivery location: Signatures may be required for packages shipped internationally or to certain high-risk zip codes prone to theft.
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Shipper preferences: Some shippers opt for signature services on lower-value items for added peace of mind and to ensure a positive customer experience.
So how common are signature requirements? While the exact percentage varies based on shipper and package characteristics, I‘ve found that around 10-15% of UPS packages tendered by my e-commerce clients require signatures.
Decoding Your Delivery: How to Check Signature Requirements
As a savvy shipper or shopper, the first step to managing signature requirements is knowing how to identify them. There are two primary ways to determine if your incoming UPS package will need a signature:
1. Check the UPS Tracking Page
Every UPS package is assigned a unique tracking number that allows you to monitor its progress and view delivery details. Here‘s how to check your package‘s signature requirements on the UPS tracking page:
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Navigate to the UPS tracking website and enter your package‘s tracking number.
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On the tracking details page, look for an alert or icon indicating "Signature Required" near the scheduled delivery date.
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Click "View Details" for more information on the specific signature service requested (e.g. adult signature vs. standard signature).
If you don‘t see any mention of a signature on the tracking page, your package is likely eligible for release without one. However, the driver may still use their discretion to collect a signature if they deem it necessary for secure delivery.
2. Enroll in UPS My Choice for Proactive Alerts
For the most proactive insight into signature requirements and delivery details, I recommend signing up for the free UPS My Choice service. After registering your address, you‘ll receive automatic email or text notifications for any packages destined for your location.
UPS My Choice alerts will clearly indicate if a signature is required, along with the estimated delivery window and any alternate delivery options. This allows you to plan ahead and ensures you‘re not caught off guard by a signature requirement.
Some key features and benefits of UPS My Choice include:
- Detailed delivery alerts: Receive proactive notifications about signature requirements and delivery timing.
- Alternate delivery options: Reschedule deliveries, change the drop off location, or authorize shipment release online for certain signature packages.
- Delivery instructions: Provide specific instructions for your UPS driver, such as the best place to leave packages at your home or work address.
- Vacation holds: Place a temporary hold on deliveries while you‘re away to avoid missed signature attempts.
By enrolling in UPS My Choice, you can take more control over when and where you receive signature-required packages.
What Happens If No One Is Available to Sign?
Even with the best planning, you may sometimes find yourself unable to be present for a signature delivery. If the UPS driver attempts delivery and no one is available to sign, they will follow this general protocol:
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Leave a delivery attempt notice: The driver will leave a UPS InfoNotice on your door, indicating the date and time of the attempt. This notice will include instructions for next steps and list your package‘s tracking number.
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Retry delivery: UPS will typically make three delivery attempts on consecutive business days before returning the package to the sender.
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Hold for pickup: After the first delivery attempt, your package may be held at the local UPS facility for a limited time (usually 5-7 business days). You can collect it in person with proper identification.
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Return to sender: If you do not retrieve the package within the holding period or it cannot be delivered after multiple attempts, UPS will return it to the shipper.
To avoid missed deliveries and potential returns, it‘s important to take action quickly if you receive a delivery attempt notice. Here are a few options:
Reschedule Delivery with UPS My Choice
If you‘re enrolled in UPS My Choice, you can easily reschedule your delivery online for a time when you‘ll be available to sign. Simply log into your account, locate the missed delivery, and select "Reschedule Delivery" to choose a new date and time.
Sign the Delivery Notice & Leave for Driver
For standard signature packages (excluding those requiring an adult signature), you can sign the back of the UPS InfoNotice and leave it for the driver to collect on the next attempt. By signing the notice, you are authorizing the driver to leave your package without obtaining a signature in person.
However, it‘s important to note that by doing so, you release UPS of liability for the package once it is left unattended. Only choose this option if you‘re certain the package will be secure at your doorstep.
Arrange for Pickup at a UPS Facility
If you won‘t be home for the next delivery attempt, you can contact UPS to arrange for your package to be held at the nearest UPS Customer Center or UPS Store location. You‘ll need to present a valid government-issued ID to collect the package during the location‘s business hours.
A Closer Look at UPS Signature Services
Beyond just a standard signature requirement, UPS offers a few different signature service tiers to meet shippers‘ security and delivery confirmation needs:
| Service | Description |
|---|---|
| Delivery Confirmation Signature Required | Requires a signature from any person at the delivery address. No age or ID verification. |
| Delivery Confirmation Adult Signature Required | Requires a signature from a resident 21 years of age or older, who must present valid government-issued photo ID. Commonly used for age-restricted items. |
| UPS Express Critical Secure | Specialized service for high-value, sensitive, or irreplaceable goods. Includes end-to-end tracking, secure handling protocols, and delivery confirmation signature. |
As a shipper, it‘s important to select the appropriate signature service level based on the contents and value of your packages. UPS account representatives can provide guidance on signature service options and costs.
Tips for Managing UPS Signature Requirements
Whether you‘re an online retailer or a frequent shopper, here are some expert tips for handling UPS signature requirements effectively:
For Retailers & Shippers
- Clearly communicate signature requirements to customers at checkout and in order confirmation emails. Set expectations for when and how the package will be delivered.
- Consider offering alternative delivery options like UPS Access Point locations, where customers can pick up packages at secure third-party retailers.
- Make sure your customer service team is trained to handle inquiries and issues related to signature deliveries, such as rescheduling attempts or waiving signature requirements.
- Analyze your signature-related delivery exceptions and customer feedback to identify any persistent issues that may require a change in shipping strategy.
For Shoppers & Recipients
- Always track your incoming packages and take note of any signature requirements or estimated delivery windows.
- If you work outside the home, consider shipping packages to your workplace if someone is available to sign during business hours.
- Enroll in UPS My Choice to access time and location-specific delivery alerts and alternate delivery options for signature packages.
- Provide your neighbors or building concierge with a heads up if you‘re expecting an important delivery that may require a signature in your absence.
By understanding UPS signature requirements and leveraging tools like tracking and UPS My Choice, both retailers and consumers can take more control over the signature delivery process.
The COVID-19 pandemic brought new challenges and considerations to the delivery landscape, particularly around high-contact interactions like in-person signatures. In response, UPS and other carriers implemented new safety protocols and expanded contactless delivery options.
Some key changes and accommodations for signature deliveries in the COVID era include:
- Expanded use of electronic signatures: UPS drivers may now collect signatures electronically on their handheld devices, minimizing the need for customers to physically sign.
- Increased ability to opt-out of signatures: For many standard signature packages, recipients can now opt to release the package without a signature or authorize an electronic signature via UPS My Choice.
- Social distancing protocols: If an in-person signature is required, UPS drivers will maintain a safe distance and may ask the recipient to provide verbal confirmation of identity instead of physically checking ID.
While some of these changes may persist beyond the pandemic, it‘s important for both shippers and shoppers to stay informed about the latest signature protocols and options to ensure a smooth delivery experience.
The Bottom Line
As e-commerce continues to surge, understanding and effectively navigating carrier signature requirements has become an essential skill for both online retailers and frequent shoppers.
For retailers, having a clear and customer-centric signature policy can help mitigate missed deliveries, reduce customer service inquiries, and ultimately protect your bottom line. And for shoppers, being proactive about tracking signature packages and leveraging tools like UPS My Choice can ensure your purchases arrive securely and on schedule.
By demystifying the ins and outs of UPS signature services and providing expert tips for success, I hope this guide has equipped you with the knowledge and strategies to master the signature delivery process – one package at a time.
