Faced with the challenges of fraud during deliveries (non-receipt claims, theft from mailboxes), Colissimo launched a QR code security feature for delivered orders in early 2024. How is this service developing?
With a return rate of between 6% and 8% in France and increasing cases of fraud, parcel tracking is a fundamental issue. For years, we have been scanning parcels at every stage of the supply chain until they reach a customer, and customers have been receiving emails or text messages indicating where their parcel is (according to the e-merchant’s commercial policy, Editor’s note). In February 2024, to enhance the security of delivered parcels, particularly for high-value items (€60 or €80 and above), we launched the “reinvented signature” with a QR code. To receive a parcel, customers must give the delivery driver a code or show them a QR code to scan. At the end of June 2025, the share of parcels using this QR code system had reached 10% of total volumes. This is a significant increase, given that the service was launched only 16 months ago.
What effect is this new tracking technology having on fraud?
It drastically reduces fraud and delivery disputes: with this system, the number of complaints related to non-delivery has been reduced sixfold in 16 months. Thanks to the QR code, the delivery person can be sure that they are delivering the parcel to the right person, and it is more difficult for the recipient to dispute the delivery after the fact. Many e-retailers have adopted it, which shows that it meets a need on their part while reassuring the end customer.
