Elizabeth Weise

USA TODAY

Amazon Key is coming to Phoenix.

It's one of the 37 cities where Amazon can drop customer’s packages off inside of their front door, without giving anyone a key, to combat package theft.

Starting next month, users will have “choice, peace of mind and convenience” knowing their parcels will be safely delivered, according to Peter Larsen, Amazon’s vice president for delivery technology.

“This is not a trial. This is the fundamental way we think customers are going to order and receive their goods,” Larsen said.

On Nov. 8, the tech giant will offer Amazon Key, a secure-lock service that gives Amazon Logistics delivery personnel a code to unlock the customer’s door for 5 minutes.

The entire delivery process will be live-streamed to the user’s device using a new Amazon device called the Cloud Cam. A time-stamped video snippet will also be sent to the customer.

The service is only available to Amazon Prime members.

How it works

The customer must first buy a smart lock and the Cloud Cam Camera, which starts at $249 for both. They are available Wednesday and can be installed for free by a professional Amazon technician.

The camera will be positioned to show the front door from inside the house, allowing users to see whoever opens the door on the Amazon Key app.

Once signed up for the free program, when customers go to purchase something on Amazon, they will see all items available for Key delivery marked with the designation "In-home delivery."

The day the ordered item is set to arrive, a customer gets a note on her phone, saying an in-home delivery will come that day and a time window during which to expect it.

When the delivery person arrives, the app sends the customer another note saying the delivery person is at the door.

Using a list that appears on the app, the delivery person is first instructed to knock on the door or ring the doorbell.

If no one answers, the delivery person swipes a button in the app that sends a message up to the cloud, which sends a message down to the customer's Amazon-enabled smart lock. This allows the delivery person to swipe a button on the app that unlocks the door.

"Note that the delivery person never touches the lock and doesn't have a key or a code," said Larsen.

The delivery person opens the door "just a crack," puts the package inside the door and then closes the door, he said. The worker then swipes another button on the app that automatically locks the smart lock. He must confirm that the door is closed and locked before leaving.

The code the system sends to the lock is for one time only, and is only valid for five minutes after the delivery person first arrives at the door. Via the app and the lock, the system even knows how close he is to the door and may prompt him to step closer to the door before sending the signal to unlock the door.

After five minutes the door automatically locks itself even if the delivery person hasn't locked it. If there is any problem with the lock or the service, the app instructs him to stay at the doorway and call Amazon customer service to ensure that the door is closed and locked before leaving, said Larsen.

The customer can watch the entire delivery in real time on a phone, via the Cloud Cam that is aimed at the door. He or she is also sent a time-stamped video delivery snippet on the phone to watch it later, as well as a message when the package is delivered and the door re-locked.

Amazon Key deliveries will only come through Amazon Logistics, not via UPS, FedEx or the U.S. Postal System, all of which also deliver Amazon packages.

The Amazon Logistics drivers who will have access to the Amazon Key Service all work for local delivery services that have contracted with Amazon and have been "thoroughly vetted and background-checked," said Larsen. They will not come from Amazon Flex, which allows individuals to sign up to deliver packages in their free time.

Until the moment the door is unlocked, the customer always has the option of hitting a "Block Access" button on the app that immediately changes it to traditional delivery, with the driver ringing the bell and then leaving the package outside the door.

Just the beginning

The system can also be set up to grant a one-time access code to friends or family, or give them ongoing access should the user choose to.

Customers will also be able to set up access for workers from its Amazon Home Services program, as well as Rover.com, a dog-walking service, and Merry Maids, a house cleaning service.

"We will be adding more later," said Larsen.

Arizona Republic reporter Cydney Henderson contributed to this article.

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