What's an "invalid request"? If the person's request can be "validated" to some degree (able to provide legitimate tracking number, provide address info connected to the tracking number, and are notified they need to have ID matching the address), I'd say due diligence has been done.
I'd also like to say I am glad to have a chance to chat with a CR rep. No, you may not be aware of all that goes on in operations, as a driver upthread suggested, but I appreciate what you guys and gals do. I frequent the Facebook site and get a taste of the complaints you guys have to put up with (oh BTW, yes, yes I can believe some of the things you hear and wouldn't be surprised by anything, because we hear it firdt, and it is us turning around and walking away that causes them to call you with the crazy story). I see how often the geuine care you guys display soothes many a customer who had just threatend never to use UPS again, now somewhat singing the CR's and Brown's praises (they will often include the suggestion that the CRs are better than the "local reps"-read: OMS. It seems many a driver feels the same, amazing how much alike we are). This driver knows you guys are anything but a joke.