Online Shopping Refund Scam: Fraudsters Impersonate Sellers Using Personal Data

A sophisticated scam targeting online shoppers in Vietnam is surging, with fraudsters impersonating delivery companies and sellers claiming products are dangerous and offering refunds. By exploiting leaked personal transaction data, they build trust before stealing banking credentials and OTP codes in staged fraud operations.

How the Scam Works

Fraudsters impersonate delivery companies such as GHN, GHTK, or Viettel Post, or online marketplace sellers. Shortly after a customer completes a legitimate purchase, they receive a phone call falsely claiming the product is "classified as dangerous" or "must be recalled" and offering a refund.

To gain trust, the scammer recites specific transaction details accurately—the product name, expected delivery date, and the buyer's name. This personal data is obtained through data breaches, illegal data collection, or leaked databases sold on the dark web.

The Multi-Stage Attack

Once trust is established, the scammer proceeds as follows:

Requests the victim's bank account number
Demands switching to external messaging apps (Zalo, Facebook, Telegram), claiming it is necessary to "verify the refund" or "generate a cancellation code"
Sends fake refund websites and counterfeit QR codes, requesting OTP codes or banking passwords
Requests advance payment of "verification fees" or "confirmation charges," promising a refund

The ultimate goal is to seize control of the victim's bank account or directly steal funds.

Warning Signs & Prevention

Red Flags:

Unsolicited phone calls not reflected in your official app transaction history
Pressure to move communication to external apps like Zalo, Facebook, or Telegram
Requests to click suspicious links or scan unfamiliar QR codes
Demands for OTP codes or banking passwords
Requests for advance payment of "verification" or "confirmation" fees

Protection Steps:

Always verify order status directly within the official shopping app (e.g., Shopee). All refund and return processes must be completed in the app's "My Purchases" section
Never trust unsolicited calls; hang up immediately
Never click suspicious links or scan unknown QR codes
Never share OTP codes, banking passwords, or other sensitive credentials
Never make advance payments for refund processing
Report suspicious activity to the official support channel of the platform
Contact your bank to lock the account and file a police report with local authorities immediately