A recent incident in Bengaluru, India, underscores the growing problem of cyber fraud targeting online shoppers. On March 18, 2024, a 65-year-old woman fell victim to a scam while attempting to obtain a refund for spoiled milk purchased through an online grocery delivery service. This incident exposes the clever tricks scammers use to take advantage of customers who are simply trying to get help from customer service.

The resident of Kasturba Nagar, upon discovering that the delivered milk was unusable, followed standard procedure by contacting a customer service helpline. Unfortunately, the phone number she found through a Google search turned out to be a scammer’s trap.

The woman unknowingly connected with a fraudster posing as a customer service representative from the grocery platform. The scammer, aiming to gain her trust, offered a seemingly convenient solution: a refund without requiring the return of the spoiled milk. However, this deceitful offer came with a series of manipulative steps.

The scammer instructed the woman to initiate a money transfer via the PhonePe mobile payment app using the Unified Payments Interface (UPI). Under the pretense of facilitating the refund, they provided a fraudulent UPI ID through WhatsApp.

Trusting the scammer’s instructions, the woman entered the provided UPI ID and her mobile number. This action, however, should have triggered a warning sign. Legitimate UPI transactions typically display the recipient’s details before finalizing the transfer. In this case, the recipient information likely differed from the real grocery platform. Despite this potential red flag, the woman, following the scammer’s deceptive guidance, entered her UPI PIN to complete the supposed refund transaction. This critical misstep resulted in the immediate transfer of Rs 77,000 from her account to the scammer’s control.

The woman, realizing the scam, promptly reported the incident to the cyber helpline (1930) and filed a police complaint. Her experience serves as a cautionary tale for online consumers, emphasizing the importance of vigilance when seeking customer support.

Shielding Yourself from Scams

Here are some crucial steps consumers can take to protect themselves from falling prey to similar scams.

• Verify Contact Information: Avoid using helpline numbers found through search engines. Instead, rely on official channels provided by the online platform itself, such as their website or mobile app. Legitimate customer service contact details are usually prominently displayed on these platforms.
• Beware of Unsolicited Assistance: Be wary of unsolicited calls or messages offering immediate refunds or assistance. Legitimate customer service representatives from reputable companies will not resort to such tactics.
• Protect Sensitive Information: Legitimate customer service representatives will never request your UPI PIN or other sensitive financial information. Never share such details over the phone, email, or text message.
• Double-Check Transaction Details: When using payment apps like PhonePe, always verify the recipient’s details displayed before confirming any transaction. A mismatch between the displayed recipient and the expected company is a strong indicator of a scam.
• Strengthen Your Passwords: Use strong, unique passwords for all your online accounts, especially those linked to your finances. Avoid using easily guessable information like birthdays or pet names. Consider using a password manager to generate and store complex passwords securely.
• Enable Two-Factor Authentication (2FA): Enable two-factor authentication (2FA) on all your online accounts whenever possible. This adds an extra layer of security by requiring a second verification code, typically sent via text message or generated by an authenticator app, in addition to your password when logging in or making financial transactions.
• Stay Informed: Stay updated on the latest online scams by following reputable cybersecurity resources or your preferred online platforms’ security advisories. Knowing about common tactics used by scammers can help you spot red flags before falling victim.

By following these precautions and maintaining a healthy dose of skepticism, consumers can navigate the online marketplace with greater confidence and avoid falling victim to these cunning scams.