Here’s what you need to know about protecting your business from shipping fraud, address fraud and more, as well as how Purolator can help you remain vigilant against scams and ensure your packages reach their destinations.
Common shipping fraud and return fraud scenarios
Scammers use a range of tactics to falsely claim payment, defraud businesses and steal personal data. Learn how to spot and avoid each one.
How to identify and avoid fraud and scams:
Fraudsters demanding payment
Billing for fake transactions
Off-brand messages
Dirty URLs
Non-business email address
Suspicious text messages (report to 7726)
Retail return fraud
Returning non-original items
Used product returns
Fake returns
Fraudulent claims
Placing a claim
Attaching a fake invoice
Obscuring verification
Extracting compensation
Job-related scams
Fake job listings
Work-from-home scams
Phishing for employment data
Fraudsters demanding payment
Stealing funds is one of the top goals across all types of scams. Protect yourself and your business by looking for these red flags in communications:
- Claims that you have an outstanding balance for a nonexistent transaction.
- Unbranded messages with dirty URLs.
- Non-business or personal email addresses.
- Suspicious text messages that look like phishing scams or spam, which can be reported to 7726.
What to do if you suspect fraud
- Verify messages, phone numbers and email addresses.
- Do not preemptively send payments or payment information.
- Do not click on unknown links in emails or text messages.
Retail return fraud
Online return fraud takes advantage of logistics errors, including wrong deliveries, incorrect items and false damage claims.
Returning non-original items
Instead of returning the original item, the scammer returns a different, less valuable or counterfeit item.
Used product returns
Scammers return used clothing, accessories and electronics, claiming the items were sent to them damaged.
Fake returns
Scammers take advantage of your returns or tracking system and use fake invoices to claim they received incorrect items.
Easy ways to spot retail return fraud:
- Inconsistent product descriptions, mismatched labels and signs of tampering.
- Stains, marks and missing or replaced tags or accessories.
- Returns with no purchase records. Suspicious claims (the customer says their package did not arrive although you have proof of delivery).
- Frequent disputes from the same customers about non-delivery or missing items.
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How to prevent online return fraud
- Do not pay for claims related to wrong delivery, wrong content or unsubstantiated damage.
- Know how to identify a fake or altered waybill.
- Create a strong return policy with these considerations:
- Eliminate pre-packaged return labels.
- Verify returns before issuing refunds.
- Require proof of purchase and delivery within a specific time period.
- Use anti-tampering devices like tags.
- Only issue refunds for shipments confirmed as lost.
- Monitor return data. Stay in close contact with carriers to validate deliveries.
- Enhance your customer authentication process.
- Use secure packaging and labelling.
Fraudulent claims
Non-insurable products—including personal items, fragile goods and electronics—as well as high-declared value (DV) goods, are the most likely to attract fake claims.
These are the most common types of fraudulent claims:
Placing a claim
Scammers make false loss and damage claims for high-value shipments, often leaving out key details about the incident.
Attaching a fake invoice
Fraudsters use fake invoices to back up false claims like incorrect descriptions of the package’s contents, tracking numbers and DV.
Obscuring verification
Scammers take advantage of your system’s vulnerabilities by using mismatched or unverifiable addresses.
Extracting compensation
If fraudsters are able to get funds from your business, they tend to send the money to fraudulent accounts.
Easy ways to spot fraudulent claims
- Lack of purchase records.
- Suspicious claims without tracking numbers, receipts or delivery confirmations.
- The same customer repeatedly reports non-delivery or missing items.
- False description of what’s inside a package.
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How to avoid fraudulent claims
- Develop a claims process that requires proof of purchase, tracking numbers and other verification details.
- Work closely with your carrier to verify delivery status and tracking numbers.
- Enforce a time limit for reporting lost packages.
- Request detailed documentation.
Job-related scams
Job-related scams are common in the form of fake job listings, work-from-home scams and phishing for employment data.
How to avoid job-related scams
Verify drafts and cheques with your bank
Cross-check addresses, phone numbers and email addresses
Do not click on unknown links
Do not pay for work equipment or share sensitive information
Trust your instincts. If a job offer seems too good to be true, it’s likely a scam
How Purolator helps
We’re here to help you and your business avoid fraudulent claims and other scams.
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Precautions and support
Purolator Your Way™ includes:
- Proof of delivery (POD) photos to deter retail return fraud.
- Multi-factor authentication for added account security.
Unsure about a message? Contact us before opening links or responding.
Report fraudulent claims by emailing [email protected] with your claim ID along with:
- Receipts, photos and tracking numbers.
- Communication records.
- A description of the issue.
Purolator will never ask for credit card, banking or account information via email or text message.
Contact the Canadian Anti-Fraud Centre (CAFC)
The CAFC is a national anti-fraud call centre and database that supports victims of cybercrime, fraud and scams.
The CAFC encourages you to report instances of fraud even if you are not a victim to keep the database up to date and assist law enforcement.
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Already sent money to a potential scammer?
If you think you’ve sent money to a fraudster or engaged with a suspicious link, follow these steps:
- Report the incident to your bank as soon as possible.
- Report the scam to the CAFC.
- Keep documents and details in case of an investigation.
FAQs
Look for false urgency and threats. Many fraudulent emails will claim you have an outstanding balance or account issue that needs to be addressed immediately. They may also have poor spelling and grammar.
Do not click on any links or respond with personal information. Instead, report the incident to Purolator (by phone at 1-888-744-7123 or by emailing [email protected]) or the CAFC.
Fraudsters may mimic your business’ website in order to secure compensation. Look for misspelled words and grammatical errors. Sometimes even the company name or domain may be misspelled. Keep an eye out for low-quality graphics too (including your logo).
FTID scams involve someone posing as a customer with a fake tracking number. When entered, the number marks the package as delivered to the correct address. However, it is delivered to a different address.
Fake tracking numbers can be used for return fraud, especially if your business issues automatic refunds upon scanning labels.
Use these simple tips to protect your Purolator account:
- Keep track of administrative privileges and who has access to your account.
- Use a strong password and multi-factor authentication for added security.
- If you suspect a scam or a security issue, contact Purolator at 1-888-744-7123 [email protected].
Purolator provides tracking information, status updates and payments through email and the Purolator mobile app. We won’t ask for sensitive information. Always double-check the sender’s email address or phone number and your tracking number.
