Explained: How the online shopping refund scam works and how you can avoid it

Refund scam

• Refund scams rise as fake customer care numbers target online shoppers
• Scammers impersonate support agents, request OTPs, bank details, or remote access.
• Use official apps for support; never share sensitive info with unknown callers.

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Online shopping refunds -- is a common process -- for people who love to shop online or order groceries using different delivery platforms. In short, it is a routine process and now scammers are using it to trap people and dupe money from them.  Fraudsters are creating fake customer care numbers and posing as support agents, convincing users that their refund is stuck or requires urgent verification.

India’s cyber safety awareness platform run by CyberDost I4C has flagged this trend as a growing scam affecting users across major e-commerce platforms.

How the online shopping refund scam works

The scam usually begins when a customer searches online for a brand’s customer care number after facing a refund delay or payment issue.

Instead of reaching the official helpline, users often land on fake numbers promoted through misleading websites, ads, or social media posts.

Once connected, scammers pretend to be company representatives and claim they need to “process” the refund. Victims are then asked to:

- Share OTPs or bank details

- Install remote access apps

- Approve small “verification” transactions

- Scan QR codes

Within minutes, money is withdrawn from their accounts instead of being refunded.

In some cases, scammers create fake refund dashboards or send realistic-looking messages to build trust before stealing funds.

Why this scam is spreading rapidly

Several factors are fueling the rise of refund-related fraud:

High volume of online shopping and returns

Delayed refunds making customers anxious

Easy creation of fake helpline pages

People trusting quick Google search results

Scammers take advantage of urgency. When users are worried about stuck money, they are more likely to follow instructions without verifying authenticity.

Common warning signs to watch for

Refund scams often show clear red flags, including:

Customer care numbers found outside official apps or websites

Requests for OTPs or UPI approvals

Pressure to act immediately

Instructions to install screen-sharing apps

Refunds being “processed” through payments instead of reversals

Legitimate companies never ask for OTPs, passwords, or remote access.

How to stay safe from online refund fraud

To protect yourself from these scams, follow these steps:

Always contact support through official apps or websites only

Never trust customer care numbers from random search results

Do not share OTPs, PINs, or bank information

Avoid clicking unknown links or scanning QR codes

Do not install apps suggested by callers

Check refund status directly inside shopping apps

If a refund seems delayed, wait for official updates instead of searching externally for help.

What to do if you fall victim

If you suspect fraud:

- Immediately block your bank card or UPI

- Report the incident to your bank

- Call India’s cybercrime helpline at 1930

- File a complaint on the cybercrime portal

Quick action can sometimes help recover lost money.

Online shopping refunds should always flow back automatically through the original payment method. Any call demanding “verification payments” is a scam. Staying cautious and using only official customer support channels remains the best defence against these growing refund fraud traps.