If you order a new smartphone to be delivered to your home, you may be a target for scammers. Fraudsters are impersonating representatives from mobile carriers, calling customers and claiming that they’ve been sent the wrong device and need to return it.
Obviously, if you follow through, scammers get to keep your phone—they may either to sell it or activate it using your information to perpetrate identity fraud.
Scams centered on stealing high-value tech aren’t anything new. In addition to regular porch pirating, thieves have been known to knock on doors, posing as couriers or company representatives attempting to recover a “wrongly delivered” item. Fraudsters have also used fake Find My alerts to gain access to lost or stolen iPhones.
How the phone return scam works
As an editor at ZDNET experienced, the scam begins shortly after your new phone is delivered. You may receive a call from a spoofed number, and someone claiming to represent your carrier will have specific information like your name, address, and device model. They’ll tell you that there’s been a mix-up and you need to send your phone back so you can receive a replacement. They may give you instructions to scan a QR code, print a label, and take the package to a shipping drop-off point. In some cases, targets have been promised gift cards for the inconvenience.
If you hesitate, scammers may employ a number of pressure tactics to get you to act. They’ll tell you that delaying the return could cause issues with your device activation, billing, or warranty. They may continue to call with threats.
Like many scams, this one relies on social engineering: it manipulates emotions and instincts to get you to act against your best interest. Fraudsters impersonate a trusted brand and use detailed information about you to make their story more believable. They use timing to their advantage and promote a sense of urgency.
The phone return scam also has similarities to the brushing scam, in which victims receive a package containing merchandise they didn’t order so that scammers can write a verified review or boost sales numbers or collect personally identifiable information once you scan a QR code (an added component known as quishing) to learn more about the item.
What to do if you get a call about your new phone
The solution here is to simply hang up. If you are concerned about your account or device, call your carrier directly (use the customer service number from a previous bill or go through the official app) and confirm the mix-up. Don’t engage with QR codes or any instructions provided on unsolicited calls.
It may be alarming that a scammer has specific details about your order and calls right after your new phone is delivered. Unfortunately, a lot of your personal information is out in the open and available to bad actors, whether as the result of a data breach or some other form of compromise (such as malware that can read notifications). This is a good reason to keep an eye out for other indicators of identity theft and act quickly if you find anything suspicious.