Unrecognised Amazon, Shopee or Lazada purchase: the fake call or SMS to "cancel" it

Unrecognised Amazon, Shopee or Lazada purchase: the fake call or SMS to "cancel" it

"This is Amazon customer service. We detected a purchase of an iPhone for S$1,899 on your account. If you did not make this purchase, press 1." Or an SMS: "Your order #4471-SG has been confirmed. If this was not you, call this number to cancel." The amount is high, the alarm is instant, and the solution is offered on a plate: speak to an agent and they will cancel it. That agent is the scammer. The rule: if you are worried about a purchase, open the shopping app or website yourself and check your orders there; never use the number or link in the message.

How does this scam work?

1. The alert. A recorded call, an SMS or an email about an unrecognised purchase, an auto-renewing subscription (such as Prime) or "suspicious activity" on your account. It may name Amazon, Shopee, Lazada, Apple or another platform you use.
2. The "agent". When you press 1 or call back, a friendly agent confirms the purchase and offers to cancel it and refund you.
3. The trap. To "process the refund", they ask for your card details, an OTP, or to install a remote access app such as AnyDesk. Some ask you to log in to your online banking "to receive the refund".
4. The twist. They claim the refund went wrong or was too large and ask you to send money back, or they transfer you to a fake bank officer or fake police officer who tells you your account is compromised and you must move your money to a "safe account".

What are the warning signs?

• An alert you did not expect, about a purchase you did not make, arriving by call or SMS.
• A request to press 1 or call a number rather than to check your account yourself.
• Requests for card details, OTPs, banking logins or app approvals.
• A request to install an app or share your screen.
• Being transferred to "the bank" or "the police".
• Payment of "refund differences" by transfer, crypto or gift cards.
• An order number or amount that does not appear in your actual account.

What do I do right now if they call or the SMS arrives?

1. Hang up, or ignore the SMS. Do not press any key, do not call the number back.
2. Open the app or website yourself (typing the address, not from a link) and check your orders and subscriptions. If there is no such order, the alert was fake.
3. If you do see an unknown purchase, use the help section inside the app or website, and call your bank on the number on your card.
4. Never install remote access software at a caller's request.
5. Report the number through ScamShield and in the spam numbers directory. If you are unsure, call the ScamShield Helpline (1799).

What if I've already given details or installed the app?

1. If you installed a remote access app, disconnect from the internet, uninstall it and check for other new apps.
2. Call your bank immediately on the official number. Ask them to block your card and check recent transactions. If you logged in to your online banking during the call, use the bank's emergency "kill switch" to freeze your accounts.
3. Change your passwords from a clean device: your email first, then the shopping account and your bank. Turn on two-factor authentication.
4. Keep evidence: the number, the time, the SMS, and any names they gave.
5. Make a police report via SPF e-services and follow ScamShield's I've been scammed checklist.

Where do I report it and who can help me?

Report it to the police and through ScamShield. You can also report the impersonation to the company concerned through the help section of its official app or website.

Frequently asked questions

Does Amazon (or Shopee or Lazada) ever call customers about purchases? Customer service contact normally happens inside the app or through your account. Be very suspicious of unexpected calls, and never install software or share codes because a caller asks.

I don't even have an Amazon account. Why did I get this? The messages are sent in bulk. Scammers pick big brands precisely because many people use them.

The agent knew my name and address. Is it real? Personal data often comes from past leaks. Knowing your details does not make the call genuine.

The agent said my bank account was hacked and transferred me to the bank. What now? Hang up. Real banks do not receive transfers of your call from a shopping platform. Call your bank yourself on the number on your card.

In short

An alarming purchase, a helpful agent and a refund that requires your codes or remote access: that is the script. Check orders only in the official app, never install software for a caller, never move money to fix a "refund", and call your bank if you shared anything. And report the number in the NoCall spam numbers directory.