Courier Scam
Courier scams take two main forms in the e-commerce context: (1) a delivery/pickup agent asks for your order OTP claiming it's needed for a return pickup, then uses it to falsely mark a return as 'received' without actually taking the item, or (2) an unsolicited call claims your parcel is 'held' at customs/a facility and demands payment to release it.
What Is It
The OTP-based version specifically exploits the fact that many platforms require an OTP to confirm a return pickup — a fraudulent or dishonest pickup agent can take your OTP without collecting the actual item, causing your return to show as 'completed' with no refund ever issued. The 'parcel held' version is a pure phishing/extortion call with no real courier involvement.
When To Use It
Report if: a pickup agent took your OTP but didn't actually take the item, or the return status was marked complete without a genuine pickup; or you received a call/message demanding payment to release a 'held' parcel from an unknown number.
Step-by-Step Process
- 1Never share the pickup OTP until the agent has physically taken the item and you've confirmed the correct item was collected.
- 2If your return was marked complete without a genuine pickup, immediately dispute this with the platform's support, citing the exact time and the fact that the item is still with you.
- 3For 'parcel held' calls demanding payment, do not pay — legitimate courier companies and customs do not collect duty/release fees via a phone call demanding UPI payment.
- 4File a complaint at cybercrime.gov.in for the fraudulent OTP use or the parcel-hold phishing call.
- 5Report the delivery agent/courier partner's ID (visible on most platform tracking pages) directly to the platform for investigation.
Documents Required
- Screenshot of the return/pickup status and timestamps
- Delivery agent's name/ID if available
- Call recording or number for the parcel-hold scam call
- Order ID and platform support chat transcript
Fees
Filing a complaint at cybercrime.gov.in is free.
Processing Time
Platform-side pickup disputes: typically resolved within a week if reported promptly. Cybercrime complaints: investigation timelines vary.
Important Tips
- The pickup OTP exists specifically to confirm the agent has the right person and item — never share it before the physical handover happens.
- No genuine customs or courier process asks for a UPI payment over the phone to 'release' a parcel — this is always a scam.