How to protect your customers from fake delivery texts and emails

With a wave of fake delivery preference texts hitting users’ mobile devices, how can you help protect your customers?

  • Many companies are being proactive and warning customers online, on social or via email of these potential scam texts, so these are all good routes to go.
  • Keep in mind that if you use an ecommerce platform, such as Shopify, customers may also get separate tracking information from the platform, which will typically use a different number or shortcode than the delivery company, so be sure to make that clear to customers.
  • In most cases, shipping notification pages don’t ask users for additional personal information or financial information, so it can be a good idea to specifically warn your customers about links asking for that.
  • Also keep in mind that most tracking and order update emails and texts don’t require the user to login — they often use URLs with long strings of seemingly random characters so only someone with the exact URL can view the information.
  • Finally, it’s a good idea to remind customers that, if they are ever unsure about a link or message, that they should visit your website manually (not following the link provided) and contact you directly to confirm if a message is legit.
  • You’ll also want to make sure your customer service team is prepared to answer these questions and be able to help verify what’s real and what’s not.