FRAUD AWARENESS

Fraudulent Use of the DHL Brand

Attempts have been made to defraud Internet shoppers by the unauthorized use of the DHL name and brand via email communications and graphics which appear, on the surface, to have originated from DHL.

In most cases the communications concern the sale of consumer goods over the Internet where payment may be requested before the goods are delivered.

Please be advised that DHL does not request payment in this manner. DHL only collects money due for official DHL related shipping expenses.

This security notice does not affect the obligation of a consignee to pay shipping, customs, VAT or similar charges, where these are properly payable at the time of delivery.

DHL accepts no responsibility for any costs, charges or payments made which were improperly incurred as a result of fraudulent activity.

 

Websites

If you are in any doubt as to the integrity of a website that uses the DHL brand, please always access DHL websites via our global website.

Visit DHL Global Websitefor more information

 

DHL Fraud Awareness Guidelines

Thank you for joining our effort to combat online fraud. DHL goes to great lengths to protect our customers from fraud. If you suspect having received fraudulent emails, SMS or found a website or social media account that tries to pass off as DHL, we encourage you to let us know at your earliest convenience, so that we can quickly take actions to stop the fraud.

Please report all suspicious activity to our dedicated Anti-Abuse Mailbox at phishing-dpdhl@dhl.com following the below instructions.

We thoroughly investigate every report of suspected fraud, but generally, will not respond to personal inquiries. If you have questions regarding the status of a shipment or an invoice, please direct those to our customer support.

  • Below are some indicators that can help you assess whether the received email is fraudulent.

    • Official DHL communication is always sent from @dhl.com, @dpdhl.com, @dhl.de, @dhl.fr or another country domain after @dhl.
    • We never use @gmail, @yahoo or other free email services to send emails.
    • We never link to a website other than our own starting with for example https://dhl.com/, https://dpdhl.com/, or a country/campaign website


    From a desktop computer: 

    • Drag & Drop the suspicious email into a new message and send it to phishing-dpdhl@dhl.com as attachment. To effectively shut down the fraudulent service, we need complete mail headers which are not included in a forwarded message.


    From a mobile device: 

    • Forward the message to us. If feasible, please always send the suspected email from a desktop as attachment including complete mail headers.
    • Report the message as spam within your mail app, so that your mail provider can take appropriate actions.
    • SMS Scams often include a shortened URL e.g. starting with https://bit.ly/ to obfuscate the final destination of the link.
    • The sender number is not visible, instead you find a generic name such as “Delivery”.
    • The phone number starts with a a country prefix outside of an expected territory (e.g. +235).

    Send a screenshot of the suspicious SMS to phishing-dpdhl@dhl.com, include the suspicious phone number in the message.

    • The account is lacking a sign of verification (e.g. there is no blue badge).
    • The account attempts to continue the communication over an encrypted channel such as Whatsapp or Telegram.
    • The account is only a couple of weeks old.
    • The account offers “free Visa”, “free flights” or to “double your investment”.
    • The account does not make use of an adequate profile picture (DP/DHL Logo) and background picture.
    1. Please report the social media account/post destination (URL) or phone number to phishing-dpdhl@dhl.com.
    2. If available, report the account/post directly to the social media channel as fraud.
  • If you receive unexpected messages alerting you over changes to your account, such as address changes or password reset notifications that were not triggered by yourself, it is possible that hackers are trying to take over your account.

    1. Login to your account and change the password
    2. If you lost access, please report this incidence via customer support  

Fraudulent E-Mails (local alert)

Recently there has been a wave of “phishing e-mails” from “DHL.ch” with the subject line “Your DHL package will arrive on Tuesday between 3-5pm” or to this effect. These e-mails should not be opened or any details provided to this sender. Please delete any such e-mails immediately for your own security.

Please note: If you click on the link provided, you could be installing malware (viruses etc.) on your computer.

To identify phishing e-mails hover the mouse over the link to view the http address behind. If the http address in the small dialog field contains no mention of “dhl.com” you can safely assume that it is spam mail (see print screen).

Fraudulent SMS Messages (local alert)

A series of so-called «phishing SMS» allegedly sent by «DHL» have most recently cropped up. In their subject line, you can read: «Your shipment is being returned to sender – download your delivery note here: https://cutt.ly/xxxx» or «Undeliverable parcel – your shipment was held back» or similar texts. In some SMS, you are required to pay a certain amount in euros using your credit card in order to ensure further processing of your shipment. (DHL does not charge any processing fees for shipments!)

Please do not provide any information to senders of such SMS!
Never activate any links included in incoming messages from unknown senders or in unrequested SMS on your smartphone. At worst, your phone may be infected by malware or stop functioning properly. Delete this type of SMS immediately for your own protection.
Important: if you are unsure whether a message has actually been sent to you by DHL, please contact your local customer service.

In order to detect a phishing SMS, please check the http address in the link preview on your smartphone. If the http address contains no mention of «dhl.com», you can be sure the SMS is a fraud (see screenshot).

   

ATTENTION: UPDATE AUGUST 2020

Translation: Your package has been returned. Now you have to pay an additional fee of 4.04 Euro

At the moment there are new Phising-SMS with the above content.

Please note that DHL is not the sender of the SMS described above. Our company is itself affected by any damage incurred by this misappropriation of its brand name.

If you have received an abusive SMS on behalf of DHL, please report it to us at chreportspam@dhl.com

Please send us the "fraud link" and a print screen of the SMS.