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  

Local Alert

Fake email's using DHL name and/or logo are seen in many different versions.
Recently fake text (SMS) messages have hit users of DHL services, and they largely involves the same risks as the fake email's.

Whether it's email or text messages, they are not sent by DHL, they are sent off by some third party, using DHL name or logo in an unauthorized way.

These messages are often referred to as "SPAM", "phishing" or "spoofing", and over the past year, the number of these fraudulent messages have increased dramatically.

They can appear quite credible, with DHL name, logo, and other DHL trademarks, colors, etc., and every week new scams are introduced.

Common to email's as well as text messages is that they:
- try to get the receiver to disclose confidential information,
- Have attachments that may contain viruses or malware that can hurt your computer or smart phone,
- Contains invalid hyperlinks.

Every day DHL receives many inquiries about fake email and text messages, and it is not possible for us, to describe every single one of them.

Please be aware that DHL:
- only sent out mail from mail addresses ending with "@dhl.com".
- never would ask for your card details, account numbers, passwords and the like via mail / text messages.

These messages haven’t been sent by DHL, and we recommend that you delete them without opening any attachments or click on any link.
If you by accident have opened an attachment, we recommend running a full virus check on your machine.

DHL cannot assume responsibility for any losses arising from such fraudulent activities.

Do you want to inform DHL on false mail, please attach the fake mail, to a new email and sent it to: spam@dhl.com.
It is important you don’t just forward the fake mail, as important information about the sender will be lost.

Do not expect to get any feedback on mails sent to spam@dhl.com.

Mail’s sent to spam@dhl.com will all be examined, and information on new viruses or malware, will be sent to producers of antivirus programs, so they can develop a cure against it.

  • At the moment there seems to be a lot of fraud / e-spam mails in circulation with subject “DHL delivery report”. These email are not sent by DHL.

    If you receive one of them, do not open any attachments. Just delete the mail immediately to avoid any damage to your computer.
    If you accidentally opened an attachment, please make sure to run a virus scan on your computer immediately.

    Example of scam mail:

    DHL notification

    Our company‚s courier couldn‚t make the delivery of parcel.

    REASON: Postal code contains an error.
    LOCATION OF YOUR PARCEL: New York
    DELIVERY STATUS: sort order
    SERVICE: One-day Shipping
    NUMBER OF YOUR PARCEL: ETBAKPRSU3
    FEATURES: No

    Label is enclosed to the letter.
    Print a label and show it at your post office.

    An additional information:

    If the parcel isn‚t received within 15 working days our company will have the right to claim compensation from you for it‚s keeping in the amount of $8.26 for each day of keeping of it.

    You can find the information about the procedure and conditions of parcels keeping in the nearest office.

    Thank you for using our services.
    DHL Global