FRAUD AWARENESS

Fraudulent Use of the DHL Brand

Attempts have been made to defraud Internet shoppers by the unauthorised 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 Alerts

If you received an email suggesting that DHL is attempting to deliver a package requesting that you open the email attachment in order to affect delivery, this email is fraudulent, the package does not exist and the attachment may be a computer virus. Please do not open the attachment, click any links or enter into any correspondence with the sender of the email. This email does not originate from DHL.

If you received a SMS text message requesting payment from any sender other than “DHL”, Please be assured this text message is not coming from DHL Express. 

You need to urgently contact the Garda Siochana cyber fraud division and your bank/credit card provider.              

Unfortunately e-fraud is an increasing problem around the world and we have noted many cases of trusted brand names being fraudulently used by these criminals in an attempt to gain recipients trust, therefore maximizing the impact of such illegal activities.  

Alternatively, please contact our DHL Customer Services team on 1890 725 725.

If you are still in doubt about the authenticity of the email, track the number provided. If no tracking results are returned, it is not a valid tracking number and the email was not sent by DHL.

Recent examples of these are shown below.

Please note that genuine On Demand Delivery emails come from a dhl.com email address. The email examples below do not.

  • From: DHL.ie (mailto: personal email address)
    Date: 01 April 2017 13:25
    Subject: DHL On Demand Delivery

    YOUR UPDATED DELIVERY DETAILS

    Hello,
    You have changed or confirmed the delivery details for your DHL EXPRESS shipment with waybill number 3415376074.

    The scheduled delivery is Mon Apr 03 2017 before End of Day. 

    Please check your shipment and contact details below. If you need to make a change or track your shipment, click http://www.dhl.com/en/express/resource_center/express_downloads.html?=(receiver’s email address). (JavaScript Report)

    Thank you for using On Demand Delivery

    DHL Express – Excellence. Simply Delivered