A plausible story is not proof
Fictional example: Lina recently ordered a jacket. A text says a quality problem means she will receive a full refund and may keep the item. Lina independently opens the shop app and finds no matching notice. That alone does not answer every question, because processes vary. She therefore uses the customer-service contact shown there rather than following the message link. A genuine purchase does not automatically make every message mentioning a similar situation genuine too.
Match the order, amount and reason separately
Find the order number in your real customer account or existing records. Compare its date, item, original amount and any return already agreed. Ask specific questions about differences: which order does the refund concern, what amount has been initiated, and through which payment method? You do not need to move to an unknown form to ask these questions. Even when a sender knows your name or purchase, those details can come from another source.
A refund does not require giving away your banking login
A provider may need certain recipient information for a legitimate refund, for example if the original payment route is unavailable. Clarify that through the account you opened yourself or an independently verified contact. This is different from entering a banking password or authorising a payment through a supplied link. Read what every approval actually does. A new outgoing payment from your account is not a refund to you, whatever the person calls it.
Do not pay to unlock promised money
Stop if an unfamiliar person requests a test payment, gift-card codes or an activation fee. Do not install remote-access software for an alleged refund either. A genuine question can be resolved with the responsible provider. Once a refund is confirmed, follow the process that provider specifies and check its status yourself. Timing varies with the payment method, so a universal number of days would not be a reliable promise for your particular situation.
Act promptly if information has already been shared
If you have only received a message, you can start by checking calmly. If you entered sensitive details or approved a payment, promptly contact the affected payment service or bank through known official routes. Explain exactly what happened and ask about appropriate protective measures. Secure affected accounts according to their official guidance. Keep the message and timing for a report without sending passwords or codes again. Recovery of money is not guaranteed, even when you respond quickly.
Your checklist
The checkboxes are for your own reference. No entries are sent to us. To keep a copy, print the page or save it as a PDF using your browser menu.
Common questions
Can an unexpected refund still be genuine?
Yes, for example when a retailer corrects an error. Surprise alone does not prove deception. What matters is independent confirmation from the responsible provider and an understandable payment process, not the convincing appearance of the message.
Should I reply to the text to ask about it?
Use the contact in your independently opened account or trusted existing records instead. Replying to the same unfamiliar number keeps you inside the unverified contact and does not provide an independent check on what you have been told.
I already entered card details or a banking code. What now?
Contact your bank or card provider promptly using an independently verified official number or app. Explain exactly what you entered or approved and discuss blocking and further steps there. Do not use a supposed help number from the same suspicious message.
Sources and further information
Primary sources from public authorities, consumer organisations and providers. A source may be in another language; follow the guidance that applies to your service and where you live.
- FTC: Scammy texts offering refunds for purchasesSource review date:
- BACS: Phishing, Vishing, SmishingSource review date:
