Amazon impersonation scams: fake order, Prime and refund calls

"This is Amazon. An order for an Apple iPhone in the amount of $1,099 has been placed on your account. If you did not authorize this purchase, press 1." You didn't order an iPhone, and the call isn't from Amazon. Pressing 1 connects you to someone whose job is to get your money, your login or your computer.

What the scam sounds like

Amazon impersonators use a few dependable stories (illustrative examples):

• The order you didn't place: an expensive phone, laptop or gift card order is "about to ship". Press 1 or call back to cancel it.
• The Prime renewal: "Your Prime membership will renew today for $139." Or it already has, and they'll refund you if you call.
• The locked or hacked account: suspicious logins, a suspended account, or a payment problem you must fix through a link like amazon-account-verify[.]com.
• The delivery problem: a package can't be delivered until you confirm your address or pay a small fee.
• The job offer: a "recruiter" offering paid work reviewing Amazon products. That's a task scam. See job offer text scams.

Where it goes next

Once you're talking to them, the "Amazon support agent" usually steers you toward one of these:

• Remote access: they ask you to install an app so they can "cancel the order" or "secure your account" on your computer or phone.
• The fake refund: they show a "refund" in your bank account that's far too big ($5,000 instead of $50) and beg you to send back the difference before they lose their job. They really just moved your own money between your accounts, and what you "return" is gone.
• Gift cards: they tell you to buy gift cards to "secure" your account or "verify" your identity, and read them the numbers.
• Codes and passwords: they ask for the one-time code Amazon just sent you, which lets them into your account.

Red flags

• An unexpected call or text about an order, Prime or your account, especially one that says "press 1".
• Any request to buy gift cards, pay on a different website, or move money.
• A link that isn't amazon.com. Look closely, because scammers use lookalike addresses.
• A "support number" you found through a search engine ad. Amazon warns against calling numbers from texts, emails or search results.
• A "refund" that requires you to give something back.

How to check

Don't use any link or number in the message. Open the Amazon app, or type amazon.com yourself, and look at Your Orders and your account settings. If there's no mystery order and no Prime charge there, the call was a scam. If you need help, contact Amazon through its app or website.

If you already paid or gave access

1. Gift cards: contact the company that issued the card (the number is on the back) and report the scam right away. If they were Amazon gift cards, contact Amazon through its website.
2. Bank or card: call your bank, report the fraud, and ask about reversing transfers. Check for any transfers between your own accounts you didn't make.
3. Remote access: disconnect from the internet, uninstall the app they had you install, run a security scan, and change your Amazon, email and banking passwords from another device. See tech support scams for a fuller cleanup.
4. Account: change your Amazon password and turn on two-step verification.

Then work through what to do if you've been scammed.

Where to report Amazon scams

• To Amazon: customers can use Amazon's Report Something Suspicious page. If you're not an Amazon customer, email [email protected].
• To the FTC: ReportFraud.ftc.gov.
• Texts: forward them to 7726 (SPAM), or check them first in our Scam Text Checker.

Look up the number on ShadyCall before you call anything back. Each number page shows the ShadyCall Score, community reports, and complaints filed with the FTC and FCC. Amazon impersonation calls usually show up under impersonation and robocalls.