Obviously, if you follow through, scammers get to keep your phone—they may either to sell it or activate it using your information to perpetrate identity fraud.
As an editor at ZDNET experienced, the scam begins shortly after your new phone is delivered. You may receive a call from a spoofed number, and someone claiming to represent your carrier will have specific information like your name, address, and device model. They'll tell you that there's been a mix-up and you need to send your phone back so you can receive a replacement. They may give you instructions to scan a QR code, print a label, and take the package to a shipping drop-off point. In some cases, targets have been promised gift cards for the inconvenience.
Like many scams, this one relies on social engineering: it manipulates emotions and instincts to get you to act against your best interest. Fraudsters impersonate a trusted brand and use detailed information about you to make their story more believable. They use timing to their advantage and promote a sense of urgency.
What to do if you get a call about your new phone
The solution here is to simply hang up. If you are concerned about your account or device, call your carrier directly (use the customer service number from a previous bill or go through the official app) and confirm the mix-up. Don't engage with QR codes or any instructions provided on unsolicited calls.
It may be alarming that a scammer has specific details about your order and calls right after your new phone is delivered. Unfortunately, a lot of your personal information is out in the open and available to bad actors, whether as the result of a data breach or some other form of compromise (such as malware that can read notifications). This is a good reason to keep an eye out for other indicators of identity theft and act quickly if you find anything suspicious.
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