Beware the “Fake Delivery” Email: How Retailers Can Protect Themselves This Holiday Season.

The holiday season brings a welcomed rush of customers, community events, and extra revenue for small businesses. Unfortunately, it also brings a spike in scam attempts—especially those targeting retailers through fake delivery or “missing package” emails.

Over the past few weeks, we’ve seen emails to our inbox, we don’t sell products so in our case we know its a scam, that look like legitimate customer complaints but are actually part of a refund or phishing scam. These scams are designed to catch small business owners during their busiest season, when inboxes are full and response times matter.

At OmniWorx Design, we work closely with small businesses across Peterborough and the Kawarthas, helping them create strong digital experiences that reinforce trust, both for your customers and your internal operations. Part of that trust includes spotting threats early and building processes that keep your business safe.

Here’s what you need to know about the “fake delivery” scam and the steps you can take to protect your retail business this holiday season.

What This Scam Looks Like

A common email scam targeting small retailers looks something like this:

Hi there – I ordered one of your products and while it says delivered, I never received the package. Can you send another one or provide a refund?

Best,
Matteo
Credit Analyst, TD

Scammers use a few key tactics:

• A generic complaint about a missing shipment

• A tracking link (often appearing to be DHL, UPS, or Canada Post)

• A professional-sounding job title to look credible

• A request for a refund or replacement

Even if the tracking link appears legitimate, scammers frequently redirect users to look-alike sites to steal login credentials or gain access to your store’s backend systems.

Why This Scam Works, Especially During the Holidays

1. It blends in with real customer issues.

Delivery problems do increase around the holidays, so these messages don’t look out of place.

2. Small businesses move quickly.

When juggling in-store customers, online orders, social media, and December events, it’s easy to respond without verifying the details.

3. Scammers rely on your good customer service instincts.

Most small businesses pride themselves on great service—scammers exploit that.

4. They often impersonate real companies.

Adding “TD,” “Scotiabank,” or “Bell Canada” to a signature instantly makes the message feel more official.

How to Spot a Scam Email Quickly

Before responding, check for these signs:

1. You don’t actually ship anything.

Like us, if you don’t ship products, the email is a scam. No exceptions.

2. No matching order exists.

Search your POS or e-commerce platform. No order number? No customer record from that email? You can pretty safely assume its a scam.

3. The sender address doesn’t match the signature.

A person claiming to be from TD Bank but emailing from a Gmail or Outlook address is an immediate red flag.

4. The tracking link looks off.

Hover over it—don’t click. If the URL isn’t the exact domain of the carrier (e.g., dhl.com, canadapost-postescanada.ca, ups.com), delete it.

5. The email is vague.

Real customers usually mention what they bought, when they ordered, or the order number. Scammers rarely do.

How Retailers Can Protect Themselves This Holiday Season

This is where strong digital workflows make a real difference. Here are the steps OmniWorx Design recommends for small-business clients:

Please note these are for education purposes only.

1. Create a Simple Verification Process for Order Issues

Is there an order in your system under the email that sent the request?

2. Never Click Customer-Supplied Tracking Links

Always navigate to the carrier’s website manually, then paste the tracking number in yourself. If the number doesn’t exist in your system, ignore the request.

3. Use a Separate Email for Customer Service

Having a dedicated inbox (e.g., orders@yourbusiness.ca) helps you:

• Filter spam

• Keep business and personal email separate

• Reduce the risk of clicking phishing links from your main inbox

4. Set Up Auto-Filters for Common Scam Phrases

Email clients like Gmail and Outlook can auto-route messages containing:

• “Delivered but never received”

• “Refund request”

• “Tracking shows delivered”

to a review folder instead of your main inbox. This prevents snap decisions during busy periods. Our friends at Linklater Administration can help you set up email filters and automated workflows that reduce time spent managing inbox clutter.

5. Train Seasonal Staff

If you hire extra help during the holidays, make sure they know:

• How to identify legitimate order inquiries

• What information to request

• What emails to flag before replying

A two-minute warning can prevent an expensive mistake.

6. Document Your Refund and Replacement Policy Clearly

Post it on your website, include it in your order confirmation emails, and give staff a reference copy. When customers know what to expect, and scammers know you have a process, they’re less likely to attempt fraud.

A Secure Retail Operation Strengthens Your Brand

Protecting your business from scams isn’t just about avoiding loss. It’s about maintaining the trust and credibility that customers rely on, especially during the holidays, when emotions and spending both run high.

At OmniWorx Design, we help small businesses in Peterborough and the Kawarthas build not just strong visual brands, but strong digital systems that support sustainable growth. From website design to streamlined communications, every part of your brand should work together to keep your business trustworthy and resilient. If you’d like help improving your website, tightening your order workflows, or building customer-focused systems that make your business safer, we’re always here to help!