Internet Fraud

TNT Express is aware that fraudsters use our identity on websites and email messages to mislead internet shoppers.

Fraudulent communications typically concern requests for advance wire transfers of money to pay for goods ordered on the internet, before the goods will be allegedly shipped by TNT Express. Or it concerns messages that request an advance payment before the release of some lottery prize, or apartment keys.

TNT Express does not offer any escrow (third-party) services. If you are asked to pay in advance for such a service via Western Union or a similar agency, this is a sign of fraud.

We advise all customers to beware of such requests for advance on-line payments, and that the existence of a consignment number (or tracking number) is not necessarily proof that a consignment is in the custody or control of TNT Express.

If you are in any doubt as to the authenticity of any TNT Express communication or whether TNT Express is in fact delivering a shipment intended for you, please contact our customer service department in your country. You will find the relevant (national) customer experience telephone number on the relevant TNT Express/Country website.

TNT Express does everything reasonable in its power to prevent these scams from happening. Our customer service, security and legal departments work closely together to inform our customers of scams and to take them down. Furthermore, we co-operate with (inter-)national organisations (including governments, Western Union, eBay, Office of Fair Trading) to help prevent internet scams.

What to do if you think you have been a victim

In order to close down a fraudulent website or email address as soon as possible, and hence prevent any further scams, we ask you to forward the fraudulent email message to e-crime@tnt.com. Please be informed that you will not receive a reply after you have forwarded the email message.

Further, we advise you to report the case with the local police. There have been instances that have actually led to arrests.

The information which you forward to e-crime is passed on to the company's global security department. The security team then uses the information to formally approach the company that hosts the fraudulent web site or email address. We have developed good relationships with most major Internet Services Providers (ISPs), including Microsoft, Yahoo and AOL. Once TNT Express sends the ISPs the paperwork, action is normally taken within 24-48 hours. TNT Express has already closed down more than 1,500 scam websites and email addresses.

  • Further advice

    For further advice and information please refer to the following organisations:

    e-Auction or internet-related matters

    If you have conducted internet purchase transactions using eBay, we recommend that you review the information concerning the use of payment services contained in eBay's Security Centre. Western Union also provides guidance on consumer fraud awareness on their global website. Additional information on internet-based fraud is available via the Federal Trade Commission.

    e-Lottery related matters

    If you have been requested to forward an advance payment in order to collect fraudulent lottery winnings or incidents of a similar nature, guidance can be obtained from the following website http://www.fraudwatchinternational.com/lottery/

  • General information

    UK (& Europe)

    Consumer Direct is the government-funded telephone and online service offering information and advice on consumer issues (working in conjunction with the Office of Fair Trading and Local Authority Trading Standards Services). They provide guidance, advice and reporting services, which are available at www.consumerdirect.gov.uk.
    The UK Office of Fair Trading have a website offering guidance and awareness - www.oft.gov.uk

    USA

    In the USA, the national Fraud Information Center and Internet Fraudwatch Program maintains a website dedicated to the reporting of fraud, and has specific information concerning internet based fraud. This is available at www.fraud.org/internet/intinfo.htm and www.fraud.org.

  • How TNT Express combats fraud

    Those customers that receive fraudulent communication are asked to forward as much information as possible to us. This information is passed on to our global security department, which gathers whatever evidence is available. We then use the information to formally approach the company that hosts the fraudulent web site or email address. We work closely with most major Internet Services Providers (ISPs), including Microsoft, Yahoo and AOL. Once TNT Express sends the ISPs the paperwork, action is normally taken within 24-48 hours. Thanks to these combined efforts, more than 1,500 scam websites and email addresses have already been shut down.
    During this process, we also provide the customer with advice and assistance in working with the police if the customer decides to report the case. There have been instances that have actually lead to arrests.

    Raising awareness

    For more than years there has been a focused effort to inform and educate all customer services staff of the e-Crime problems faced by TNT Express. These internal platforms and documents have been successful at raising the awareness of e-Crime within the company. This communication has taken several forms including:

    ■  meetings between Global Security and Compliance and Customer Services
    ■  the publication of regular newsletters
    ■  the circulation of standard responses to customer enquires
    ■  guides to assist Customer Services in the identification of and response to
        e-Crime incidents.

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Page publication date: 26 May 2011 at 0:00 CET