In the shop chat where you asked about an order, “support” asks for a code from the bank app. Sometimes the chat did not start with your question, but with a message “we are the care service, confirm the payment”. They promise to use the code to return money or to get the parcel through.
Do not send a bank code into the shop chat. Not into any chat. The shop has enough of the order number, which you already see in your own app. Close the conversation if it asks for a bank code, and open the order yourself, from the shop icon.
What happens
A code from the bank app confirms a sign-in or a transfer. Whoever received it can finish an action that was started without you. Shop support does not need this code to say where the parcel is. A request for the code is not support, even if the shop avatar is there and the reply came quickly.
The chat may have been placed next to a real one. You wrote in the official app, and in parallel a messenger said “we will continue here, it is faster”. Continuing where they ask for the bank is not faster. It is more dangerous. Go back to the shop app, where the order is visible, and read the status there. Do not open a link from a side chat.
The order number, the name, and even the amount of the last purchase do not prove the shop is writing. Those details can be in an old email that leaked, or they are simply guessed in the conversation while you say them yourself. Do not say extra things. Look at the status yourself.
If you already sent the code, open the bank from the icon at once. Look at transactions and sign-ins. Do not confirm someone else’s action with a second code. Call the bank on the number on the back of the card. Do not write anything else into the shop chat: not a new code, not a photo of the card, not a password “to cancel”.
A real refund, if the shop’s rules provide one, is visible in the order inside the app. It is not sped up by a bank code in a chat. Do not transfer money to a personal card of an “operator, so the refund comes faster”. That is no longer a refund. It is a second payment.
Where to write to the shop
In the app or on the site you opened yourself, where the order history already sits. Not in a new dialog that sent a link. If you doubt that the chat inside the app is real, still do not enter a code there: even a successful shop chat does not ask for a bank code. Ask about the order in ordinary words, and stop as soon as the talk turns to the bank.
A search for “shop support” on the internet also brings up ads. Do not call the first number from an ad, and do not install an app from the first line. The shop where you bought is already on your phone.
A call right after the chat, with the same text “say the code or the order will be cancelled”, does not add truth. The number on the screen may have been faked. Hang up and look at the order in the app. If it is quiet there and there is no cancellation, the chat lied to you. If a cancellation really is visible in the app, handle it with the shop’s buttons, not with a bank code in a conversation.
A receipt they ask you to “send along with the code” does not have to be sent into this chat. The receipt sits in your bank and in the order. It does not help a stranger’s dialog find the parcel, and together with the code it collects extra things. Stop at the order number inside your own app.
A night shop chat with a live reply in a second does not prove this is the support shift. A fast reply is easy to write in advance. A code is not sent at night either. In the morning the order will not vanish from your app, and a bank code that spent the night in someone else’s chat cannot be taken back.
What to check, in order
- Do not send a code from the bank app, an SMS code, or a card number into a “support” chat.
- Close the dialog if they already asked for the code. Do not find out whether “maybe that is how it should be”.
- Open the shop app yourself and find the order there. Read the status in it, not in a side messenger.
- Do not follow a link that says “continue in chat”, and do not transfer money to an operator’s card.
- If the code already left, open the bank from the icon, check transactions, and call the number on the back of the card.
- Do not send a second code into the same chat, even if they promise a cancellation.
- Do not download the bank app again from their link. The icon on the phone is already yours.
- Do not dial the first “support” ad in search. Write where your old order is visible.
Where people usually go wrong
- They send the code because the avatar looks like the shop.
- They leave the shop app for a messenger “for speed”.
- They say the order number out loud and then the code, thinking it is one check.
- They transfer money to an operator so the refund arrives faster.
- They install the bank from a link in this chat.
Do not send a code from the bank app into a shop chat. Look at the order in the app you opened yourself. If you sent the code, go into the bank from the icon and check the transactions.
What to do today
Find your order in the shop app, and do not go back to the chat where they asked for a bank code. If you already sent the code, open the bank separately and call the number from the card when you see someone else’s transaction. Do not open a new link to “support”, and do not install the bank app again from the chat.
How fake bank support looks is collected separately: seven signs of fake support. If the order itself is strange, check the shop this way: how to check an online shop.
