Every order. On video. Dispute-proof.
“Encik, saya dari Shopee. Akaun kedai encik ada masalah, saya perlukan OTP untuk betulkan.”
That message, or a version of it, reaches a Malaysian seller almost every week. The voice is calm. The caller knows your shop name, and sometimes an order number. It is also the opening move of a Shopee scammer, and it works for one reason: it arrives on the same phone you use to run your business, at the moment you are least likely to slow down.
What a Shopee scammer is usually after
A call or a WhatsApp message is only a delivery method. The goal is almost always one of five things.
- Your OTP or TAC code. This is the one that ends the conversation permanently. An OTP is the last lock on your account, your bank, or your payout. Nobody legitimate needs it.
- Your password or PIN. Same category. Real support staff do not ask you to read out a login credential so they can “check your account”.
- A transfer to a personal bank account. Usually framed as a processing fee, a deposit, or an overpayment that must be returned quickly.
- Remote access to your device. A request to install a screen sharing app so they can “fix the settings” for you.
- A change of payment details. A message claiming your payout account is wrong, with new numbers to key in.
How to check who you are really talking to
The problem with verifying a scammer is that the message itself cannot be trusted. Links, screenshots, profile photos and caller ID are all part of the presentation, so check through a door you opened yourself.
- Open the Shopee app or Seller Centre yourself. Do not tap the link in the message. If there is a real problem with your account, it will show up where you already log in.
- Ask for the same notice inside the platform. An official warning, restriction or payout issue appears in your account notification area, not only in a text message.
- Use the support channel inside the app. Type your question in the official live chat and let them confirm the story. A caller who cannot survive that check was not from the app.
- Treat urgency as a warning sign, not a reason to hurry. “Within 30 minutes or your shop will be closed” is a pressure device. A real platform action does not disappear because you took ten minutes to verify it.
The same discipline applies to buyers who contact you with an unusual story, a payment screenshot, or a request to ship before funds settle. Check the details on your side of the platform first, then decide.
What the Malaysian fraud numbers actually show
Both figures come from named sources.
Malaysian e-commerce fraud cases rose 92% in the first quarter of 2026 compared with the same period a year earlier, according to Bukit Aman CCID statistics cited by Shopee Malaysia in August 2026. That figure counts e-commerce specifically, not all online fraud.
In Kelantan, police received 94 reports of “three-corner” fraud as of 15 September 2026, the state police chief said on 20 September. Of those, 75 reports came from buyers who were cheated, and 19 came from genuine sellers whose advertisements had been reused by criminals. Police opened 66 investigation papers. Buyers who have been cheated can contact the National Scam Response Centre on 997 and lodge a police report.
The seller whose shop name was used by someone else
The Kelantan numbers contain a detail most sellers miss. Nineteen of those reports were not about sellers doing anything wrong. They were sellers whose listings had been copied and used to convince a buyer to pay a stranger.
That is how these cases reach honest shops. A criminal copies details from a live listing and contacts a buyer as if they were you. The buyer pays, the money goes to an account you have never seen, and your shop name ends up in the report.
You cannot stop someone copying a public listing. You can control how fast you can show what happened on your side. That means order records with dates and times, payment that moved through official channels, and a packing record for the orders you shipped. If a buyer turns up saying they paid you, and the money never arrived, you want the answer to be a short set of facts, not a long argument.
What to keep before anything goes wrong
Keep these four things current, and most of these conversations end in minutes.
- Order records with the order number, the date, and the payment channel as recorded by the platform.
- A single official channel for money. Money that arrives outside the platform is money you cannot trace later.
- A packing record per order. A short clip of the order being packed, tied to that order number, is the strongest answer to “what did you actually send”.
- A habit of verifying first. If a message is designed to make you act before checking, that is the message to check twice.
This is the part Packory was built for. AWB barcode detected, recording starts by itself, a UTC timestamp is burned into every frame, and the clip syncs to your own cloud storage. When you need it, you can send the buyer an evidence link on WhatsApp, and the link opens a clean page with the timestamp and tracking details shown, no app and no account needed on their side.
Verify, then act
Every shop that records its orders is a shop that cannot be argued with later.
Every order. On video. Dispute-proof. Packory is building the evidence layer for Malaysian e-commerce, packing verification that holds up when it matters. Start free and put your orders on the record.