In recent years, PPL has seen a significant increase in fraudulent cash-on-delivery shipments. These most often involve purchases from unverified online stores that lure customers with suspiciously low prices. After paying the cash-on-delivery fee, customers often receive different or worthless items, and it is difficult to get a refund.
Fraudulent shipments are increasing significantly
The number of reported fraudulent cash-on-delivery shipments is rising every year. Following an increase of more than 100 percent in 2025, over 40 percent of last year’s total number of cases had already been recorded in the first third of 2026.
It is likely that the actual extent of the damage is significantly higher. This is because many victims do not report the fraud, and similar cases also involve shipments transported by other companies.
How the Scam Typically Unfolds
Scammers are using increasingly professional and sophisticated tactics, but the typical scenario tends to follow a standard pattern: a customer orders goods from a lesser-known online store (often based abroad) that offers products at exceptionally low prices.
After a few days, a cash-on-delivery package arrives, which the customer accepts and pays for. However, upon opening it, they discover that the contents do not match the order, or that the items are worthless, or that the package contains only filler material. Subsequent attempts to contact the seller are usually unsuccessful, as the online store stops responding. It is not uncommon for a fraudulent online store to suddenly disappear from the internet entirely.
What should you do if you've already received such a package?
If you, as a customer, become a victim of fraud—for example, if you discover after receiving a package that its contents do not match your order—we recommend that you act as quickly as possible. You should report the situation to the Czech Police immediately. Reporting the case promptly can be of significant help in the subsequent investigation.
Gather all available documentation, such as the order confirmation, payment information, photos of the package's contents, or correspondence with the seller.
Although consumers often contact the delivery service’s customer support first, the shipping company cannot be held responsible for the contents or quality of the shipments it transports. Furthermore, in the case of fraudulent cash-on-delivery shipments, the actual seller is often hidden behind a chain of intermediaries, and the carrier therefore generally has no way of tracing the original sender. The collected cash-on-delivery payment is subsequently paid to the contractual partner to whom it belongs. Only the Czech Police can order its seizure.
How to protect yourself from fraud
Although it is impossible to completely rule out the risk of fraud, there are several guidelines that can help you avoid unpleasant experiences:
◾Shop only at reputable online stores.
◾Be wary of offers with suspiciously low prices.
◾Be cautious when shopping at foreign or unfamiliar online stores.
◾Do not accept packages you are not aware of or do not remember ordering; keep track of your packages.
What is the role of PPL and the Czech Police?
PPL is the carrier of the shipment and cannot handle cash-on-delivery payments on its own initiative. Returning cash-on-delivery payments to the recipient is not within PPL’s authority, and any handling of such payments is possible only at the request of the Czech Police.
Further action is possible only in accordance with the official procedure of the Czech Police:
1. The affected customer files a report with the Czech Police.
2. In justified cases, the police formally request that PPL block and release the cash-on-delivery amount.
3. The funds are transferred to the Czech Police’s account.
4. The Czech Police decides on any refund after reviewing and concluding the investigation.
This procedure was standardized in cooperation with the Czech Police Presidium.
At PPL, we take customer safety seriously
Customer safety and trust are important to us. That is why we have a long-standing partnership with the Czech Police and regularly highlight the most common fraudulent practices that consumers may encounter.
PPL’s Customer Care Department systematically evaluates reported complaints and suspicious cases. If complaints related to a specific intermediary recur, the company notifies the intermediary of the situation and initiates further investigation. In many cases, this leads to the termination of cooperation with the problematic e-shop. However, the fight against scammers is complicated by their ability to quickly set up new online stores under different names and continue their fraudulent practices.
If you have any doubts about a package you are about to receive, please be very cautious and verify all necessary details before accepting and paying for the cash-on-delivery shipment.
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