Imposter Scam Targets Retail Stores with Sophisticated Tactics

Retail businesses, beware: A new variation of the imposter scam is making the rounds, and it’s very convincing. This scam doesn’t rely on phishing emails or obvious threats, it uses conversation, trust, and insider knowledge to trick employees into handing over valuable gift card information. By posing as district or regional managers and leveraging tools like LinkedIn to appear credible, scammers create a false sense of authority and urgency. Their approach is so polished that even experienced staff members may feel pressured to comply without verifying the request.

How the Scam Works

The scam begins with a phone call from someone claiming to be a district or regional manager. To appear credible, the scammer creates a polished LinkedIn profile that includes the company name, industry details, and even a convincing photo. When they call, they often know specific details about the store’s layout and daily operations—information that can easily be gathered through online research, job postings, or social media.

Once on the line, the imposter engages in a friendly, professional conversation that can last 15 to 20 minutes. They’ll ask questions about security protocols, how gates and locks are functioning, and whether any equipment needs repair. These inquiries seem legitimate and help build trust with the employee answering the phone.

After establishing credibility, the scammer introduces a sense of urgency: there’s an alleged issue with previously purchased gift cards. The caller claims the problem needs to be resolved immediately to avoid customer complaints or financial loss. They then instruct the employee to activate new gift cards or provide codes over the phone so the situation can be “fixed” quickly.

Unfortunately, those gift card numbers and PINs are as good as cash once shared. Scammers can use them instantly for purchases or resell them online, leaving the business on the hook for the loss.

Why This Scam Works

Imposters count on three things:

• Authority. Employees are less likely to question someone claiming to be a senior manager.
• Urgency. Creating a high-pressure situation discourages verification.
• Trust-building. By referencing real store details and asking operational questions, scammers make themselves sound legitimate.

How to Protect Your Business

Train Employees. Make sure all team members know that gift card numbers should never be provided over the phone.

Establish a Verification Protocol. Instruct staff to hang up and call back using a known company phone number, not the one provided by the caller.

Limit Information Sharing. Remind employees to avoid discussing internal security or process details with anyone they cannot verify.

Report Suspicious Calls. Use BBB Scam Tracker  to log incidents and alert other businesses.

“Scammers are becoming more sophisticated, blending social engineering with real business details to gain trust,” says Mechele Mills, President & CEO of BBB Serving Central East Texas. “It’s important for businesses to train employees to slow down and verify requests, especially when they involve gift cards or urgent financial action.”

Bottom Line: This scam preys on trust and the desire to provide good customer service. If an urgent request involves gift cards or sensitive information, it’s a red flag. Slow down, verify, and remain vigilant.

For more tips on avoiding business scams, visit BBB’s Business Scam HQ.

Remember, great businesses are out there. Always look for the BBB seal; it’s the Sign of a Better BusinessSM. Start with companies you can trust by going to bbb.org.

About BBB: BBB is a nonprofit, business-supported organization that sets and upholds high standards for fair and honest business behavior. Most BBB services to consumers are free of charge. BBB provides objective advice, free BBB Business Profiles on more than 5.3 million companies, 11,000 charity reviews, dispute resolution services, alerts and educational information on topics affecting marketplace trust. Visit bbb.org for more information. BBB Serving Central East Texas was founded in 1985 and serves 19 counties.