Label scam: how to spot it and protect yourself

Some users have alerted us to a new scam technique aiming to bypass the way Cocolis works. In the interest of transparency, and to keep you safe, here’s what has been reported and the best practices you should follow.

Don’t worry: the vast majority of journeys take place without any issue. This article is just here to help you quickly spot any abnormal behaviour.

Here is the scam process

1. After a booking is accepted, a “co-transporter” suggests shipping the package using a professional carrier (FedEx, DHL, UPS, etc.), instead of carrying out the journey themselves.
2. They ask for your email address (or the sender’s) to “generate” a shipping label, or send you a label to stick on the parcel directly.
3. They may suggest payment outside the platform (cash, direct bank transfer, external link, QR code, etc.).
4. The result: you leave the framework set by your booking and lose associated protections (tracking, support, potential claims).

Warning signs you should look out for

• Suggestion to stick a professional carrier label to your parcel.
• Request for an email address to issue shipping documents.
• Payment outside the platform, for any reason (“simpler”, “faster”, “separate fees”, and so on).
• Urgency pressure or attempt to move the conversation outside Cocolis (SMS, WhatsApp, private email).
• Unusual/suspicious links or email addresses (brand variations, spelling mistakes, strange URLs).

What the rules clearly say

On Cocolis, the booked co-transporter must make the journey themselves. Handing the shipment to an undeclared third party via a carrier label is not allowed and the protection tied to the booking might not apply.

What to do if you come across any of these warning signs

1. Stay on the platform for messaging and payments.
2. Refuse the label (or any shipment via an undeclared professional carrier).
3. Inform the sender if you’re not the person handing over the package: do not stick on any label sent directly.
4. Report the account and conversation to support (screenshots welcome).
5. Don’t click any suspicious link and don’t send any sensitive information.

Frequently asked questions

“The person claims to be a professional, what should I do?”
Check for the PRO badge on their profile. If it’s missing, refuse the label and report them.

“They are offering another payment method. Is it really faster?”
No. Any payment outside the platform removes tracking and any possible recourse.

“I’m not the sender: how can I avoid getting caught out?”
Let the sender know not to stick on any label sent directly and to warn you about any unusual requests.

How to report and get help

Use the report tool in your account area or contact our customer relations team by email. Provide a brief description, attach screenshots if possible (profile, messages, received label). The team will review your case and take the necessary action (blocking suspicious accounts, etc.).

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This article is intended as information and prevention. In case of harm, keep any evidence and contact the relevant authorities. For any questions regarding your booking, support remains your point of contact.