How To Report Online Shopping Fraud
If you paid for goods online that never arrived, were fake, or came from a fraudulent seller, here's how to report and seek a refund.
Last reviewed: 1 June 2026
First 10 minutes
- Gather all order details: confirmation emails, receipts, seller profile, and listings
- If you paid by card, contact your card issuer and ask about a chargeback or dispute
- Screenshot the seller's profile and listing before it can be removed
- Report the seller to the platform or marketplace
- Do not dispose of any goods that arrived — they may be needed as evidence
First 24 hours
- Submit a formal dispute through the marketplace's buyer protection process
- Report to your national trading standards, consumer protection, or fraud service
- If you paid via PayPal or a similar service, open a dispute through their resolution centre
- Report to your national postal service if counterfeit goods were mailed
- Keep all communications with the seller as evidence
Contact your bank or payment provider
- Contact your card issuer about a chargeback if you paid by credit or debit card
- Provide evidence of non-delivery or misrepresentation
- Ask about timelines and what supporting documentation they need
- If you paid by bank transfer, report to your bank and ask about a recall
Evidence to preserve
- Screenshots of the product listing, seller profile, and price at time of purchase
- Order confirmation and payment receipt
- All communications with the seller
- Photos of any goods received (or lack of delivery evidence)
- Delivery tracking showing non-delivery or wrong item
Secure your accounts and devices
- Change your marketplace account password if the seller may have accessed it
- Remove any saved payment methods from the platform if your data may be at risk
- Enable notifications on your account for future purchases
Report it
- Report to the marketplace or platform
- Report to your national consumer protection or trading standards service
- Report to your national fraud service if it involved deliberate deception
- Keep all reference numbers
Online shopping fraud ranges from individual dishonest sellers to organised fake shops designed to collect payments with no intention of delivering goods. The approach to recovery depends on how you paid.
Card payments generally offer the strongest protection through chargebacks. PayPal and similar services have buyer protection programmes. Bank transfers offer the least protection, though a recall is worth attempting promptly.
Always start with the platform's own buyer protection process, then escalate to your card issuer or payment provider if that does not resolve the issue. Consumer protection agencies and trading standards can also take action against fraudulent sellers, particularly those operating within your country.
Frequently asked questions
The seller says the item was delivered but I never received it — what can I do?
Request proof of delivery from the seller. If they cannot provide it, open a dispute on the platform and with your card issuer. A delivery scan to an address other than yours can support your claim.
The item arrived but is completely different from the listing — is that fraud?
Yes, misrepresentation is a grounds for a refund and a dispute. Document the discrepancy with photos, report to the platform, and raise a chargeback with your card issuer if the seller refuses to refund.
I bought from a website that has now disappeared — can I still get a refund?
Try your card issuer's chargeback process — it works even if the merchant no longer exists. Report to your consumer protection agency and fraud service so others are warned.
What is the difference between buyer protection and a chargeback?
Buyer protection is offered by the platform (e.g. eBay, Etsy, PayPal) and operates through their dispute process. A chargeback is a card network right handled by your bank. Both can apply — try buyer protection first, then chargeback if needed.