Australia: How to Report Online Shopping Fraud
Fake seller, an order that never arrived, a refund that was refused, or a call from a fake “customer care” number? Here is how to report it to the shopping platforms people use in Australia, and where to go if the platform won’t help.
Do this first
- Never call a “customer care” number from Google, social media or a message. Many shopping platforms have no phone line at all, and those numbers belong to scammers.
- Report the problem inside the official app or website of the platform you used (details below).
- If you paid by card, bank transfer or a payment app, call your bank’s fraud line straight away: see bank fraud lines in Australia.
- Report the crime to the police: see who handles cybercrime in Australia.
Shopping platforms in Australia
Amazon in Australia
amazon.com.auAmazon publishes no customer-care phone number here. Any number claiming to be Amazon support (on Google, social media or a call you received) is a scam. Use the official app or help page below.
Report a problem or scam: In the app or website: Your Orders › select the order and contact Customer Service. For seller orders, request an A-to-z Guarantee claim if the seller doesn't fix it.
Report a seller or listing: On the product page (desktop), sign in, choose Report an issue with this product, then This product or content is illegal, unsafe or suspicious.
A-to-z Guarantee: Covers items bought from third-party sellers that never arrived, or arrived damaged, defective or not as described, when the seller doesn't resolve it. Digital items and services are not covered. Claim within 90 days of the latest estimated delivery date.
Fake Amazon messages or sites: Forward a suspicious email, text or call details to [email protected] to check it, and report scams to [email protected]. Real Amazon messages also appear in Message Center in your account.
Forward phishing to: [email protected]
eBay in Australia
ebay.com.auReport a problem or scam: Problem order: open a request in the Resolution Centre (resolution.ebay.com.au) and ask eBay to step in if the seller doesn't fix it. Fake email: forward it as an attachment to [email protected]. Account misuse: use Help & Contact on ebay.com.au after signing in.
Report a seller or listing: Use 'Report this item' at the bottom of the listing. For a paid order, open an Item Not Received or Return request, then choose 'Ask eBay to step in' in the Resolution Centre.
eBay Money Back Guarantee: Covers items that don't arrive, arrive damaged or faulty, or don't match the listing, when you paid through eBay checkout. Vehicles, property, services, digital content, tickets and vouchers are excluded. Claim Within 30 days of the estimated delivery date.
Fake eBay messages or sites: Forward fake eBay emails to [email protected]. If someone calls claiming to be eBay, don't call them back; contact eBay through Help & Contact on ebay.com.au. Genuine eBay messages also appear in your eBay Messages inbox.
Forward phishing to: [email protected]
- eBay will never ask for your password or card details by email or phone.
Gumtree in Australia
gumtree.com.auReport a problem or scam: Click 'Report Ad' and choose a reason. If you lost money, contact Gumtree with the ad ID and the other person's email address, and report it to local police to get a reference number. Gumtree gives information to police on request.
Report a seller or listing: Use the Report Ad button, or contact Gumtree through Contact us in the help centre.
Forward phishing to: https://help.gumtree.com.au/articles/en_US/KB_article/Suspicious-emails-AU/
- Gumtree never arranges payments or deliveries outside its platform. Scammers ask to move to WhatsApp or SMS and send fake payment links.
- If someone asks you to pay or be paid with PayPal Friends & Family, stop contact and tell Gumtree.
Also used in Australia
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
Scamwatch (ACCC)
Report a scam, including a fake online shop or scam website.
Scamwatch collects reports to warn others; the ACCC does not resolve individual disputes. If you paid, contact your bank or card provider straight away.
Official websiteState and territory consumer protection agencies
Your state or territory consumer agency can help you work out a solution with a business.
Choose your state or territory. In New South Wales, call NSW Fair Trading on 13 32 20.
Official websiteEvery contact here was read on the platform’s or regulator’s own website. If something has changed, tell us. See all countries and platforms in E-commerce Fraud Help.