China: 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 China, 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 China.
- Report the crime to the police: see who handles cybercrime in China.
Shopping platforms in China
JD.com in China
jd.com- JD Mall customer service:950618(24 hours)
- Items from third-party sellers:400-610-1360(24 hours)
- JD Worldwide (全球购) orders and after-sales:400-606-9933(09:00-24:00)
- JD Logistics deliveries:950616(08:00-22:00)
- Consumer rights hotline:400-606-7733
Report a problem or scam: Help Center › Contact customer service, then use online chat or call the number below.
Report a seller or listing: On the product page, tap Customer Service. To report illegal or harmful content, call 400-656-1155.
7-day no-reason returns (7天无理由退货): Covers goods sold by JD itself (self-operated) that are returned in good condition. Some product types are excluded, and items from third-party sellers have a separate after-sales policy. Claim within 7 days of signing for the goods, counted from the day after delivery.
- JD's main customer service number in mainland China is 950618. Check any other number claiming to be JD against the list on JD's help centre.
Also used in China
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
National 12315 platform (SAMR)
National platform for consumer complaints, including online shopping.
Phone: 12315
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.