Colombia: 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 Colombia, 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 Colombia.
- Report the crime to the police: see who handles cybercrime in Colombia.
Shopping platforms in Colombia
Falabella in Colombia
falabella.com.co- Help, requests and complaints:+57 1 587 7776(Virtual assistant at any time; staff Mon-Sat 09:00-19:00)
Report a problem or scam: Fill in the complaints form (PQR) with your order number.
Report a seller or listing: Use the complaints form (PQR) with your order number.
Right of withdrawal and legal guarantee: Falabella has no separate buyer-protection programme. Your consumer-law rights apply, including the right to withdraw from a purchase and the legal guarantee.
- If Falabella does not resolve your complaint, you can go to Colombia's consumer regulator, the SIC.
Also used in Colombia
Cross-border shopping apps with one worldwide help centre:
Every 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.