Germany: 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 Germany, 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 Germany.
- Report the crime to the police: see who handles cybercrime in Germany.
Shopping platforms in Germany
Amazon in Germany
amazon.deAmazon 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 › Problem with order. If the seller doesn't fix it, request an A-to-z Guarantee claim.
Report a seller or listing: On the product page, sign in, choose Report an issue with this product, and follow the prompts.
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 possible 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 Germany
ebay.deReport a problem or scam: Problem order: open a request in the Resolution Centre (resolution.ebay.de) 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.de 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. Claim Within 30 days after the estimated or actual 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.de. 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.
Kleinanzeigen in Germany
kleinanzeigen.deKleinanzeigen publishes no customer-care phone number here. Any number claiming to be Kleinanzeigen 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: If you paid and got nothing, give the seller a final deadline, send a damage report (Schadensmeldung) to Kleinanzeigen customer service, open a PayPal dispute if you paid by PayPal, and file a police report (Strafanzeige) with the ad number, bank details and messages.
Report a seller or listing: Report the ad or user in the app or website, and use the Schadensmeldung (damage report) for fraud losses.
Sicher bezahlen: Your payment is held by the payment provider until you confirm you received the item. If something is wrong, report it in the Kleinanzeigen message box. Only purchases made with Sicher bezahlen are covered. Claim within 14 days.
Fake Kleinanzeigen messages or sites: Real Kleinanzeigen emails come from addresses ending @kleinanzeigen.de, and you never pay through an email or SMS link.
- Never click links in 'account suspended' or 'payment confirmed' messages sent by email, SMS, WhatsApp or QR code.
Otto in Germany
otto.deReport a problem or scam: Use 'Hilfe & Kontakt' on otto.de: the contact form, the chat assistant or the free callback service.
Report a seller or listing: Contact the seller through your order first; if there is no help within 48 hours (Monday to Friday), use OTTO Versprechen via Hilfe & Kontakt.
OTTO Versprechen (OTTO Promise) for Marketplace orders: For orders from Marketplace sellers, OTTO can help with non-delivery, return problems and defective items if the seller has not helped within 48 hours (Monday to Friday). It is voluntary help, not a legal guarantee. Claim within 60 days of the planned delivery date (defects: within 12 months of delivery).
Fake Otto messages or sites: OTTO's advice page suggests forwarding suspicious emails to the NRW consumer centre at [email protected].
- OTTO Promise is voluntary help: legal disputes stay between you and the Marketplace seller.
Also used in Germany
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
Verbraucherzentrale
An independent, state-funded consumer advice centre (not a government agency): report a problem with an online shop or get advice.
Official websiteUniversalschlichtungsstelle des Bundes (federal consumer arbitration)
Out-of-court settlement of a dispute with a genuine trader.
Try to settle with the business yourself first. Cases can take a while.
Official websiteEVZ Deutschland (European Consumer Centre)
Free help with a dispute against a genuine trader in another EU country, Iceland or Norway.
It is for real traders, not scam websites.
Official websiteConsumer Redress in the EU (dispute resolution bodies)
Find an official body that can settle a dispute with a genuine trader in an EU country, Norway or Iceland.
Official websiteEuropean Consumer Centres Network (ECC-Net)
Free help with a dispute against a genuine trader in another EU country, Iceland or Norway.
Contact the centre in the country where you live. It is for real traders, not scam websites.
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.