Hong Kong: 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 Hong Kong, 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.
- Report the crime to the police.
Shopping platforms in Hong Kong
Carousell in Hong Kong
carousell.com.hkCarousell publishes no customer-care phone number here. Any number claiming to be Carousell 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: For an in-app order, raise a dispute on the Order Details page. Otherwise, report the user from the chat or their profile.
Report a seller or listing: In the app: chat or profile › ⋯ › Report user (for example Phishing scammer), or listing › ⋯ › Report Listing. Reports are anonymous.
Carousell Buyer Protection: Covers items that never arrive (tracked delivery only) or are very different from the listing, when you paid with the in-app Buy button. Payments made outside the app are not covered. Claim by the earliest of: 2 days after it shows as delivered, 10 days after the maximum delivery time, or when you confirm receipt.
Fake Carousell messages or sites: Carousell never asks for your contact or card details and never sends you to an outside payment link. Report anyone who does.
- Carousell has no customer service phone number: help is through the Help Centre chat and message form, so any number claiming to be Carousell is fake.
Also used in Hong Kong
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.