Indonesia: 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 Indonesia, 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 Indonesia.
- Report the crime to the police: see who handles cybercrime in Indonesia.
Shopping platforms in Indonesia
Lazada in Indonesia
lazada.co.id- Hotline:+62 21 8064 0090(09:00-18:00 daily)
Report a problem or scam: Contact Customer Care through chat or the hotline below. For an unauthorised payment, give your order ID, date and amount.
Fake Lazada messages or sites: Report fake Lazada calls, phishing links or app download requests to Lazada Customer Care.
- If Lazada does not resolve your complaint, Lazada's help page lists the Ministry of Trade consumer protection directorate (Ditjen PKTN) on WhatsApp 0853 1111 1010.
Shopee in Indonesia
shopee.co.id- Consumer complaint line (Layanan Pengaduan Konsumen):+62 21 3950 0300
Report a problem or scam: In the app: Saya › Customer Service, or call the complaint line below.
Report a seller or listing: In the app: open the seller's profile › ⋯ › Laporkan Pengguna ini, then pick the violation.
Pengembalian Barang/Dana (return and refund): Shopee holds the payment while it reviews your claim for an item that did not arrive, is incomplete, empty, wrong or damaged. Keep photos or an unboxing video as evidence. Claim check the deadline in the app: it depends on the shop type (Mall shops allow the longest).
Fake Shopee messages or sites: Shopee's official WhatsApp accounts only send information and do not take complaints. Shopee never asks for your personal data or for a money transfer.
- Fake stores selling oxygen tanks, cooking oil, milk or vitamin drinks ask for your OTP or ShopeePay PIN on WhatsApp. Never share them.
Tokopedia in Indonesia
tokopedia.comTokopedia publishes no customer-care phone number here. Any number claiming to be Tokopedia 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: Open the order in Transaksi › ⋯ › Bantuan, pick the topic, then tap Lanjut Chat.
Pusat Resolusi (Resolution Centre): You can file a complaint against the seller if the order did not arrive, is damaged, incomplete or not as described. If you cannot agree, Tokopedia Care steps in to decide. Claim within 6x24 hours of the order showing Pesanan Tiba (for certain users); once it shows Selesai, Tokopedia no longer handles the claim.
Fake Tokopedia messages or sites: Fake Tokopedia or bank staff ask for OTP codes, promise prizes or discounts, or send APK files on chat apps. Ignore them and report through the Help Centre.
- Tokopedia has no customer care phone number: support is only by chat, so any number claiming to be Tokopedia is fake.
- Do not install APK files sent to you on messaging apps: this is a common way accounts are taken over.
Also used in Indonesia
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
BPKN (National Consumer Protection Agency)
Submit a consumer complaint online.
The 08153 153 153 number is for WhatsApp.
Phone: 08153 153 153
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.