Japan: How to Report Online Shopping Fraud

Report a problem or scam: In the app or website: Your Orders › select the order and contact Customer Service. For seller orders, request an A-to-z Guarantee claim if the seller doesn't fix it.

Report a seller or listing: On the product page (desktop), sign in, choose Report an issue with this product, then This product or content is illegal, unsafe or suspicious.

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 estimated 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]

Report a problem or scam: Open the matching guide in the Help Center, then tap 'Contact us' at the bottom (login required). Replies arrive in the app's Notifications and by email.

Report a seller or listing: Use the 'Contact us' form in the Help Center (login required).

Mercari escrow and unauthorized-use compensation: Mercari holds your payment until you rate the transaction. If your item has not arrived and Mercari sends a reminder, tap 'Do not auto-complete the transaction'. Losses from unauthorized use of your account can be compensated after you apply with a record of a police consultation or report. Claim unauthorized-use claims: within 60 days of the unauthorized use.

Fake Mercari messages or sites: Mercari warns of phishing emails and fake sites using its name. If you entered details on a suspicious site, follow its guide: https://help.jp.mercari.com/guide/articles/1262/

• Mercari Japan has no phone support: any phone number claiming to be Mercari Japan support is fake.
• If an item was not sent with a Mercari shipping method, Mercari cannot investigate the delivery and pays no compensation if the courier does not.

Report a problem or scam: Contact the shop first from your order page. If the shop does not respond or seems fraudulent, use 'Contact the Customer Support Center' in the Help Center (chat, phone callback or email) with your order number ready.

Report a seller or listing: Report illegal or misleading listings at https://ichiba.faq.rakuten.net/form/item-post and fake shop sites at https://report-phishing.faq.rakuten.net/

Rakuten Anshin Shopping Service (楽天あんしんショッピングサービス): If an item never arrives or is counterfeit, you can file a claim. Rakuten shares it with the shop and investigates, which may lead to action against the shop or a refund. The claim must come from the buyer. Claim within 90 days of the day after the order date.

Fake Rakuten Ichiba messages or sites: Check Rakuten's scam guide for genuine sender addresses and what to do next: https://ichiba.faq.rakuten.net/detail/000013315 . If you entered a card number on a fake site, call your card issuer at once to stop the card.

Forward phishing to: https://report-phishing.faq.rakuten.net/

• Rakuten warns of phone calls from withheld numbers pretending to be Rakuten Ichiba or JICC and demanding payment.
• Genuine Rakuten Ichiba emails come from Rakuten domains such as @rakuten.co.jp and @shop.rakuten.co.jp. Check the sender address.

Report a problem or scam: Contact the store first (Order history › contact the store about the order). If the store cannot be reached, use the Yahoo! JAPAN inquiry form and choose 'Post-order trouble' (login required).

Report a seller or listing: Use the violation report feature on the product page.

Non-delivery Trouble Compensation (未着トラブルお見舞い制度): If you paid but the store never shipped your item and cannot be reached, Yahoo! JAPAN may pay back the amount after a review, up to JPY 500,000 per calendar year per Yahoo! JAPAN ID, as PayPay points or a bank transfer. You must not have had a refund or compensation from a card company or insurer.

Fake Yahoo! Japan (Shopping / Auctions) messages or sites: Do not reply to or open links in emails or LINE messages posing as Yahoo! Shopping order confirmations. Genuine stores use https://store.shopping.yahoo.co.jp/ or https://shopping.geocities.jp/ addresses. Guide: https://support.yahoo-net.jp/PccShopping/s/article/H000011046

• Yahoo! JAPAN does not send goods cash on delivery under the 'Yahoo! Shopping' name: an unexpected cash-on-delivery parcel is a scam.
• Yahoo! Shopping publishes no customer service phone number. Help is through the online inquiry form.