Kenya: 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 Kenya, 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 Kenya.
- Report the crime to the police: see who handles cybercrime in Kenya.
Shopping platforms in Kenya
Jumia in Kenya
jumia.co.ke- Customer care:+254 711 011 011
- Customer care:+254 730 868 000
- WhatsApp:+254 711 011 011
Report a problem or scam: Call or WhatsApp Jumia customer care with your order number. For payment problems, email JumiaPay disputes.
Jumia customer protection (JumiaPay): If you paid with JumiaPay and accepted the order, you stay protected if the item does not match its description, is fake or does not work properly. Claim 7 days after delivery; JumiaPay disputes up to 60 days after payment.
Email: [email protected], [email protected]
Kilimall in Kenya
kilimall.co.ke- Customer care:0711 082 780(Mon-Fri 7:00-18:00; Sat 8:00-16:00; Sun 8:00-17:00)
- WhatsApp:0700 163 469
Report a problem or scam: Call or WhatsApp customer care to raise a ticket or dispute with your order number.
Report a seller or listing: Raise a dispute about the seller through customer care.
7-day returns and dispute resolution: Return, exchange or refund if the item is faulty, damaged, wrong, not as described, missing parts or counterfeit. Change-of-mind returns need the item unused in its original packaging; many categories and overseas (Global) orders are excluded. Claim within 7 days of signing for the parcel; report damage within 24 hours.
Email: [email protected]
Also used in Kenya
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
Competition Authority of Kenya: File a Consumer Complaint
File a consumer complaint online.
Phone: +254 20 2779000
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.