Malaysia: 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 Malaysia, 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 Malaysia.
- Report the crime to the police: see who handles cybercrime in Malaysia.
Shopping platforms in Malaysia
Carousell in Malaysia
carousell.com.myCarousell 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.
Lazada in Malaysia
lazada.com.my- Customer care:+603 2706 0168(09:00-18:00 daily)
Report a problem or scam: In the app: contact Customer Care through chat, or call the number below, and give your order number.
Lazada Money Back Guarantee: Covers items that are damaged, faulty, wrong, incomplete or empty, orders not received even if marked delivered, and orders cancelled by the seller or Lazada. File the return or refund in the app. Claim check the deadline in the app (it varies by store type).
Fake Lazada messages or sites: Report fake Lazada calls, phishing links or app download requests to Lazada Customer Care.
Shopee in Malaysia
shopee.com.myShopee publishes no customer-care phone number here. Any number claiming to be Shopee 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: Me › Chat with Shopee, or Me › Help Center › Internet Call.
Report a seller or listing: In the app: seller's shop page or chat › ⋯ › Report this user, then pick a reason such as Scam or Counterfeit. Reports are anonymous.
Shopee Guarantee: You can ask for a return or refund if the order does not arrive, is wrong or is damaged. Only tap 'Order Received' once you have checked the item. Claim within 15 days of the delivered date (or the estimated delivery date).
Fake Shopee messages or sites: If someone calls or messages claiming to be Shopee, contact Shopee customer service in the app before doing anything they ask.
- Shopee Malaysia has removed its phone hotline: support is only inside the app, so any number claiming to be Shopee customer service is fake.
- Report any seller who asks you to pay by QR code, e-wallet or bank transfer outside the app.
Also used in Malaysia
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.