Mexico: 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 Mexico, 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 Mexico.
- Report the crime to the police: see who handles cybercrime in Mexico.
Shopping platforms in Mexico
Amazon in Mexico
amazon.com.mxAmazon publishes no customer-care phone number here. Any number claiming to be Amazon 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 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: Use Report a Security Issue, linked from Amazon's Report a scam help page.
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 possible 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]
Liverpool in Mexico
liverpool.com.mx- Customer service centre (CAT), also phone sales:55 5262 9999
- Customer service centre (CAT) from a mobile phone:*7171
Report a problem or scam: Call the customer service centre or email [email protected] with your order number.
Garantía Liverpool: Liverpool lets you exchange or return products in store or online. For large items, call the customer service centre to book a pickup.
Email: [email protected]
Mercado Libre in Mexico
mercadolibre.com.mxMercado Libre publishes no customer-care phone number here. Any number claiming to be Mercado Libre 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 or on the website: My purchases › select the purchase › start a claim.
Report a seller or listing: Report the listing or seller from the listing page, or open a claim from your purchase. A seller asking you to pay outside Mercado Libre is a red flag.
Compra Protegida: Get your money back if the item does not arrive, is different from the listing or faulty, or in some cases if you change your mind. Payments outside Mercado Libre, QR payments, money transfers and excluded categories are not covered. Claim Not received: within 28 days of the purchase date. Regret or a problem with the item: up to 30 days after you receive it, depending on the reason..
Fake Mercado Libre messages or sites: Never share passwords, verification codes or card details, and never make transfers for someone who calls you. Report the call in the app: Help › Report a security problem. Do not open links or install apps they send.
- Mercado Libre does not sell vehicles under Compra Protegida or hold vehicles in custody: anyone saying so is a scammer.
- Never pay a deposit or advance to secure a deal before you have seen the item.
Walmart in Mexico
walmart.com.mx- Customer service (Walmart.com.mx and Walmart Supercenter):800 925 6278
- WhatsApp (Walmart Supercenter):55 5134 0054
Report a problem or scam: For an online order problem, call Walmart customer service and choose option 1 for purchases on the website.
Also used in Mexico
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.