Philippines: 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 Philippines, 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 Philippines.
- Report the crime to the police: see who handles cybercrime in Philippines.
Shopping platforms in Philippines
Lazada in Philippines
lazada.com.ph- Hotline:(02) 8952 9232(8AM-8PM daily)
Report a problem or scam: In the app: contact Customer Care through chat, or call the hotline 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 Philippines
shopee.phShopee 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, and give your order number.
Report a seller or listing: In the app: seller's shop page › ⋮ › Report this user › pick a reason › Submit, or long-press a chat message › Report.
Shopee Guarantee (Returns Window): You can file a return or refund for problems with the item, even after confirming receipt, while the returns window is open. The seller is paid only after you confirm or the confirmation time ends. Claim check the deadline in the app (Shopee Mall orders get the longest window).
Fake Shopee messages or sites: Shopee never uses Gmail or Yahoo addresses, never asks you to pay to claim a prize and never offers part-time jobs on Viber, Telegram or WhatsApp.
- Shopee Philippines has no customer service phone number: help is only through chat or in-app calls, so any number claiming to be Shopee is fake.
- Shopee never asks you to pay through an outside link or send money to a bank or e-wallet account.
Also used in Philippines
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
DTI Consumer Protection Group
Consumer complaints, including about online shopping, through the One DTI portal.
Phone: 1384
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.