Spain: 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 Spain, 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 Spain.
- Report the crime to the police: see who handles cybercrime in Spain.
Shopping platforms in Spain
Amazon in Spain
amazon.esAmazon 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 › Problem with order. If the seller doesn't fix it, request an A-to-z Guarantee claim.
Report a seller or listing: On the product page, sign in, choose Report an issue with this product, and follow the prompts.
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]
eBay in Spain
ebay.esReport a problem or scam: Problem order: open a request in the Resolution Centre (resolution.ebay.es) and ask eBay to step in if the seller doesn't fix it. Fake email: forward it as an attachment to [email protected]. Account misuse: use Help & Contact on ebay.es after signing in.
Report a seller or listing: Use 'Report this item' at the bottom of the listing. For a paid order, open an Item Not Received or Return request, then choose 'Ask eBay to step in' in the Resolution Centre.
eBay Money Back Guarantee: Covers items that don't arrive, arrive damaged or faulty, or don't match the listing, when you paid through eBay checkout. Claim Within 30 days of the estimated or actual delivery date.
Fake eBay messages or sites: Forward fake eBay emails to [email protected]. If someone calls claiming to be eBay, don't call them back; contact eBay through Help & Contact on ebay.es. Genuine eBay messages also appear in your eBay Messages inbox.
Forward phishing to: [email protected]
- eBay will never ask for your password or card details by email or phone.
Wallapop in Spain
wallapop.comReport a problem or scam: Open the conversation, tap the three-dot icon, choose the reason and add details; you can also report the item or block the user. If you were defrauded, file a police complaint (denuncia).
Report a seller or listing: Report the user or the item from the conversation (three-dot menu).
Wallapop Protección (Wallapop shipping): For purchases sent with Wallapop shipping, payment is held until you confirm. You can open a dispute for a wrong item, poor condition or a damaged or lost parcel. Claim within 48 hours of the parcel being marked delivered.
Fake Wallapop messages or sites: Official emails come from @wallapop.com, @ban.wallapop.com or @info.wallapop.com. Ignore links promising 'extra protection' or payment: they steal your login.
Also used in Spain
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
Ministerio de Consumo: how to make a consumer complaint
Government guide to making a consumer complaint, including complaint forms and consumer arbitration.
Official websiteINCIBE 017 cybersecurity helpline
Free state helpline for advice after online fraud.
Phone: 017
Official websiteCEC-Espana (European Consumer Centre)
Free help with a dispute against a genuine trader in another EU country, Iceland or Norway.
It is for real traders, not scam websites.
Official websiteConsumer Redress in the EU (dispute resolution bodies)
Find an official body that can settle a dispute with a genuine trader in an EU country, Norway or Iceland.
Official websiteEuropean Consumer Centres Network (ECC-Net)
Free help with a dispute against a genuine trader in another EU country, Iceland or Norway.
Contact the centre in the country where you live. It is for real traders, not scam websites.
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.