United Kingdom: 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 United Kingdom, 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 United Kingdom.
- Report the crime to the police: see who handles cybercrime in United Kingdom.
Shopping platforms in United Kingdom
Amazon in United Kingdom
amazon.co.ukAmazon 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 United Kingdom
ebay.co.ukReport a problem or scam: Problem order: open a request in the Resolution Centre (resolution.ebay.co.uk) 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.co.uk 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. Vehicles, property, digital content, travel tickets and services are excluded. Claim Within 30 days of the estimated 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.co.uk. 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.
- eBay generally won't call you unexpectedly. It may phone about an unpaid balance only after emailing you first.
Gumtree in United Kingdom
gumtree.comReport a problem or scam: Use the 'Report' button on the ad and choose fraud. Suspicious replies have no report button: contact Customer Support instead.
Report a seller or listing: Report the ad with its Report button. For messages, contact support through the help centre (email at any time, live chat 7 days a week, 8am to 6pm).
Shein in United Kingdom
shein.co.uk- Customer service:+44 20 3985 6188(Monday to Friday, 9:00 to 18:00 (UTC+0))
Report a problem or scam: Report scams or fraud to SHEIN Customer Service by Live Chat or phone from the Contact Us page.
Return Policy: You have a legal 14-day right to cancel after receipt, and SHEIN's own policy extends returns to 30 days for most items. Faulty or damaged items have a longer reporting window. Claim Within 30 days of receipt; faulty or damaged items within 90 days of the order date.
Also used in United Kingdom
Cross-border shopping apps with one worldwide help centre:
If the platform won’t help
Citizens Advice consumer service
Free advice if an item never arrived or a seller won't refund; they can pass your case to Trading Standards.
Have the seller's name and address, what you have done so far and any order number ready.
Phone: 0808 223 1133
Official websiteGOV.UK: find your local Trading Standards office
Find your local Trading Standards office, which acts against traders who break consumer law.
Enter your postcode.
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.