E-commerce Fraud Help

Otto: How to Report a Scam or Fraud

Scammed by a seller, charged for an order you didn’t place, or contacted by someone claiming to be Otto? Here are the official ways to report it in Germany, read on Otto’s own help pages, plus the buyer-protection deadline and where to escalate.

Do this first

Stop all contact and payments. Otto will never ask you to pay outside its own checkout, share a one-time code or install a remote-access app.
Report it inside the official Otto app or website (steps below), not through a link or number you were sent.
Otto has no public customer-care phone number. Any number claiming to be Otto support is a scam.
If you paid by card, bank transfer or a payment app, call your bank’s fraud line now: see Bank Fraud Help.
Watch the buyer-protection deadline below: claims made late are usually refused.

Know this about Otto

OTTO publishes no customer phone number: it offers a free callback service instead, so treat any number found elsewhere with suspicion.

Otto in Germany

otto.de

Report a problem or scam: Use 'Hilfe & Kontakt' on otto.de: the contact form, the chat assistant or the free callback service.

Report a seller or listing: Contact the seller through your order first; if there is no help within 48 hours (Monday to Friday), use OTTO Versprechen via Hilfe & Kontakt.

OTTO Versprechen (OTTO Promise) for Marketplace orders: For orders from Marketplace sellers, OTTO can help with non-delivery, return problems and defective items if the seller has not helped within 48 hours (Monday to Friday). It is voluntary help, not a legal guarantee. Claim within 60 days of the planned delivery date (defects: within 12 months of delivery).

Fake Otto messages or sites: OTTO's advice page suggests forwarding suspicious emails to the NRW consumer centre at [email protected].

OTTO Promise is voluntary help: legal disputes stay between you and the Marketplace seller.

Official Otto help page OTTO Versprechen (OTTO Promise) for Marketplace orders terms

If Otto won’t help:

Verbraucherzentrale: An independent, state-funded consumer advice centre (not a government agency): report a problem with an online shop or get advice.
Universalschlichtungsstelle des Bundes (federal consumer arbitration): Out-of-court settlement of a dispute with a genuine trader. Try to settle with the business yourself first. Cases can take a while.
EVZ Deutschland (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.
Consumer 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.
European 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.

Checked on Otto’s own help pages on 5 October 2026. Platforms change their support routes, so if something has moved, use the help section in the official app and tell us. See every platform and country in E-commerce Fraud Help, and report the crime to the police via the cyber agencies directory.