Safeguard yourself from online shopping fraud

Understanding online shopping frauds

Online shopping frauds are deceitful schemes executed through e-commerce platforms, social media, and counterfeit websites to exploit consumers financially or gather sensitive personal information. These frauds have escalated significantly in the past decade, coinciding with the rise of digital marketplaces and the growing trust of consumers in online transactions. Unfortunately, this trust is often misused by cybercriminals who design sophisticated traps to lure and scam unsuspecting shoppers.

At the core of online shopping fraud is the misrepresentation of goods or sellers. Fraudsters may set up fake websites that look identical to legitimate e-commerce portals, promising branded products at heavily discounted prices. Consumers are attracted by the seemingly genuine setup and proceed to make purchases, only to realise later that the site was fraudulent. In some cases, the product never arrives; in others, it arrives but is entirely different or counterfeit.

Another prominent tactic involves phishing. Here, consumers receive emails or messages from what appears to be trusted retailers or banks. These communications often contain malicious links leading to fake payment pages designed to steal financial information. In many cases, consumers may not even realise they have been duped until significant damage is done.

There is also a trend of online marketplace frauds, where scammers operate from within popular platforms. They might sell non-existent or subpar items and vanish once payment is received. The anonymity offered by online transactions makes tracking such fraudsters difficult.

Online shopping scams are not limited to financial loss. They may involve identity theft, data breaches, or even exposure to malware. This is why it is imperative for consumers to remain vigilant, be aware of common fraudulent tactics, and take necessary precautions when shopping online. Understanding these scams in depth is the first step towards effective prevention and timely resolution.

Common types of online shopping scams

• Fake e-commerce websites: Cybercriminals create replica websites that mimic legitimate online stores. They often use URLs similar to genuine ones and advertise massive discounts to lure buyers. After payment is made, the products are never delivered, and the website disappears shortly after.
• Social media marketplace frauds: Fraudulent sellers advertise trendy or high-demand products on platforms like Facebook, Instagram, and WhatsApp. These ads typically direct users to private messages or unknown links. Victims pay via digital wallets or bank transfers but receive either substandard products or nothing at all.
• Counterfeit products: Some scammers sell fake versions of branded items at incredibly low prices. Though a product may be delivered, it often turns out to be a cheap imitation that does not match the quality or features promised.
• Non-delivery scams: In this type, buyers make payments for products that are never shipped. The scammer either disappears or responds with fake tracking details. Contact information becomes unresponsive soon after the purchase.
• Fake order confirmation emails or messages: Victims receive notifications about purchases they never made. These messages include links to cancel or verify the order. Clicking on such links can lead to phishing websites that capture personal and financial data.
• Phishing emails and SMS links: Scammers impersonate trusted brands and send communications that contain malicious URLs. Clicking on these links may result in the installation of malware or redirection to deceptive payment gateways.
• Gift card payment scams: Consumers are asked to pay for purchases using digital gift cards. After providing the card codes, the scammer disappears. Since gift cards are difficult to trace, recovering the funds is virtually impossible.
• Drop-shipping deception: The fraudster lists products they do not possess. Once an order is placed, they source it from unreliable third-party sellers, leading to delayed delivery or substandard items. Often, the seller washes their hands of any responsibility.
• Return and refund exploitation: In this type, scammers send returns that are either used, counterfeit, or completely unrelated to what was purchased. They exploit return policies to get refunds for fake returns, damaging both customers and e-commerce platforms.
• Subscription scams: Some websites sign users up for recurring charges without clear disclosure. These are disguised as free trials or one-time purchases, making it difficult for users to identify and cancel ongoing subscriptions.

Step-by-step guide to filing an online shopping fraud complaint

If you have been the victim of an online shopping scam, it is crucial to act swiftly and follow a structured approach to increase your chances of getting a resolution. Here is a comprehensive step-by-step guide to help you file a complaint effectively.

Step 1: Collect all transaction evidence

Begin by gathering all documentation related to the purchase. This includes:

• Screenshots of the product listing and order confirmation
• Email or SMS records
• Payment receipts or bank statements
• Communication with the seller
• Advertisements or links that led you to the purchase

Organising this evidence is essential for making a strong case.

Step 2: Identify the platform used

Determine where the fraud occurred — was it on a reputed e-commerce website, social media platform, or an independent site? This will dictate your first point of contact. Established platforms usually have internal support systems to handle disputes.

Step 3: Contact the platform or seller

If the transaction occurred on platforms like Flipkart, Amazon, or Snapdeal, contact their customer service. Use the order ID and explain your issue through their complaint portal or app. Provide all evidence. Many platforms offer refunds or replacements once the issue is verified.

Step 4: Notify your bank or payment gateway

Inform your bank or payment provider about the fraudulent transaction. Whether you paid via debit card, credit card, UPI, or digital wallet, you can request a chargeback or dispute the transaction. Acting quickly may help in blocking the payment before it is withdrawn.

Step 5: File a complaint with the National Consumer Helpline (NCH)

Visit https://consumerhelpline.gov.in or call 1800-11-4000. Create an account and fill out the online complaint form. Include the nature of the fraud, date, amount, and your desired outcome (refund, replacement, compensation). Upload supporting documents. Once submitted, a docket number is provided to track the complaint status.

Step 6: Report the incident to the National Cyber Crime Reporting Portal

If your issue involves phishing, a fake website, or identity theft, file a complaint at https://cybercrime.gov.in. Select "Report Other Cyber Crime" and submit details like the transaction method, date, platform, and uploaded evidence. After mobile verification via OTP, your complaint will be forwarded to the local cybercrime unit.

Step 7: File an FIR if necessary

For larger financial losses or identity-related crimes, visit your local police station to file a First Information Report (FIR). Carry physical copies of all evidence and explain the case clearly. A copy of the FIR should be requested for follow-up.

Step 8: Escalate to a consumer forum

If you do not receive a resolution, file a formal complaint with the District, State, or National Consumer Disputes Redressal Commission, depending on the value of the transaction. These bodies have the authority to direct refunds, replacements, or compensation.

Step 9: Monitor and follow up

Track the progress of your complaint using the docket or complaint ID provided. Make periodic follow-ups through emails, helplines, or dashboards. Consistent engagement increases your chances of timely redressal.

Following this step-by-step process ensures that your grievance is properly addressed and improves the likelihood of recovering lost funds or securing justice.

Legal rights of consumers in online shopping frauds

Consumers in India enjoy several legal protections when they become victims of online shopping frauds. These rights are primarily safeguarded under laws such as the Consumer Protection Act, 2019, the Information Technology Act, 2000, and other relevant legal provisions. Understanding these rights empowers individuals to take timely and appropriate action when they face deceitful practices in the digital marketplace.

Consumer Protection Act, 2019

The most comprehensive legislation that governs online shopping transactions is the Consumer Protection Act, 2019. It recognises the rights of consumers in both offline and online environments. One of the key advancements under this Act is the inclusion of e-commerce transactions, ensuring that consumers are protected from unfair trade practices even when shopping on digital platforms.

Under this law, consumers have the right to be informed, which obligates sellers to disclose accurate details about the goods and services offered—such as price, quality, quantity, origin, and warranty. If any of this information is false or misleading, the consumer has the legal right to file a complaint.

Consumers also have the right to redressal, allowing them to lodge grievances through the Consumer Disputes Redressal Commissions at the district, state, or national level, depending on the claim’s value. These commissions can direct businesses to refund payments, replace defective products, or compensate for damages suffered.

Additionally, the law mandates that e-commerce platforms appoint a grievance officer and implement a clear redressal mechanism. Consumers should be able to lodge complaints easily and receive timely resolutions.

Information Technology Act, 2000

In cases where online fraud involves misuse of digital information, such as phishing or unauthorised transactions, the Information Technology Act, 2000 becomes applicable. This Act criminalises identity theft, hacking, and the unauthorised use of computer resources. Victims can approach cybercrime cells to report such offences and seek legal action against the perpetrators.

Legal Metrology (Packaged Commodities) Rules, 2011

Online sellers are required to comply with the Legal Metrology Rules, which mandate that pre-packaged goods carry accurate declarations regarding price, quantity, and manufacturer details. If these conditions are not met, consumers can report the violation, and the seller may be penalised.

RBI Guidelines and Banking Ombudsman

For cases involving unauthorised financial transactions, consumers can invoke the Reserve Bank of India’s guidelines on customer liability in digital transactions. If the bank or payment service provider fails in securing the transaction, consumers may be entitled to compensation. In unresolved disputes, one can approach the Banking Ombudsman for further redressal.

By understanding and asserting these legal rights, consumers can not only protect themselves but also hold sellers and platforms accountable, thereby contributing to a safer digital shopping environment.

How to file a complaint on National Consumer Helpline?

The National Consumer Helpline (NCH) is a dedicated grievance redressal platform launched by the Department of Consumer Affairs, Government of India. It provides consumers with an accessible mechanism to resolve complaints related to goods and services, including issues arising from online shopping frauds. The process is simple, structured, and available through multiple channels to cater to diverse user preferences.

Step 1: Visit the official website or use alternate channels

To initiate the complaint process, go to the official website: https://consumerhelpline.gov.in. Alternatively, you may call the toll-free number 1800-11-4000 or use the short code 1915 from your mobile phone. The service is available in multiple languages and operates from 08:00 AM to 08:00 PM, seven days a week, excluding national holidays. For mobile users, the “Consumer App” is also available on Android and iOS platforms for convenience.

Step 2: Register and log in

To file a complaint online, you must first create an account on the NCH portal. Register using your name, mobile number, and email address. Once registered, log in and navigate to the “Lodge your complaint” section.

Step 3: Fill out the complaint form

In the form, you will need to:

Select the category of the complaint (e.g. E-commerce, Retail)

Describe the issue in detail, including the date of the transaction, the seller’s name, product or service details, and the amount involved

Clearly state the nature of the fraud and the resolution you seek (refund, replacement, compensation)

Upload all supporting documents, such as:

Screenshots

Invoices

Chat or email transcripts

Payment proofs

Step 4: Submit and track

After submission, a docket number is generated. This unique reference number allows you to track your complaint’s status online. The NCH team forwards the complaint to the relevant business and monitors the resolution. If the company fails to respond, NCH may suggest taking the matter to a consumer court or commission.

Using the National Consumer Helpline ensures a formal and recognised process for addressing online shopping grievances, often resolving them without legal escalation.

Top of Form

Bottom of Form

Filing a complaint on National Cyber Crime Reporting Portal

The National Cyber Crime Reporting Portal (NCCRP) is an initiative by the Ministry of Home Affairs, Government of India, aimed at providing citizens with a centralised platform to report cybercrimes. This includes crimes related to online shopping frauds, such as fake e-commerce websites, phishing scams, identity theft, and financial fraud. The portal enables victims to file complaints digitally and ensures that the matter is forwarded to the appropriate law enforcement authorities.

Step 1: Access the portal

Visit the official website at https://cybercrime.gov.in. On the homepage, you will find two main options: “Report Women/Child Related Crime” and “Report Other Cyber Crime”. For online shopping scams, select “Report Other Cyber Crime” to proceed.

Step 2: Register and log in

You will be prompted to register using your mobile number, which must be verified using a one-time password (OTP). After verification, create your user profile by entering your name, email ID, and address. Once registered, you can log in to submit a complaint.

Step 3: Submit the complaint

Fill in the online complaint form by selecting the relevant category, such as e-commerce fraud or online financial scam. Provide details including:

Date and time of the incident

Description of the fraud

Website or platform involved

Mode of payment and transaction reference

Name and contact of the suspected seller (if known)

You must also upload supporting documents, such as payment receipts, emails, chats, screenshots, and identification proof.

Step 4: Confirmation and follow-up

After submitting the complaint, a unique acknowledgment number will be generated. This can be used to track your complaint’s status. The portal forwards your case to the appropriate state or district cybercrime unit for investigation.

Using the NCCRP ensures that cyber frauds are officially reported and investigated under relevant legal frameworks, offering a crucial path to justice.

Top of Form

Bottom of Form

Preventive measures to avoid online shopping scams

Online shopping scams are becoming increasingly sophisticated, making it essential for consumers to adopt proactive measures to protect themselves. Below are practical and effective preventive steps that can help individuals avoid falling victim to fraudulent e-commerce activities:

• Shop only from trusted and verified websitesAlways make purchases through reputable e-commerce platforms that have a proven track record and verified sellers. Avoid new or unknown websites unless thoroughly researched.
• Check for HTTPS and security certificationsBefore entering any personal or payment details, ensure the website URL begins with “https://” and displays a padlock icon in the browser address bar, indicating a secure connection.
• Avoid deals that appear too good to be trueExcessively discounted products, especially luxury items, often signal a scam. Compare prices on multiple platforms to determine whether the offer is realistic.
• Research the seller and read reviewsWhen purchasing from third-party sellers, check their customer ratings, reviews, and return policies. Avoid sellers with little feedback or negative comments.
• Do not click on unknown links or pop-upsBe cautious of advertisements or messages received via email, SMS, or social media promoting flashy discounts. These often lead to phishing websites or malware downloads.
• Use secure and traceable payment methodsOpt for credit cards or trusted payment gateways over bank transfers or digital wallets. Credit cards offer better protection in cases of fraud.
• Keep your devices and software updatedEnsure your operating system, browser, and antivirus software are regularly updated to protect against the latest online threats.
• Avoid making purchases over public Wi-FiShopping over unsecured networks increases the risk of data interception. Always use a secure and private internet connection.
• Understand the return and refund policiesRead the platform’s terms and conditions carefully to know your rights in case of defective or undelivered goods.
• Verify mobile apps before installingOnly download shopping applications from official app stores and verify the developer information to avoid fake or malicious apps.
• Enable two-factor authentication on payment appsThis adds an extra layer of security by requiring an additional verification step during login or transactions.

Taking these preventive measures seriously can significantly reduce the likelihood of encountering online shopping scams and help maintain a safer digital shopping experience.

Additional resources and support

Consumers who fall victim to online shopping frauds or wish to stay informed and protected can turn to a variety of reliable resources and support systems. The following options provide guidance, complaint resolution, and awareness:

National Consumer Helpline (NCH)A centralised grievance redressal platform operated by the Department of Consumer Affairs. It offers support via toll-free number 1800-11-4000, short code 1915, the Consumer App, and the website https://consumerhelpline.gov.in.

National Cyber Crime Reporting Portal (NCCRP)A government portal for reporting cybercrimes including online shopping frauds. Accessible at https://cybercrime.gov.in, it forwards complaints to relevant state cybercrime cells.

Consumer Courts and Commissions
District, State, and National Consumer Disputes Redressal Commissions offer formal legal mechanisms for resolving disputes and seeking compensation.

Cyber Crime Cells at Police Stations
Most major cities have dedicated cyber crime units where victims can lodge complaints in person and seek investigation support.

Legal Services Authorities (DLSA/SLSA)
These bodies provide free legal aid and guidance to eligible citizens in consumer and cybercrime matters.

Consumer Rights NGOs
Organisations such as Consumer VOICE and CUTS International spread awareness and offer consumer support services.

Banking Ombudsman
For complaints involving digital transactions, the Banking Ombudsman scheme facilitates resolution when banks fail to provide adequate assistance.

Conclusion

Online shopping has brought immense convenience to consumers, but it has also opened the door to various forms of fraud and deception. From fake websites and counterfeit goods to phishing scams and unauthorised transactions, the risks are real and increasingly sophisticated. However, with awareness, vigilance, and the proper use of legal and regulatory channels, consumers can protect themselves and respond effectively when faced with fraudulent activity.

Understanding the types of online shopping scams, knowing your legal rights, and learning how to file complaints through trusted government platforms such as the National Consumer Helpline and the National Cyber Crime Reporting Portal are essential steps in combating digital fraud. Additionally, adopting preventive measures—like shopping only on secure websites, using traceable payment methods, and regularly updating security settings—goes a long way in minimising risks.

Consumers must not only stay informed but also actively report scams to ensure accountability and support broader efforts in cyber law enforcement. Empowered with knowledge and the right tools, every individual can contribute to building a safer and more transparent online shopping environment.