Quick answer

If you believe you were scammed through an online shop, marketplace, Facebook, Instagram, TikTok, Messenger, or another social-media channel, act immediately:

Contact your bank, card issuer, e-wallet, or payment provider. Report the transaction as fraudulent or scam-related and ask whether the transfer can be stopped, traced, disputed, reversed, or placed on hold. Obtain a reference number.
Preserve all evidence before the seller deletes or changes it.
Report the account, listing, and transaction to the shopping or social-media platform. Use its buyer-protection or dispute process if available.
Call the government’s 24/7 Inter-Agency Response Center hotline at 1326 for online-scam reporting and referral.
File a criminal complaint with the PNP Anti-Cybercrime Group, the nearest police station or cybercrime unit, or the NBI.
File a consumer complaint with the Department of Trade and Industry (DTI) if the dispute involves an online seller or merchant.

These reports serve different purposes. A bank or e-wallet report may help contain the financial loss; a platform complaint may preserve account records or trigger buyer protection; DTI may address consumer remedies; and law-enforcement reporting may lead to investigation and criminal prosecution. Filing with only one does not necessarily activate the others.

What to do in the first few hours

Secure your money

Call the financial institution through the number in its official app, website, card, or statement—not a number supplied by the suspected scammer.

Tell the institution:

The transaction was connected to an alleged online-shopping or social-media scam.
Whether you authorized the payment because of deception, or the payment was entirely unauthorized.
The exact amount, date, time, reference number, recipient account, and payment channel.
Whether you disclosed an OTP, PIN, password, card details, recovery code, or identification document.
Whether the scammer may still have access to your account or device.

Ask the institution to:

Block or secure the affected account, card, or wallet;
Check for pending or unfamiliar transactions;
Start its fraud, dispute, or chargeback process, if applicable;
Contact the receiving institution or preserve the transfer trail;
Consider any lawful hold available for disputed funds; and
Give you a case or ticket number and written instructions.

A transfer is not automatically reversible merely because it resulted from a scam. Recovery depends on such matters as the payment method, how quickly the report was made, whether funds remain available, network or card rules, and the evidence. Do not pay anyone who promises a guaranteed “fund recovery.”

Under the Anti-Financial Account Scamming Act or Republic Act No. 12010, regulated financial institutions have authority and duties relating to fraud investigation, account information, disputed funds, and coordinated action. A report, however, does not itself guarantee reimbursement or recovery.

Secure your accounts and devices

If you shared credentials or clicked a suspicious link:

Change the affected password using a trusted device.
Change any other account that uses the same or a similar password.
Sign out unknown sessions and remove unfamiliar devices.
Enable multi-factor authentication.
Contact your mobile network if your SIM stopped working or you suspect SIM takeover.
Check whether the scammer changed your recovery email, phone number, or transaction limits.
Do not delete the suspicious app, chat, or message until evidence has been preserved.
If remote-access software was installed, disconnect the device from the internet and obtain qualified technical help.

Never give an OTP, PIN, password, or remote access to someone claiming to be a bank investigator, police officer, platform agent, or recovery specialist.

Preserve evidence properly

Save the evidence in its original form whenever possible. Take screenshots, but also retain the underlying messages, emails, receipts, and files.

Preserve:

The seller’s profile name, username, profile URL, page URL, and user or shop ID;
The product listing, advertisement, livestream, story, or sponsored post;
Claims about price, authenticity, condition, delivery, refunds, and warranties;
Complete chats, emails, texts, and call logs;
Order confirmations, invoices, waybills, and tracking information;
Payment receipts and transaction reference numbers;
The recipient’s name, account number, mobile number, QR code, bank, or e-wallet;
Dates and exact times of communications and payments;
Photos or an unedited video of the parcel, packaging, label, and item received;
The platform dispute, seller report, and bank complaint reference numbers;
The seller’s business name, address, registration details, and contact information, if displayed; and
Any threats, requests for additional payment, or attempts to move the conversation off-platform.

Where practical, capture the entire screen, including the URL and date or time. Export the conversation or download account data if the service permits it. Keep an untouched copy and a separate working copy. Back up the files in more than one secure location.

Do not edit screenshots in a way that removes context. Do not impersonate another buyer, hack the account, publish private account details, or threaten the suspected scammer. Those acts can create additional legal and evidentiary problems.

Report the seller to the platform

Use the platform’s official reporting and dispute tools promptly. Select the most accurate category, such as fraud, scam, counterfeit goods, non-delivery, account impersonation, or unauthorized transaction.

For a marketplace purchase:

Open a buyer-protection or refund request before the platform’s displayed deadline.
Do not press “order received” unless the correct item has actually arrived and been inspected.
Keep communications and payments inside the platform whenever possible.
Upload clear evidence and identify the remedy requested.
Ask the platform to preserve the seller’s registration, login, listing, chat, payment, and transaction records for lawful investigation.

A platform report is useful, but it is not the same as a police complaint. Platform suspension also does not establish criminal guilt or ensure repayment.

The Internet Transactions Act of 2023 or Republic Act No. 11967 regulates covered business-to-consumer internet transactions and imposes duties on online merchants, e-retailers, e-marketplaces, and other digital platforms. The obligations and available remedies depend on the platform’s role, the seller’s status, and the facts of the transaction. A purely private, casual sale may not be treated in exactly the same way as a sale made in the course of business.

Report the incident to law enforcement

Call 1326

The Cybercrime Investigation and Coordinating Center’s Inter-Agency Response Center uses 1326 as a 24/7 government hotline for reporting online scams and obtaining referral assistance. Official government guidance specifically identifies online-selling scams as reportable through this channel. See the Philippine Information Agency’s guidance on Hotline 1326.

Record the date and time of the call, the name or identifier of the person who assisted you, and any reference or referral number.

File with the police or NBI

You may report to:

The PNP Anti-Cybercrime Group or an appropriate regional cybercrime unit;
The nearest police station, which can receive or refer the complaint; or
The National Bureau of Investigation, which officially lists both cybercrime and fraud and financial crimes among its services. Use the NBI website and office locator to confirm the current office and instructions.

Bring or prepare:

A valid government-issued ID;
A chronological written account;
Printed and electronic copies of your evidence;
Payment records or certified transaction details, if available;
The suspected seller’s identifiers and account information;
Your bank, wallet, DTI, platform, and 1326 reference numbers; and
An affidavit or complaint-affidavit if requested.

State facts accurately. Separate what you personally saw from what you inferred. If another person owns the payment account or placed the order, that person may also need to provide records or execute an affidavit.

Law enforcement may request additional documents, refer the matter to a prosecutor, or coordinate with financial institutions and platforms. Agencies—not the complainant—determine the appropriate offense and whether the evidence supports further proceedings.

File a DTI consumer complaint

For a transaction with an online merchant or seller acting as a business, first send a clear written demand to the seller or use the platform’s redress mechanism. State:

The order and transaction details;
What was promised;
What happened;
The remedy requested, such as delivery, replacement, repair, or refund; and
A reasonable response date.

If the issue remains unresolved, file through the DTI Consumer CARe online system. DTI’s current official guidance also allows Metro Manila complainants to submit a complaint form or letter by email to consumercare@dti.gov.ph or in person at the DTI Fair Trade Enforcement Bureau. Verify addresses and office details on the DTI complaint-filing page before visiting.

Attach proof of purchase, communications, payment, delivery, the seller’s identity, and your prior attempt to resolve the issue. Explain the remedy you want.

DTI consumer proceedings and criminal proceedings are different. DTI may facilitate mediation or exercise its consumer-protection authority, but it does not replace a prompt fraud report to your financial institution or law enforcement.

When an incident may be a crime—and when it may be a consumer dispute

Online selling fraud may amount to estafa by deceit when a false pretense or fraudulent representation was made before or at the time the victim parted with money or property, the victim relied on it, and damage resulted. The Supreme Court has repeatedly required proof of those elements; non-delivery or breach alone does not automatically establish criminal fraud. See, for example, the Court’s discussion in Montano v. People.

If an offense under the Revised Penal Code or a special law is committed through information and communications technology, Section 6 of the Cybercrime Prevention Act of 2012 may apply. The precise charge and penalty depend on the proven conduct, allegations, amount involved, applicable amendments, and procedural history.

The following may point toward deliberate fraud:

The seller used a stolen or fictitious identity.
The listing used copied photos and false credentials.
The seller accepted payment despite never having or intending to deliver the item.
Multiple victims were directed to the same account.
The seller immediately blocked the buyer or deleted the page after payment.
A parcel contained worthless material intended to simulate a shipment.
The seller impersonated a legitimate business, public figure, friend, or family member.

By contrast, a late delivery, defective product, refund disagreement, poor service, or failed business transaction is not automatically estafa. It may still support contractual or consumer remedies. Classification depends on evidence of deception and intent, not simply on the label “scam.”

Complaints involving banks and e-wallets

Begin with the bank, e-wallet, card issuer, or other financial service provider’s own consumer-assistance channel. Keep its final response or proof that it failed to respond within the applicable period.

If the institution is supervised by the Bangko Sentral ng Pilipinas and the complaint remains unresolved, you may escalate it through the BSP Consumer Assistance Mechanism. BSP rules allow complaints through channels that include its consumer-assistance facilities and BSP Online Buddy (BOB). Consult the BSP website for the current BOB access point and filing instructions.

BSP escalation concerns the conduct or response of the regulated institution. It is not a substitute for a criminal complaint against the scammer and does not guarantee that an authorized transfer will be refunded.

If your identity or personal data was stolen

If the scammer obtained or misused your ID, selfie, signature, account credentials, address, or other personal data:

Notify the organizations that issued or rely on the compromised credential.
Ask financial institutions to flag possible impersonation or account opening.
Monitor accounts for unauthorized activity.
Preserve proof of how the data was collected or disclosed.
Report fake profiles directly to the platform.
Consider a complaint with the National Privacy Commission if the facts involve unauthorized processing, disclosure, security failure, or misuse of personal data within its jurisdiction.

A privacy complaint, consumer complaint, and criminal complaint address different legal issues and may proceed separately.

Common mistakes to avoid

Waiting for the scammer’s promised refund. Delay can allow funds and digital records to disappear.
Deleting chats after taking only a few screenshots. The full sequence may be needed to prove the deception.
Reporting only to the social-media platform. Account removal does not initiate a criminal case or bank dispute.
Sending another payment. Scammers often demand a “release fee,” “tax,” “verification deposit,” or “refund charge.”
Paying recovery agents. Impostors may target victims a second time.
Using unofficial support numbers. Scammers buy advertisements or create fake customer-service pages.
Posting unredacted IDs or account details publicly. Give sensitive evidence only through verified official channels.
Exaggerating the complaint. Inconsistencies can damage credibility; provide a precise timeline and identify any uncertainty.
Assuming a demand letter is always required before reporting. If funds are moving, an account is compromised, or evidence may disappear, report immediately. A demand may still be useful in an ordinary seller dispute.
Ignoring platform deadlines. Buyer-protection, return, card-dispute, and chargeback periods may be much shorter than legal prescription periods.

When legal help is urgent

Consult a Philippine lawyer promptly when:

The loss is substantial or involves several victims;
The scammer’s identity or location is uncertain;
A financial institution denies liability in a complex unauthorized-transaction case;
The platform, seller, or payment provider is outside the Philippines;
Cryptocurrency, multiple pass-through accounts, or identity theft is involved;
You received a subpoena, prosecutor’s notice, counter-complaint, or settlement proposal;
The suspect threatens violence, blackmail, doxxing, or publication of intimate material;
You are considering civil recovery, an application for provisional remedies, or a case requiring specialized electronic evidence; or
A filing or contractual deadline is approaching.

Call emergency services if there is an immediate threat to life or physical safety. Do not meet the suspected scammer alone.

A simple complaint outline

Use a chronological and factual format:

I purchased [item] from [seller/account and URL] on [date]. The seller represented that [specific claim]. Relying on that representation, I paid ₱[amount] through [payment channel] to [recipient details] under transaction reference [number]. The seller then [failed to deliver/sent a different item/blocked me/requested further payment]. I contacted the seller on [dates] and requested [remedy], but [response or no response]. Attached are the listing, complete communications, payment record, delivery evidence, and prior complaint reference numbers. I request investigation and the remedy available under the applicable law.

Do not state that a person is conclusively guilty. Describe the conduct and let the proper agency assess it.

Frequently asked questions

Can I report a scam even if the amount is small?

Yes. There is no minimum loss required merely to report suspected criminal conduct to law enforcement. The amount can affect the applicable penalty, forum, or practical handling of a claim, but it does not make deception lawful.

Can I report if I voluntarily sent the money?

Yes. A payment may have been authorized technically but induced by deception. Tell the bank and investigators exactly how consent was obtained. Do not describe the transfer as “unauthorized” if you personally approved it; describe the false representation that caused you to approve it.

Will the bank or e-wallet automatically refund me?

No. The provider must examine the transaction, governing law, security records, payment rules, and each party’s conduct. Prompt reporting improves the chance of containing the loss but does not assure recovery.

Should I message the scammer before reporting?

You may make a calm written demand if doing so is safe, but do not delay reports to the financial institution, platform, or authorities. Do not send more money or reveal that investigators are tracing an account.

What if the seller deleted the account?

Report anyway. Submit the username, URL, screenshots, payment destination, phone number, and any emails or delivery records. Platforms and financial institutions may possess records not visible to you, although access generally requires proper legal process.

What if I received the wrong, counterfeit, or defective item?

Preserve an unedited unboxing video if available, the parcel and waybill, photographs, listing, and seller communications. Use the platform’s return or refund process and file with DTI when appropriate. Criminal fraud depends on evidence of prior or simultaneous deception; not every defective-product dispute is a crime.

Can several victims file together?

Victims should preserve their own proof and make individual factual statements. They may inform investigators that other victims exist and provide contact details with consent. The proper consolidation or charging arrangement is for investigators and prosecutors to determine.

Is a barangay complaint enough?

A barangay may assist in an appropriate local dispute, but online fraud involving electronic evidence, distant parties, unknown suspects, or urgent fund tracing should also be reported directly to the financial institution and competent law-enforcement authorities. Whether barangay conciliation is legally required before a particular civil or criminal filing depends on the parties, residences, offense, penalty, and statutory exceptions.

How soon should I file?

Immediately. Different bank, wallet, card, marketplace, civil, administrative, and criminal processes have different deadlines. Do not rely on a general legal prescriptive period while a shorter dispute or buyer-protection deadline expires.

Official sources and reporting links

This article provides general Philippine legal information, not legal advice or a prediction of any case’s outcome. Rights, jurisdiction, evidence requirements, platform rules, and available remedies depend on the particular facts and documents. Official sources and public reporting procedures were checked as of September 14, 2026.