How to File a Complaint Against an Online-Seller Scam in the Philippines (A 2025 Practical & Legal Guide)
1. Why this matters
Online shopping now accounts for ₱1 trillion-plus in annual sales. Unfortunately, fraud has scaled with that growth—from “bogus buyers” to outright online-seller scams (fake listings, non-delivery, counterfeit goods, bait-and-switch, payment-link phishing, investment pitches on Facebook Marketplace, etc.). Philippine law gives consumers several administrative, civil, and criminal remedies; this article pulls them all together so you can act with confidence.
2. The Legal Arsenal
| Law / Rule | Key Provisions for Online-Seller Fraud | Sanctions |
|---|---|---|
| RA 7394 – Consumer Act (1991) | Prohibits deceptive, unfair or unconscionable sales; DTI may investigate, mediate, adjudicate, fine, suspend operations | Up to ₱300 000 fine or 1 – 5 yrs prison (Art. 164), plus disgorgement & restitution |
| RA 11967 – Internet Transactions Act (ITA) (2023) | Creates E-Commerce Bureau; mandates online-business registration, verified identities, escrow, “no-fault refund within 5 working days”; empowers DTI to issue takedown and cease-and-desist orders | ₱500 000 – ₱5 million, platform liability up to 1 % of Philippine gross sales, closure of website/app |
| RA 8792 – E-Commerce Act (2000) | Electronic documents & signatures are admissible evidence; Section 33 penalises fraud via digital means | ₱100 000 – ₱1 million &/or 6 mos – 3 yrs |
| RA 10175 – Cybercrime Prevention Act (2012) | “Computer-related fraud” & “computer-related identity theft” add prision mayor (6 – 12 yrs) on top of estafa; NBI/PNP cyber units have authority to seize data/servers | Fines up to ₱1 million + |
| imprisonment, double if committed against senior citizens, PWDs, OFWs | ||
| Revised Penal Code – Estafa (Art. 315) | Fraudulent misappropriation or deceit (e.g., seller receives payment but never ships) | Imprisonment & restitution scaled to the amount (e.g., ₱40 000–₱1.2 M → 2 yrs-4 mos +1 day to 6 yrs +1 day) |
| Small Claims Rules (2022) | Civil recovery ≤ ₱400 000 in any first-level court without lawyers; evidence may be screenshots, e-mails, chat logs | Court may issue writ of execution for refund |
| BSP Circular 1168 (2023) | Chargeback & reversal rules for e-wallets/bank cards; provider must complete investigation in 10 banking days | Administrative penalties vs. banks/e-money issuers |
| Data Privacy Act (RA 10173) | If scam involved misuse of your personal data, file with NPC | ₱500 000 – ₱5 million &/or imprisonment |
3. Step-by-Step Complaint Workflow
Tip: Most cases settle at Step 4 (DTI mediation)—fast and almost cost-free. Criminal prosecution is a fallback for bad-faith sellers or large losses.
| Step | What to Do | Where / How | Time-Lines & Fees |
|---|---|---|---|
| 1 Gather Evidence | Screenshots of product page, chat thread, tracking page, payment slip, seller profile URL, ads, review screenshots, ID if available | Keep originals & backups; notarise later if suing | Free |
| 2 Send Written Demand | Formal e-mail, Viber or registered mail asking for refund/replacement within 7 calendar days | Use polite tone; attach proof; keep proof of sending | ₱45 – ₱150 (reg. mail) |
| 3 Escalate to Platform | Click “Return/Refund,” “Non-Received Item,” etc. within cut-off (Shopee 5d, Lazada 7d, TikTok 4d) | Upload evidence; request escrow hold | Usually 48-72 h |
| 4 File DTI e-Complaint | Go to consumer.dti.gov.ph, create account, fill e-Complaint Form, upload docs; or walk-in at any DTI Provincial / Regional Office | No filing fee | Summons within 3-5 working days; Mediation must finish in 30 calendar days |
| 5 DTI Adjudication | If mediation fails & claim ≤ ₱3 million, move for Consumer Arbitration Case (CAC) | No lawyer required but helpful | Decision in 30 days; award enforceable by sheriff |
| 6 Small Claims / RTC | Sue for refund + damages; use Small Claims if ≤ ₱400 k | File where you or seller resides | Decision within 30 days |
| 7 Criminal Complaint | Prepare Complaint-Affidavit citing Estafa (Art 315) and/or Cybercrime (RA 10175) | File at NBI-CCAD or PNP-ACG, or at the Office of the City/Provincial Prosecutor | Prosecutor resolves within 60 days; warrant may issue after inquest |
| 8 Chargeback / Reversal | Report to bank or e-wallet app within 15 calendar days of transaction | Provide documentary proof; cite BSP Circular 1168 | Bank must credit provisional refund in 10 days |
| 9 Takedown / Blacklisting | Under ITA §24, request E-Commerce Bureau to order platform to delist seller; may also block social-media pages via NTC | Fill DTI Form ITA-01; attach links | Actionable within 72 h for grave violations |
| 10 Parallel Remedies | Report to SEC if scam is investment scheme; NPC if data-breach; BIR if seller issues no receipt (BIR Form 0917) | Separate agencies | Varies |
4. Evidence Checklist (attach as PDFs or JPEG/PNG)
- Transaction Trail – order confirmation, checkout page, shipping label, waybill.
- Payment Proof – bank transfer record, GCash/PayMaya receipt, credit-card slip.
- Conversation Logs – full messaging thread with timestamps.
- Product Photos/Video – unboxing clip (crucial for “item not as described”).
- Demand Letter & Delivery Receipt – or e-mail with full header.
- Government-ID – to prove complainant identity in DTI/NBI portal.
- Affidavit of Loss/Fraud – optional but useful in chargeback.
5. Drafting Your DTI or Prosecutor Complaint-Affidavit
Format (one-page outline):
Parties
- Complainant: Full name, address, contact.
- Respondent: Seller’s screen name, store URL, known address/number (write “unknown” if unverified).
Statement of Facts (chronological bullets)
Violation Cited (e.g., RA 7394 §48 & §52; RA 10175 §6 in relation to RPC Art 315)
Reliefs Sought: refund ₱, damages ₱, moral damages ₱__, cost of suit, administrative fines, criminal prosecution.
List of Annexes (A-Transaction Receipt, B-Screenshots …)
Verification & Certification of Non-Forum Shopping
Signature & Notary (for criminal complaint; DTI e-complaint need not be notarised).
6. How Cases Usually End
| Scenario | Typical Outcome | Practical Note |
|---|---|---|
| Seller participates in DTI mediation | Full refund or replacement within 7 days | Over 60 % settle at this stage |
| Seller ignores DTI summons | Ex-parte decision; seller black-listed; fine collectible by sheriff | Attach decision when doing chargeback |
| Criminal case (amount ≥ ₱500 000 or syndicated) | Warrant of arrest; plea-bargain to estafa, restitution + fine | Timeframe 12-24 months |
| Platform failure to act | DTI may fine platform under ITA up to 1 % of PH gross volume | Complaints surge has forced faster platform refunds |
7. Costs & Timing Snapshot (2025 rates)
| Item | Amount |
|---|---|
| Notarial fee (Complaint-Affidavit) | ₱150-₱300 |
| Filing small claims | ₱2 000-₱4 000 (depends on amount) |
| Sheriff / Writ fee | ₱1 000-₱1 500 |
| NBI clearance in cyber-fraud case | ₱130 |
| Lawyer (optional) | ₱1 500-₱3 000 per appearance for mediation; contingency/flat for estafa |
8. Defenses & Counter-Moves Sellers Use
- “Buyer failed to return item.” → Document your attempted return (video at post office).
- Fake airway-bill screenshot → Ask courier for “Shipment Certification”; forgery bolsters estafa.
- “We are a platform, not a merchant.” → Under ITA, platforms are jointly liable if they knew or should have known of the scam and failed to act within 24 h.
9. Prevention Tips
- Check DTI Online Business Name Registry (bnrs.dti.gov.ph) and SEC CheckApp before paying.
- Use platforms with escrow and “Shopee Guarantee”-type holds.
- Keep chats inside the platform; off-platform messaging weakens traceability.
- Pay with a credit card or e-wallet that supports chargebacks—not bank transfer.
- Verify seller’s Taxpayer Identification Number and official receipt when item value > ₱10 000.
10. Frequently Asked Questions
| Question | Short Answer |
|---|---|
| Can I complain if I’m abroad? | Yes—DTI e-Complaint accepts OFWs; attach passport stamp showing PH citizenship. |
| Is a Facebook post enough to sue? | If post is the ad that induced purchase, yes. Preserve via Web Archive or screen-record. |
| What if I paid by crypto? | File criminal case; track wallet address; BSP’s VASP Circular 1108 allows tracing through exchange KYC. |
| Time-bar? | Consumer Act actions: 2 years from discovery; Estafa: 15 years if the penalty ≤ prisión mayor; Cybercrime: 15 years. |
11. Quick Contacts (as of June 2025)
| Agency | Hotline | E-mail / Portal |
|---|---|---|
| DTI Consumer Care | 1-D-T-I (1-384) or 02-7791-3330 | consumercare@dti.gov.ph • consumer.dti.gov.ph |
| E-Commerce Bureau (ITA) | 02-7791-3280 | ecompliance@dti.gov.ph |
| NBI Cybercrime Division | 02-8523-8231 | ccd@nbi.gov.ph |
| PNP-ACG | 0999-999-0911 (Smart) / 0917-858-2856 (Globe) | acg@pnp.gov.ph |
| BSP Consumer Assistance | 02-8708-7087 | consumeraffairs@bsp.gov.ph |
| NPC Complaints | 02-8234-2228 | complaints@privacy.gov.ph |
12. Bottom Line
- Act fast—platform refund windows close in as little as four days.
- Document everything—digital proof is king since RA 8792.
- Layer your remedies—platform → DTI mediation → chargeback → criminal if needed.
- Use ITA leverage—ask the E-Commerce Bureau for takedown orders; it’s the newest, sharpest tool.
Armed with the statutes and step-by-step map above, you can transform the frustration of an online-seller scam into a well-documented claim, a refunded wallet, and (if warranted) a convicted fraudster. Good luck, and shop wisely!