If an online shop took your payment and never delivered the item, sent a fake or defective product, blocked you after payment, or refused a valid refund, you may file a complaint with the Department of Trade and Industry (DTI). For many online shopping problems in the Philippines, DTI is the fastest practical starting point because it can facilitate mediation, require businesses to answer, refer matters to the proper agency, and, in e-commerce cases, act under the Internet Transactions Act of 2023. The important first step is knowing whether your case is a consumer complaint, a criminal scam, or both.

When Can You File a DTI Complaint Against an Online Shop?

You can usually file a DTI complaint if the online shop is acting as a business, online merchant, e-retailer, or seller offering goods or services to consumers in the Philippines.

Common examples include:

You paid for an item but the seller did not deliver it.
The item delivered was fake, damaged, defective, incomplete, or very different from the listing.
The seller advertised an original product but sent a counterfeit item.
The seller refuses a refund, replacement, or repair despite a valid consumer issue.
The shop uses “no refund,” “no return, no exchange,” or “all sales final” to avoid responsibility for defective or misrepresented goods.
The seller posted a fake price, fake discount, fake reviews, or misleading product description.
The online shop disappeared, changed names, blocked you, or deleted the listing after receiving payment.
The platform or marketplace refuses to help even after you used its dispute system.

DTI complaints are most effective when the seller is identifiable: a Shopee/Lazada/TikTok Shop store, Facebook or Instagram business page, registered online merchant, e-retailer website, or a seller with a name, mobile number, address, email, payment account, delivery record, or business registration.

If the “seller” is just a private individual casually selling a second-hand item, DTI may still look at the facts, but purely consumer-to-consumer (C2C) transactions are generally outside the coverage of the Internet Transactions Act. In that situation, you may need to file a police, NBI, or small claims case instead.

Is an Online Shop Scam a DTI Case, a Criminal Case, or Both?

Many victims think they must choose only one remedy. In practice, you may have more than one route.

Situation	Best starting point	Why
Seller is an online business and you want refund/replacement	DTI	DTI handles consumer complaints and mediation
Seller sent defective, fake, or wrong item	DTI and platform dispute system	Consumer remedies may include repair, replacement, or refund
Seller blocked you after payment and used fake identity	PNP Anti-Cybercrime Group or NBI Cybercrime Division, plus DTI if business-related	This may involve fraud or cybercrime
Payment was through bank, e-wallet, or card and there is an unauthorized transaction	Bank/e-wallet first, then BSP if unresolved	BSP handles complaints involving supervised financial institutions
You only want to recover money below ₱1,000,000	Small claims court may be an option	Small claims cases cover money claims under court rules
Seller is an investment scheme, lending app, insurance product, or securities-related business	SEC, BSP, Insurance Commission, or other regulator	DTI may refer because another agency has primary jurisdiction

A DTI complaint can help you seek practical consumer relief, but DTI is not a police agency. If the facts show intentional fraud, identity theft, phishing, hacking, or organized online swindling, you should also consider reporting to law enforcement.

Legal Basis for Filing a DTI Complaint

Consumer Act of the Philippines: RA 7394

The main consumer protection law is Republic Act No. 7394, the Consumer Act of the Philippines. It protects consumers against deceptive, unfair, and unconscionable sales acts and gives consumers remedies for defective or misrepresented goods and services.

For online shop complaints, the Consumer Act is often relevant when the seller:

Misrepresents the product’s quality, origin, condition, authenticity, or features.
Sells defective goods and refuses proper remedies.
Uses misleading advertising or fake promotional claims.
Refuses to honor warranty obligations.
Uses “no return, no exchange” to mislead consumers into thinking they have no rights.

DTI has repeatedly explained that “No Return, No Exchange” is not allowed when it prevents consumers from exercising their rights to repair, replacement, or refund for defective or imperfect products. A shop may set reasonable policies for change-of-mind returns, but it cannot use a blanket policy to escape liability for defective or misrepresented goods.

Internet Transactions Act of 2023: RA 11967

The newer and very important law for online shopping is Republic Act No. 11967, the Internet Transactions Act of 2023.

This law applies to business-to-business and business-to-consumer internet transactions within DTI’s mandate where:

one party is in the Philippines; or
the digital platform, e-retailer, or online merchant is availing of the Philippine market and has minimum contacts in the Philippines.

It also confirms that online and offline businesses should generally be treated equally. A seller cannot avoid consumer obligations simply because the transaction happened through Facebook, Instagram, TikTok, a website, or an e-commerce app.

Under RA 11967, DTI has regulatory jurisdiction over e-commerce activities of e-marketplaces, online merchants, e-retailers, digital platforms, and third-party platforms. The law also created the E-Commerce Bureau under DTI and authorizes DTI to receive and refer internet transaction complaints under a “no-wrong door” policy.

Electronic Commerce Act: RA 8792

The Electronic Commerce Act of 2000, RA 8792, is important because it recognizes electronic documents and electronic data messages. In simple terms, your screenshots, emails, order confirmations, chat messages, payment confirmations, and digital receipts can matter as evidence.

Do not delete your messages just because they are “only screenshots.” Preserve them carefully. If the case later reaches DTI adjudication, small claims court, or law enforcement, properly preserved electronic evidence can help prove what was promised, what was paid, and how the seller responded.

Revised Penal Code and Cybercrime Law

If the seller never intended to deliver and used deceit to get your money, the facts may also point to estafa under Article 315 of the Revised Penal Code. Estafa generally involves fraud or deceit causing damage to another person.

If the fraud was committed through computer systems, online platforms, fake accounts, phishing links, identity misuse, or similar digital means, the Cybercrime Prevention Act of 2012, RA 10175, may also be relevant.

This is why a serious online shop scam may need both:

a DTI complaint for consumer remedies and merchant/platform accountability; and
a criminal complaint with the PNP Anti-Cybercrime Group or NBI if fraud is involved.

What DTI Can and Cannot Do

DTI can help with consumer protection issues, mediation, and enforcement within its jurisdiction. Depending on the facts, DTI may:

receive your complaint;
require the business to answer;
facilitate mediation between you and the seller;
help push for refund, replacement, repair, or other settlement;
refer the matter to the proper agency if another office has jurisdiction;
coordinate with platforms or other regulators in e-commerce cases;
act on violations of consumer laws and fair trade laws;
recommend or initiate appropriate administrative action.

Under the Internet Transactions Act, DTI also has powers related to compliance orders, subpoenas, takedown orders, and blacklisting in proper cases. These powers are especially relevant where online listings involve prohibited goods, unsafe products, repeated unlawful postings, or activities that threaten public safety or compromise personal or financial information.

DTI usually cannot:

instantly force a refund on the same day you complain;
arrest the scammer;
freeze a bank or e-wallet account by itself;
recover money from an anonymous individual with no traceable identity;
decide criminal liability for estafa or cybercrime;
handle disputes that belong primarily to BSP, SEC, NPC, FDA, NTC, DHSUD, or another regulator.

Before Filing With DTI: Use the Platform’s Dispute System First

For transactions made through an e-marketplace or digital platform, use the platform’s internal redress system first. This means filing a dispute, refund request, return request, report, or help ticket inside the app or website.

Under the Internet Transactions Act, an aggrieved party should use the internal redress mechanism of the digital platform, e-marketplace, or e-retailer before filing a complaint with a government agency or court. The mechanism is considered exhausted if the complaint remains unresolved after seven calendar days from filing.

In practice, this step matters because DTI may ask:

Did you already contact the seller?
Did you file a refund/return request through the app?
What did the platform say?
Do you have a ticket number, case number, or screenshots?
Has seven calendar days passed without resolution?

If the platform closes your dispute unfairly or tells you to settle directly with the seller despite clear evidence, include that in your DTI complaint.

Evidence to Prepare Before Filing a DTI Complaint

A strong complaint is not just “na-scam po ako.” DTI needs enough facts and documents to understand the transaction and contact the respondent.

Prepare these:

Evidence	Why it matters
Screenshot of product listing	Proves what was advertised
Seller profile/page/store URL	Helps identify the respondent
Order confirmation	Proves transaction details
Official receipt, invoice, or delivery receipt, if any	Supports proof of sale
Payment proof	Shows amount, date, recipient, and reference number
Chat history	Shows promises, representations, refund demands, and seller response
Photos/videos of item received	Useful for wrong, fake, damaged, or defective items
Courier waybill	Shows sender, tracking number, delivery details
Platform dispute ticket	Shows you tried internal remedies
Valid government ID	DTI commonly requires complainant identification
Written demand for refund/replacement	Clarifies what remedy you are asking for

For online scams, also preserve:

seller’s phone number;
GCash/Maya/bank account name and number;
QR code used for payment;
Facebook/Instagram/TikTok username and profile link;
deleted post screenshots, if available;
tracking number and courier;
names of other victims, if any;
timestamps of all communications.

Avoid editing screenshots except to redact sensitive information for public posting. For formal submission, keep the original unedited files.

How to File a DTI Complaint Against a Scam Online Shop

1. Identify the correct respondent

Write down the most complete seller information you have.

For example:

Shop name: ABC Gadgets PH
Platform: Facebook Marketplace / Shopee / Lazada / TikTok Shop / Instagram
Seller name: Juan Dela Cruz
Mobile number: 09xx xxx xxxx
Email: seller@email.com
Payment account: GCash name / bank account name
Business address, if shown
Store URL or profile link

If you do not know the real identity, still include all traceable identifiers. DTI or another agency may use these to determine whether the matter can be acted upon or referred.

2. Contact the seller or platform first

Send a clear written demand through chat, email, or the platform’s help center.

Keep it short and factual:

identify the order;
state the problem;
attach proof;
ask for a specific remedy;
give a reasonable deadline.

Example:

I paid ₱3,500 on June 10, 2026 for one pair of advertised original sneakers under Order No. 12345. The item delivered on June 15, 2026 is different from the listing and appears counterfeit. I am requesting a refund or replacement within seven calendar days. Attached are the listing, payment proof, delivery photos, and screenshots of our conversation.

If the seller blocks you, refuses, or ignores you, screenshot that too.

3. File through the DTI Consumer CARe System

The DTI’s online complaint portal is the DTI Consumer Complaints Assistance and Resolution System (Consumer CARe). This is the main online route for consumer complaints and online dispute resolution.

You may need to register an account and provide personal information such as your name, address, email, mobile number, password, and valid government ID. Students may usually use a valid school ID where accepted.

When filing, be ready to input:

your personal details;
respondent/seller details;
nature of complaint;
date and place/platform of transaction;
amount paid;
concise narration of facts;
remedy requested;
supporting documents.

4. Email DTI if the portal is unavailable or you prefer email filing

DTI’s Fair Trade Enforcement Bureau (FTEB) states that Metro Manila complainants may submit complaints through the online portal or by emailing a complaint letter or accomplished complaint form to consumercare@dti.gov.ph. For online seller complaints, DTI’s e-commerce FAQ also identifies fteb@dti.gov.ph and asks consumers to copy eco@dti.gov.ph.

Useful official pages include:

A practical email subject line:

Consumer Complaint Against Online Seller – Non-Delivery After Payment – [Shop Name]

Your email should include:

your full name, address, mobile number, and email;
seller’s name, shop name, platform, contact details, and links;
a clear timeline of what happened;
amount paid and payment method;
remedy requested;
list of attachments;
copy of your valid ID.

5. Attach a clear complaint narrative

Use a simple timeline. Do not write a long emotional story without dates and evidence.

A good structure is:

On [date], I saw the seller’s listing for [item] on [platform].
The listing stated [important promises: original, brand-new, delivery date, warranty, etc.].
On [date], I paid ₱[amount] through [GCash/bank/card/COD].
The seller confirmed receipt of payment on [date].
The item was not delivered / the wrong item was delivered / the item was defective.
I contacted the seller on [dates].
The seller refused, ignored me, blocked me, or gave false promises.
I filed a platform dispute on [date], with ticket number [number], but it remained unresolved after seven calendar days / was denied.
I am requesting [refund/replacement/repair/other remedy].

6. Attend mediation

DTI complaints commonly go through mediation. Mediation is a meeting, now often online, where a DTI mediation officer helps the consumer and seller try to settle.

Under DTI rules, mediation is mandatory before a consumer complaint proceeds to adjudication. A successful settlement is reduced into a mediation agreement. If mediation fails because no settlement is reached or the seller refuses to participate, the case may move to the next stage, depending on the applicable procedure and DTI’s evaluation.

Prepare for mediation by having:

your documents in one folder;
a short timeline;
your exact demand;
your minimum acceptable settlement;
proof that the seller received payment;
proof that the seller failed to deliver or sent the wrong/defective item.

Be firm but calm. DTI mediation works best when your demand is specific and evidence-based.

7. Ask for the proper remedy

Do not just say “I want justice.” State the exact remedy.

Depending on your case, you may request:

full refund;
replacement with the correct item;
repair;
cancellation of transaction;
reimbursement of shipping fees;
return shipping at seller’s expense;
compliance with warranty;
removal of misleading listing;
referral to the proper enforcement agency.

For defective or misrepresented goods, the usual consumer remedies are repair, replacement, or refund. Under the Internet Transactions Act, when replacement or refund is chosen, the online merchant may be entitled to the return of the original goods, generally without cost to the online consumer, unless the parties agree otherwise.

Sample DTI Complaint Email

You can adapt this format:

Dear DTI Consumer Care / Fair Trade Enforcement Bureau:

I am filing a consumer complaint against [shop/seller name], an online seller operating through [platform/link], for [non-delivery / defective item / wrong item / counterfeit item / refusal to refund].

On [date], I ordered [item] from the seller for ₱[amount]. The seller represented that the item was [state key representation]. I paid through [payment method] to [account name/number] on [date]. Despite payment, [explain what happened].

I contacted the seller on [dates] and requested [refund/replacement/repair]. The seller [ignored/refused/blocked me/gave repeated false promises]. I also filed a dispute with [platform] on [date], ticket no. [number], but the issue remains unresolved.

I respectfully request DTI assistance for [full refund/replacement/other remedy] and any appropriate action under consumer protection and e-commerce laws.

Attached are copies of my valid ID, proof of payment, product listing, chat screenshots, delivery record, platform dispute record, and photos/videos of the item.

Thank you.

Where to File: DTI Offices and Online Channels

Filing method	When useful	Notes
DTI Consumer CARe portal	Best first option for online filing	Use consumercare.dti.gov.ph
Email to DTI Consumer Care	Useful if portal is inaccessible	Send complaint letter/form and attachments to consumercare@dti.gov.ph
Email to FTEB	Useful for online seller complaints	DTI e-commerce FAQ identifies fteb@dti.gov.ph and CC eco@dti.gov.ph
In-person DTI office	Useful if you need guidance or have bulky documents	Metro Manila complaints may be filed with FTEB; provincial complaints may be handled by regional/provincial DTI offices
Platform dispute center	Required practical first step for marketplace purchases	Save the ticket number and outcome

For Metro Manila, FTEB is located at the Trade and Industry Building, 361 Sen. Gil J. Puyat Avenue, Makati City. For provincial complaints, check the DTI regional or provincial office with jurisdiction over your location or the business location.

Timelines: How Long Does a DTI Complaint Take?

There is no single guaranteed timeline because it depends on the seller’s response, completeness of documents, DTI workload, whether mediation succeeds, and whether the case needs referral.

In ordinary practice:

Same day to a few days: DTI receives or acknowledges the complaint, depending on channel and volume.
Several days to a few weeks: DTI reviews documents and may schedule mediation or require the respondent to answer.
Mediation stage: DTI rules on consumer complaints provide for prompt mediation, and older DTI rules state that the mediation period should not exceed 10 working days from receipt of the complaint, though actual timelines may vary depending on notice, attendance, and online scheduling.
If settlement succeeds: the agreement may be implemented based on the terms agreed.
If mediation fails: the case may proceed further, be referred, or require another legal route.

Common delays happen when:

the seller’s identity is incomplete;
the seller refuses to participate;
the buyer submits unclear screenshots;
the transaction is actually C2C;
the issue belongs to another agency;
the complaint involves a criminal scam rather than only a consumer dispute;
the buyer does not attend mediation.

What If the Seller Is Abroad?

The Internet Transactions Act has extraterritorial application when a person engages in e-commerce and avails of the Philippine market to the extent of establishing minimum contacts in the Philippines. This means a foreign online merchant cannot automatically escape Philippine consumer rules just because it has no physical store here.

However, enforcement can be harder when the seller has no Philippine address, no local representative, no platform presence, and no traceable payment channel. In those cases:

file a platform dispute immediately;
report the transaction to your bank, card issuer, or e-wallet;
file with DTI if the merchant targets Philippine consumers;
consider reporting to law enforcement if fraud is involved;
preserve all foreign seller details, shipment records, customs documents, and payment references.

Foreigners in the Philippines may file complaints like Filipino consumers if the transaction is covered. Filipinos abroad may also file online if the transaction involved a Philippine seller or Philippine market, but they should keep a reachable email, Philippine contact number if available, and clear digital copies of ID and evidence.

If a matter later goes to court or a criminal investigation and documents were executed abroad, notarization, consular acknowledgment, or apostille may become relevant depending on the document and where it will be used.

When to Report to PNP, NBI, BSP, SEC, or Other Agencies

DTI is not always the final office. Use this guide:

Problem	Agency to consider
Fake seller, phishing, identity theft, account takeover, online fraud	PNP Anti-Cybercrime Group or NBI Cybercrime Division
Unauthorized bank, card, or e-wallet transaction	Bank/e-wallet first, then BSP Consumer Assistance if unresolved
Investment scam, fake trading platform, securities solicitation	Securities and Exchange Commission
Fake medicines, cosmetics, food, or health products	Food and Drug Administration
Telco/SIM-related concern	National Telecommunications Commission
Data privacy breach	National Privacy Commission
Housing, subdivision, condominium online sale issue	DHSUD or Human Settlements Adjudication Commission, depending on issue
Money recovery under ₱1,000,000	Small claims court under the Rules on Expedited Procedures in First Level Courts

If your money was sent through GCash, Maya, online banking, credit card, or debit card, report to the financial institution immediately. Ask for a ticket number. Quick reporting may help preserve account records, although reversal is not guaranteed.

Common Mistakes That Weaken a DTI Complaint

Waiting too long before filing

Online sellers can change names, delete pages, remove listings, and move funds quickly. File a platform dispute and preserve evidence as soon as you notice the problem.

Submitting screenshots without context

A screenshot of a payment is helpful, but DTI also needs to see what you bought, who sold it, what was promised, and what remedy you requested.

Posting everything publicly before preserving evidence

Public warnings may help others, but do not rely on social media posts alone. Save original screenshots, URLs, transaction IDs, and files first.

Threatening the seller with insults or harassment

Stay factual. The Internet Transactions Act also expects online consumers to act responsibly, honestly, and in good faith. Abusive messages can distract from your complaint.

Filing only with DTI when the case is clearly criminal

If the seller used fake identity, victimized many people, or disappeared after receiving payment, file with DTI if consumer laws are involved, but also consider PNP/NBI reporting.

Ignoring the platform’s refund period

Marketplaces often have short windows for returns, refunds, and disputes. Use those immediately. Do not wait for private promises from the seller until the platform deadline expires.

Frequently Asked Questions

Can I file a DTI complaint against a Facebook or Instagram seller?

Yes, if the seller is acting as an online business or merchant. Include the page link, profile URL, screenshots of the listing, chat history, payment proof, and seller contact details. If the seller appears to be a fake individual account or used a stolen identity, also consider reporting to PNP or NBI.

Can I complain to DTI if the seller blocked me?

Yes. Being blocked after payment can support your complaint, especially if you preserve screenshots showing payment, the seller’s promises, and the blocked status. However, if the seller’s real identity is unknown, DTI may have difficulty mediating and may refer you to law enforcement.

Does DTI handle Shopee, Lazada, TikTok Shop, or marketplace complaints?

Yes, DTI may handle consumer complaints involving online sellers and platforms, but you should first use the platform’s internal dispute or refund system. Under the Internet Transactions Act, internal redress is considered exhausted if unresolved after seven calendar days.

What if the online shop says “no refund”?

A blanket “no refund” or “no return, no exchange” policy does not defeat your rights when the item is defective, misrepresented, fake, or does not conform to what was advertised. For valid consumer complaints, remedies may include repair, replacement, refund, or other relief under the Consumer Act and Internet Transactions Act.

Do I need a lawyer to file a DTI complaint?

Usually, no. DTI consumer complaints are designed to be accessible to ordinary consumers. You can file through the portal or email using your own complaint letter and evidence. A lawyer may be helpful if the amount is large, the seller is a corporation, there are multiple victims, or you are also filing criminal or court action.

Is there a filing fee for a DTI complaint?

Consumer complaints filed for DTI assistance and mediation are generally intended to be accessible. However, if the matter proceeds to other forums, such as court, small claims, or formal legal proceedings, separate filing fees or documentary requirements may apply.

Can DTI force the seller to refund me immediately?

Not always immediately. DTI commonly begins with complaint handling and mediation. If the seller cooperates, settlement can be fast. If the seller refuses, disappears, or disputes the facts, the case may require further proceedings, referral, law enforcement action, or court action.

Can I file both DTI and police complaints?

Yes, when the facts justify both. File with DTI for consumer protection and refund/replacement issues. File with PNP Anti-Cybercrime Group or NBI if there is fraud, fake identity, phishing, hacking, or organized scamming. Keep copies of all complaint reference numbers.

What if I am a Filipino abroad who was scammed by a Philippine online seller?

You can still try filing online through DTI Consumer CARe or email if the seller is in the Philippines or the transaction targets the Philippine market. Use clear scanned copies of your ID, payment proof, screenshots, and a reachable email address. If notarized documents are later needed for court or criminal proceedings, documents executed abroad may need apostille or consular formalities.

What if the amount is small? Is it still worth filing?

Yes, especially if you have complete evidence and the seller is identifiable. Many DTI complaints involve ordinary consumer amounts. If DTI mediation fails and you only want to recover money, small claims court may be an option for claims within the applicable threshold.

Key Takeaways

File a DTI complaint when an online shop acting as a business fails to deliver, sends a fake or defective product, misleads you, or refuses a valid refund, repair, or replacement.
Use the platform’s dispute system first and save the ticket number; under the Internet Transactions Act, internal redress is deemed exhausted if unresolved after seven calendar days.
Prepare strong evidence: listing screenshots, chat history, payment proof, delivery records, photos/videos, seller details, and your valid ID.
File through the DTI Consumer CARe portal, or email a complaint letter/form to DTI Consumer Care or FTEB for online seller concerns.
DTI can help with consumer remedies and mediation, but criminal scams may also require PNP or NBI reporting.
If the problem involves banks, e-wallets, cards, investments, privacy, health products, or telecom issues, another regulator may also need to be involved.
Be factual, organized, and specific about the remedy you want: refund, replacement, repair, cancellation, or referral for enforcement.