If you paid an online seller and the item never arrived, the seller blocked you, or what arrived was fake, defective, or completely different from what was advertised, a DTI complaint can be a practical first step. The Department of Trade and Industry can help with consumer disputes involving online sellers, especially where the seller is doing business in the Philippines or using a marketplace, website, Facebook page, TikTok shop, Instagram shop, or similar platform. This guide explains when DTI is the right office, how to prepare your evidence, where to file, what happens during mediation and adjudication, and when you should also report the matter as a cybercrime or estafa.

What a DTI Complaint Against an Online Seller Can Do

A DTI complaint is an administrative consumer complaint. It is meant to help consumers get practical remedies such as:

Refund of the amount paid
Replacement of the item
Repair of a defective product
Action against deceptive, unfair, or unconscionable sales practices
Referral to the proper agency if another office has jurisdiction
In proper cases, DTI action involving online listings, platforms, or merchants

It is different from a criminal case. DTI does not jail scammers or prosecute estafa in court. If the seller used a fake identity, fake bank account, fake business page, phishing link, or a coordinated scam, you may need to file a separate complaint with law enforcement, such as the PNP Anti-Cybercrime Group, NBI Cybercrime Division, or the DOJ Office of Cybercrime.

The important point is this: a DTI complaint is useful for consumer redress, but a criminal complaint is needed when the facts show fraud or cybercrime. Many victims should do both.

When DTI Is the Right Office for an Online Seller Scam

DTI is usually the correct office when the complaint is about a consumer transaction involving goods or services, such as:

You paid for an item online but the seller failed to deliver.
The seller delivered a fake, damaged, wrong, or incomplete item.
The seller advertised one product but sent a lower-quality product.
The online shop refuses a valid refund, return, warranty, or replacement.
The seller misrepresented the item as original, new, branded, imported, or DTI-registered.
The seller used “no return, no exchange” to avoid responsibility even if the item was defective or not as described.
The transaction happened through Shopee, Lazada, TikTok Shop, Facebook Marketplace, Instagram, Viber, a website, or another online platform.

DTI may be less effective if the seller is completely anonymous, has no business address, uses a fake name, and cannot be located. DTI’s own complaints guidance notes that where an alleged online seller or scammer has no contact information such as a business address, the consumer may directly file with the PNP or NBI. This is because DTI needs enough information to notify the respondent and conduct mediation.

Legal Basis: Your Rights Against Online Seller Scams

Several Philippine laws protect consumers in online transactions.

Republic Act No. 7394, or the Consumer Act of the Philippines

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 or practices. For online scams, the most relevant provisions are:

Article 2 — The State policy is to protect consumer interests, promote consumer welfare, and provide adequate means of redress.
Article 50 — A seller commits a deceptive act when concealment, false representation, or fraudulent manipulation induces a consumer to enter into a sale.
Article 52 — An unfair or unconscionable sales act may exist when the seller takes advantage of the consumer’s lack of knowledge, lack of time, or surrounding circumstances in a way that is grossly one-sided.
Article 159 — The proper department may investigate consumer complaints and establish procedures for consumers to seek redress.

In practical terms, if an online seller falsely advertised the item, hid important information, sent something different, refused a valid remedy, or took payment without intending to deliver, these facts may support a DTI consumer complaint.

Republic Act No. 11967, or the Internet Transactions Act of 2023

The newer and very important law for online shopping complaints 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 where the platform, e-retailer, or online merchant is availing of the Philippine market and has minimum contacts in the country.

Key points for online seller scams:

Online merchants and e-retailers are primarily liable to indemnify online consumers in civil actions or administrative complaints arising from internet transactions.
Online consumers may pursue repair, replacement, refund, or other remedies when there is defect, malfunction, loss without the consumer’s fault, failure to conform with warranty, or other merchant liability.
E-marketplaces and digital platforms must have redress mechanisms for reporting users or content that violate relevant laws.
The internal redress mechanism should be used first. Under Section 24, the aggrieved party must avail of the platform’s or e-retailer’s internal redress mechanism before filing with a court, government agency, or alternative dispute resolution body. The mechanism is deemed exhausted if unresolved after seven calendar days from filing.
DTI may issue takedown orders in proper cases involving prohibited, dangerous, unsafe, or unlawful online listings, subject to the requirements of the law.
A consumer may claim damages by filing before the court or DTI within two years from the time the cause of action arose, as provided in the Internet Transactions Act.

This is why, before filing with DTI, it is wise to report the issue inside the app or platform first, then screenshot the ticket number, complaint message, and the platform’s response or lack of response after seven calendar days.

Civil Code Remedies

The Civil Code also matters because an online sale is still a contract. Relevant provisions include:

Article 1170 — Those who are guilty of fraud, negligence, delay, or contravention of their obligations may be liable for damages.
Article 1191 — In reciprocal obligations, the injured party may choose fulfillment or rescission, with damages in proper cases.
Article 1495 — In a contract of sale, the seller is bound to transfer ownership and deliver the thing sold.
Article 1561 — The seller may be responsible for hidden defects that make the thing sold unfit for its intended use or reduce its fitness.

For ordinary consumers, this means the seller cannot simply accept payment and ignore delivery, send a materially different item, or hide defects and then claim “no refund.”

Revised Penal Code and Cybercrime Law

If the seller never intended to deliver and used deceit to get your money, the facts may also amount to estafa, or swindling, under Article 315 of the Revised Penal Code. Estafa by false pretenses generally involves deceit made before or at the same time as the fraud, reliance by the victim, and damage.

If the fraud was committed through a computer system, social media, messaging app, website, or online payment channel, Republic Act No. 10175, the Cybercrime Prevention Act of 2012, may also be relevant. Section 6 of RA 10175 increases the penalty for crimes under the Revised Penal Code and special laws when committed by, through, and with the use of information and communications technologies.

File With the Platform First, Then Prepare for DTI

Before filing with DTI, take these steps immediately.

Do not delete anything. Keep the chat, seller profile, product page, order page, payment receipt, tracking number, and delivery photos.
Report the transaction through the app or platform. Use the refund, return, dispute, or report seller function. Under the Internet Transactions Act, this internal redress step matters.
Screenshot the platform complaint. Capture the date, ticket number, your message, and the platform’s reply. If there is no reply after seven calendar days, screenshot that too.
Send a clear refund demand to the seller. Use simple language: identify the order, amount, date paid, problem, and requested remedy. Avoid threats, insults, or long emotional messages.
Notify your bank, credit card issuer, or e-wallet provider quickly. If you paid by credit card, ask about dispute or chargeback options. If you paid through bank transfer or e-wallet, report the receiving account immediately. Recovery is not guaranteed, but early reporting creates a record and may help if there are multiple reports against the same account.
Preserve digital evidence properly. Take screenshots showing the full screen, URL or username, date and time where possible, and account identifiers. Export chats if the app allows it.

Where to File a DTI Complaint Against an Online Seller

You may use any appropriate DTI channel, depending on your location and the nature of the complaint.

Filing channel	Best for	Details
DTI Consumer CARe System	Online filing and tracking	Use the online consumer complaint portal where available.
Email to DTI Consumer Care	Consumers who prefer email	Send the complaint and attachments to consumercare@dti.gov.ph.
Email to DTI-FTEB	Online seller complaints, especially Metro Manila or national online concerns	DTI’s E-Commerce FAQ says online seller complaints may be sent to fteb@dti.gov.ph, with eco@dti.gov.ph copied.
In person at DTI-FTEB	Metro Manila complainants or cases needing physical filing	DTI-FTEB is at the Trade and Industry Building, 361 Sen. Gil J. Puyat Avenue, Makati City. Check the DTI-FTEB contact page before visiting.
DTI Regional or Provincial Office	Complaints outside Metro Manila	File with the DTI office nearest you or where the seller operates.
PNP or NBI	Anonymous seller, fake identity, fake bank account, no business address, coordinated scam	This is important where the main issue is fraud, identity concealment, or cybercrime.

For official DTI filing information, see the DTI-FTEB FAQ on how to file a consumer complaint and the DTI E-Commerce Bureau FAQ.

Documents and Evidence You Should Prepare

DTI complaints are evidence-driven. The clearer your documents, the easier it is for DTI to evaluate the complaint and notify the seller.

Document or evidence	Why it matters
DTI Initial Complaint Form or complaint letter	Identifies the parties, transaction, facts, and requested remedy.
Valid government ID	Confirms the complainant’s identity.
Proof of payment	GCash, Maya, bank transfer slip, credit card record, deposit slip, remittance receipt, or payment confirmation.
Order confirmation or invoice	Shows what was ordered, price, seller, and date.
Product listing or advertisement	Proves what the seller represented before payment.
Screenshots of chat with seller	Shows promises, payment instructions, refusal to refund, blocking, or admissions.
Seller profile and account URL	Helps identify the respondent. Include username, page link, shop link, phone number, email, and listed address.
Delivery records	Tracking number, courier status, proof of delivery, photos or video of received item, waybill.
Platform dispute record	Shows you used the internal redress mechanism and whether seven calendar days passed unresolved.
Written demand for refund or replacement	Shows you tried to settle before escalation.
Timeline of events	Helps DTI understand the case quickly.

If you are an OFW or foreigner abroad and someone in the Philippines will attend mediation or submit documents for you, prepare a written authorization or Special Power of Attorney. For formal notarized documents executed abroad, Philippine authorities may require consular notarization or an apostille, depending on the country where the document was signed and how it will be used.

How to Write the Complaint Letter

Your complaint letter should be short, factual, and complete. Avoid exaggeration. DTI needs facts, dates, amounts, names, and evidence.

Include:

Your full name, address, email, and mobile number.
Seller’s name, shop name, page name, username, address, email, mobile number, and platform link, if known.
Date of order and date of payment.
Product or service purchased.
Amount paid.
Payment method and receiving account details.
What the seller promised.
What actually happened.
What you did to resolve it.
Your requested remedy: refund, replacement, repair, or other appropriate relief.
List of attachments.

Sample Complaint Narrative

On 10 March 2026, I ordered one “brand-new original” mobile phone from ABC Online Shop through its Facebook page. The advertised price was ₱18,500. The seller instructed me to pay by bank transfer to Account Name: Juan Dela Cruz, Account No. 123456789. I paid the full amount on the same day and attached the proof of transfer.

The seller promised delivery within three days. No item was delivered. I followed up on 13, 15, and 18 March 2026. The seller first said the item had been shipped but refused to provide a tracking number. On 20 March 2026, the seller stopped replying and blocked me.

I reported the transaction to Facebook and sent a written demand for refund, but the matter remains unresolved. I am requesting a full refund of ₱18,500 and appropriate action against the seller for deceptive and unfair sales practices.

Step-by-Step Process for Filing a DTI Complaint

1. Confirm that the transaction is a consumer transaction

DTI usually handles consumer complaints involving goods or services. If the product involves food, drugs, cosmetics, medical devices, agricultural products, courier services, banking, telecommunications, or data privacy, DTI may refer the matter to another agency under the government’s “no wrong door” approach.

Examples:

Food, drugs, cosmetics, and medical devices may involve the FDA.
Bank, credit card, e-wallet, or financial institution issues may involve BSP-regulated channels.
Data privacy complaints may involve the National Privacy Commission.
Courier service issues may involve DICT or the relevant courier’s regulator.
Pure cyber fraud may involve PNP, NBI, or DOJ cybercrime channels.

2. Use the marketplace or platform dispute system first

If the transaction happened through Shopee, Lazada, TikTok Shop, Facebook, Instagram, or another digital platform, file an internal dispute or report first.

Save proof that you did this. Under RA 11967, the internal redress mechanism is deemed exhausted if unresolved after seven calendar days from filing. This helps show DTI that you gave the seller or platform an opportunity to fix the problem.

3. Fill out the DTI Initial Complaint Form or prepare a complaint letter

Use the DTI form if available. If you cannot complete some seller details because the seller used a fake name or blocked you, state that clearly and attach whatever identifying information you have.

For the “nature of complaint,” common categories may include:

Deceptive sales acts or practices
Unfair or unconscionable sales acts
Breach of product or service warranty
No return, no exchange policy
Liability for product or service imperfection
Other fair trade law violation

4. Organize your attachments

Use clear file names such as:

01-Proof-of-Payment.pdf
02-Product-Listing-Screenshot.pdf
03-Seller-Chat.pdf
04-Platform-Dispute-Ticket.pdf
05-Delivery-Tracking.pdf
06-Refund-Demand.pdf

If you are emailing the complaint, keep file sizes reasonable. If the evidence is long, combine screenshots into one PDF and include a short index.

5. Submit the complaint

For Metro Manila complaints, DTI says complainants may file through the online portal, by email, or in person at DTI-FTEB. Online seller complaints may also be sent to fteb@dti.gov.ph, with eco@dti.gov.ph copied, based on DTI’s E-Commerce FAQ.

For consumers outside Metro Manila, use the nearest DTI Regional or Provincial Office or the online complaint channel.

6. Wait for evaluation and notice of mediation

DTI evaluates whether the complaint is within its jurisdiction and whether the documents are sufficient. If accepted for mediation, DTI will issue a notice and schedule.

Mediation is a facilitated settlement conference. A DTI mediation officer helps the consumer and seller discuss a voluntary solution. It is mandatory in consumer complaints before a formal complaint for adjudication may proceed.

Practical tip: attend mediation prepared with a specific demand. For example: “Full refund of ₱8,750 within five banking days to my GCash account,” or “Replacement with the correct model plus seller-paid return shipping.”

7. Put any settlement in writing

If the seller agrees to refund, replace, or repair, make sure the agreement is written and specific:

Exact amount
Deadline
Payment method
Return shipping arrangement
Who pays delivery fees
Consequence if the seller fails to comply

Do not withdraw your complaint based only on a vague promise like “I will refund soon.”

8. If mediation fails, ask about the Certificate to File Action

If no settlement is reached, the DTI Mediation Officer may issue a Certificate to File Action, often called a CFA. This allows the complainant to proceed to formal adjudication before the proper DTI office.

For formal adjudication, DTI requires a more formal complaint. The DTI-FTEB complaints handling page states that a formal complaint should be duly accomplished, notarized, and include verification and certification against non-forum shopping, plus the CFA and supporting evidence.

9. File the formal complaint for adjudication

Adjudication is more formal than mediation. DTI’s Adjudication Officer may require the parties to submit position papers and evidence. DTI guidance states that the parties are ordered to submit position papers within a non-extendible period of 10 working days from receipt of the Notice of Adjudication.

DTI may decide whether the complainant is entitled to repair, replacement, or refund and may impose appropriate administrative penalties or sanctions where warranted.

DTI’s own FAQ also states that there is no filing fee for adjudication if the complaint is sufficient in form and the requirements are complete. Lawyer representation is not mandatory.

10. Enforce the decision if the seller does not comply

If DTI issues a decision and the losing party does not comply after the decision becomes final, the winning party may request execution. DTI’s process may involve an Order of Execution and a Writ of Execution directed to the sheriff.

This is why accurate seller information matters. A decision is easier to enforce if the seller has a real name, business address, registered business, known bank account, or identifiable assets.

What If the Seller Disappeared or Used a Fake Name?

If the seller blocked you, deleted the page, used a fake profile, or gave no business address, file with DTI if you still have enough transaction details, but do not rely on DTI alone.

You should also prepare a cybercrime or estafa complaint. Bring or submit:

Your affidavit or written narrative
Government ID
Screenshots of the seller profile, product post, and chats
Payment receipts and receiving account details
URLs, usernames, mobile numbers, email addresses
Delivery records, if any
Proof that the seller blocked you or deleted the account
Names of other victims, if known

You may check the DOJ Office of Cybercrime contact page for official contact information. You may also report to the PNP Anti-Cybercrime Group or NBI Cybercrime Division, especially for fake accounts, phishing links, mule accounts, identity theft, repeated scams, or large losses.

Common Mistakes That Weaken DTI Complaints

Filing with only a story and no documents

DTI needs proof. Screenshots, receipts, order confirmations, and platform tickets are often more useful than a long emotional narrative.

Not identifying the seller

A complaint against “a Facebook seller” is hard to act on. Provide the page URL, username, phone number, email address, bank or e-wallet account, courier sender name, and any business registration details.

Waiting too long

Online evidence disappears quickly. Sellers change usernames, delete posts, deactivate accounts, and remove listings. Screenshot everything immediately.

Relying only on an unboxing video

An unboxing video helps, but it is not the only evidence. Keep the product listing, chat, receipt, waybill, and platform dispute record. For defective or wrong items, take clear photos from several angles.

Accepting verbal settlement promises

If the seller promises a refund during mediation or chat, ask for a written agreement with a deadline. A vague promise is difficult to enforce.

Filing only with DTI when it is clearly a criminal scam

If the seller used fake identity documents, multiple fake pages, mule accounts, or phishing links, DTI may not be enough. File with cybercrime authorities too.

Publicly posting accusations without preserving evidence first

Posting on social media may warn others, but it can also cause the seller to delete evidence. Preserve proof first. Avoid statements you cannot prove.

Special Notes for OFWs, Foreigners, and Buyers Abroad

Filipinos abroad and foreigners can still be victims of Philippine online seller scams, especially when buying from Philippine-based sellers or platforms.

Practical points:

You can usually start with email or the online DTI complaint portal.
Use a Philippine mobile number or email you actively monitor.
If you authorize a relative or friend in the Philippines to attend mediation, give written authority and a copy of your ID.
If a formal complaint, affidavit, or Special Power of Attorney must be notarized abroad, check whether the document should be notarized before a Philippine consulate or apostilled in the country where it is executed.
If the seller is outside the Philippines with no local presence, enforcement may be difficult, but the platform, payment provider, or local law enforcement record may still matter.

Frequently Asked Questions

Can I file a DTI complaint if the online seller blocked me?

Yes, if you have enough information to identify the seller or transaction. Attach screenshots of the seller’s account, chat, payment details, product listing, and proof that you were blocked. If the seller has no known business address or real identity, also report to PNP or NBI because the matter may involve cybercrime or estafa.

How long should I wait before filing with DTI?

For platform transactions, first use the platform’s internal complaint or refund system. Under the Internet Transactions Act, that internal redress mechanism is deemed exhausted if unresolved after seven calendar days. For obvious fraud, fake accounts, or large losses, you can also report to your bank, e-wallet, and law enforcement immediately while preparing the DTI complaint.

Does DTI handle Facebook Marketplace scams?

DTI may handle online seller complaints involving businesses or online merchants, including sellers using social media. But if it is a purely consumer-to-consumer transaction or the seller is anonymous and cannot be located, DTI may have limited ability to mediate. In those cases, a cybercrime or estafa complaint may be more appropriate.

Can DTI force the seller to refund my money?

Through mediation, DTI can help the parties reach a refund settlement. Through adjudication, DTI may order remedies such as repair, replacement, or refund if the complaint is proven and within its jurisdiction. Actual enforcement is easier when the seller is identifiable and has a real address or business presence.

Do I need a lawyer to file a DTI complaint?

No. DTI’s own FAQ states that lawyer representation is not mandatory in consumer complaint adjudication. Many consumers file on their own. The key is to submit a clear complaint, complete attachments, and an organized timeline.

Is there a filing fee for a DTI complaint?

DTI-FTEB states that there is no filing fee for adjudication as long as the complaint is sufficient in form and the requirements are complete. You may still spend for printing, scanning, notarization, courier, transportation, or document authentication if needed.

What if the seller says “no return, no exchange”?

A “no return, no exchange” policy does not defeat your rights when the product is defective, fake, not as described, or covered by warranty obligations. DTI specifically lists “No Return No Exchange Policy” as one of the complaint categories under consumer protection concerns.

Can I file both a DTI complaint and an estafa complaint?

Yes, if the facts support both. The DTI complaint seeks consumer remedies such as refund, replacement, or repair. The estafa or cybercrime complaint addresses criminal liability. Keep the narratives consistent and disclose if another complaint involving the same facts has already been filed, especially if later required in a formal complaint or certification.

What if I paid through GCash, Maya, or bank transfer?

Report the transaction to the e-wallet provider or bank immediately and request that the receiving account be investigated or flagged. Provide the transaction reference number, amount, date, recipient account, and scam details. This does not guarantee recovery, but it creates an official record and may help law enforcement.

Can DTI award damages for stress, lost income, or transportation expenses?

DTI’s consumer adjudication remedy is generally limited to repair, replacement, or refund of the purchase price. DTI-FTEB states that its Adjudication Officer cannot award damages, litigation expenses, or similar expenses in consumer complaints. Claims for additional damages usually belong in the regular courts, depending on the facts and amount involved.

Key Takeaways

File a DTI complaint when an online seller fails to deliver, sends a fake or defective item, refuses a valid refund, or commits deceptive or unfair sales practices.
Use the platform’s internal dispute system first and keep proof; under RA 11967, unresolved complaints after seven calendar days may be treated as exhausted.
Prepare strong evidence: proof of payment, product listing, chats, seller profile, order details, platform ticket, delivery records, and refund demand.
File through the DTI Consumer CARe portal, consumercare@dti.gov.ph, fteb@dti.gov.ph, the DTI-FTEB office, or the appropriate DTI regional/provincial office.
DTI mediation is mandatory before formal adjudication; if mediation fails, ask about the Certificate to File Action.
If the seller is anonymous, used fake details, or appears to be part of a scam operation, also report to PNP, NBI, or DOJ cybercrime channels.
DTI can help pursue refund, replacement, or repair, but criminal fraud and additional damages may require separate proceedings.