Getting scammed by an online seller is stressful because the loss is not only the money. You may also be dealing with unanswered messages, a deleted Facebook page, a blocked account, a fake delivery tracking number, or a seller who keeps promising a refund but never sends it. In the Philippines, a DTI complaint can help when the problem is a consumer transaction involving an online seller, online store, marketplace merchant, or e-retailer. This guide explains when DTI is the right office, what laws protect you, how to prepare your evidence, how to file the complaint, what happens during mediation and adjudication, and when you should also report the matter to the PNP, NBI, payment provider, or court.

When a DTI Complaint Is the Right Remedy for an Online Seller Scam

A DTI complaint is most useful when your problem is connected to the sale of a consumer product or service. Common examples include:

You paid for an item, but the seller never delivered it.
The seller delivered a fake, defective, damaged, wrong, incomplete, or substantially different item.
The seller advertised one product but sent something else.
The seller refused to honor a refund, replacement, repair, warranty, or return policy.
The seller used misleading photos, fake claims, fake discounts, or false product descriptions.
The transaction happened through Shopee, Lazada, TikTok Shop, Facebook Marketplace, Instagram, a website, Viber, Telegram, or another online channel.

DTI’s Fair Trade Enforcement Bureau (FTEB) handles consumer complaints under the Consumer Act and fair trade laws, including complaints filed through electronic means. DTI’s own complaint form asks for details such as the seller’s website or social media link, product details, date of purchase, payment method, proof of transaction, narration of facts, and requested relief such as refund, replacement, or repair. (esigaw.dti.gov.ph)

However, not every online scam is purely a DTI case. If the seller used a fake identity, disappeared after payment, operated a phishing link, hacked an account, or appears to be part of a coordinated fraud scheme, you should also consider a criminal complaint with the PNP Anti-Cybercrime Group or the NBI Cybercrime Division. DTI can help with consumer remedies and administrative action, but criminal investigation and prosecution are handled by law enforcement and prosecutors.

Situation	Best office or remedy	Why
Paid online seller, no delivery or no refund	DTI	Consumer transaction; possible refund, replacement, repair, or administrative action
Wrong, fake, defective, or misrepresented item	DTI	Possible deceptive, unfair, or unconscionable sales act
Seller blocked you, used fake name, fake ID, or fake page	DTI plus PNP/NBI	DTI may assist with consumer complaint, but law enforcement may be needed to identify or investigate the person
Payment was made through bank, credit card, GCash, Maya, or another financial institution	Payment provider first; BSP if provider mishandles the complaint	BSP’s complaint mechanism covers concerns involving BSP-supervised financial institutions and usually requires escalation first through the provider’s own assistance mechanism. (Bangko Sentral ng Pilipinas)
You want damages beyond refund, such as lost income or moral damages	Court, possibly small claims depending on the claim	DTI usually focuses on consumer remedies and administrative sanctions; courts handle broader civil money claims
Seller has no known address or real identity	PNP/NBI is often necessary	DTI mediation requires notice to the respondent; law enforcement has investigative tools for cybercrime and fraud

Legal Basis: Your Rights Against Online Seller Scams in the Philippines

Consumer Act of the Philippines: protection against deceptive and unfair sales

The main consumer protection law is Republic Act No. 7394, the Consumer Act of the Philippines. It declares a State policy to protect consumers against hazards to health and safety, deceptive, unfair, and unconscionable sales acts or practices, and to provide means of redress. (Supreme Court E-Library)

For online seller scams, the most relevant idea is simple: a seller should not mislead you about the product, price, quality, condition, warranty, availability, or identity of the business. The Supreme Court has recognized that deceptive sales practices may include false representations about the characteristics, quality, condition, availability, warranty, or affiliation of goods or services, and even suppression of material facts in appropriate cases. (Supreme Court E-Library)

In practical terms, DTI may become involved when an online seller:

Shows original product photos but sends a counterfeit or different item.
Says an item is “brand new” but sends a used or refurbished item.
Advertises “authentic,” “FDA approved,” “with warranty,” or “same-day delivery” without basis.
Collects payment and then refuses to deliver, refund, or properly explain.
Uses unclear return and refund rules to avoid responsibility.

Consumer complaints under the Consumer Act are generally subject to a two-year filing period counted from the transaction, the deceptive or unfair act, or, for hidden defects, from discovery. (Supreme Court E-Library)

Internet Transactions Act of 2023: online transactions are covered

Republic Act No. 11967, the Internet Transactions Act of 2023, strengthened consumer protection for e-commerce in the Philippines. It applies to online transactions where a person engaged in e-commerce avails of the Philippine market and has minimum contacts in the Philippines. It also recognizes the principle of equal treatment: online and offline transactions should be treated consistently. (Supreme Court E-Library)

This matters because some online sellers think they can avoid responsibility by saying the transaction happened only through chat, a social media page, or an online platform. That is not how Philippine consumer law works. Online merchants are still expected to provide truthful product information and deliver goods that match the description, picture, sample, type, quality, and condition promised to the buyer. (Supreme Court E-Library)

The Internet Transactions Act also gives DTI regulatory authority over e-commerce, including powers to receive and refer complaints, investigate, coordinate with agencies, issue compliance orders, and, in proper cases, issue takedown orders or maintain blacklists. (Supreme Court E-Library)

For online consumers, the law recognizes remedies such as repair, replacement, or refund under the Consumer Act and other applicable laws when the product is defective, malfunctions, is lost without the consumer’s fault, or fails to conform with warranty or agreement. (Supreme Court E-Library)

Online platforms and marketplaces may also have duties

If the transaction happened through an e-marketplace or digital platform, do not limit your complaint to private messages with the seller. Use the platform’s return, refund, dispute, or help center process and keep the ticket number.

Under the Internet Transactions Act, e-retailers must show identifying and contact information, issue invoices or receipts when required, and maintain a redress mechanism. The law treats the internal redress mechanism as exhausted if the complaint remains unresolved after seven calendar days from filing with the platform or e-retailer. (Supreme Court E-Library)

The law also provides that online merchants are primarily liable to indemnify online consumers in civil or administrative complaints arising from online transactions, while platforms or e-marketplaces may have subsidiary or even solidary liability in specific situations, such as when they fail to act after proper notice involving prohibited, unsafe, or dangerous goods. (Supreme Court E-Library)

Electronic evidence is valid if properly preserved

Republic Act No. 8792, the Electronic Commerce Act of 2000, recognizes electronic documents and electronic signatures. It also provides that electronic documents should not be denied admissibility in evidence solely because they are electronic, subject to rules on reliability and authentication. (Lawphil)

For an online seller scam, this means your screenshots, chat messages, emails, e-receipts, order pages, tracking pages, bank confirmations, and e-wallet transaction records can matter. But they are stronger when they show:

The seller’s name, page, handle, phone number, email, website, or profile link.
The full conversation, not only selected cropped messages.
Date and time stamps.
The product listing or advertisement.
The exact amount paid.
The account name or number where payment was sent.
Delivery tracking or proof of non-delivery.
Your refund request and the seller’s response, if any.

Do not delete the original conversation, order page, email thread, payment record, or app notification. Screenshots help, but original records are better.

Estafa and cybercrime may apply when there is fraud

A DTI complaint is not the same as a criminal complaint. If the seller intentionally deceived you to obtain money, the facts may also involve estafa, or swindling, under Article 315 of the Revised Penal Code. The Supreme Court has described the essence of estafa as fraud or deceit causing damage or prejudice to another. (Supreme Court E-Library)

If the fraud was committed through information and communications technology, Republic Act No. 10175, the Cybercrime Prevention Act of 2012, may also be relevant because crimes under the Revised Penal Code and special laws committed through ICT are covered by the law. (Supreme Court E-Library)

This is why serious online seller scams often require two tracks:

DTI complaint for consumer remedy, mediation, refund, replacement, repair, or administrative action.
PNP/NBI complaint for investigation of possible fraud, cybercrime, fake identity, or coordinated scam.

What to Do Before Filing the DTI Complaint

The first 24 hours after discovering the scam are important. Many buyers weaken their own case by deleting chats, arguing publicly, sending more money, or failing to preserve evidence.

1. Stop sending money

Do not pay “release fees,” “customs fees,” “courier insurance,” “rebooking fees,” or “refund processing charges” unless you can verify the charge through an official platform or legitimate courier. Scammers often use small follow-up charges to extract more money from a buyer who is already anxious.

2. Preserve evidence immediately

Save or screenshot:

The product listing, including price and description.
Seller profile, page name, username, URL, phone number, email, and address if shown.
Chat messages from inquiry to payment to follow-up.
Payment confirmation, bank transfer slip, e-wallet receipt, QR code, account name, and reference number.
Order number, delivery tracking, courier messages, waybill, or proof of failed delivery.
Refund requests and the seller’s replies.
Any platform ticket, complaint reference, or customer service response.

Keep the original app, phone, SIM, email, and account active if possible. For serious cases, original records may be useful later for authentication.

3. Use the platform’s refund or dispute system

If the purchase happened inside Shopee, Lazada, TikTok Shop, Zalora, or another marketplace, file a dispute or refund request inside the app first. Do not rely only on chat.

Under the Internet Transactions Act, internal redress mechanisms matter, and a complaint may be treated as unresolved if it remains pending after seven calendar days. (Supreme Court E-Library)

4. Send a clear final refund request

Before filing, it helps to show that you asked the seller to resolve the issue. Keep it short and factual:

I paid ₱[amount] on [date] for [item/order number]. The item was not delivered / the item delivered was not what was advertised. Please refund ₱[amount] to [payment channel] within [reasonable date], or I will file a consumer complaint with DTI and report the transaction to the proper authorities.

Avoid threats, insults, or public accusations you cannot prove. Focus on facts.

5. Report the payment to your bank or e-wallet provider

If you paid through a bank, credit card, GCash, Maya, remittance center, or another payment service, report the transaction immediately. Ask about available dispute, chargeback, fraud review, or account-freezing procedures. Provide the transaction reference number, recipient account name, recipient number, screenshots, and police blotter or complaint reference if required.

If your concern is against the financial institution itself because it failed to handle your complaint properly, BSP’s consumer assistance mechanism may be relevant after you first go through the institution’s own complaint process. (Bangko Sentral ng Pilipinas)

6. Report to PNP or NBI if the seller is anonymous or clearly fraudulent

If the seller blocked you, used a fake identity, changed page names, victimized several people, or collected payment through suspicious accounts, DTI may not be enough. The NBI Cybercrime Division handles investigative assistance for victims of computer crimes and requires a complaint sheet, preliminary interview, sworn statement or affidavit, and supporting documents. (National Bureau of Investigation)

The NBI has also stated that complainants may proceed to its Cybercrime Division or regional/district offices and submit a complaint-affidavit with documentary evidence. (www.foi.gov.ph)

Step-by-Step: How to File a DTI Complaint Against an Online Seller

Step 1: Identify the seller and transaction

Prepare the basic details first. DTI cannot mediate effectively if the respondent cannot be identified or notified.

Try to gather:

Seller’s full name or business name.
Online store name, page name, handle, website, or marketplace shop link.
Seller’s address, if available.
Seller’s phone number, email, or chat account.
Platform used.
Product or service purchased.
Date of order and payment.
Amount paid.
Payment channel and reference number.
What went wrong.
What remedy you want.

If you only have a Facebook page name or mobile number, you may still file, but expect a practical problem: notices may be difficult to serve if the seller cannot be located. In scams involving unregistered sellers or fake identities, DTI-related public guidance has recognized that complaints may need referral to PNP or NBI cybercrime offices. (Philippine Information Agency)

Step 2: Choose the proper DTI filing channel

For Metro Manila complaints, DTI provides several filing options:

File through the DTI Consumer CARe online portal.
Email the complaint form or complaint letter to consumercare@dti.gov.ph.
File in person with the Fair Trade Enforcement Bureau at DTI’s office in Makati. (Fair Trade Enforcement Bureau)

For online seller complaints, DTI’s e-commerce FAQ also states that complaints may be sent to FTEB at fteb@dti.gov.ph, with copy furnished to eco@dti.gov.ph. DTI has said FTEB accommodates complaints involving merchants or sellers even if they are not on major platforms such as Lazada, Shopee, or Zalora. (ecommerce.dti.gov.ph)

For buyers outside Metro Manila, you may file through the nearest DTI Regional or Provincial Office. DTI’s complaint guidance allows filing with DTI regional or provincial offices, not only the Makati office. (esigaw.dti.gov.ph)

Step 3: Prepare the complaint form or complaint letter

DTI accepts either a complaint form or a written complaint. The complaint should include:

Full name, address, email, and contact number of the complainant.
Full name, address, email, and contact number of the seller, if known.
A short but complete narration of what happened.
The date, time, place, platform, and method of transaction.
Product or service details.
Amount paid.
Payment method.
Your specific demand, such as refund, replacement, repair, cancellation, delivery, or other appropriate relief.
Proof of transaction and supporting documents.
Copy of your government-issued ID. (esigaw.dti.gov.ph)

Keep the narration factual. DTI staff should be able to understand the transaction quickly without reading hundreds of screenshots first.

Step 4: Attach strong evidence

Your evidence should answer four questions:

Who is the seller?
What was promised?
What did you pay?
How did the seller fail to deliver, refund, replace, or repair?

A good evidence packet usually includes:

Evidence	Why it matters	Practical tip
Screenshot of listing or advertisement	Shows what was promised	Include price, product description, photos, seller name, and URL
Chat messages	Shows negotiation, promises, payment instructions, and refusal to refund	Capture dates and timestamps
Proof of payment	Shows amount, date, recipient, and reference number	Include bank or e-wallet confirmation, not just a cropped screenshot
Order confirmation	Shows transaction details	Include order ID and platform name
Delivery tracking or waybill	Shows non-delivery, wrong item, or courier details	Keep packaging if wrong item was delivered
Photos or video of item received	Shows defect, wrong item, or mismatch	Take clear photos immediately upon unboxing
Platform complaint ticket	Shows you used the app’s redress mechanism	Save ticket number and response
Refund demand	Shows you gave the seller a chance to resolve	Keep message polite and specific
Government ID	Confirms complainant identity	Redact sensitive details only if DTI allows it

Step 5: State the remedy you want

Be specific. Do not only say, “Please help me.” State what outcome you are asking for.

Common remedies include:

Full refund of the purchase price.
Replacement with the correct item.
Repair of a defective item.
Delivery of the paid item.
Cancellation of the transaction.
Return shipping reimbursement, if justified.
Administrative action against the seller.
Referral to another agency, if the matter involves cybercrime, payment fraud, regulated goods, or other jurisdictional issues.

DTI adjudication may order repair, replacement, refund, and administrative penalties or sanctions after the proper process. (Fair Trade Enforcement Bureau)

Step 6: File and keep proof of submission

When filing online or by email, save:

Sent email copy.
Auto-reply or reference number.
Attachments list.
Date and time of filing.
Name of DTI office or officer, if provided.

For in-person filing, bring printed copies and ask how you will receive notices. DTI-FTEB’s listed office hours are Monday to Friday, 8:00 a.m. to 5:00 p.m., except holidays. (Fair Trade Enforcement Bureau)

Step 7: Attend DTI mediation

Mediation is the first major stage. It is a meeting where a DTI mediator helps the buyer and seller try to settle the complaint. The mediator does not act as your private lawyer. The goal is practical resolution: refund, replacement, repair, delivery, or another settlement.

Under DTI Department Administrative Order No. 20-02, mediation is mandatory for consumer complaints covered by the Consumer Act and fair trade laws before a formal complaint may proceed to adjudication. For non-Bagwis establishments, DTI issues a Notice of Mediation. For Bagwis awardee establishments, the complaint may first be referred or endorsed to the business, which is given seven calendar days to respond.

The Notice of Mediation may be served personally, by courier, registered mail, or email. Mediation is generally completed within seven working days from service of the Notice of Mediation, but the parties may agree to extend it for not more than ten working days.

If you cannot attend personally, a representative may appear with written authority that expressly allows settlement. If the party is a corporation, DTI rules require proper corporate authority, such as a Secretary’s Certificate.

Step 8: If mediation fails, consider formal adjudication

If the seller refuses to appear, cannot be located, or no settlement is reached, DTI may issue a Certificate to File Action. This certificate allows the complainant to proceed with a formal complaint for adjudication.

A formal complaint before DTI’s Adjudication Division requires more than the initial complaint. DTI requires a verified, dated, and signed complaint containing the names and addresses of the parties, concise facts, sworn statements and evidence, requested reliefs, a Certificate of Non-Forum Shopping, and the Certificate to File Action. (Fair Trade Enforcement Bureau)

“Verified” means you swear that the allegations are true based on your personal knowledge or authentic records. A Certificate of Non-Forum Shopping means you certify that you have not filed the same case involving the same issues in another tribunal or agency, or you disclose if you have.

Once the case proceeds, the adjudication officer may require position papers and supporting affidavits or evidence within a non-extendible period of ten working days from notice. A decision is issued within fifteen working days from the time the case is submitted for decision.

DTI’s FTEB FAQ states that a lawyer is not mandatory in the adjudication process, and there is no filing fee for filing the complaint. (Fair Trade Enforcement Bureau)

Sample DTI Complaint Email Against an Online Seller

You can use this structure if filing by email. Attach your complaint form, ID, and evidence.

Subject: Consumer Complaint Against Online Seller – Non-Delivery / No Refund – [Seller or Shop Name]

Body:

Good day.

I am filing a consumer complaint against the online seller identified below:

Seller/shop name: [name]
Platform/page/website: [link]
Seller contact details: [phone/email/address, if known]
Product ordered: [item]
Date of order: [date]
Date and method of payment: [date, bank/e-wallet/platform]
Amount paid: ₱[amount]
Order/reference number: [number, if any]

On [date], I ordered [item] from the seller after seeing the product listing stating [short description of promise or advertisement]. I paid ₱[amount] through [payment method] to [recipient name/account/reference].

The seller failed to deliver the item / delivered a different or defective item / refused to refund despite my follow-up messages. I contacted the seller on [dates], but [briefly describe response or lack of response]. I also filed a complaint or refund request through [platform], with ticket number [ticket number], but the issue remains unresolved.

I respectfully request assistance for [full refund / replacement / repair / delivery / cancellation / other relief]. Attached are copies of my proof of payment, screenshots of the listing and conversation, platform complaint ticket, and my valid ID.

Thank you.

[Full name] [Address] [Mobile number] [Email address]

Required Documents for a DTI Online Seller Complaint

Requirement	Usually needed for initial complaint?	Notes
DTI complaint form or written complaint	Yes	Include full details of buyer, seller, transaction, facts, and requested relief
Government-issued ID	Yes	DTI complaint guidance includes a copy of ID among complaint requirements. (esigaw.dti.gov.ph)
Proof of payment	Yes	Bank transfer, e-wallet receipt, card statement, remittance slip, or platform payment confirmation
Proof of transaction	Yes	DTI’s form mentions proof such as official receipt, warranty card, deposit slip, contract, delivery receipt, sales invoice, or other proof. (Fair Trade Enforcement Bureau)
Screenshots of listing and messages	Strongly recommended	Include timestamps, URLs, usernames, and product descriptions
Photos or video of item received	If applicable	Useful for wrong, defective, damaged, counterfeit, or incomplete items
Platform dispute record	If applicable	Shows you tried internal redress
Written authority for representative	If someone else will attend	Representative must have authority to settle during mediation.
Certificate to File Action	Needed only for formal adjudication	Issued if mediation fails or respondent fails/refuses to appear.
Verified complaint and Certificate of Non-Forum Shopping	Needed only for formal adjudication	Required for the formal complaint stage.

Timelines, Fees, and Practical Expectations

Stage	Typical rule or expectation	Practical reality
Platform or seller internal complaint	Under the Internet Transactions Act, an internal redress mechanism is considered exhausted if unresolved after seven calendar days. (Supreme Court E-Library)	File inside the app or platform first if available, and keep the ticket number
DTI initial complaint	Filed through online portal, email, in-person FTEB, or regional/provincial office depending on location. (Fair Trade Enforcement Bureau)	Incomplete seller details or missing proof can delay action
Mediation	Mandatory before formal adjudication; generally completed within seven working days from service of Notice of Mediation, extendible by agreement for up to ten working days.	The timeline depends heavily on whether the seller can be notified and appears
Certificate to File Action	Issued when there is no settlement or the respondent fails or refuses to appear despite notice.	Important if you want to proceed to adjudication
Formal complaint defects	Incomplete formal complaints may need correction within three working days.	Notarization, sworn statements, and complete attachments matter more at this stage
Position papers	Filed within ten working days from notice in adjudication.	Organize facts and evidence clearly
Decision	Issued within fifteen working days from submission for decision.	Enforcement or further remedies may still require follow-through
Filing fee	DTI-FTEB FAQ states there is no filing fee. (Fair Trade Enforcement Bureau)	You may still spend on printing, scanning, notarization, transportation, or courier
Lawyer	DTI-FTEB FAQ states a lawyer is not mandatory. (Fair Trade Enforcement Bureau)	A lawyer may still help in high-value, complex, or criminally sensitive cases

Common Pitfalls That Weaken DTI Online Seller Complaints

Filing with almost no seller information

A screenshot of a product photo is not enough. DTI needs enough information to identify and notify the seller. Include the seller’s page link, shop URL, phone number, email, payment account name, delivery sender details, and any business name shown.

If the seller is anonymous or used a fake account, file with DTI if there is a consumer transaction, but also report to PNP or NBI because investigation may be needed to identify the person behind the account.

Waiting too long

Do not wait months before preserving evidence. Pages can be renamed, posts deleted, accounts deactivated, tracking pages expired, and chats lost. The Consumer Act filing period may be two years, but evidence often disappears much earlier. (Supreme Court E-Library)

Deleting chats after taking screenshots

Screenshots are helpful, but original conversations are better. Keep the original messages in Messenger, Viber, Instagram, TikTok, email, or the marketplace app. Avoid cropping out dates, sender names, URLs, and message sequence.

Filing only with DTI when the case is clearly criminal

If the seller’s main act was to deceive you, collect money, and disappear, the facts may involve estafa and cybercrime. DTI can address consumer remedies, but PNP, NBI, prosecutors, and courts handle criminal investigation and prosecution.

Ignoring the platform’s dispute system

If you bought through a marketplace, use the in-app return/refund process quickly. Some platforms have short internal deadlines. A DTI complaint is stronger when you can show that you tried the platform process and it failed or remained unresolved.

Asking DTI for remedies it may not award

DTI can help with remedies such as refund, replacement, repair, and administrative sanctions. But if you are claiming moral damages, exemplary damages, attorney’s fees, lost income, or other broader civil damages, you may need to consider a court case.

For money claims within the proper threshold, small claims may be available in first-level courts. The Office of the Court Administrator has issued guidance on small claims involving claims not exceeding ₱1,000,000, exclusive of interest and costs. (Supreme Court of the Philippines)

Settling without written terms

If the seller offers a refund during mediation, make sure the settlement is clear:

Exact amount.
Payment deadline.
Payment method.
Whether item return is required.
Who pays shipping.
What happens if the seller fails to comply.

A vague promise like “I will refund soon” can create another round of problems.

Special Situations for OFWs, Foreigners, and Buyers Abroad

Can an OFW file a DTI complaint from abroad?

Yes, if the transaction is connected to the Philippine market or a Philippine seller, you can generally file electronically using the available DTI channels. The bigger practical issue is attendance at mediation and signing documents. If someone in the Philippines will attend for you, give that person written authority that expressly allows settlement, because DTI mediation rules require proper authority for representatives.

For formal sworn documents, notarization or authentication may become important. If documents are signed abroad, Philippine agencies or tribunals may require consular notarization, apostille, or other authentication depending on the document and proceeding.

Can a foreigner file against a Philippine online seller?

Yes, if the transaction involved a Philippine online seller, Philippine marketplace, Philippine delivery, Philippine payment account, or an online merchant availing of the Philippine market. The Internet Transactions Act applies where the e-commerce actor avails of the Philippine market and has minimum contacts in the Philippines. (Supreme Court E-Library)

Foreigners should keep clear proof of identity, payment, exchange rate if relevant, delivery address, and communication with the seller. If payment was made from abroad, also keep remittance or card records.

What if the seller is abroad but targets Philippine buyers?

DTI may still receive or refer the complaint depending on the facts, but enforcement can be more difficult if the seller has no Philippine address, agent, platform presence, or assets. If payment passed through a platform, bank, e-wallet, or card network, those channels may be more practical. If there is fraud, law enforcement reporting may also be necessary.

Frequently Asked Questions

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

Yes. You may file a DTI consumer complaint if the transaction involved the sale of a consumer product or service and you have proof of payment, messages, listing, and seller details. But if the seller blocked you and appears to be using a fake identity, also consider filing with PNP or NBI because identifying and investigating the person may require law enforcement.

Where do I email a DTI complaint against an online seller?

For consumer complaints, DTI lists consumercare@dti.gov.ph as an email filing channel. For online seller complaints, DTI’s e-commerce FAQ also refers complaints to fteb@dti.gov.ph, with copy furnished to eco@dti.gov.ph. (Fair Trade Enforcement Bureau)

Do I need an official receipt to file a DTI complaint?

An official receipt helps, but it is not always available in online scams. DTI’s complaint form recognizes different types of proof, such as official receipts, warranty cards, deposit slips, contracts, delivery receipts, sales invoices, and other proof of transaction. If you do not have an official receipt, submit payment confirmations, chat messages, order pages, delivery records, and other evidence showing the transaction. (Fair Trade Enforcement Bureau)

Can I complain to DTI if the seller is only on Facebook or Instagram?

Yes, DTI may accommodate complaints involving online sellers even outside major platforms. DTI’s e-commerce FAQ specifically says FTEB accommodates complaints even if the merchant or seller is not on Lazada, Shopee, or Zalora. (ecommerce.dti.gov.ph)

Should I file with DTI or NBI first?

It depends on your goal and the facts. File with DTI if you want consumer remedies such as refund, replacement, repair, or administrative action. File with NBI or PNP if the seller used fake identity, phishing, hacking, coordinated fraud, or disappeared after payment. In many online seller scam cases, doing both is sensible because DTI and law enforcement handle different parts of the problem.

How long does DTI mediation take?

Under DTI DAO 20-02, mediation is generally completed within seven working days from service of the Notice of Mediation, with a possible extension of up to ten working days by agreement of the parties. Delays can happen if the seller cannot be served, ignores notices, or the documents are incomplete.

Can DTI force the seller to refund me?

If the case is resolved in mediation, the seller may agree to refund, replace, repair, or otherwise settle. If mediation fails and the case proceeds to adjudication, the adjudication officer may order remedies such as repair, replacement, refund, and administrative penalties or sanctions after the required process. (Fair Trade Enforcement Bureau)

Is there a DTI filing fee?

DTI-FTEB’s FAQ states that there is no filing fee. However, you may still spend on practical costs such as printing, scanning, notarization, courier, transportation, or document authentication if you are abroad. (Fair Trade Enforcement Bureau)

Do I need a lawyer to file a DTI complaint?

No. DTI-FTEB’s FAQ states that a lawyer is not mandatory in adjudication. Many consumer complaints are handled by ordinary buyers themselves. A lawyer may still be useful if the amount is large, the seller has filed a counterclaim, the facts involve possible criminal liability, or you are preparing court action. (Fair Trade Enforcement Bureau)

What if the seller has no DTI business name registration?

You may still report the transaction, but DTI may face practical limits if the seller cannot be identified or served. If there is no registered business name and the seller appears to be using fake identities, DTI-related guidance has recognized that such matters may be referred to PNP or NBI cybercrime offices. (Philippine Information Agency)

Key Takeaways

A DTI complaint is appropriate when an online seller scam involves a consumer product or service and you want remedies such as refund, replacement, repair, delivery, cancellation, or administrative action.
Preserve evidence immediately: listing, chats, screenshots, proof of payment, seller details, delivery records, platform tickets, and refund requests.
Use the platform’s refund or dispute system when the purchase happened through a marketplace, and keep the ticket number.
File through DTI Consumer CARe, consumercare@dti.gov.ph, fteb@dti.gov.ph, or the proper DTI regional or provincial office, depending on your location and transaction.
DTI mediation is mandatory before formal adjudication, and a Certificate to File Action is needed if mediation fails and you want to proceed formally.
If the seller blocked you, used a fake identity, or appears to be running a fraud scheme, also report the matter to PNP or NBI because the case may involve estafa and cybercrime.
DTI has no filing fee, and a lawyer is not mandatory, but complete documents and clear evidence make a major difference.
Consumer complaints should be filed promptly; Consumer Act complaints are generally subject to a two-year filing period, but online evidence can disappear much sooner.