If you paid for an item that never arrived, received a fake or different product, or were tricked into paying “delivery,” “insurance,” or “customs” fees by an online seller, you may have a consumer complaint, a possible cybercrime, or both. In the Philippines, the Department of Trade and Industry (DTI) can help with complaints against online sellers, e-retailers, and platforms involving deceptive sales practices, non-delivery, defective goods, refund refusal, and similar consumer problems. The key is to act quickly, preserve evidence, and file your complaint in the right forum.
What counts as a delivery scam in the Philippines?
A delivery scam usually involves a seller, shop, courier impersonator, or fake online business using delivery as the excuse to get money from you or avoid giving what you paid for.
Common examples include:
- You paid in advance, but the seller never shipped the item.
- The tracking number is fake, recycled, or belongs to another parcel.
- The seller keeps asking for extra “delivery,” “customs,” “insurance,” or “release” fees.
- You received a brick, empty box, wrong item, counterfeit item, or much cheaper substitute.
- The seller says “no refund” even though the product is defective, misdescribed, or not delivered.
- A fake courier account messages you to pay through GCash, Maya, bank transfer, or crypto before delivery.
- The seller blocks you after payment or deletes the online shop.
- A marketplace seller refuses to cooperate after the platform complaint period expires.
Not every failed delivery is automatically a scam. Sometimes the issue is logistics delay, address error, courier mishandling, or stock unavailability. But if the seller used false claims, concealed important facts, refused refund without basis, or induced you to pay through deception, the matter becomes more serious.
When DTI is the right agency to approach
DTI is generally the correct agency when the issue involves a consumer transaction — meaning you bought goods or services for personal, family, household, or similar use, and the complaint is against a business, online seller, e-retailer, or platform.
DTI commonly handles complaints involving:
| Situation | Is DTI relevant? | Practical note |
|---|---|---|
| Online seller failed to deliver paid item | Yes | Stronger if you have order details, payment proof, and seller identity |
| Wrong, defective, counterfeit, or misdescribed item delivered | Yes | Ask for refund, replacement, or other remedy |
| Seller refuses refund because of “no return, no exchange” | Yes | Blanket refusal may violate consumer protection rules |
| Marketplace seller ignored platform complaint | Yes | Save the platform ticket and chat history |
| Fake courier asked for extra fees through SMS or messaging app | Sometimes | DTI may help if tied to a seller or online business; also report to cybercrime authorities |
| Bank, e-wallet, or unauthorized transfer issue | Not primarily DTI | Report first to the bank/e-wallet, then BSP if unresolved |
| Pure investment, job, crypto, romance, or phishing scam | Usually not DTI | Report to NBI/PNP cybercrime and possibly BSP/SEC depending on facts |
| Private one-time sale by an individual, not acting as a business | Maybe limited | DTI may have difficulty if there is no business or seller identity |
DTI’s own e-commerce FAQ says complaints against online sellers may be sent to the DTI Fair Trade Enforcement Bureau at fteb@dti.gov.ph, with eco@dti.gov.ph copied for online seller concerns. DTI also provides the Consumer CARe online complaint system and its FTEB page explains how to file a consumer complaint.
Legal basis for a DTI complaint against delivery scams
Several Philippine laws protect consumers against deceptive online selling and non-delivery.
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 delivery scams, the most relevant ideas are:
- A seller should not misrepresent the quality, characteristics, availability, or delivery of goods.
- A seller should not induce a consumer to buy through concealment, false representation, or fraudulent manipulation.
- A consumer may seek practical remedies such as refund, replacement, repair, or other appropriate relief depending on the facts.
- DTI has authority to mediate and adjudicate consumer complaints under the Consumer Act and related DTI rules.
A simple way to think about it: if the seller advertised one thing, took your money, and delivered nothing or something materially different, your complaint is not just about “bad service.” It may involve deceptive sales conduct.
Republic Act No. 11967, or the Internet Transactions Act of 2023
Online delivery scams are also covered by Republic Act No. 11967, the Internet Transactions Act of 2023. This law created stronger rules for online merchants, e-retailers, e-marketplaces, and digital platforms.
Important rules under RA 11967 include:
- Online consumers must exercise ordinary diligence in internet transactions.
- Online consumers have remedies for defect, malfunction, loss without their fault, failure to conform with warranty, or merchant liability.
- Online merchants must ensure that goods are received in the same condition, type, quantity, and quality as described.
- E-retailers must publish business name, address, and contact details.
- Online merchants must issue paper or electronic invoices or receipts for sales.
- E-retailers must have an accessible and efficient complaint redress mechanism.
- Before filing with a court or government agency, an aggrieved party should use the platform, marketplace, or e-retailer’s internal redress mechanism; this is considered exhausted if unresolved after seven calendar days.
- Online merchants are primarily liable to indemnify online consumers in civil actions or administrative complaints arising from internet transactions.
- E-marketplaces or digital platforms may become subsidiarily or solidarily liable in specific situations, such as failure to exercise ordinary diligence or failure to act on prohibited, unsafe, or illegal goods after notice.
The law also allows consumers to claim damages before the court or DTI within two years from the time the cause of action arose, subject to the Civil Code, Consumer Act, and other laws.
Joint Administrative Order No. 22-01 on online businesses
DTI and other agencies issued Joint Administrative Order No. 22-01 to remind online businesses that consumer protection laws apply online. This is important because some sellers wrongly believe that Facebook, TikTok, Instagram, Shopee, Lazada, or marketplace transactions are informal and outside regulation.
The practical rule is simple: online businesses are not exempt from Philippine consumer laws.
Civil Code remedies
The Civil Code of the Philippines may also apply because a purchase is a contract of sale. Under Article 1170, those who are guilty of fraud, negligence, delay, or contravention of their obligations may be liable for damages. Under Article 1191, the injured party may seek rescission or fulfillment, with damages in proper cases.
For a consumer, this means the seller’s promise to deliver the item is not just a casual chat promise. Once there is a perfected sale and payment or agreement, legal obligations arise.
Electronic evidence is valid
Many delivery scam cases depend on screenshots, chats, order confirmations, email receipts, e-wallet records, and tracking pages. Under Republic Act No. 8792, the Electronic Commerce Act, electronic documents and data messages may have legal effect and may be used as evidence if properly presented. The Supreme Court’s Rules on Electronic Evidence also provide rules for electronic documents in proceedings.
Do not delete chats, screenshots, call logs, payment references, or courier updates.
When the scam may also be estafa or cybercrime
If the seller deceived you from the start, the case may also involve estafa under Article 315 of the Revised Penal Code. Estafa generally involves deceit or abuse of confidence that causes damage.
If the fraud was committed through computer systems, social media, websites, digital platforms, or electronic communications, Republic Act No. 10175, the Cybercrime Prevention Act of 2012, may also be relevant. If bank accounts, e-wallets, or mule accounts were used, Republic Act No. 12010, the Anti-Financial Account Scamming Act, may also matter.
DTI can help with consumer redress, but DTI does not replace the police, NBI, prosecutor, BSP, or courts for criminal and financial fraud matters.
Step-by-step guide: how to file a DTI complaint for a delivery scam
1. Secure your evidence immediately
Before messaging the seller again, save everything. Scammers often delete accounts, unsend messages, change usernames, or block victims.
Prepare copies of:
- Seller profile page, shop name, username, URL, and contact number
- Product listing, advertisement, livestream screenshot, or order page
- Chat history showing the offer, price, payment instructions, delivery promise, and excuses
- Proof of payment, such as GCash, Maya, bank transfer, card, PayPal, remittance, or COD receipt
- Delivery tracking number and courier status page
- Photos or video of the parcel, waybill, packaging, and item received
- Platform complaint ticket, refund request, or seller response
- Your demand for refund or delivery
- Seller’s refusal, blocking, or failure to respond
- Government ID of the seller, if voluntarily provided before the transaction
- Any invoice, electronic receipt, or acknowledgment
For screenshots, capture the full screen where possible, including date, time, username, phone number, and URL. Export chat history if the app allows it. Keep original files, not just compressed images sent through messaging apps.
2. Try the platform or seller’s internal complaint process first
Under RA 11967, online consumers should use the internal redress mechanism of the platform, e-marketplace, or e-retailer before escalating. This is especially important for Shopee, Lazada, TikTok Shop, Zalora, Facebook Marketplace shops, courier apps, and independent e-commerce websites with support channels.
File a complaint within the app or website and save:
- Ticket number
- Date filed
- Summary of your complaint
- Seller’s reply or lack of reply
- Platform decision, if any
If the issue remains unresolved after seven calendar days, the internal mechanism is considered exhausted under RA 11967. This does not mean you should wait to protect your money. If there is clear fraud involving bank or e-wallet transfers, report immediately to your financial institution and appropriate law enforcement while preserving your consumer complaint.
3. Make a clear written demand
A short written demand helps show DTI that you tried to resolve the issue and that the seller had a chance to act.
Your message should state:
- What you ordered
- How much you paid
- Date and mode of payment
- What went wrong
- What remedy you want: refund, replacement, completion of delivery, or cancellation
- Deadline for response, such as 3 to 7 days
Avoid threats, insults, or public accusations that go beyond the evidence. Keep it factual.
Example:
I paid ₱4,500 on 12 June 2026 for one pair of advertised original shoes, Order No. 12345. The item delivered on 17 June 2026 was different from the listing and appears counterfeit. I request a full refund and return instructions within seven calendar days. Attached are the order page, payment proof, parcel photos, and chat history.
4. Choose the correct DTI filing channel
For Metro Manila complaints, DTI-FTEB states that complainants may submit through the DTI Consumer CARe portal, email consumercare@dti.gov.ph, or file in person with the Fair Trade Enforcement Bureau. The official FTEB page also links to the DTI Initial Complaint Form.
For online seller complaints, DTI’s e-commerce FAQ says you may email fteb@dti.gov.ph and copy eco@dti.gov.ph.
For complaints outside Metro Manila, consumers commonly file with the appropriate DTI Regional or Provincial Office. If unsure, the practical approach is to use DTI Consumer CARe or email ConsumerCare/FTEB, then include your address, seller address if known, and platform details so DTI can route the complaint.
5. Fill out the DTI complaint form or complaint letter
Your complaint should be easy for a DTI officer to understand in one reading.
Include:
| Information | What to write |
|---|---|
| Complainant details | Full name, address, mobile number, email |
| Respondent details | Seller/shop/platform name, address if known, phone, email, username, URL |
| Transaction details | Date ordered, product/service, amount, mode of payment, delivery arrangement |
| Facts | Short timeline of what happened |
| Violation | Non-delivery, misrepresentation, defective/wrong item, refund refusal, deceptive act |
| Evidence | List of screenshots, receipts, tracking, photos, ticket numbers |
| Relief requested | Refund, replacement, delivery, cancellation, administrative action, takedown/referral if appropriate |
Use plain language. DTI does not need a long legal pleading at the initial complaint stage. A clear timeline with evidence is usually more useful than emotional narration.
6. Attach supporting documents
For a delivery scam complaint, attach scanned or clear photo copies of:
- Valid government ID
- Proof of payment
- Order confirmation or invoice
- Product listing or advertisement
- Chat logs and seller promises
- Courier tracking and delivery record
- Photos/videos of parcel and item
- Refund request and seller/platform response
- Platform ticket or case reference
- Demand letter or message
If someone else will file or attend for you, prepare an authorization letter or Special Power of Attorney (SPA), plus IDs of both the complainant and representative. If the complainant is abroad, documents signed overseas may need notarization abroad and, when required for formal proceedings, apostille or consular authentication depending on the country where the document is executed.
7. Attend mediation
DTI normally starts with mediation, which is a meeting where DTI helps both sides reach an amicable settlement. The settlement may include:
- Full refund
- Partial refund
- Replacement
- Repair
- Completion of delivery
- Return of item at seller’s cost
- Cancellation of order
- Written commitment from seller or platform
Bring organized evidence. If the seller claims the item was delivered, show tracking inconsistencies, parcel photos, unboxing video if available, and messages. If the seller claims “no refund,” point to the mismatch, defect, non-delivery, or misrepresentation.
Many consumer complaints are resolved at mediation because businesses often prefer settlement over formal adjudication and possible administrative sanctions.
8. If mediation fails, proceed to adjudication
If mediation fails, DTI may issue or require a Certificate to File Action and the consumer may proceed to formal adjudication. DTI-FTEB explains that after mediation, a complaint may be filed with the Adjudication Division by submitting a duly verified, dated, and signed complaint form with the names and addresses of the parties, concise facts, sworn statements or documentary evidence, reliefs prayed for, Certificate of Non-Forum Shopping, and Certificate to File Action under DAO 20-02.
In adjudication, DTI may require position papers. According to DTI-FTEB’s explanation of adjudication, the adjudication officer may determine whether the consumer is entitled to repair, replacement, refund, and may impose appropriate administrative penalties or sanctions when warranted.
Adjudication is more formal than mediation. This is where notarization, verification, sworn statements, and complete evidence become more important.
What to do if money was sent through GCash, Maya, bank transfer, or card
DTI can help with the seller side of the consumer transaction, but payment recovery often requires immediate action with the financial institution.
Do these as soon as possible:
- Report the transaction through the bank or e-wallet’s official fraud channel.
- Request that the receiving account be flagged, investigated, or frozen if allowed by their rules and applicable law.
- Save the ticket number and written response.
- If unresolved, escalate to the Bangko Sentral ng Pilipinas through its Consumer Assistance Channels.
- If there is clear fraud, file a report with cybercrime authorities.
For scams using financial accounts or mule accounts, RA 12010 may be relevant. Speed matters because transferred funds may be withdrawn or moved within minutes.
When to report to NBI, PNP, DOJ, or other agencies
File with DTI for consumer remedies. Report to law enforcement when there is fraud, identity theft, fake courier pages, phishing, hacking, mule accounts, or repeated scamming.
Useful agencies include:
| Agency | When relevant |
|---|---|
| DTI | Non-delivery, wrong item, defective goods, refund refusal, deceptive online selling |
| NBI Cybercrime Division | Online fraud, fake seller networks, identity theft, phishing, cyber-enabled estafa |
| PNP Anti-Cybercrime Group | Cybercrime reports, online scam evidence preservation, investigation |
| DOJ Office of Cybercrime | Cybercrime policy/reporting guidance through the DOJ cybercrime reporting page |
| BSP | Bank/e-wallet complaint unresolved after reporting to the financial institution |
| SEC | Investment scams, fake lending/investment schemes, unauthorized securities solicitation |
| NPC | Data privacy issues, misuse of personal data, identity documents leaked or abused |
| NTC | Scam texts, SIM-related complaints, telecom issues |
| DICT-Postal Regulation Division | Certain postal/courier regulatory concerns |
A DTI complaint and a criminal complaint can move separately. A refund settlement does not automatically erase criminal liability if a public offense was committed, although settlement may affect practical handling, evidence, and the complainant’s participation.
Practical timeline: what to expect
Timelines vary depending on completeness of evidence, seller cooperation, DTI workload, whether the seller can be identified, and whether the matter stays in mediation or moves to adjudication.
| Stage | Typical practical timing |
|---|---|
| Evidence preparation | Same day to 3 days |
| Platform/internal complaint | Up to 7 calendar days before considered unresolved under RA 11967 |
| DTI initial filing and routing | A few days to several weeks depending on office and completeness |
| Mediation notice and conference | Often several weeks, but can vary |
| Settlement compliance | Usually based on agreed date |
| Adjudication after failed mediation | Longer and more formal; may require verified complaint, position papers, and orders |
| Bank/e-wallet fraud handling | Must be reported immediately; timing depends on provider investigation |
| Criminal investigation | Often longer; depends on traceability, subpoenas, and cooperation of platforms/payment providers |
The biggest bottlenecks are usually incomplete seller identity, poor screenshots, deleted chats, wrong agency filing, and late reporting to the bank or e-wallet.
Common mistakes that weaken DTI complaints
Waiting too long before saving evidence
A seller can delete a post, change usernames, deactivate a page, or unsend messages. Save everything before confronting the seller aggressively.
Filing with DTI without proof of payment
DTI needs to see that a transaction happened. Payment proof is often the strongest document in the file.
Not identifying the respondent clearly
“Facebook seller” is not enough if you can provide more. Include page name, profile URL, phone number, bank/e-wallet name, account number or masked number, courier waybill, and any address shown on the parcel.
Throwing away the parcel packaging
The waybill may show sender details, logistics route, weight, tracking number, and declared item. Keep the pouch, box, label, and item.
Relying only on an unboxing video
An unboxing video helps, but it is not the only evidence. DTI will still look for order details, listing, payment proof, seller representations, and complaint history.
Missing the platform complaint window
Marketplaces often have strict windows for return/refund requests. File inside the app immediately, even if you also plan to complain to DTI.
Publicly posting accusations without complete facts
Posting warnings may feel satisfying, but careless accusations can create separate issues. Keep your official complaint factual and evidence-based.
Thinking DTI can jail the scammer
DTI handles consumer protection and administrative remedies. Criminal liability for estafa or cybercrime is handled through law enforcement, prosecutors, and courts.
Special situations
The seller is on Shopee, Lazada, TikTok Shop, or another platform
Use the in-app dispute system first and save the case number. If unresolved after seven calendar days or if the platform decision is unreasonable, include the platform record in your DTI complaint. Under RA 11967, platforms have obligations, and in certain situations may be liable if they fail to exercise ordinary diligence or fail to act after notice.
The seller is on Facebook, Instagram, Viber, or Telegram
DTI may still receive complaints involving online sellers even if they are not on a formal e-commerce marketplace. The challenge is identifying the seller. Save the profile URL, username, phone number, payment account, group/page name, admin names, and any public business details.
The seller is abroad
DTI’s practical power is stronger when the seller, e-retailer, platform, or business has Philippine presence. If the seller is foreign but the platform operates in or targets Philippine consumers, include the platform in the facts. For cross-border fraud, also report to the payment provider and cybercrime authorities.
The buyer is a foreigner in the Philippines
Foreigners who bought goods or services in the Philippines as consumers may file complaints like Filipino consumers. Use your passport, ACR I-Card if applicable, local address, email, and phone number. If you leave the Philippines, appointing a local representative through a proper authorization or SPA may help with conferences and document submission.
The Filipino buyer is abroad
OFWs and Filipinos abroad often buy items for family in the Philippines. The complainant should clearly explain who paid, who was supposed to receive the item, and who has possession of the parcel. If a family member will attend DTI proceedings, prepare written authority and IDs. For formal verified documents executed abroad, apostille or consular authentication may be required depending on where the document is signed.
The courier delivered the parcel but the item was wrong
Identify whether the issue is seller fraud or courier mishandling. If the outer pouch and waybill are intact but the contents are wrong, the seller or platform may be the main respondent. If there are signs of tampering, wrong delivery, or courier misconduct, include the courier details and file with the courier’s complaint system as well.
The scammer used a fake DTI, BOC, or courier document
Save the fake document and report it. Scammers commonly use fake “customs release,” “insurance,” “DTI permit,” or “delivery clearance” papers to pressure buyers. Government agencies do not normally ask ordinary online shoppers to pay random release fees to personal e-wallet accounts.
Sample DTI complaint narrative
Use a short, chronological statement like this:
On 10 June 2026, I ordered one brand-new mobile phone advertised by ABC Online Shop on Facebook for ₱12,000. The seller represented that the item was original, sealed, and available for delivery within three days. On the same day, I paid ₱12,000 through GCash to the account provided by the seller. The seller confirmed receipt and sent a tracking number.
On 13 June 2026, the tracking number could not be verified. The seller then asked me to pay an additional ₱2,500 as “delivery insurance” to release the item. I refused and requested either valid delivery proof or a refund. The seller stopped replying and later blocked me.
I am requesting assistance for a full refund of ₱12,000 and appropriate action against the seller for deceptive online selling and non-delivery. Attached are screenshots of the listing, chat messages, GCash payment receipt, invalid tracking result, refund demand, and proof that the seller blocked me.
Documents checklist for a strong DTI complaint
| Document | Why it matters |
|---|---|
| Valid ID | Confirms complainant identity |
| Order confirmation/listing | Shows what was promised |
| Chat history | Shows representations, payment instructions, delivery promises, excuses |
| Payment proof | Shows amount, date, receiving account |
| Courier tracking/waybill | Connects the delivery issue to the transaction |
| Photos/videos of parcel and item | Shows wrong, fake, damaged, or missing item |
| Platform ticket | Shows internal redress was used |
| Refund demand | Shows seller was given chance to resolve |
| Seller profile/URL | Helps identify respondent |
| Authorization/SPA | Needed if representative will act for complainant |
Frequently Asked Questions
Can I file a DTI complaint if the seller blocked me?
Yes. Being blocked after payment is important evidence. Take screenshots showing the account, previous chats, payment details, and the fact that you can no longer contact the seller. DTI may still need enough information to identify or notify the respondent.
Do I need a lawyer to file a DTI complaint?
For the initial complaint and mediation, most consumers file on their own. The process is designed to be accessible. If the case proceeds to formal adjudication, involves a large amount, foreign documents, a company respondent, or possible criminal charges, the documents and strategy become more technical.
Is there a filing fee for a DTI consumer complaint?
Initial consumer complaints with DTI are generally filed without the kind of filing fees required in court. Costs may arise from printing, notarization, courier, representation, or preparing formal documents if the matter proceeds to adjudication.
How long should I wait before filing with DTI?
Use the seller or platform complaint process immediately. Under RA 11967, the internal redress mechanism is considered exhausted if unresolved after seven calendar days. For clear fraud, do not wait to report to your bank, e-wallet, or cybercrime authorities.
Can DTI force a seller to refund me?
DTI can mediate settlements and, in adjudication, determine whether a consumer is entitled to remedies such as repair, replacement, or refund and impose administrative sanctions when warranted. Actual recovery depends on the evidence, the respondent’s identity, DTI proceedings, and enforceability.
What if the seller says “no refund, no return”?
A blanket “no refund” or “no return, no exchange” policy does not defeat consumer rights when the item is defective, misdescribed, fake, unsafe, or not delivered. The seller’s policy cannot override the Consumer Act and other applicable laws.
Can I complain even if I bought from a Facebook seller?
Yes, if the seller is acting as an online business or merchant. The practical issue is identification. Save the profile link, page name, phone number, payment account, delivery details, and screenshots. DTI’s e-commerce FAQ says complaints may be filed even if the merchant is not on a major e-commerce platform.
Should I file with DTI or NBI?
File with DTI if you want consumer remedies against a seller, e-retailer, or platform. File with NBI or PNP cybercrime if there is fraud, fake identity, phishing, mule accounts, or a pattern of scamming. In many delivery scam cases, both tracks may be appropriate.
Can I still file if I am an OFW or outside the Philippines?
Yes, but you should organize documents carefully and appoint a trusted representative in the Philippines if attendance or follow-up is needed. Formal documents signed abroad may require notarization and, when required, apostille or consular authentication.
What if the amount is small?
Small amounts are still valid consumer complaints. DTI mediation can be practical because it is less expensive than court. For purely monetary recovery that remains unresolved, small claims court may be another option if the claim falls within the current Supreme Court rules and you have enough evidence to identify the defendant.
Key Takeaways
- DTI handles consumer complaints involving non-delivery, wrong items, defective goods, refund refusal, and deceptive online selling.
- Use the seller or platform complaint system first; under RA 11967, it is considered exhausted if unresolved after seven calendar days.
- Preserve evidence immediately: listings, chats, payment proof, tracking, waybill, parcel photos, and platform tickets.
- File through DTI Consumer CARe, ConsumerCare/FTEB email, or the appropriate DTI regional or provincial office.
- Mediation is the first practical stage; adjudication becomes more formal if settlement fails.
- DTI can help with consumer remedies, but estafa, cybercrime, phishing, and financial account scams should also be reported to the proper law enforcement or financial regulator.
- Fast reporting matters most when money was sent through banks, e-wallets, cards, or remittance channels.