Quick answer

Report the fake online shop through the DTI Consumer CARe System or send a completed complaint form or complaint letter, supporting evidence, and a copy of your valid government-issued ID to consumercare@dti.gov.ph. If you are in Metro Manila, you may also file personally with the DTI Fair Trade Enforcement Bureau (FTEB). Consumers outside Metro Manila may approach the appropriate DTI regional or provincial office.

Before filing with DTI, use the shop’s or platform’s internal dispute process. Under the Internet Transactions Act, that process is considered exhausted if the complaint remains unresolved for seven calendar days. Do not wait seven days, however, before notifying your bank or e-wallet provider about a potentially fraudulent payment.

DTI handles consumer protection and regulatory issues, such as deceptive selling, non-delivery, misrepresentation, counterfeit or nonconforming goods, and refusal to provide an available consumer remedy. If the “shop” appears to have been created to steal money or identities, also report the incident to the NBI or another appropriate law-enforcement agency. A DTI complaint is not a substitute for a criminal complaint.

Act immediately if money or account access is at risk

If you already paid the seller:

Contact the bank, card issuer, e-wallet, or payment service using its official app, website, or hotline.
Ask whether the transfer can be recalled, disputed, frozen, or traced.
Secure the reference number for your fraud report.
Change compromised passwords and sign out other devices.
If you disclosed a card number, PIN, password, CVV, OTP, recovery code, or banking credentials, request immediate account protection.
Preserve all evidence before the seller deletes the page, changes its username, or blocks you.

Reporting quickly does not guarantee recovery. Completed real-time transfers can be difficult to reverse, but delay may reduce the available options.

If the financial institution does not satisfactorily address your complaint, follow the Bangko Sentral ng Pilipinas Consumer Assistance Mechanism. BSP generally expects the customer to raise the concern with the bank or other BSP-supervised financial institution first.

Confirm what you are reporting

A shop may warrant a report when, for example, it:

accepts payment but does not deliver;
sends a different, counterfeit, defective, or materially misrepresented item;
uses another business’s name, logo, address, registration, or photographs without authority;
advertises products it apparently does not possess;
provides false contact or business information;
repeatedly demands additional payment through invented fees;
refuses to honor a promised or legally available refund, replacement, or repair;
disappears, blocks the buyer, or deletes its account after payment; or
uses fake receipts, delivery records, reviews, permits, or identification.

A late delivery, poor customer service, or an unresolved disagreement does not automatically prove fraud. Describe the observable facts and attach the records. Avoid publicly declaring that a named person committed a crime unless that conclusion has been lawfully established.

Report the shop to the platform first

Use the marketplace, social-media site, or website’s official complaint or dispute function. Select the most accurate category, such as fraud, impersonation, non-delivery, counterfeit goods, prohibited products, or misleading listing.

Ask for:

cancellation, refund, replacement, or another specific remedy;
preservation of the seller’s account and transaction records;
removal or restriction of the fraudulent listing or account; and
a case or ticket number.

Take screenshots of the report and the platform’s response. Do not move the conversation outside the platform merely because the seller requests it.

This step matters legally. Section 24 of the Internet Transactions Act of 2023 generally requires an aggrieved party to use the platform’s, marketplace’s, or e-retailer’s internal redress mechanism before filing with a government agency or court. The mechanism is deemed exhausted when the complaint remains unresolved for seven calendar days.

If the platform has no usable complaint mechanism, the seller has vanished, or urgent harm is continuing, document that fact and promptly seek assistance. Do not interpret the seven-day rule as a reason to delay a bank fraud report, account-security measures, evidence preservation, or a law-enforcement report.

Gather evidence before filing with DTI

Save original files where possible, not only cropped screenshots. Collect:

the shop’s name, usernames, profile links, page URLs, website address, and QR codes;
the seller’s displayed legal name, business name, physical address, telephone number, and email address;
the complete product listing, including price, description, photographs, condition, promised delivery date, warranty, and refund terms;
order confirmation, invoice, electronic receipt, checkout record, and order number;
chat, email, SMS, or call records showing the offer, agreement, payment instructions, promises, excuses, and refusal to resolve the matter;
proof of payment, including the date, amount, transaction reference, recipient name, account number or masked account details, and payment channel;
courier records, tracking information, delivery photographs, parcel label, and unboxing video, if relevant;
photographs or video showing the item received and how it differs from the listing;
your report to the platform and its acknowledgment, decision, or lack of resolution after seven days;
your report to the bank or e-wallet and its reference number;
proof that the shop used another business’s identity, if applicable; and
a chronological list of events.

Retain the actual item, packaging, waybill, accessories, manuals, and shipping materials. Do not alter or repair a disputed product unless necessary for safety. Redact unnecessary account balances, unrelated transactions, passwords, OTPs, and other sensitive data from copies, but retain the unredacted originals securely.

Prepare the DTI complaint

You may use the official DTI Initial Complaint Form or write a complaint letter.

Include:

Your information: complete name, postal address, email address, and contact number.
Respondent’s information: the seller’s name or shop name, address, email, telephone number, platform username, and URLs, to the extent known.
A factual narrative: state what was advertised, when and how you ordered, how much you paid, what happened afterward, and what attempts you made to resolve the problem.
Your demand: identify the exact relief requested, such as cancellation and full refund, replacement with the item ordered, repair, or another appropriate remedy.
Supporting documents: attach organized and readable copies of the transaction records and other evidence.
Identification: attach a copy of a valid government-issued ID, as required by DTI’s current filing guidance.

If the seller’s true identity or address is unknown, do not invent it. State that it is unknown and provide every identifier you possess, including the payment-recipient name, account details, telephone numbers, usernames, URLs, and delivery information.

A concise chronology is usually more useful than a long emotional narrative. Number the attachments—for example, “Annex A: listing,” “Annex B: payment confirmation,” and “Annex C: platform complaint”—and refer to them in the letter.

Submit the complaint through an official DTI channel

Online portal

File through the DTI Consumer CARe System. Complete the required registration and complaint fields, upload clear copies of the documents, and retain the acknowledgment and reference number.

Email

Send the accomplished form or complaint letter and attachments to:

consumercare@dti.gov.ph

Use a clear subject line, such as:

Consumer complaint – [shop name] – non-delivery/refund request

Large files may exceed email limits. If necessary, divide them into clearly labeled messages and identify each part using the same subject and transaction details.

In person or through the appropriate DTI office

For Metro Manila complaints, DTI’s current official guidance identifies:

The Director Fair Trade Enforcement Bureau 5th Floor, Trade and Industry Building 361 Sen. Gil J. Puyat Avenue Makati City 1200, Philippines

Consumers elsewhere may coordinate with their DTI regional or provincial office. Current office information is available through the DTI contact page.

DTI-FTEB lists the following contact details for inquiries:

Telephone: (02) 7215-1165
Mobile: 0917-137-3796
Email: fteb@dti.gov.ph
Office hours: Monday to Friday, 8:00 a.m. to 5:00 p.m., except holidays

Contact details can change, so confirm them on the official DTI website before relying on them.

What happens after filing

DTI first evaluates whether the complaint falls within its jurisdiction and whether the submission contains enough information to act on. Under DTI’s “no wrong door” approach, a matter outside its authority may be referred or endorsed to the proper office, subject to applicable law.

For consumer complaints covered by DTI rules, mediation is ordinarily required. A mediation officer helps the parties try to reach a voluntary settlement. The officer does not simply assume that the seller is guilty because a complaint was filed.

If mediation succeeds, the agreement should clearly state:

the amount to be refunded or the item to be replaced or repaired;
who will pay return-shipping or related costs;
the payment or delivery method;
the deadline for performance; and
what happens if a party does not comply.

If mediation fails, DTI may issue a Certificate to File Action. A consumer who wishes to proceed to formal adjudication must comply with additional requirements. DTI’s published guidance identifies a verified, dated, and signed formal complaint, supporting evidence, requested relief, a certificate of non-forum shopping, and the Certificate to File Action among those requirements. In adjudication, the parties may be directed to submit position papers within 10 working days from receipt of the relevant notice or order.

A lawyer is not ordinarily mandatory in DTI adjudication, but legal assistance can be valuable when the identity of the respondent is disputed, the amount is substantial, several victims are involved, or court or criminal proceedings are contemplated.

DTI may determine available consumer remedies and impose appropriate administrative measures within its authority. Filing a complaint does not guarantee a refund, takedown, finding of liability, or identification of an anonymous operator.

Why DTI may act against an online merchant

The Consumer Act of the Philippines prohibits deceptive sales acts or practices connected with consumer transactions, whether committed before, during, or after the transaction. It also provides consumer remedies and administrative enforcement mechanisms.

The Internet Transactions Act applies to covered business-to-consumer internet transactions where a party is in the Philippines or the online business targets the Philippine market and has the required minimum contacts. Among other duties, covered online merchants must accurately describe and deliver goods as represented, issue paper or electronic invoices or receipts, and provide required identifying and contact information. Marketplaces and other digital platforms must provide mechanisms for reporting unlawful users or content.

The online merchant remains primarily liable for claims arising from its transaction. A platform’s possible liability is not automatic; it depends on the statutory conditions and the evidence, including whether it failed to exercise the required diligence or failed to act after proper notice in circumstances covered by the law.

The Internet Transactions Act expressly excludes ordinary consumer-to-consumer transactions from its coverage. A person who occasionally sells a personal item is not necessarily an “online merchant.” However, labeling an account “personal” does not conclusively settle the issue if the evidence shows that the person regularly sells in the ordinary course of business. Other civil or criminal laws may also apply even when the Internet Transactions Act does not.

Report suspected criminal fraud separately

DTI consumer proceedings and criminal investigation serve different purposes. If the shop appears fictitious, used stolen identities, deliberately obtained payment through deception, accessed your accounts, or is continuing to victimize people, consider filing a separate complaint with law enforcement.

The National Bureau of Investigation provides an official NBI online complaint page and information on investigative assistance for victims of computer crimes. The NBI also lists its Cybercrime Division through its official Divisions and Services directory.

Bring or upload:

a valid ID;
your written chronology;
proof of payment;
the seller’s account and contact details;
complete communications;
platform and financial-institution reports; and
original electronic files or devices when requested.

Do not threaten the suspected seller, attempt to hack the account, arrange a personal confrontation, or impersonate another buyer. Coordinate any proposed meet-up or entrapment only with authorized law-enforcement personnel.

Special cases that may require another agency

DTI’s jurisdiction is not exclusive over every online transaction. Depending on the product, service, or harm involved:

Bank or e-wallet issue: complain first to the financial institution, then use the BSP Consumer Assistance Mechanism if unresolved.
Food, drugs, cosmetics, health products, or medical devices: regulatory issues may fall under the Food and Drug Administration or Department of Health.
Agricultural products within a specialized regulatory mandate: the Department of Agriculture may be the proper regulator.
Unauthorized use or disclosure of personal data: consider the National Privacy Commission.
Counterfeit branded goods: notify the brand owner and platform; intellectual-property enforcement may involve additional agencies.
Threats, extortion, identity theft, account takeover, or deliberate payment fraud: seek law-enforcement assistance promptly.

You may have to report the same incident to more than one body because consumer redress, financial dispute handling, platform enforcement, product regulation, and criminal investigation are separate processes.

Deadlines and timing

Do not postpone filing while waiting for the seller to make repeated promises.

Claims arising under the Consumer Act generally prescribe within two years from the consummation of the transaction or commission of the deceptive, unfair, or unconscionable act. For a hidden defect, the period runs from discovery. A different claim under another law may have a different period, and the effect of negotiations or prior filings can depend on the facts.

The seven-calendar-day internal-redress period under the Internet Transactions Act is not a general extension of prescription and does not prevent immediate protective action. File as soon as reasonably possible while records, accounts, and payment trails remain available.

If DTI issues an adjudicative order, observe the deadline stated in the order. The Consumer Act provides that a non-interlocutory order of a consumer arbitration officer becomes final and executory unless appealed to the department secretary within 15 days from receipt. Obtain legal advice promptly if you are considering an appeal or court review.

Common mistakes to avoid

Waiting weeks for a seller who keeps promising a refund “tomorrow.”
Reporting only to DTI when immediate bank or e-wallet action is also needed.
Filing with no proof of payment or transaction.
Submitting cropped screenshots that omit the username, URL, date, or context.
Deleting chats, blocking the seller too early, or discarding packaging and waybills.
Describing every disappointing transaction as criminal fraud without stating the underlying facts.
Failing to use or document the platform’s internal dispute process.
Asking only that the shop be “reported” without stating the remedy you want.
Posting full account numbers, IDs, addresses, or other sensitive information publicly.
Assuming that a DTI business-name registration proves that the shop is legitimate. Registration of a name is not a guarantee of honesty, product quality, or regulatory compliance.
Assuming DTI can automatically recover money from an anonymous or insolvent operator.
Missing a deadline in a DTI notice, platform dispute, chargeback, or other proceeding.

When legal help is urgent

Seek help from a Philippine lawyer, the Public Attorney’s Office if you may qualify, or the appropriate law-enforcement agency promptly when:

the loss is substantial or involves several victims;
the seller knows your home or workplace and has made threats;
your identity, bank account, SIM, email, or social-media account has been compromised;
the transaction involves unsafe products, regulated goods, or physical injury;
DTI mediation failed and you are considering formal adjudication or court action;
you received a subpoena, formal pleading, adverse order, or appealable decision;
the respondent is abroad or uses several businesses and payment accounts;
the case may involve a coordinated or syndicated operation; or
a prescriptive or procedural deadline is approaching.

Frequently asked questions

Can I complain to DTI if I do not know the seller’s real name?

Yes, you may submit the information you possess, but an unknown respondent can make notice, mediation, adjudication, and recovery difficult. Include every username, URL, telephone number, email address, payment-recipient name, account identifier, courier record, and platform case number. Also consider a law-enforcement report because investigators may have lawful means to seek subscriber or transaction information.

Must I wait seven days before contacting DTI?

For transactions covered by the Internet Transactions Act, the buyer generally must first use the platform’s, marketplace’s, or e-retailer’s internal redress process; it is deemed exhausted if unresolved after seven calendar days. Document when you filed. Immediate reports to your financial institution, evidence-preservation steps, and urgent law-enforcement assistance should not be delayed.

Can DTI order a refund?

DTI consumer proceedings may result in remedies such as repair, replacement, refund, restitution, or rescission when supported by the applicable law and facts. The remedy is not automatic, and actual recovery may depend on identifying the respondent and enforcing the settlement or order.

Can DTI take down the fake shop?

The Internet Transactions Act gives DTI takedown-related enforcement powers in specified circumstances and subject to statutory procedures. A complaint may provide relevant evidence, but filing does not automatically remove an account or listing. Report the account directly to the platform as well.

Is a screenshot enough?

A screenshot is useful but may not be sufficient by itself. Preserve full-page captures, URLs, original messages, payment records, invoices, delivery records, and the disputed product and packaging. Evidence showing the complete sequence of events is stronger than an isolated image.

Can I report even if I paid cash on delivery?

Yes. Keep the parcel, waybill, receipt, unboxing evidence, listing, and communications. State what was represented, what was delivered, how much you paid, and the remedy requested.

What if the seller is based abroad?

The Internet Transactions Act can apply when an online business targets the Philippine market and has the legally required minimum contacts, even without a Philippine physical presence. Practical recovery and enforcement may nevertheless be more difficult. File with DTI, use the platform’s dispute mechanism, and promptly contact the payment provider.

What if the transaction was between two private individuals?

The Internet Transactions Act excludes consumer-to-consumer transactions that are not made in the ordinary course of business. The facts—not merely the account label—determine whether someone is acting as an online merchant. Civil or criminal remedies may still be available, so obtain advice if the classification is uncertain.

Is there a filing deadline?

Consumer Act claims generally prescribe after two years, counted from the transaction or the deceptive, unfair, or unconscionable act, or from discovery of a hidden defect. Other legal claims may follow different rules. Filing promptly is safest.

This article provides general legal information, not legal advice or a prediction of any case’s outcome. Jurisdiction, available remedies, and procedure depend on the transaction, evidence, parties, and governing rules. Official sources and filing channels were checked as of 3 September 2026.