Quick answer

If you were scammed while shopping online or through social media in the Philippines, act immediately:

Contact your bank, card issuer, or e-wallet provider and ask it to secure your account, investigate the transaction, and attempt to hold or recover the funds.
Report the seller, account, listing, and transaction inside the shopping or social media platform.
Preserve all evidence before the account, listing, or messages disappear.
For a business-to-consumer purchase, demand the appropriate refund or other remedy through the merchant’s or platform’s internal complaint system.
Report suspected fraud to the PNP Anti-Cybercrime Group or the NBI Cyber Crime Division.
File a consumer complaint with the Department of Trade and Industry when the dispute is within DTI jurisdiction.

Do not wait for one office to finish before securing your financial accounts and preserving evidence. Reporting does not guarantee that money will be recovered, but fast action may improve the chance that funds can be traced or held.

First: stop further loss

Contact the payment provider immediately

Use only the bank’s, card issuer’s, or e-wallet provider’s official app, website, hotline, or branch. Tell it that the payment is connected with a suspected scam and provide:

The amount, date, and exact time of the transaction
Transaction or reference number
Sender and recipient account names and numbers
The seller’s mobile number, username, QR code, or payment link
Screenshots of the listing and conversation
A short explanation of how the scam occurred
Any police, NBI, platform, or DTI reference number already available

Ask the provider to:

Secure or temporarily restrict your account if credentials may be compromised
Disable affected cards or digital access
Investigate the transaction
Coordinate with the receiving institution
Preserve transaction and account records
Attempt a chargeback, payment reversal, recall, or hold, if available
Give you a complaint reference number and written instructions for any required documents

A transfer that you personally authorized after being deceived may be treated differently from an unauthorized transaction. Do not assume that a refund is automatic. The facts, payment method, provider rules, and available evidence will matter.

Under the Anti-Financial Account Scamming Act, BSP-supervised institutions may temporarily hold funds involved in a disputed transaction while verification is conducted. The statutory holding period cannot exceed 30 calendar days unless extended by a competent court. This is not a promise that every reported transfer will be frozen or returned; the institution must apply the law and relevant BSP rules to the particular transaction.

If the financial institution does not resolve your complaint, you may escalate it to the Bangko Sentral ng Pilipinas. The BSP instructs consumers to complain to the institution first and obtain its reference number before using BSP Online Buddy (BOB). Current reporting options and official institutional contact information appear on the BSP Verifier and scam-reporting page.

If you disclosed a password, OTP, MPIN, or card details

Immediately:

Change the affected password and any reused passwords
Log out other devices or sessions
Enable multi-factor authentication
Lock or replace affected cards
Change your e-wallet MPIN
Tell your mobile provider if your SIM stopped working unexpectedly
Check for unauthorized beneficiaries, linked devices, loans, transfers, or purchases
Remove unfamiliar apps and have the device checked if you installed a file or remote-access application

Never give an OTP, password, MPIN, recovery code, or screen-sharing access to someone claiming that these are needed to process a refund. A person offering to “recover” the money for an advance fee may be attempting a second scam.

Preserve evidence before reporting the account

Save evidence in its original form whenever possible. Do this before blocking the seller or asking the platform to remove the content.

Keep copies of:

The complete product listing, advertisement, profile, page, group, and store URL
Account usernames, display names, profile links, page IDs, phone numbers, and email addresses
The entire conversation, including dates and timestamps
Order confirmation, invoice, electronic receipt, tracking details, and parcel label
Proof of payment and the full transaction reference
Recipient bank or e-wallet details
QR codes and payment links
Promises about price, condition, authenticity, delivery, warranty, refund, or return
Photos and an unedited unboxing video if an item arrived
Pictures of the item, packaging, serial number, and visible defects
Platform complaint confirmations and case numbers
Emails or text messages from the bank or e-wallet provider
Attempts to contact the seller and the seller’s responses
Names and contact details of witnesses, if any

Take screenshots that show the URL or account name as well as the content. Where possible, also export the conversation, save emails with their headers, and retain original files. Do not crop away timestamps or identifying information. Make a backup that the scammer cannot access.

Prepare a simple chronology: what was advertised, what you agreed to buy, when and how you paid, what happened afterward, how much you lost, and what remedy you requested.

Report the seller and transaction to the platform

Use the marketplace’s or social media service’s official reporting and dispute tools. Report both the account and the specific listing, order, or conversation. Select the most accurate category, such as fraud, non-delivery, counterfeit goods, impersonation, or account compromise.

For a covered internet transaction, the Internet Transactions Act of 2023 requires e-marketplaces and relevant digital platforms to provide a redress mechanism for reporting unlawful users or information. Online merchants remain primarily liable for consumer claims arising from their transactions. A platform’s possible subsidiary or solidary liability depends on statutory conditions—such as its failure to exercise the required diligence or to act after proper notice—and is not automatic merely because the transaction occurred on the platform.

Keep the platform’s ticket number and its response. Ask it to preserve the seller’s registration, transaction, login, and communication records for lawful investigation. The platform ordinarily will not disclose protected account information directly to you, but competent authorities may seek it through appropriate legal process.

Request the proper consumer remedy

If this was a purchase from an online business or merchant, write a clear demand stating:

The order and transaction details
What was promised
What went wrong
The remedy you want
A reasonable deadline for a written response
The evidence attached

Depending on the circumstances, an online consumer may pursue repair, replacement, refund, or another remedy available under the Internet Transactions Act, the Consumer Act, and other applicable law. The proper remedy depends on the defect, non-delivery, misrepresentation, warranty, contract terms, and available proof.

For transactions covered by the Internet Transactions Act, the aggrieved party must first use the merchant’s, e-retailer’s, marketplace’s, or platform’s internal redress mechanism before filing a consumer complaint with an agency or court or resorting to alternative dispute resolution. That mechanism is deemed exhausted if the complaint remains unresolved for seven calendar days after filing.

This internal-redress rule should not be used as a reason to delay an urgent report to your bank or e-wallet provider, the securing of a compromised account, evidence preservation, or the reporting of suspected crime to law enforcement.

Important exception: private person-to-person sales

The Internet Transactions Act does not cover consumer-to-consumer transactions—generally, occasional transactions between end-users that are not conducted in the ordinary course of business. A seller’s label is not necessarily conclusive: whether someone is genuinely a private seller or is operating as an online merchant depends on the facts.

If the sale was truly person-to-person, DTI consumer remedies under that Act may not apply. Fraud may still be reported to law enforcement, and contractual or civil remedies may still be available.

File a DTI consumer complaint when applicable

DTI is the appropriate consumer-protection route for many complaints involving online merchants selling non-financial goods or services. The DTI E-Commerce Bureau may receive and refer internet-transaction complaints to the agency with proper jurisdiction.

The DTI’s official e-commerce guidance directs complaints against online sellers to:

DTI Fair Trade Enforcement Bureau: fteb@dti.gov.ph
Copy: eco@dti.gov.ph

Check the DTI E-Commerce FAQ and the DTI website before filing in case the form, portal, address, or submission procedure has changed.

Attach legible copies of your evidence and include:

Your full name and contact details
The merchant’s known name, address, email, telephone number, and account links
The platform and order number
A concise statement of facts in date order
The amount paid and payment method
The remedy requested
Proof that you used the internal redress mechanism and either received a final response or waited seven calendar days without resolution

DTI proceedings address consumer and regulatory remedies. A DTI complaint does not replace a criminal complaint when the facts indicate deliberate fraud.

Under Section 28 of the Internet Transactions Act, a consumer seeking damages under that Act may file with the court or DTI within two years from the time the cause of action arose. Other claims or offenses may have different prescriptive periods. Do not treat the two-year period as permission to delay: records, accounts, and recoverable funds can disappear quickly.

Report suspected crime to the PNP or NBI

A simple delay, defective product, or failed transaction is not automatically a crime. Criminal fraud generally requires proof of legally significant deceit and the other elements of the applicable offense. The final classification may depend on how the deception occurred, when it was made, what the seller intended, and how the payment or computer system was used.

Possible laws may include the Revised Penal Code provisions on estafa, the Cybercrime Prevention Act of 2012, or the Anti-Financial Account Scamming Act. Not every online shopping scam satisfies every offense under those laws.

You may report to:

PNP Anti-Cybercrime Group

Email: acg@pnp.gov.ph
Telephone: (02) 3414-1560
Mobile: 0998-598-8116
Address: PNP National Headquarters, Camp General Crame, Quezon City

National Bureau of Investigation

Cyber Crime Division

Email: ccd@nbi.gov.ph
Telephone: (02) 8523-8231 to 38, local 3455
Direct line: (02) 8252-6228

Anti-Fraud and Action Division

Email: afad@nbi.gov.ph
Telephone: (02) 8523-8231 to 38, local 3529 or 3456

These contact details are listed on the BSP’s official Where to Report Scammers directory. Confirm them on the official agency website before sending sensitive documents.

Ask the receiving office what form of complaint, identification, affidavit, original document, or personal appearance it requires. An initial email or hotline report may create a lead or reference number but may not, by itself, complete the formal complaint needed for investigation or prosecution.

Be truthful and precise. Separate what you personally observed from what you suspect. Do not edit evidence or submit a knowingly false report.

If personal information was stolen or misused

If the scam involved unauthorized collection, disclosure, or misuse of your personal data, first notify the organization or platform’s data protection officer when appropriate. You may also consult the National Privacy Commission.

The NPC uses a prescribed complaint-affidavit process and supporting documents. Its filing requirements have changed over time, so download the current form and instructions from the official NPC website rather than relying on an old copy.

A privacy complaint serves a different purpose from a police, NBI, DTI, bank, or platform report. More than one route may be appropriate.

Which report should you make?

Situation	First report	Other possible reports
Money was transferred to a scammer	Bank or e-wallet provider immediately	PNP ACG or NBI; platform
Card or account transaction was unauthorized	Card issuer, bank, or e-wallet provider immediately	PNP ACG or NBI; BSP escalation after complaining to the institution
Online merchant did not deliver or sent materially different goods	Merchant or platform internal dispute	DTI after internal redress is exhausted; law enforcement if there is evidence of fraud
Seller was an occasional private individual	Payment provider and platform	PNP ACG or NBI; possible civil claim
Account, page, or brand was impersonated	Platform and genuine account or business	PNP ACG or NBI
Personal data or identity was misused	Affected service and its data protection officer	NPC; PNP ACG or NBI
Scam involved an investment or lending company	Financial institution or platform, as applicable	Securities and Exchange Commission; PNP ACG or NBI

What to include in a complaint narrative

A useful complaint is factual and easy to verify. A simple structure is:

On [date and time], I saw [listing or account] at [URL/platform]. The seller represented that [specific promise]. I agreed to purchase [item or service] for ₱[amount]. On [date and time], I paid through [provider] to [recipient details], transaction reference [number]. After payment, [state what happened]. I contacted the seller or platform on [dates] and requested [remedy], but [response or no response]. My supporting documents are listed and attached. I am requesting [investigation, refund, account preservation, or other appropriate relief].

Do not publicly post unredacted IDs, card numbers, bank statements, addresses, or other sensitive evidence. Give complete copies only through verified official channels.

Common mistakes that can weaken a report

Waiting several days before contacting the payment provider
Deleting or blocking the seller before saving the conversation
Reporting only the display name and not the profile or listing URL
Cropping screenshots so the account, date, or transaction reference is missing
Sending OTPs or passwords as “proof”
Assuming a platform report automatically becomes a police complaint
Treating every poor-quality product or delayed delivery as criminal fraud
Using DTI as the only route when the transaction was genuinely person-to-person
Paying a stranger who promises guaranteed recovery
Threatening or harassing the suspected scammer
Publishing accusations and personal information instead of reporting through proper channels
Filing exaggerated, inconsistent, or knowingly false statements
Surrendering the only copy of an original document without retaining a copy and receipt

When help is urgent

Seek immediate assistance if:

Transactions are still occurring
You gave the scammer an OTP, password, MPIN, recovery code, or remote access
Your phone number or SIM suddenly stopped working
The scammer controls your email, social media, bank, or e-wallet account
The scammer is threatening violence, blackmail, or publication of intimate material
A child, senior citizen, or vulnerable person is being targeted
Your identity is being used to open accounts, obtain loans, or victimize others
The amount is substantial or involves several victims
You received legal papers, a demand, or notice that an account was opened in your name
Evidence or funds appear likely to disappear

Call 911 if there is an immediate threat to life or physical safety. For a substantial loss, cross-border scheme, complex identity theft, or disputed liability with a financial institution, consider consulting a Philippine lawyer promptly.

Frequently asked questions

Can I recover money sent through a bank or e-wallet?

Possibly, but recovery is not guaranteed. It depends on how quickly the transaction is reported, whether funds remain available, whether participating institutions can hold or trace them, the character of the transaction, and the results of verification or investigation.

Should I report to DTI or the police?

Use DTI for an applicable consumer dispute with an online business. Use the PNP or NBI when there is suspected deliberate fraud or another crime. The routes serve different purposes, and both may be appropriate.

Must I wait seven days before doing anything?

No. Report immediately to the payment provider, secure compromised accounts, preserve evidence, and report suspected crime. The seven-calendar-day rule concerns exhaustion of the internal redress mechanism before pursuing the consumer or administrative remedies covered by the Internet Transactions Act.

What if the seller has deleted the account?

Report anyway. Provide saved URLs, usernames, payment details, messages, and screenshots. Platforms and financial institutions may possess records that investigators can seek through lawful process.

What if I authorized the transfer myself?

Still report it immediately if deception induced the payment. However, an authorized transfer may be evaluated differently from a transaction performed without your permission, and reimbursement is not automatic.

Can DTI handle a Facebook Marketplace sale between two private individuals?

The Internet Transactions Act excludes genuine consumer-to-consumer transactions. If the seller was actually conducting business as an online merchant, the characterization may be different. In either event, suspected fraud can be reported to law enforcement.

Is failure to deliver automatically estafa?

No. Non-delivery can arise from breach of contract, negligence, logistics problems, or fraud. Criminal liability depends on proof of all elements of the particular offense, including the nature and timing of any deceit.

Should I confront the scammer?

A written demand may help document the claim, but do not threaten, harass, meet the person alone, send more money, or disclose that investigators are tracing an account. Follow instructions from your bank or investigating authority.

Can I post the scammer’s identity online?

Public accusations can create privacy, safety, evidentiary, or defamation problems—especially if the account used a stolen identity. Preserve the information and give it to the platform and proper authorities instead.

Official sources

This article provides general legal information, not legal advice, and does not create an attorney-client relationship. Procedures and outcomes depend on the evidence and circumstances of each case. Official sources and reporting information were checked on 11 September 2026.