How to Report Online Shopping Scams and Fake Customs Agents Demanding Money in the Philippines

I. Introduction

Online shopping in the Philippines—through marketplaces, social media, and messaging apps—has made buying and selling incredibly convenient. It has also created fertile ground for scammers, including syndicates posing as:

  • Legitimate online sellers; and
  • Fake “customs agents” claiming that a parcel is being held at the Bureau of Customs (BOC) and will only be released upon payment of “duties,” “taxes,” or “storage fees,” usually via GCash or bank transfer.

This article explains, in a Philippine legal context:

  1. The common schemes involving online shopping and fake customs agents;
  2. The laws that apply;
  3. How and where to report these incidents;
  4. Possible criminal, civil, and administrative remedies; and
  5. Practical steps for documentation, reporting, and prevention.

This is general information, not a substitute for advice from a lawyer handling a specific case.

II. Common Scam Scenarios

A. Online Shopping Scams

Typical patterns include:

  1. Non-delivery scam

    • Buyer pays via GCash/bank or “padala,”
    • Seller blocks the buyer or deletes the account/page,
    • No product is delivered.

  2. Fake or substandard item

    • Online listing shows branded/original item,
    • Buyer receives counterfeit or low-quality goods,
    • Seller refuses refund or replacement.

  3. “Too good to be true” pre-orders

    • High-value goods at very low prices,
    • Seller collects bulk pre-order payments then disappears.

  4. Account takeovers

    • Scammer hacks a legitimate seller’s account,
    • Uses existing trust and feedback to defraud buyers.

B. Fake Customs Agents / “Parcel Held” Scams

Common modus:

  1. You receive a message (text, chat, email) that:

    • A parcel from abroad is “held” by customs;
    • It supposedly contains luxury goods, gadgets, or large sums of money;
    • You must pay “customs tax,” “anti-money laundering clearance,” or “penalty” immediately.

  2. Scammer claims to be from:

    • “Bureau of Customs,”
    • “Airport customs,”
    • “Express courier customs department,” etc.

  3. Payment is demanded via:

    • GCash to a personal number,
    • Bank transfer to a personal account,
    • Remittance center to an individual.

  4. Once payment is made, the fraudster:

    • Stops replying;
    • Blocks your number or account;
    • Sometimes asks for additional “fees” until the victim refuses.

Key point: The real BOC does not require you to pay duties and taxes through a stranger’s personal wallet or account. Payments are made only through official, receipted channels.

III. Applicable Philippine Laws

Multiple laws may apply simultaneously. The same act can be both a crime and an unlawful business practice, and may also give rise to a civil action for damages.

1. Estafa under the Revised Penal Code (RPC)

Online shopping scams and fake customs schemes are often prosecuted as estafa (swindling) under Article 315 of the RPC.

Key elements typically involved:

  • There is fraud or deceit (false representation that the seller is legitimate, or that the scammer is a customs agent);
  • The victim relied on that deceit;
  • The victim suffered damage (loss of money or property).

Penalties generally depend on the amount defrauded; larger amounts mean higher penalties and potential imprisonment.

2. Cybercrime Prevention Act (RA 10175)

When the fraudulent acts are done through computers, networks, or the internet (social media, messaging apps, online platforms), they may constitute:

  • Online fraud or computer-related fraud under RA 10175; or
  • Estafa under the RPC “committed through information and communications technologies”, which can lead to higher penalties.

The law allows authorities to:

  • Secure or preserve electronic evidence;
  • Coordinate with service providers under proper legal process.

3. Access Devices Regulation Act (RA 8484)

If the scam involves:

  • Unauthorized use of credit cards, debit cards, or account details; or
  • Fraudulent online transactions using stolen card data,

RA 8484 may apply, on top of estafa and cybercrime provisions.

4. Consumer Act of the Philippines (RA 7394)

RA 7394 covers deceptive, unfair, or unconscionable sales practices.

In an online shopping context, this may include:

  • Misrepresentation of goods (e.g., claiming an item is original when it is counterfeit);
  • False advertising;
  • Failure to deliver goods paid for by the consumer.

Complaints under RA 7394 are usually brought before the Department of Trade and Industry (DTI) for administrative sanctions and consumer redress.

5. E-Commerce Act (RA 8792)

RA 8792 gives legal recognition to electronic documents and signatures, and sets rules on electronic transactions. In scams:

  • Screenshots of chats, emails, and online posts may qualify as electronic evidence;
  • Electronic contracts and acknowledgments may be used to prove the transaction.

6. Data Privacy Act (RA 10173)

If scammers:

  • Illegally gather your personal data;
  • Misuse it for fraudulent purposes;

they may also violate the Data Privacy Act, especially when data was obtained from a breached database or misused by a controller/processor.

7. Financial Products and Services Consumer Protection Act (RA 11765)

When fraud involves banks, e-money, or payment systems:

  • Banks and financial institutions have duties to safeguard consumers;
  • The Bangko Sentral ng Pilipinas (BSP) and other regulators can impose sanctions on financial service providers that fail to adopt appropriate safeguards or dispute-handling mechanisms.

Note: This does not necessarily mean the bank must always reimburse losses, but they do have responsibilities for security and complaint handling.

IV. Rights of Victims

Victims of online shopping scams and fake customs schemes generally have the right to:

  1. File a criminal complaint

    • Against identified scammers and co-conspirators;
    • For estafa, cybercrime, and other relevant offenses.

  2. Seek administrative remedies

    • Through DTI (consumer protection),
    • Through concerned regulators (e.g., BOC, BSP, SEC, etc., depending on the nature of the scam).

  3. Pursue civil actions

    • For recovery of the amount lost and damages (actual, moral, exemplary, attorney’s fees).

  4. Access and receive assistance

    • From law enforcement (PNP, NBI),
    • From consumer protection agencies,
    • From platforms and payment service providers via their dispute mechanisms.

V. Evidence: What to Preserve Before Reporting

Your case is only as strong as your evidence. Before you report, secure and back up:

  1. Screenshots and copies of conversations

    • Facebook/Instagram/TikTok chats, marketplace messages, SMS, emails;
    • Capture the profile name, handle, and links if visible.

  2. Proof of payment

    • Transaction history from GCash, PayMaya, bank apps;
    • Deposit slips, remittance receipts, screenshots of transfers.

  3. Seller/scammer profile details

    • Profile name, username, links to pages or listings;
    • Phone numbers, email addresses, GCash account names and numbers, bank account details.

  4. Delivery or courier records (if any)

    • Tracking numbers, waybills, package photos.

  5. Any ID or documents sent

    • Fake IDs, bogus “customs clearance” letters, receipts claimed to be from BOC, etc.

  6. Timeline of events

    • Dates and times of initial contact, payment, non-delivery, and subsequent communications.

Make digital and physical copies. Do not alter documents or chat logs (e.g., by editing screenshots).

VI. Where and How to Report

A. Philippine National Police – Anti-Cybercrime Group (PNP-ACG)

The PNP-ACG is one of the primary law enforcement units dealing with online fraud, scams, and cybercrime.

Steps (general pattern):

  1. Prepare your evidence (see Section V).

  2. Go to the nearest police station or directly to a PNP-ACG office (regional cybercrime units may be available).

  3. Execute a sworn statement or affidavit-complaint:

    • Narrate the facts chronologically;
    • Attach your evidence as annexes.

  4. Request that the incident be recorded in the police blotter.

  5. Obtain copies of your complaint and blotter entry for your records.

The PNP-ACG can investigate, coordinate with service providers, and endorse the case to the prosecutor’s office for possible filing of criminal charges.

B. National Bureau of Investigation – Cybercrime Division

The NBI Cybercrime Division similarly handles:

  • Online scams and fraud;
  • Impersonation;
  • Other internet-enabled crimes.

General reporting steps:

  1. Prepare a detailed written complaint and evidence.
  2. Visit an NBI office, preferably a unit handling cybercrime.
  3. Execute a sworn statement before an NBI officer.
  4. Cooperate in any follow-up (e.g., clarifications, identifying suspects, execution of further affidavits).

In some cases, victims file with both PNP-ACG and NBI; however, coordinating with one agency is usually enough to start.

C. Bureau of Customs (BOC) – for Fake Customs Agents

Because the scammers misuse the name of the BOC, it is important to formally report:

  1. If you receive suspicious messages claiming your parcel is held by customs:

    • Do not pay any amount to personal accounts or e-wallets;
    • Ask for official documents and verify independently (e.g., by contacting official BOC or courier channels — not the number the scammer sent).

  2. If you already paid:

    • Save all messages, fake documents, and payment records;
    • File a complaint with BOC’s customer assistance or intelligence/anti-fraud units;
    • Indicate that their name and logo are being used in a scam.

Even if the customs-related scam is prosecuted as estafa and cybercrime, complaints to BOC help in:

  • Issuing public warnings;
  • Coordinating with law enforcement;
  • Identifying repeat offenders and patterns.

D. Department of Trade and Industry (DTI) – Consumer Complaints

DTI can act on consumer complaints involving deceptive sales practices, especially if the seller is:

  • A business operating in the Philippines;
  • Selling goods/services to consumers (not purely private personal sales).

DTI remedies are mainly administrative, such as:

  • Fines,
  • Suspension or revocation of permits,
  • Orders for replacement, refund, or repair (depending on circumstances).

To complain, you typically:

  1. Prepare a complaint letter detailing the transaction and the deception;
  2. Attach copies of evidence;
  3. File with the appropriate DTI office or online complaint channels (where available).

E. Banks, E-Wallets, and Payment Companies

If you sent money via:

  • GCash or other e-wallet,
  • Bank transfer,
  • Credit/debit card,

you should immediately notify the provider, especially if the scam is recent.

Possible actions:

  • Request to freeze the receiving account (if funds are still there);
  • Lodge a formal dispute or complaint;
  • Ask for the transaction history and any additional details they can lawfully share.

They are not always legally obligated to refund, but they are obligated to have consumer protection and dispute resolution mechanisms, and may assist law enforcement.

F. Online Platforms and Social Media Companies

Report the scammer’s profile, page, or listing via:

  • “Report” buttons or safety centers;
  • Dedicated fraud reporting channels for e-commerce platforms.

While this does not replace a criminal complaint, it helps:

  • Take down fraudulent accounts;
  • Indicate you took reasonable steps to stop further harm;
  • Provide additional documentation (support tickets, case IDs) for your main complaint.

VII. Filing a Criminal Case: From Complaint to Prosecution

1. Affidavit-Complaint

To formally initiate criminal action, you generally submit an affidavit-complaint to the Office of the City/Provincial Prosecutor where:

  • The offense was committed;
  • Or where one of its essential elements occurred (e.g., where you were when you were deceived, or where payment was made/received).

Your affidavit should:

  • State your complete name, address, and personal details;
  • Narrate the facts in chronological order;
  • Explain how you were defrauded and by whom;
  • Attach evidence as annexes (chats, screenshots, transaction slips, etc.);
  • Indicate the laws you believe were violated (e.g., estafa, RA 10175).

2. Preliminary Investigation

Once the prosecutor receives your complaint:

  1. Subpoena may be issued to the respondent(s) to file a counter-affidavit.
  2. You may be given a chance to file a reply, and the respondent a rejoinder.
  3. The prosecutor evaluates whether there is probable cause to file an information in court.

The result may be:

  • Filing of information in court (case proceeds);
  • Dismissal of the complaint for lack of probable cause;
  • Other appropriate action (e.g., referral to another office).

3. Court Proceedings

If an information is filed:

  • The accused is arraigned and may enter a plea;
  • Trial on the merits follows, where you may be called as a witness;
  • The court decides guilt or innocence and any penalties;
  • Civil liability (e.g., restitution of the amount defrauded) may be adjudicated alongside the criminal case, unless reserved for a separate civil action.

VIII. Civil and Administrative Remedies

A. Civil Action for Damages

Aside from or in connection with the criminal case, you may seek:

  • Actual damages – money you lost, plus necessary expenses;
  • Moral damages – for mental anguish, social humiliation, anxiety (subject to proof);
  • Exemplary damages – to serve as a deterrent, where allowed;
  • Attorney’s fees and costs.

Sometimes, when the amount is relatively small and the defendant is known and reachable, victims may use small claims procedures (subject to the current rules and monetary limits) to recover money more quickly, though this is separate from the criminal process.

B. Administrative Actions

  • DTI may impose fines or order refunds against non-compliant business sellers;
  • Regulatory bodies (BSP, SEC, Insurance Commission, etc.) may sanction regulated entities that fail to observe required consumer protection or anti-fraud measures (depending on the nature of the entity and scam).

IX. Special Notes on Fake Customs Agents

1. How Legitimate Customs Processes Normally Work (Simplified)

While exact procedures depend on the shipment type and courier, generally:

  • Duties and taxes are assessed officially and are payable through authorized channels (e.g., accredited banks, official cashier, legitimate courier acting as broker);
  • You receive an Official Receipt or similar proof of payment issued in the name of the proper government body or authorized entity;
  • Government officials do not collect customs duties via personal GCash numbers, personal bank accounts, or informal “padala.”

2. Red Flags of a Fake Customs Scam

  • Message comes from a personal mobile number or social media account, not an official channel;
  • Payment is demanded urgently, with threats that the parcel will be “confiscated” or you will be “sued” if you don’t comply immediately;
  • “Fees” have unusual names like “anti-terrorism clearance,” “anti-money laundering permit,” or “big amount insurance,” especially when asked from ordinary recipients;
  • Scammer refuses to provide verifiable office numbers or allows only chat-based communication;
  • When checked with the official BOC or courier sources, there is no record of your parcel.

3. What to Do if You Receive Such a Message

  • Do not pay any amount to personal accounts;

  • Do not send ID photos, bank statements, or selfies with your ID to unknown persons;

  • Independently verify with:

    • The official website or hotline of the courier;
    • Official BOC channels, if applicable.

  • If verification suggests it is a scam, take screenshots and file a complaint with both:

    • Law enforcement (PNP-ACG / NBI), and
    • BOC (for misuse of customs identity).

X. Practical Tips and Preventive Measures

  1. Verify sellers and platforms

    • Prefer established platforms with buyer protection;
    • Check reviews, feedback, and how long the account has existed (though these can also be faked).

  2. Be skeptical of deals that are far below market price

    • Scammers rely on urgency and greed; if it’s “too good to be true,” it usually is.

  3. Use secure payment methods

    • As much as possible, use platforms that offer escrow, COD with inspection, or buyer protection rather than direct transfers to strangers.

  4. Enable security features on your accounts

    • Two-factor authentication on emails, banking apps, and social media;
    • Avoid reusing passwords across sites.

  5. Never share one-time passwords (OTPs)

    • Banks, e-wallets, and legitimate platforms will never ask for your OTP through chat or SMS.

  6. Educate family members

    • Many customs-parcel scams target elderly relatives or OFW families;
    • Explain common schemes and instruct them to check with you or another trusted person before sending money.

  7. Act quickly when scammed

    • Immediately report to law enforcement and payment providers;
    • The sooner accounts are flagged, the higher the chance of freezing funds or tracing transactions.

XI. Conclusion

Online shopping scams and fake customs agents demanding money are serious offenses under Philippine law, often involving estafa, cybercrime, and violations of consumer protection statutes. Victims are not helpless: by carefully preserving evidence, promptly reporting to PNP-ACG or NBI, informing BOC in customs-impersonation cases, and using DTI, banks, and platforms’ complaint mechanisms, they can pursue accountability and, in some cases, recover losses.

However, the most effective protection remains prevention, vigilance, and informed skepticism. Understanding how these scams work—and knowing exactly how and where to report them—is a crucial part of safeguarding yourself, your family, and the online marketplace as a whole.

Disclaimer: This content is not legal advice and may involve AI assistance. Information may be inaccurate.

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