Online purchase scams — whether through fake stores, non-delivery of paid goods, counterfeit items, phishing links, or “buyers” who disappear after receiving items in cash-on-delivery schemes — have become one of the most common cybercrimes in the Philippines. In 2024–2025, the PNP Anti-Cybercrime Group consistently reported online scams as the top cybercrime complaint, with losses running into billions of pesos annually.

The good news: Philippine law provides multiple layers of protection and remedies. Acting quickly and following the correct sequence dramatically increases your chances of recovering your money and holding the scammer accountable.

1. Immediate Actions (First 24–72 Hours – Critical Window)

Time is the single most important factor in recovery.

a. Secure Your Accounts

Change passwords on the affected e-wallet, bank app, email, and social media accounts immediately.
Enable or update two-factor authentication (2FA).
If you clicked any link or downloaded anything, run an antivirus scan or reset the device.

b. Gather and Preserve All Evidence (Do This Before Anything Else)

Screenshots of the product listing, seller profile, chat conversations, order confirmation, payment receipt, tracking number (if any), and delivery attempts.
Bank/e-wallet transaction reference numbers, exact time and date.
URLs of the fake website or social media page.
Photos of received items (if counterfeit or wrong item was sent).
Store everything in a dedicated folder. Do not delete chats even if the seller blocks you — use Facebook’s “Download Your Information” or Messenger’s export feature.

c. Notify the Platform Immediately

Shopee/Lazada/TikTok Shop: Open a dispute/resolution center case within the allowed period (usually 7–15 days from delivery date or expected delivery).
Facebook Marketplace/Instagram: Report the post and the seller’s account. Use Facebook’s “Purchase Protection” claim if you paid via Facebook Pay/Meta Pay.
Fake websites: Take note of the domain and report it to support@phishing.gov.ph (DICT) or to Google Safe Browsing.

d. Contact Your Payment Provider (This Is Where Most Victims Recover Money)

Credit Card: Call the bank immediately and request a chargeback under Republic Act No. 10870 (Credit Card Industry Regulation Law) and BSP Circular 1098 (Consumer Protection). Chargeback success rate is very high if filed within 60–120 days.
GCash/Maya/GrabPay/ShopeePay: File a transaction dispute in-app within 15–60 days (depending on the e-wallet). BSP Circular 1055 (2020) and Circular 1133 (2022) mandate e-wallets to resolve disputes within 7–15 banking days.
Bank Transfer (InstaPay/PESONet): File a “wrongly sent funds” or fraudulent transaction report. Recovery is harder but possible if the receiving bank cooperates under BSP rules.
Cash-on-Delivery scams (you sent item but buyer disappeared): This is estafa — proceed directly to police report.

2. File Formal Reports (Do This Within 7 Days for Best Results)

You must file reports with multiple agencies — each serves a different purpose.

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

File online at https://cybersafe.pnp.gov.ph or visit the nearest ACG office.
Crime: Online fraud/libel, computer-related fraud, or estafa through false pretenses (Arts. 315 & 318, Revised Penal Code + RA 10175 Cybercrime Prevention Act).
Bring all evidence. Ask for a Police Blotter number or Complaint Sheet.

b. National Bureau of Investigation Cybercrime Division (NBI-CCD)

File at https://nbi.gov.ph/online-services/ or at NBI Taft Avenue.
Preferred agency for complex or high-value cases (>₱500,000).
NBI can issue subpoenas to banks and telcos faster than regular police.

c. Department of Trade and Industry (DTI)

File a consumer complaint at https://consumercare.dti.gov.ph or email consumercare@dti.gov.ph.
Basis: Republic Act No. 7394 (Consumer Act of the Philippines) and Republic Act No. 11967 (Internet Transactions Act of 2023).
DTI can mediate, impose fines, or endorse the case to DOJ for prosecution.
Under RA 11967, the E-Commerce Bureau can order platforms to remove fake stores and preserve transaction records.

d. Bangko Sentral ng Pilipinas (BSP) – If Payment Provider Is Uncooperative

File at https://www.bsp.gov.ph/Pages/ConsumerAssistance.aspx or call BSP Consumer Assistance Hotline 8708-7087.
BSP can impose sanctions on banks/e-wallets that fail to resolve valid disputes.

e. Securities and Exchange Commission (SEC) – If the Fake Store Pretends to Be a Registered Company

Check if the scammer used a fake SEC registration number. Report at https://www.sec.gov.ph/complaints/.

3. Legal Remedies Available to Victims

Criminal Case (Punishes the Scammer)

Estafa (Art. 315, Revised Penal Code) – 6 years to life imprisonment depending on amount.
Computer-related fraud (Sec. 4(a)(1), RA 10175) – penalty one degree higher than estafa.
Online libel (if seller posted false reviews or harassed you).
Violation of RA 11967 (Internet Transactions Act) – fines up to ₱1,000,000 and imprisonment.

Civil Case (To Recover Your Money + Damages)

File for Sum of Money + Damages at the Regional Trial Court or Small Claims Court (if ≤₱1,000,000 as of 2025 Rules).
Small Claims is fast (30–60 days), no lawyer needed, filing fee only ₱3,000–₱10,000.
You can claim moral/exemplary damages and attorney’s fees.

Class Suit or Representative Action
If many victims were scammed by the same seller, coordinate through DTI or a consumer group for a class complaint.

4. Practical Recovery Success Rates (2024–2025 Data)

Credit card chargebacks: 85–95% success if filed promptly.
E-wallet disputes (GCash/Maya): 70–80% success.
COD scams with police/NBI action: 40–60% recovery if scammer is traced.
Fake online shop with preserved domain evidence: 60–75% recovery via DTI mediation or chargeback.

5. Special Situations

Scammer is based abroad: Still file with PNP-ACG/NBI. The Philippines has mutual legal assistance treaties with many countries. Interpol Red Notice is possible for large-scale syndicates.
You were the seller in a fake buyer scam: File estafa immediately — courts treat this seriously because the buyer used deceit to obtain your item.
Investment/crypto scams disguised as online purchases: Report to SEC (if unregistered investment) or NBI.

6. Checklist Summary (Copy-Paste This)

□ Change passwords & enable 2FA
□ Screenshot everything & save in folder
□ File dispute with Shopee/Lazada/FB/etc.
□ File dispute/chargeback with bank or e-wallet
□ File report with PNP-ACG online
□ File complaint with NBI Cybercrime Division
□ File consumer complaint with DTI
□ File BSP complaint if payment provider ignores you
□ Consult a lawyer or PAO if amount >₱100,000
□ File Small Claims case within 6 months if no recovery

Acting within the first week gives you the highest chance of full recovery. Do not feel ashamed — these syndicates are professional criminals. Report aggressively; every report helps law enforcement build cases against organized online scam networks.

If you need templates for affidavits, demand letters, or small claims forms, most are available for free download on the Supreme Court, DTI, and PNP websites.

Stay safe online.