Get Refunded for Online Shopping Scam Fraud

Complete guide to online shopping scam refunds. Section 75 Credit Card Act protection, chargeback rights for debit cards, PSR 2017 liability, and platform responsibility for fake sellers.

Quick Answer

If you paid for items from a fake online shop and received nothing (or counterfeit goods), you can claim a refund. Credit card payments are protected under Section 75 Consumer Credit Act - your bank must refund if the goods weren't delivered or were misrepresented. Debit card and bank transfer payments are covered under PSR 2017 (chargeback rules). Marketplaces (eBay, Amazon) are liable for non-delivery via seller-protection schemes. You have up to 120 days to claim (chargebacks) or 6 years (Section 75).

How to Get Refunded for Shopping Scam

1

Report to the Seller and Platform (If Used)

Contact the seller directly requesting a refund. If purchased via eBay, Amazon, or other marketplace, file a "item not received" or "not as described" dispute. Most platforms have 30-day resolution windows. Document all communications and take screenshots of listings.

2

Report to Action Fraud and Trading Standards

File a report at actionfraud.police.uk with: seller details, website, payment methods, dates, amounts, evidence the business is fake. Contact Citizens Advice Consumer Service (consumer.org.uk) to log the scam. Local Trading Standards investigates fake sellers and can issue enforcement actions.

3

Claim Refund from Your Bank or Card Provider

If the marketplace doesn't refund, claim from your bank. Credit card: Section 75 claim (bank must refund). Debit card: chargeback under PSR 2017 (bank tries to recover funds from seller's bank). Bank transfer: claim reimbursement under APP fraud rules if the seller can be proven fraudulent.

4

Escalate to Financial Ombudsman if Bank Refuses

If your bank refuses the chargeback or Section 75 claim, complain to the Financial Ombudsman Service (free). Provide: proof of payment, evidence goods weren't delivered (no tracking, seller gone dark), marketplace dispute resolution outcome, Action Fraud reference number.

What the Law Says

Consumer Credit Act 1974, s.75 - Credit Card Liability
If you paid by credit card for goods or services between £100-£30,000, your card issuer is jointly liable with the merchant for the transaction. If goods aren't delivered or misrepresented, the card issuer must refund you. No time limit on Section 75 claims (6-year statute of limitations).
Payment Services Regulations 2017, s.75-78 - Chargeback Rights
Debit card and bank transfer payments can be challenged through chargeback. Banks must investigate within 120 days and attempt to recover funds. Successful chargebacks reverse the original transaction. Used when goods not delivered or payment made to fake seller.
Consumer Protection from Unfair Trading Regulations 2008
Misleading descriptions of goods (fake photos, misrepresentation) are unfair trading practices. Victims can claim refunds for misleading sales. Traders can be prosecuted by Trading Standards for engaging in misleading practices.
Marketplace Seller Protection (eBay, Amazon, etc.)
Major marketplaces guarantee refunds for non-delivery and significantly not-as-described items. They investigate disputes and either force seller refund or cover the refund themselves. Platforms are liable if they facilitate sellers engaging in systematic fraud.

Common Online Shopping Scam Scenarios

Goods Never Arrived

Paid for items but they never arrived. No tracking info or fake tracking number. Seller disappeared or stopped responding. Claim "item not received" via marketplace or Section 75 with your card provider. Bank must refund if no proof of delivery.

Counterfeit or Fake Goods

Received fake luxury goods (counterfeit designer items, fake electronics). Original listing showed authentic items but what arrived was counterfeit. Claim "not as described" via marketplace, or Section 75 for misrepresentation of goods.

Seller Impersonating Legitimate Brand

Website looked identical to a real brand (Apple, Nike, etc.) but was a fake. You purchased and paid but never received items. Website now offline. Claim Section 75 fraud with your card issuer. Report domain spoofing to the real brand.

Significantly Different Quality

Listing showed professional photos of high-quality items. You received broken, used, or cheap goods. Claim "not as described" with marketplace. If sold via credit card, claim Section 75 for breach of contract (goods not matching description).

Fake Seller Review Ratings

Seller had fake 5-star reviews and high trust rating (later exposed as fake). You bought based on this rating, received nothing. Marketplace is liable for allowing fraudulent sellers. File complaint with the marketplace's trust and safety team.

Money Sent Via Bank Transfer

Paid directly via bank transfer to the scammer's account (no credit card or marketplace protection). Goods never arrived. Claim under APP fraud rules - report to your bank immediately. If not APP fraud, pursue civil court action against scammer.

Frequently Asked Questions

What's the difference between Section 75 and chargeback? +
Section 75 applies to credit card purchases (£100-£30,000). Your card issuer is liable and must refund. Chargeback applies to debit cards and bank transfers - the bank attempts to recover funds from the seller's bank. Section 75 is stronger (card issuer is liable); chargeback may fail if seller's bank refuses.
Can I claim if I paid using PayPal or Apple Pay? +
Yes. PayPal and Apple Pay transactions are covered by the underlying payment method. If you used a credit card via PayPal, Section 75 applies (PayPal and your card issuer are jointly liable). If debit card, chargeback rights apply. File the dispute through PayPal first; if unresolved, escalate to your card provider.
Do I need proof that the seller is fake to claim refund? +
No. You simply need to prove non-delivery or misrepresentation. Evidence of a fake seller strengthens your claim but isn't required. A statement that you never received the goods (no tracking proof, seller unresponsive) is sufficient for Section 75 or chargeback claims.
How long do I have to claim a refund? +
Chargeback: 120 days from transaction date. Section 75: 6 years (no time limit realistically). Marketplace disputes: usually 30-90 days depending on platform. Report immediately - the sooner you claim, the better evidence is available.
What if I paid for a small item under £100? +
Section 75 only covers £100+. For smaller amounts, use chargeback (if debit card), or claim via the marketplace (eBay, Amazon). Marketplaces offer protection on all amounts for non-delivery. If paid via direct bank transfer, you may claim under APP fraud rules (reimbursement if scammer's account is proven fraudulent).
What happens if the seller's bank disputes the chargeback? +
Both banks assess evidence. If you have proof of non-delivery (no tracking, seller gone dark, marketplace dispute outcome), your bank typically wins the dispute and refunds you. If the seller's bank provides a tracking number or delivery proof, you may lose the chargeback - escalate to the marketplace or pursue Section 75 claim if you used a credit card.

Recover Your Shopping Scam Payment Now

Use FightingBack's ScamRecover tool to document your case and file claims with your bank or marketplace.

Start Your Refund Claim