What to save after an online shopping scam
The seller stopped replying after payment, and now you need proof of what you ordered.
Updated 2026-09-29 · Independent resource. Legal review pending.
What matters most from an online shopping scam
The strongest evidence shows what you ordered, what you paid, and what the seller promised about delivery. An online shopping scam often looks convincing at first, with a real-looking listing and normal replies until payment is made.
Save these details before the listing or seller profile is removed, since both often disappear once a scam is reported. Acting quickly also helps if a chargeback becomes possible.
The listing, seller profile, and store details
Screenshot the product listing exactly as it appeared, including the price, the description, and any photos used. Save the seller’s profile, store name, and platform, whether that was an app, a website, or a social media page.
Note the exact platform used, such as a marketplace app, Instagram, or WhatsApp, since this affects which reporting channel applies. If the store had reviews or ratings, screenshot those too, as they may show a pattern of similar complaints.
Payment proof and delivery information
Save your payment confirmation, including the amount, the date, and the method used, whether a bank transfer, card payment, or an e-wallet. Keep the receiving account or merchant details exactly as shown.
Screenshot any tracking number given, and check it against the courier’s own website, since a fake or reused tracking number is a common part of this scam. Save the delivery address you provided too, in case it was later changed without your knowledge.
Your conversation with the seller
Keep the full chat history with the seller, from your first message to the last, including any promises made about delivery time. Read how to screenshot chat and call evidence so the conversation is captured properly.
Note the exact point where replies stopped or excuses began, such as a claimed customs delay or a “system error”. This pattern often matches what other buyers report about the same seller.
What to do next
Bring the listing, payment proof, and chat history together, then contact your bank or card issuer about a possible chargeback if you paid by card. Report the seller on the platform itself, since this can help other buyers avoid the same listing.
Make a police report if the amount is significant or the pattern suggests a wider scam. Read how to organise evidence for a lawyer for how to bring everything together.
If you have your order details and payment proof but are not sure whether a chargeback or a report is the right step, share what you have and we will help you see the realistic options.
Common questions
The seller has good reviews. Could this still be a scam?
Yes. Reviews can be faked, bought, or copied from a genuine store, and some scam sellers operate for a while with real sales before disappearing. Save your evidence regardless of the store's apparent reputation.
I paid through the platform's own payment system. Does that offer protection?
Many platforms offer some buyer protection for payments made through their own system, so check the platform's help pages and file a claim there as well as saving your own evidence. This is different from paying a seller directly outside the platform.
The tracking number shows the parcel was delivered, but I received nothing. What now?
Screenshot the tracking details and note any mismatch, such as a different delivery address or a signature you did not make. This is common in this type of scam and is useful evidence for a dispute or report.
Read next
How to organise evidence for a lawyer
Here is how to organise your screenshots, records, and messages into a clear file before you speak to a lawyer about your case.
Read thisHow a card chargeback works
If a card payment went to a scam, here is how a chargeback dispute works, realistic timelines, and what qualifies for a bank to consider.
Read thisHow to build a transaction chronology
If your scam involved more than one payment, here is how to build a clear transaction chronology that a bank, the police, or a lawyer can follow.
Read thisFiling a police report for a scam
A police report matters even for a small loss. Here is where to file one, what to bring, and why it supports later steps.
Read thisIf you have your order details and payment proof but are not sure whether a chargeback or a report is the right step, share what you have and we will help you see the realistic options.