An online seller took my money and never delivered — what are my rights?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
You paid for goods you never received, so you have both a consumer remedy and, potentially, a criminal one. The Consumer Act (RA 7394) protects buyers against deceptive and unfair sales practices, and electronic transactions and contracts are legally recognized under the E-Commerce Act (RA 8792), so an online sale is enforceable like any other. Taking payment with no intent to deliver is generally estafa under Art. 315 of the Revised Penal Code — one degree higher when done online (RA 10175). Practically: if you bought through Shopee or Lazada, file a dispute/return-refund claim within the platform's buyer-protection window first, as that is usually the fastest way to recover; you can also complain to the DTI and, for a clear scam, report to the PNP Anti-Cybercrime Group or NBI.
Primary sources
Frequently asked
What's the fastest way to get my money back?
If you bought through a marketplace like Shopee or Lazada, open a dispute or return/refund claim inside the app within its buyer-protection window — the platform can often reverse the payment from money it holds in escrow. Keep your order number, chat, and proof of non-delivery.
Is a non-delivering seller committing a crime?
If they took your money with no intention of delivering, that is generally estafa under Art. 315 of the Revised Penal Code, and RA 10175 §6 raises the penalty one degree when it is done online. A seller who genuinely tried but failed may instead owe you a civil refund under the Consumer Act and E-Commerce Act.
Where do I complain if the platform won't help?
Bring a consumer complaint to the DTI, which enforces the Consumer Act (RA 7394) over deceptive and unfair sales practices. If it is a clear scam with money lost, also report the estafa to the PNP Anti-Cybercrime Group or NBI Cybercrime Division.
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What to do after an online scam — the first-hour playbook, where to report (PNP Anti-Cybercrime Group, NBI, DOJ Office of Cybercrime), how to spot and report investment/Ponzi scams to the SEC, phishing and OTP theft, online-shopping fraud (undelivered, fake, or misrepresented goods), romance and job scams, and the legal basis under estafa (Revised Penal Code Art. 315), RA 8484, RA 10175, RA 8792, RA 7394, and RA 8799.