How to complain if a seller disappears after taking payment on social media?

Shopping via social media platforms has become increasingly popular, with many consumers finding deals on Instagram, Facebook, WhatsApp, and other platforms. However, this convenience often comes with risks, including the possibility of falling victim to fraudulent sellers who take payments but fail to deliver goods or services. If you’ve encountered a situation where a seller disappears after receiving payment, there are steps you can take to protect yourself, report the fraud, and seek resolution.

Steps to Take If a Seller Disappears After Payment on Social Media

• Document All Communications and Evidence
• Save Screenshots: Take screenshots of the conversation with the seller, including payment discussions, the agreement to deliver the product or service, and any payment receipts or confirmation messages.
• Payment Proof: If you paid via a payment platform (e.g., PayPal, bank transfer, UPI), gather the payment receipt or transaction details to show that the payment was made.
• Product/Service Details: If possible, keep any product listings, advertisements, or promotional posts from the seller.
• Contact the Seller Again
• Send a Message: Politely inquire about the status of your order. Give them a reasonable time frame (e.g., 24–48 hours) to respond.
• Try Different Channels: If you have more than one way to contact the seller (e.g., email, phone, or through another social media platform), try reaching out via these alternative methods.
• Check for Refund or Cancellation Policies
• Review the Terms: Check if there are any terms mentioned regarding refunds or cancellations in the original message, order confirmation, or website (if available).
• Request a Refund: If the seller is unreachable or refuses to deliver, formally request a refund via the same communication channel used for the transaction.
• Report the Seller to the Platform (e.g., Instagram, Facebook)
• Report via Social Media’s Reporting Tool: Both Facebook and Instagram have tools that allow users to report suspicious activity, fraudulent behavior, or businesses engaging in scams.
• For Instagram/Facebook: Go to the seller’s profile, click the three dots (⋯) on the top right corner, select Report, and choose It's a scam or Fraudulent activity.
• Provide Evidence: When reporting the seller, make sure to attach the evidence you have, such as screenshots of the communication and payment details, to support your claim.
• File a Complaint with Payment Platform (If Applicable)
• PayPal: If you paid via PayPal, you can open a dispute in your PayPal account and escalate it to a claim if the seller does not respond. PayPal typically offers buyer protection, and you may be able to get a refund if the goods were not delivered.
• Credit Card or Bank Payment: If you used a credit card, you may be eligible for a chargeback. Contact your bank or credit card issuer and report the issue to initiate the chargeback process.
• UPI/Bank Transfer: If you paid via UPI or bank transfer, the process for getting your money back may be more complex, but you can still try to report the fraud to your bank or payment provider for assistance in disputing the transaction.
• File a Complaint with Consumer Protection Authorities
• National Consumer Helpline (India): If you're in India, you can file a complaint with the National Consumer Helpline at consumerhelpline.gov.in. They can mediate disputes between consumers and sellers and take necessary action if the seller is found to be engaging in fraudulent behavior.
• Consumer Protection Agencies (Other Countries): In other countries, similar consumer protection agencies exist. For example, the Federal Trade Commission (FTC) in the USA handles online fraud complaints, and Action Fraud in the UK takes reports of fraud.
• File a Police Report (If Necessary)
• Cybercrime Cells: Most countries have a cybercrime unit within the police that handles online fraud cases. You can file a cybercrime report if you’ve been scammed online.
• File a First Information Report (FIR): If you're in India, you can file an FIR with the local police station or through the National Cyber Crime Reporting Portal (cybercrime.gov.in) if the scam involved substantial financial loss.
• Notify Other Potential Victims
• Share on Social Media: Post a warning about the fraudulent seller on your social media channels or on review platforms to alert others.
• Consumer Forums: Consider sharing your experience on consumer forums such as Trustpilot or Reddit to help warn others about the scam.
• Monitor Your Financial Accounts
• Freeze Your Account: If you feel that your financial information may have been compromised, contact your bank or payment provider to freeze your account or card.
• Set Up Fraud Alerts: Enable fraud alerts through your bank or payment provider to be notified of any suspicious activity.

How to Protect Yourself from Social Media Scams in the Future

• Verify Sellers Before Making Payment
• Check Reviews: Look for reviews or testimonials from previous customers. Reliable sellers usually have a history of positive feedback.
• Research the Seller: Before making a purchase, search for any information online about the seller. Try to find social proof, such as customer feedback or past transactions.
• Avoid Paying Through Untraceable Methods
• Use Secure Payment Methods: Use payment methods that offer buyer protection (e.g., PayPal, credit cards) instead of untraceable methods like wire transfers or direct bank transfers.
• Request an Invoice or Receipt
• Ask for Documentation: Always ask for an official receipt or invoice that includes the seller’s details, payment information, and GST number (if applicable).
• Look for Verified Accounts or Brands
• Check for Verified Accounts: Look for verified badges on social media accounts. Verified accounts are typically legitimate businesses.
• Avoid New or Unreliable Accounts: Be cautious of newly created accounts or accounts with no established history.

Example

Scenario: A consumer buys a custom-designed phone case from a seller on Instagram after seeing a post with a great deal. The seller asks for the payment via UPI and promises to ship the case within a few days. After making the payment, the seller stops responding and the account is no longer active.

Steps to Take:

• Attempt Contact: The consumer tries messaging the seller through Instagram, but there is no response.
• Report to Instagram: The consumer reports the account to Instagram for fraudulent activity.
• File a Dispute with UPI: The consumer contacts their bank or UPI service to dispute the payment, citing non-delivery of goods.
• Contact Consumer Protection: The consumer files a complaint with the National Consumer Helpline and shares the issue on social media to warn others.
• File a Police Report: The consumer files a cybercrime report with local authorities to investigate the fraudulent seller.

By following these steps, consumers can take action against fraudulent sellers on social media platforms and seek resolution through reporting, refunds, and legal channels. Preventive measures, such as verifying sellers and using secure payment methods, can help avoid falling victim to such scams in the future.