If an online seller took your money and did not deliver, or sent a fake or faulty item, act quickly. Save your proof, tell your bank or payment app, and complain to the platform. If you think it was fraud, report it to the National Cyber Crime Investigation Agency (NCCIA). For an honest dispute over a faulty product, a Consumer Court is the usual route. Here are the steps and what the sources say.
Step 1: Save Your Evidence Right Away
A guide on cyber fraud under PECA from commoner-law says to take timestamped screenshots, and to keep URLs, message threads, transaction records and phone numbers. It also says to screenshot messages from numbers before you block them. Keep these as well:
- The product page, price and the seller’s name or shop page.
- Your order confirmation, payment receipt and tracking details.
- Photos or video of the item, if you received something, taken when you open the parcel.
- Chats with the seller or rider.
Step 2: Contact Your Bank or Payment App
The commoner-law guide says to call your bank at once so it can try to freeze the receiving account, and that recovery odds drop sharply after the first day. It gives approximate timelines of 30 to 90 days for a fund freeze through the Banking Mohtasib. That page is undated and gives its own estimates, so ask your bank what it can do. Never share your OTP or PIN with anyone, even someone who says they are “helping you recover” your money.
Step 3: Complain to the Seller and the Platform
Write to the seller and say what went wrong and what you want, such as a refund or replacement. If you bought through a marketplace or app, also use its complaint or dispute option. I did not find sources on any platform’s complaint process, so follow the steps in the app or on the site you used. Keep a note of your complaint number.
Step 4: Report Fraud to the NCCIA
If the seller disappeared, the shop was fake or the page copied another business, treat it as cyber fraud.
- APP and Aaj News reported on 22 April 2025 that the government turned the Federal Investigation Agency’s (FIA) Cyber Crime Wing into an independent National Cyber Crime Investigation Agency (NCCIA). They say the FIA wing was dissolved and the FIA no longer deals with cybercrime complaints.
- The NCCIA focuses on online fraud, harassment, digital blackmail, identity theft, fake websites and social media crimes.
- To complain, use the NCCIA helpline 051-9106691, its email, or visit your nearest NCCIA circle office. The reports give an email address, but it was hidden in the text I could read, so find it on the NCCIA’s official channels.
The commoner-law guide, which is undated, still points to the FIA’s online form, its offices and the cyber helpline 1991. That may be out of date. Start with the NCCIA channels and check that the number works before you rely on it.
Penalties for Online Fraud
The commoner-law guide lists these penalties under the Prevention of Electronic Crimes Act (PECA) 2016, as it was passed:
- Electronic fraud (section 14): up to two years in prison, a fine of up to Rs10 million, or both.
- Unauthorised use of identity information (section 16): up to three years, a fine of up to Rs5 million, or both.
PECA has been amended since then, so check the current text. The guide also gives approximate timelines, such as 24 to 72 hours to register a complaint and 7 to 30 days for an FIR after a preliminary inquiry. These are estimates from one source.
If It Is a Faulty Product, Not a Scam
If the seller is real but sold you a defective product or poor service, a Consumer Court may be the right route. In Punjab you send a 15-day legal notice first, then file on plain paper. See our guide on how to file a consumer complaint in Pakistan. I did not find sources that say how Consumer Courts treat online sales, so ask the court office whether your case qualifies.
Warnings Before You Buy
- Be careful of prices far below the market rate.
- Check the seller’s page for a real address, a working phone number and reviews from real buyers.
- Prefer cash on delivery or a payment method that allows a dispute, and open the parcel in front of the rider if the seller allows it.
- Never pay an “advance fee” to a stranger to get an item “released.”
These tips are general advice, not from the sources above.
Beware of Recovery Scams
The commoner-law guide warns against anyone offering to get your money back for a fee. Report only through official channels. Do not pay agents or people who claim to be police, FBR or PTA staff on the phone.
What I Could Not Confirm
- Whether the NCCIA helpline 051-9106691 and its email are still current.
- Whether the 1991 helpline still works.
- Any marketplace’s own complaint steps.
- How Consumer Courts handle online purchases.
- The current text of PECA after its amendments.
This is general information, not legal advice.
Frequently Asked Questions
Who handles online shopping fraud in Pakistan?
The National Cyber Crime Investigation Agency (NCCIA), which took over from the FIA’s Cyber Crime Wing, according to APP.
What is the NCCIA helpline?
051-9106691, according to APP and Aaj News.
What should I do first?
Save your evidence and call your bank.
Can I get my money back?
It is not guaranteed. Acting within the first day improves the chances, according to one guide.
Should I pay someone to recover my money?
No. Recovery scams are common.
What if the product is just defective?
You can complain to the seller and, if needed, to a Consumer Court.
Save your proof, tell your bank, report fraud to the NCCIA and use official channels only.
