Non-delivery, goods differing from the listing, and a fake shop can initially look similar, yet they need different responses. Build a dated account of events and preserve original evidence before deciding whether to approach the trader, platform, payment provider, Consumer Council, or police. Do not send another payment or reveal verification codes to unlock a refund. An organised record helps the recipient understand what happened and what remedy you are seeking.
What to have ready
Before you start
Consumer Council material discusses common online purchase and return issues. Police anti-scam tools can assist checks of suspicious numbers, websites, or payment details, but an absence of a warning does not establish safety. Review the seller's name, usable contact, marketplace identity, and payment recipient rather than trusting a polished site or social-media approval. Keep the promised delivery and return terms from the time of purchase, since a later webpage may have changed.
What to do, step by step
- Preserve the address, date, and full listing evidence, noting the model, quantity, delivery promise, and return terms rather than retaining only a product photograph.
- Gather the order and payment record, original conversations, tracking, and photographs of the received goods. Redact unnecessary personal information when sharing copies outside the case.
- Request a specific remedy from the trader or platform with a clear timeline and retain responses and deadlines. Do not sign in through an unsolicited refund link.
- Use Consumer Council or another appropriate route for an ordinary consumer dispute. For suspected fraud, promptly contact the payment institution and police, keeping their references.
Costs, timing, and things to check
Marketplace protection, card disputes, and returns have particular terms and deadlines. Do not assume a guaranteed refund or a universal unconditional cooling-off period for every Hong Kong online purchase.
Keep messages instead of deleting them during an argument. Avoid publicly posting complete phone numbers, account details, or identity documents; submit evidence through the proper channel.
A practical example
An order promises dispatch within a week but has no verifiable tracking three weeks later. Save the original promise and payment, list each enquiry and response, then request delivery or a refund. If the seller demands a further transfer before refunding you, stop paying and independently contact the payment provider and police. The records distinguish the original delivery dispute from the new suspicious payment request.
Retain original evidence and a timeline, and route remedies and suspected fraud appropriately.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.