Online shopping in Pakistan has exploded, and so have the disputes - wrong items, counterfeits, damaged deliveries, cash-on-delivery scams, and sellers who simply vanish. The good news is that the law does not treat an online purchase as some lawless grey zone. It is a sale of goods or services, and the same consumer protection framework applies. The trick is knowing which forum actually solves your problem, because the fastest route depends entirely on what went wrong.
Your refund rights as an online buyer
Consumer protection in Pakistan is a provincial subject. Each province has its own statute and its own consumer courts - the Punjab Consumer Protection Act 2005, the Sindh Consumer Protection Act 2014, plus equivalents in Khyber Pakhtunkhwa, Balochistan, and the Islamabad Capital Territory. They differ in detail, but the core protections are the same: goods must match their description, be of merchantable quality, and be fit for purpose; services must be delivered with reasonable care; and a seller who misleads you or supplies a defective product owes you a remedy.
Where the goods are faulty, misdescribed or never delivered, the consumer court can order the seller to remove the defect, replace the product, refund the price, or pay compensation for your loss. Your order confirmation, chat logs, emails and payment receipts are all valid evidence - the Electronic Transactions Ordinance 2002 gives digital records the same legal standing as paper. For the underlying framework, see our overview of consumer protection laws in Pakistan and your specific refund rights.
Where to report: the four doors
Not every online shopping problem belongs in the same place. Match your situation to the correct forum before you spend time and effort in the wrong one:
| Your problem | Where to report | What they can do |
|---|---|---|
| Faulty, fake or misdescribed goods from a real seller | Consumer court (provincial) | Refund, replacement, repair, compensation |
| Fake store / outright scam / seller vanished with your money | FIA Cybercrime Wing / NCCIA (PECA 2016), helpline 1991 | Criminal investigation, tracing, recovery |
| Card charged wrongly, double charge, order paid but never shipped | Your bank, then the Banking Mohtasib | Chargeback / reversal of the payment |
| Platform seller misconduct (Daraz, OLX, etc.) | Platform's own resolution centre first | Mediated refund under buyer protection |
Step 1: Start with the platform or seller
Almost every dispute should begin here, and many end here. Major marketplaces operate buyer-protection schemes and return windows - open a dispute inside the app, select the correct reason (not as described, damaged, not received), and upload photos or an unboxing video. Cash-on-delivery gives you leverage: inspect before you pay where the platform allows it, and refuse a clearly wrong or damaged parcel.
Document everything from day one. Screenshot the listing, the price, the seller's return policy, your order and every chat. If the listing later disappears, those screenshots become your evidence. A seller's return and refund policy must be disclosed to you before you complete the purchase - save it.
Step 2: The consumer court
If the seller is genuine but refuses to refund, the consumer court is your forum. These courts are headed by a District and Sessions Judge (or Additional District and Sessions Judge) and are meant to be accessible without a lawyer. The process is straightforward:
| Step | What to do |
|---|---|
| 1. Legal notice | Serve a written 15-day legal notice on the seller demanding refund or replacement. This is a statutory pre-condition to filing. |
| 2. Wait out the notice | Give the seller the notice period to remedy the defect and pay damages. |
| 3. File the complaint | File in the consumer court of the district, within the limitation period (commonly 30 days from the cause of action in Punjab - this varies by province). |
| 4. Hearings | Attend with complete evidence - order records, notice, payment proof, photos. |
| 5. Decision | The court aims to decide the claim within six months of summons and can order refund plus compensation. |
For the full walkthrough, see our guides on consumer court procedure and how the consumer courts operate. If the issue is a poorly delivered service rather than a product, our note on complaints for deficient services covers that route.
Step 3: Report a scam to the cybercrime authority
Where the "seller" is a fraud - a fake Facebook or Instagram store, a cloned website, a courier scam, or a seller who took payment and disappeared - this is a crime, not just a consumer dispute. Report it to the federal cybercrime authority under the Prevention of Electronic Crimes Act (PECA) 2016. This function historically sat with the FIA Cybercrime Wing and, following 2024 reforms, largely with the National Cyber Crime Investigation Agency (NCCIA).
You can call the cyber helpline 1991 on working days, email a complaint, or visit a Cybercrime Reporting Centre. Several online shoppers have recovered funds from fake stores this way. Bring transaction IDs, the seller's phone number and bank / wallet account details, and all your screenshots. Our guides on cybercrime under PECA 2016 and how to recover money lost to online fraud explain what to expect.
Step 4: Dispute the payment with your bank and SBP
If you paid by debit or credit card and the order never shipped, you were double-charged, or the transaction was unauthorised, your bank is the fastest route to your money back. Raise a dispute / chargeback in writing with your card-issuing bank's Complaint Management Unit, attaching the order and proof of non-delivery. Say clearly that you will escalate to the Banking Mohtasib if unresolved.
If the bank does not resolve your complaint within 45 days, escalate to the Banking Mohtasib Pakistan, the State Bank's independent banking ombudsman. The service is free, needs no lawyer, and aims to decide within about two months. See our guide to banking complaints and the Mohtasib.
For unauthorised card charges specifically, our note on credit card disputes and the wider legal steps after financial fraud set out your options. Where large sums or a bank's own conduct are involved, the banking courts are the final judicial forum.
Build a clean evidence trail
Whichever door you take, your case is only as strong as your records. Keep these together from the moment a problem appears:
| Document | Why it matters |
|---|---|
| Order confirmation & invoice | Proves the contract, price and seller identity |
| Listing screenshot & return policy | Proves what was promised before disappearance |
| Payment receipt / bank statement entry | Proves you paid and the amount to recover |
| Photos / unboxing video | Proves the defect, damage or wrong item |
| Chat and email logs | Valid digital evidence under the ETO 2002 |
| Legal notice & delivery proof | Statutory pre-condition for consumer court |
Digital records such as WhatsApp chats are increasingly accepted - see how digital evidence works in Pakistani courts, and whether your online contract is enforceable. You can also find template notices in our legal forms library.
Frequently asked questions
Can I get a refund for a faulty online order?
Yes - the provincial Consumer Protection Acts entitle you to a repair, replacement or refund for defective or misdescribed goods. Start with the platform, then serve a 15-day notice, then file in the consumer court.
Where do I report an online shopping scam?
Report fake stores and outright fraud to the FIA Cybercrime Wing / NCCIA under PECA 2016 (helpline 1991). Use the consumer court for a genuine seller who will not refund, and the Banking Mohtasib for card or bank payment problems.
How do I reverse a card payment?
Raise a written dispute or chargeback with your card-issuing bank. If it is not resolved within 45 days, escalate free of charge to the Banking Mohtasib Pakistan.
Is there a deadline to complain?
Yes. You must serve a 15-day legal notice and file within the provincial limitation period (commonly 30 days from the cause of action in Punjab; it varies by province). The court aims to decide within six months.
Do I need a lawyer?
Not strictly - the consumer court and Banking Mohtasib are built to be used without counsel, but a lawyer helps where the claim is large or contested.