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If money has moved, call 1930 first, then notify your bank or payment provider and file the complaint at cybercrime.gov.in. A marketplace ticket, bank dispute, cybercrime report and consumer grievance serve different purposes, so a serious case may require several of them.
What to do in the first hour
- Stop communicating with the seller or caller and do not send a second payment for a refund, GST, verification or release fee.
- Call 1930 if money was transferred.
- Contact the bank, card issuer, wallet or UPI provider only through its official app, website, card or statement.
- Block or replace compromised cards, freeze access, cancel mandates and change exposed passwords or PINs.
- Save receipts, statements, URLs, chats, phone numbers, seller details and complaint numbers.
- File or complete the report at https://www.cybercrime.gov.in/.
- Report the seller or listing to the marketplace, then use the National Consumer Helpline if the issue remains unresolved.
Do not publicly post OTPs, UPI PINs, passwords, Aadhaar details or full card numbers. A person demanding an advance fee to recover your money may be running a second scam.
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1. Call the cyber-fraud helpline: 1930
Call 1930 immediately for a fake shopping website, non-delivery after payment, UPI or card fraud, a payment-link scam, fake customer care, refund deception or another cyber-enabled financial loss. Government consumer guidance directs cyber-financial-fraud victims to 1930 or the cybercrime portal (consumerhelpline.gov.in/public/otherdeptgrievancesportal).
Have these details ready
- Amount, date and time of the transaction.
- Payment method, bank or wallet and the transaction ID or UTR.
- Recipient UPI ID, account, phone number, email or website, if known.
- Order number, seller name and a short description of what happened.
Write down the acknowledgement number and follow instructions to complete the online report. Calling 1930 is an emergency reporting and coordination step, not a guaranteed refund. Recovery depends on how quickly the loss is reported, whether funds remain traceable, the payment method and the facts.
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2. File a complaint on the National Cyber Crime Reporting Portal
Use the financial-fraud route at cybercrime.gov.in to create a formal record, submit evidence and track the complaint. The portal also has a suspect-reporting facility for suspicious websites, phone numbers, email IDs and social-media URLs at cyber_suspect.aspx.
Information and upload limits
The portal’s financial-fraud checklist (Crime_AuthoLogin.aspx) asks for the incident date and time, a description of at least 200 characters, an accepted identity document, bank/wallet/merchant details, the 12-digit transaction ID or UTR where applicable, amount, date and evidence. Its checklist states that evidence files may be up to 10 MB each and the identity document up to 5 MB.
- Open the portal and select financial-fraud reporting.
- Use the registered mobile number and OTP to access the citizen account.
- Enter the transaction and incident details accurately.
- Upload identity and evidence files, then submit.
- Save the reference number and submission screenshots. The FAQ says relevant complaint references are sent by SMS and email.
- Track the case and answer requests from the investigating authority.
Evidence to preserve
- Order confirmation, invoice, product page and seller profile.
- Website address, marketplace listing, social handle and courier records.
- Chats, emails, SMS messages, call details and refund promises.
- Payment receipt, bank statement, UPI ID, QR code and recipient details.
- Screenshots showing a deleted listing, blocked account or refusal to refund.
Keep original files and unedited messages; do not crop out dates, URLs, transaction IDs or sender information.
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3. Report the transaction to your bank or payment provider
This is the route for account protection and a formal dispute. Use the official contact shown in your bank’s app, website, card or statement—not a number supplied by the alleged seller.
Ask for specific action
- Mark the transaction as fraudulent or unauthorised, as applicable.
- Block or replace cards and disable exposed UPI, wallet, online or international access.
- Stop recurring mandates or standing instructions.
- Raise a dispute and request reversal, hold, chargeback or recipient-bank coordination where available.
- Provide a registered complaint number and written acknowledgement.
RBI requires banks to provide channels for promptly reporting unauthorised electronic transactions and to take immediate steps after receiving a report (RBI notification).
Describe authorisation accurately
An unauthorised transaction is a debit you did not approve, such as a stolen card credential or account takeover. An authorised-but-induced payment is one you approved after a fake seller, refund agent or support caller deceived you. Report the facts; do not label a payment unauthorised merely because the purchase was fraudulent.
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RBI’s zero- and limited-liability framework concerns specified unauthorised electronic banking transactions. It does not guarantee a refund for every scam-induced UPI payment, failed order or counterfeit product. Liability can depend on customer conduct, reporting speed, the payment instrument and applicable rules, including whether the report was made within three working days, four to seven working days or later.
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For non-delivery, counterfeit or materially different goods, refusal to refund, misleading listings or deceptive commercial practices, first use the platform’s official order-help, return, refund or grievance process. Save the ticket, order number, seller identity, promised response date and all correspondence.
Escalate through NCH
Register at consumerhelpline.gov.in or call 1915. The National Consumer Helpline records the grievance and issues a docket number. Its website says a grievance may take up to 30 days to reach a logical conclusion; that is not a guaranteed refund deadline.
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Include the seller and marketplace, order and invoice numbers, dates, amount, payment method, prior complaint details and the remedy requested—delivery, cancellation, replacement or refund. NCH facilitates grievances; it is not a police investigation, cybercrime report or bank dispute. If deliberate fraud or payment misuse is involved, use those routes as well.
5. Escalate through RBI, NPCI or the police
| Problem | Next route | What it does |
|---|---|---|
| Bank or regulated payment provider closes an unresolved complaint | RBI Complaint Management System | Grievance redressal against eligible RBI-regulated entities after you first complain to the entity. |
| NPCI-operated payment transaction, especially UPI | NPCI complaint page plus your bank | Transaction-status and member-institution complaint route; NPCI says fraudulent or unauthorised transactions should be raised with the respective bank. |
| Need an FIR, written police record, local investigation, or threats/identity theft | Local police or cyber-police station | In-person law-enforcement route. For immediate danger, use emergency police assistance. |
Keep the original bank complaint number, dates, replies and transaction records for RBI CMS. Neither RBI CMS nor NPCI replaces 1930, the cybercrime portal or the bank fraud report.
Choose the combination that fits your case
| Situation | First actions |
|---|---|
| Paid a fake website by UPI | 1930, bank/UPI provider and cybercrime portal. |
| Card debited without permission | Card issuer or bank, 1930 and cybercrime portal; RBI CMS if unresolved. |
| Product never delivered | Seller or marketplace, NCH, and cybercrime reporting if the conduct appears deliberate or payment details were misused. |
| Counterfeit or materially different product | Marketplace, seller and NCH; preserve the listing, invoice and delivery evidence. |
| Fake refund or delivery call | Stop contact, notify the bank, call 1930 and file at the cybercrime portal. |
| No payment made yet | Report the suspect website, account or listing; do not claim a completed financial loss. |
Common mistakes to avoid
- Reporting only to the seller or marketplace.
- Waiting for a promised refund before notifying the bank.
- Using customer-care numbers found in search results or messages.
- Deleting chats after taking screenshots.
- Assuming a complaint guarantees recovery.
- Calling every failed order an unauthorised transaction.
- Sending OTPs, PINs or a recovery fee to an alleged official.
Special cases
Cash on delivery
If no digital payment was made, do not describe a nonexistent unauthorised bank transaction. Report counterfeit goods, seller deception, marketplace misconduct or threatening delivery behaviour to the platform, NCH and police where appropriate.
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Credentials or remote access exposed
Contact the bank immediately, block instruments, change passwords and PINs from a clean device, remove remote-access software, review recent transactions and mandates, preserve evidence, and use 1930 plus the cybercrime portal.
Foreign seller
You can report from India through the official cybercrime portal and should retain cross-border payment, website and seller information. The portal FAQ (FAQ.aspx) addresses complaints involving foreign nationals or companies, but no recovery outcome is guaranteed.
The practical rule is simple: when money has moved, use 1930 + your bank or payment provider + cybercrime.gov.in. Add the marketplace and NCH for consumer remedies, and use RBI, NPCI or police escalation according to the unresolved issue and the facts.
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