Scammed by an Online Seller in Malaysia? Here's Exactly What to Do
A step-by-step guide for Malaysian shoppers: what to do the moment you suspect an online seller has scammed you — from freezing the payment to filing with KPDN, the Tribunal, and the police.
22 July 2026 · 6 min read
Most sellers on Tokoo — and in Malaysia's online marketplace generally — are honest businesses trying to earn a living. But if you've paid for something and the seller has gone quiet, sent the wrong item, or simply disappeared, you're not out of options. Here's exactly what to do, in the order that actually works.
The short version
- Stop, screenshot everything, and note the exact date, amount and payment method.
- Check whether the store shows an SSM registration number.
- Report the store through the platform first.
- Check Semak Mule and consider a police report before disputing with your bank.
- The Tribunal for Consumer Claims (TTPM) is free for claims under RM50,000.
Step 1: Stop and gather your evidence
Before you do anything else, collect proof while it's still easy to find. Screenshot the product listing, your order confirmation, your chat history with the seller, and your payment receipt or bank/e-wallet transaction reference. Note the exact date, amount, and the seller's phone number, WhatsApp number and store name. If the seller later deletes their listing or blocks you, this is the only record you'll have.
Evidence checklist
- Screenshot of the product listing and price
- Order confirmation / receipt
- Full chat history with the seller
- Payment proof: bank transfer slip, e-wallet or card transaction ID
- Seller's name, phone number, WhatsApp number and store name/URL
Step 2: Contact the seller — in writing, with a deadline
Message the seller in writing (not just a call) asking for the item, a replacement, or a refund, and give a clear, reasonable deadline — 3 to 5 days is standard. A written message with a deadline does two things: it gives a legitimate seller who might just be overwhelmed or on holiday a fair chance to fix it, and it becomes evidence that you gave notice if you need to escalate later.
Step 3: Check who you actually paid
This is where it matters whether the store shows real seller information. Tokoo lets merchants register as an individual or a business, and when a merchant registers as a business, their SSM (Suruhanjaya Syarikat Malaysia) registration number is shown right in the store's footer. If it's there, you already know the legal entity you paid — which makes every step below faster, because the platform, the Tribunal, and even the police can act on a real registration number far more easily than on a WhatsApp number alone.
No SSM number showing?
That alone isn't proof of a scam — many small, honest sellers haven't registered yet. But it does mean you should lean harder on the steps below, especially reporting through the platform and checking Semak Mule before you pay again.
Step 4: Report the store on the platform
Every Tokoo storefront has a "Report this store" link in the footer — no login required. Use it to describe what happened and attach your evidence. Reports go straight to the platform's trust and safety review queue, and repeated or serious reports affect a seller's standing on the platform. This is usually the fastest channel, because the platform can act on the account directly rather than waiting on a legal process.
Step 5: Match your next move to how you paid
How you paid determines who can actually pull the money back — so this is the fork in the road.
| Bank transfer / FPX | Card payment | E-wallet | |
|---|---|---|---|
| Who to contact first | Your bank, plus a police report | Your card-issuing bank | The e-wallet provider's support |
| Recourse available | Bank may freeze the receiving account if you report fast | Chargeback / dispute, usually within 60–120 days | Provider-specific fraud investigation |
| Speed that matters | Very time-sensitive — funds move within hours | File within the bank's dispute window | Report as soon as possible |
Check Semak Mule before you pay — or right after
PDRM's Semak Mule tool lets you check whether a bank account number has already been reported for scams. Check it before transferring money to a stranger's personal account, and check it again if you're now worried you've been scammed.
Step 6: Escalate through official channels
If the seller won't cooperate and the platform report hasn't resolved it, Malaysia has real, accessible channels for this — and none of them require a lawyer.
Within 24 hours if you suspect fraud
Call the National Scam Response Centre
Call 997 (NSRC) to report a suspected scam and get advice on freezing the transaction — speed matters most here.
Anytime
Lodge a complaint with KPDN
The Ministry of Domestic Trade and Cost of Living (KPDN) handles complaints against errant online sellers via the ePPAA portal, the myKPDN app, or the hotline 1-800-886-800.
For claims up to RM50,000
File a claim with the Tribunal (TTPM)
Tribunal Tuntutan Pengguna Malaysia is a free, lawyer-free small-claims tribunal built for disputes like this. File online and the tribunal will summon the seller to a hearing.
If you believe it's a scam, not just a bad seller
Make a police report
A police report gives you a report number your bank will usually ask for before acting on a fraud dispute, and it feeds into PDRM's commercial crime records.
How to avoid the next one
A few habits do most of the protecting, before you ever need to file a complaint.
Before you pay a new seller
- Look for an SSM registration number or verified business details on the store
- Check Semak Mule if you're transferring to a personal bank account
- Prefer a payment gateway (card, FPX, e-wallet) over a direct bank transfer to a stranger
- Read recent reviews and check how long the store has been active
- Be wary of prices far below everyone else's for the same item
- SSM registration number
- A unique number issued by Suruhanjaya Syarikat Malaysia (the Companies Commission) when a business is formally registered. On Tokoo, a merchant who registers as a business has this number shown in their store's footer — it identifies the legal entity you're actually buying from.
Something feel off about a store?
Every Tokoo store has a "Report this store" link right in the footer — no account needed.
Contact usFrequently asked questions
Can I get my money back if I've been scammed online in Malaysia?+
Often, yes — especially if you act fast. Report to your bank immediately, file a police report, and lodge a complaint with KPDN or the Tribunal for Consumer Claims (TTPM). Speed matters most for bank transfers, since funds can move out of the receiving account within hours.
What is the Tribunal for Consumer Claims (TTPM) and how do I use it?+
Tribunal Tuntutan Pengguna Malaysia is a free government tribunal for consumer claims up to RM50,000. You file online without a lawyer, and the tribunal summons the seller to a hearing — it's built for disputes like an undelivered or misrepresented online order.
How does Tokoo protect buyers from bad sellers?+
Tokoo lets merchants register their business details, including an SSM registration number shown publicly in the store footer for registered businesses, and every store has a built-in "Report this store" link that goes straight to the platform's trust and safety team.
What happens after I report a store on Tokoo?+
Your report goes to the platform's review queue along with any evidence you attach. The platform reviews the store's standing, and repeated or serious reports affect the seller's account — this is separate from, and usually faster than, filing an official complaint.
Should I report to the police for an online purchase gone wrong?+
If you believe it's a scam rather than a slow or careless seller, yes. A police report gives you a reference number that banks typically require before acting on a fraud dispute, and it helps PDRM track repeat offenders.
Sources
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