Paid, but received nothing?
What you can still do now depends on two things: how you paid and how long ago. Choose both below. You will see whether a deadline is still running and get your first step.
How did you pay, and when?
- 13 monthsrequest a recall
A transfer can only be stopped until the order reaches your bank. After that, a recall remains. The recipient’s bank answers within 15 banking days; money only comes back with the recipient’s consent.
The order when it has to be quick
Bank and payment provider first, because that is where deadlines run. You can do everything else afterwards, one step at a time.
Bank or payment provider
This is where deadlines run, so do it first. Call, then send a written confirmation. Wording and email templates are on the page for your payment method.
Deadlines and templates by methodSecure evidence
Fake shops often disappear quickly, and your proof goes with them. Save screenshots and also a PDF via the browser’s print function, so the address, date and time are included.
See the dossier for the shopWhat belongs in the evidence
- The shop’s address and screenshots of the product page, price, imprint and checkout, each with the address bar visible.
- Order confirmation and invoice, saved as an email with attachments.
- Proof of payment or bank statement showing recipient, IBAN, amount, date and reference.
- All messages with the shop, including your own attempt to reach it.
- Tracking number or shipping email, if there was one.
File a police report
In most German states you can do this online. Bavaria and Bremen currently do not accept online shopping fraud via their online station; there you go to a local police station. The page for your state lists the name and address of the online station, what it requires, the local consumer advice centre and the sources.
If the crime scene is unknown, as is usual with fake shops, choose the state where you live. All reporting bodies compared
Report the shop
We review your report. Once approved, it can warn others. With the IBAN from your transfer you can see whether approved reports already exist for that account.
Secure your accounts
The three steps for account and card
- If you created an account in the shop: change the password everywhere you also use it.
- If you entered card details: check your transactions and have the card blocked if in doubt.
- Expect phishing about your order. Do not open links in messages that refer to it.
Watch out for the second scam
After a loss, supposed helpers sometimes get in touch. Police and Watchlist Internet describe the pattern like this:
- They get in touch after the damage, often posing as a law firm, agency or authority, and claim to have found your money.
- Before anything is paid back, they ask for fees, taxes or access to your computer.
- Check a law firm in the German Federal Bar’s lawyer directory. Pay nothing in advance and grant no remote access.
Sources · checked on 2 October 2026
Frequently asked questions
Will I definitely get my money back?
No. It depends on the payment method and how quickly you act. Direct debit and PayPal goods payments have regulated routes with fixed deadlines. With an executed transfer, instant transfer, gift card or crypto it is very difficult.
What comes first: bank or police?
Bank or payment provider first, because that is where deadlines run. Call them and send a written confirmation afterwards. File the police report straight afterwards, in most German states online. A reference number helps with your bank and with PayPal.
Is a police report worth it if the perpetrators are abroad?
Yes. It enables investigations, and your bank or payment provider will often ask for a reference number. The reference number helps with your bank and with PayPal. In most German states the report can be filed online. If you do not know the place of the offence, as is usual with fake shops, use the state where you live.
Do I have to write to the shop even though it is a fake?
Often yes. Payment providers ask whether you tried to resolve the problem with the seller. Send a short message with a deadline and save it as evidence. Do not disclose any further data. Also keep all other messages with the shop, including your own attempt to reach it.
Someone offers to recover my money for a fee. Is that legitimate?
This is a known pattern of follow-up fraud. Police and Watchlist Internet warn about supposed law firms and agencies that demand advance payment after a loss. They claim to have found your money and ask for fees, taxes or remote access. Pay nothing in advance and check a law firm in the register of the Federal Bar Association.
This page is general guidance. Deadlines and prospects depend on the individual case and on the terms of your bank or payment provider. For a binding assessment, contact a consumer advice centre or a lawyer.