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Purchase scam

Paying for goods, vehicles, rentals or tickets that never arrive.

You paid for goods, a vehicle, a rental or tickets that never existed or never arrived.

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A young couple on their sofa looking disappointed at a phone, with a laptop open on a shopping page.
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How the scam works

Purchase scams are common on marketplaces and social media: cars, pets, holiday lets, tickets and electronics at attractive prices. The seller asks for a bank transfer instead of the platform's protected payment and then disappears.

  1. 1

    A great deal

    You find a car, a pet, a holiday let, tickets or electronics at an attractive price on a marketplace, social media or a website.

  2. 2

    Off the platform

    The seller asks you to pay by bank transfer rather than through the site’s protected checkout, often with a reason why.

  3. 3

    Pressure to pay

    Other buyers are “interested”, so you must pay a deposit or the full amount now, often without seeing the item.

  4. 4

    Nothing arrives

    The seller stops responding, the listing disappears, and the item never existed.

An example of how it happens
A couple found a used car on a social media marketplace for £3,000 below its usual price. The seller was “working away” and asked for a bank transfer to hold it. After paying, they never heard from the seller again.
Illustrative example based on common cases, not a real client.

Warning signs

  • Prices well below what similar items sell for
  • A seller who will not let you see the item or meet
  • Requests to pay by bank transfer outside the marketplace
  • Pressure because "other buyers are interested"
  • A new or copied seller profile with few real reviews

How to protect yourself

  • Pay through the platform’s protected checkout or by credit card
  • See items, vehicles or rentals in person before paying
  • Be wary of prices far below similar listings
  • Check seller reviews and how long their account has existed

Can you get your money back?

Often, yes. It depends mainly on how you paid. These are the routes that usually apply to this type of scam.

  • Bank transfer (Faster Payments or CHAPS)

    Since 7 October 2024, UK banks must reimburse most victims of authorised push payment fraud, up to £85,000 per claim, if it is reported within 13 months. Earlier payments may fall under the voluntary CRM Code or the bank’s duty of care.

    How the money-back rules work

  • Debit or credit card

    You may be able to ask your card provider for a chargeback, or claim under Section 75 for credit card purchases between £100 and £30,000. Chargebacks have strict time limits, so act quickly.

A general guide to UK rules. Every case depends on its facts, and nobody can guarantee an outcome. Check your bank.

If it has just happened

Speed matters. These steps protect you and give your bank the best chance to act.

Call your bank first, using the number on your card or its official website. Do not use numbers given to you by the caller or in a message.

A woman on the phone to her bank, holding her card and looking at her laptop.

  1. Contact your bank now

    Call the number on the back of your card or on your bank's official website. Tell them it is fraud. The sooner they know, the better the chance of stopping or tracing payments.

  2. Stop further payments

    Do not send any more money, even if you are promised a refund, a release fee or a withdrawal. Stop contact with the scammer.

  3. Secure your accounts

    Change passwords for your email and banking, remove any remote-access apps, and turn on two-step verification.

  4. Report it

    Report the crime to the police or your national fraud reporting service and keep the reference number.

  5. Keep the evidence

    Save messages, emails, screenshots, website addresses, wallet addresses and statements showing every payment.

A case handler wearing a headset, listening to a caller and taking notes.
How we can help

We build the case, you follow every step

We review what happened for free, help you gather the evidence, and pursue a complaint with your bank, escalating to the ombudsman if needed. You can also claim for free yourself.

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Questions about this type of scam

I paid by bank transfer outside the marketplace. Can I claim?

Often, yes. Purchase scams paid by bank transfer can fall under the reimbursement rules, though your bank will look at the steps you took.

I paid by card. What are my options?

Ask your card provider about a chargeback, or Section 75 if it was a credit card purchase between £100 and £30,000.

The amount was small. Is it worth claiming?

Every loss matters. Your bank may deduct an excess of up to £100 under the rules, but smaller claims are still worth reporting.

Can you guarantee I will get my money back?

No. Nobody can honestly guarantee a recovery. Outcomes depend on how the payments were made, what your bank did, the rules that apply and the evidence available. Be wary of anyone who promises a guaranteed result.

Do I have to use a company to make a claim?

No. You can complain to your bank yourself for free and, if needed, escalate to the ombudsman yourself. Our Claim it yourself guide explains how. Some people prefer help with the evidence and the process, and that is what we offer.

What does it cost?

Our fees are set out in full on the Our fees page before you sign anything. You will never be asked to pay a "release fee", a "tax" or anything in cryptocurrency to receive recovered money.

How long does it take?

It varies. Banks usually respond to a complaint within a few weeks. If a case goes to the ombudsman, it can take several months. Your portal shows each step as it happens.

All questions

Further reading

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