E-Commerce and Online Shopping Disputes in Pakistan
Reviewed by the Commoner Law editorial team. Sources: pakistancode.gov.pk, Punjab/Sindh/KP/Balochistan provincial codes, Supreme Court of Pakistan, FBR, EOBI, SBP, NEPRA, OGRA, PMDC, FIA, and provincial Healthcare Commissions. Provincial variations cite Punjab/Sindh/KP/Balochistan Acts and ICT-specific ordinances. Written in plain English with everyday Urdu legal terms (FIR, qabza, khula, NTN, CNIC) for a general audience — this is educational content, not legal advice. Our editorial standards
What is this right?
Cash on Delivery is the single best consumer protection a Pakistani online buyer has. Refuse a damaged or wrong package at the door and the courier takes it back; you have not paid a rupee. Everything else, prepaid cards, bank transfers, "sale only" deposits, is harder to unwind.
E-commerce here grew explosively after 2020. With it came a familiar industry of complaints. Fake sellers on Daraz. Mismatched products. Refunds that never arrive. OLX scammers selling stolen phones. Cloned online stores using subtle URL tricks. The remedies layer like this:
- Platform complaint: Daraz Buyer Protection (refund within 7 days for fake/damaged items); OLX dispute escalation; Telemart return policy.
- Cash on Delivery (COD): the most consumer-friendly route. Refuse delivery if the package is damaged or contents are wrong. Don't pay; the courier returns the item.
- Card prepaid: go to your bank for chargeback under SBP rules. Simultaneously file with Banking Mohtasib if the bank refuses.
- Bank transfer prepaid: the hardest to reverse. File at FIA Cyber Crime and the Consumer Court in parallel.
Specific frauds to watch:
- WhatsApp brand impersonators: messages from "official" numbers offering huge discounts. The genuine brand never DMs first.
- OTP theft on Daraz/OLX: scammer poses as buyer, asks for OTP "to confirm." Never share.
- Fake jobs requesting registration fee: legitimate Pakistani employers never charge for application.
- Cloned websites: subtle URL differences (.shop instead of .pk).
When does it apply?
- You've ordered online and the product is missing, damaged, or not as described.
- You've paid for a service that wasn't delivered.
- You're a victim of an e-commerce scam (fake store, OTP theft).
What to do for a defective online order
- Use the platform's dispute system first. Daraz, OLX, etc. have buyer-protection mechanisms. File within their window (7 days typical).
- For COD: refuse delivery if package looks tampered. Open in front of the courier when possible.
- For card payments: dispute with your bank within 30 days. SBP rules require banks to investigate and reverse for verified fraud.
- For bank transfers: file FIA Cyber Crime case immediately. The earlier the freeze, the better.
- For platform failure to refund: Consumer Court complaint after 15-day notice. Platforms generally comply once court action begins.
What should you NOT do?
- Don't share OTPs or click suspicious links. Most online fraud requires your active participation.
- Don't transfer money to "sellers" outside the platform's escrow. The protection only applies to in-platform transactions.
- Don't ignore COD damage. Refuse at the door — once accepted, return is much harder.
Frequently asked questions
Can I refuse Cash on Delivery?
Yes, especially if the package is damaged or you can verify the wrong item. Most courier services support refusal and return — the original payment isn't taken if you refuse delivery.
Will my bank reverse a card charge for online fraud?
Under SBP guidelines, banks must investigate verified fraud chargebacks within 45 days. File within 30 days of the transaction with documentation. If bank refuses, escalate to Banking Mohtasib.
Are platform refund timelines binding?
Yes. Platforms publish refund policies (typically 7–14 days). Beyond their stated timeline, you can sue for breach of consumer rights through the provincial Consumer Court.
When does e-commerce and online shopping disputes apply?
You've ordered online and the product is missing, damaged, or not as described.You've paid for a service that wasn't delivered.You're a victim of an e-commerce scam (fake store, OTP theft).
I bought something online and it's wrong — how do I get a refund in Pakistan?
Use the platform's dispute system first. Daraz, OLX, etc. have buyer-protection mechanisms. File within their window (7 days typical).For COD: refuse delivery if package looks tampered. Open in front of the courier when possible.For card payments: dispute with your bank within 30 days. SBP rules require banks to investigate and reverse for verified fraud.For bank transfers: file FIA Cyber Crime case immediately. The earlier the freeze, the better.For platform failure to refund: Consumer Court complaint after 15-day notice. Platforms generally comply once court action begins.
What mistakes should I avoid with e-commerce and online shopping disputes?
Don't share OTPs or click suspicious links. Most online fraud requires your active participation.Don't transfer money to "sellers" outside the platform's escrow. The protection only applies to in-platform transactions.Don't ignore COD damage. Refuse at the door — once accepted, return is much harder.