Online retail fraud hits Zimbabwe

The Consumer Council of Zimbabwe (CCZ) has urged consumers to exercise extreme caution when purchasing goods online amid a growing wave of complaints involving fraudulent retailers operating through social media platforms and other digital marketplaces.

The consumer watchdog says it has recorded a significant increase in cases where buyers pay for products that are never delivered, receive goods that differ substantially from what was advertised, or fail to secure refunds after sellers abruptly cease communication.

CCZ chief executive officer Rosemary Mpofu said online shopping scams are becoming an increasing concern as more Zimbabweans embrace digital commerce.

"Consumers must be vigilant when engaging in online transactions. We are increasingly receiving complaints from people who have lost money to fraudulent online retailers and social media-based sellers who disappear after receiving payment," Mpofu said.

According to the CCZ, many complaints involve transactions conducted through social media pages, online marketplaces and informal e-commerce platforms where sellers provide limited information about their businesses.

In many cases, consumers are only given a mobile phone number or social media account as a point of contact, which often becomes inaccessible once payment has been made.

Mpofu warned that while online shopping offers convenience and wider access to products, some traders are exploiting the digital environment by operating without adequate business information, making it difficult for consumers to verify their legitimacy or pursue complaints when disputes arise.

She noted that the Consumer Protection Act [Chapter 14:44] provides safeguards for electronic commerce and places obligations on online suppliers to disclose essential business information.

"The law seeks to promote transparency, accountability and consumer confidence in electronic commerce. Consumers have a right to adequate information before making purchasing decisions and should not be subjected to deceptive or fraudulent practices," Mpofu said.

Under the legislation, online retailers are required to provide information including their identity, physical address, contact details, product pricing, delivery arrangements and applicable terms and conditions.

The CCZ says compliance with these requirements is critical to ensuring consumer protection and building trust in Zimbabwe's growing digital marketplace.

To minimise the risk of fraud, the consumer watchdog advised consumers to verify sellers before making payments, request proof of business registration where possible and avoid making purchases from vendors who refuse to provide clear contact details.

The organisation also urged consumers to be cautious of heavily discounted offers or deals that appear unusually attractive.

"The public should be wary of offers that seem too good to be true and should, wherever possible, purchase from reputable and established online retailers," Mpofu said.

The warning comes as Zimbabwe experiences increased adoption of online shopping, mobile payments and social media-based commerce, trends that have created new opportunities for both legitimate businesses and fraudsters.

Consumer advocates say greater awareness, stronger enforcement of consumer protection laws and improved due diligence by buyers will be essential in reducing online shopping scams and protecting consumers from financial losses.

As digital commerce continues to expand, the CCZ has encouraged consumers to report suspected fraud and unethical business practices to the relevant authorities to help improve accountability within the online marketplace.