Shopping and paying safely online

Use a safe and secure wi-fi connection or mobile data when shopping online – fraudsters can use public wi-fi to steal information.

It’s also worth making sure your software and antivirus protection is up to date. You can find guidance on free antivirus software on MoneySavingExpertOpens in a new window

If you don’t recognise a retailer, always be careful before making a purchase. Especially if you’ve found a deal that seems too good to be true.  

It’s worth checking:

• feedback from others, such as reviews on TrustPilotOpens in a new window – just be aware these might not all be true
• the company is registered at Companies HouseOpens in a new window
• if they reply to emails or answer the phone
• that the site is legitimate using Get Safe Online’s website checkerOpens in a new window

Scammers can make fake sites to trick you into thinking it’s the real deal. So, even if it’s a brand you trust, check the website address bar:

• has a locked padlock symbol
• starts with https://
• has no spelling mistakes or strange characters.

See Am I being scammed? for help on recognising scams. 

Genuine sellers will list returns and delivery information on their website. It’s also useful to know in case anything goes wrong.

You should check: 

• how long delivery will take
• if you'll get a parcel tracking number
• what to do if the item is lost or arrives faulty
• how to return it if you change your mind.  

Always choose strong passwords for your online accounts, using a combination of upper case, lower case, numbers and special characters.

You can view guidance on creating a strong password on Get Safe OnlineOpens in a new window

A credit card gives you free spending protection on everything you buy. If something goes wrong and the retailer won’t give you a refund, you can ask your bank to give your money back.  

You get two levels of protection:

• Section 75 if the item costs between £100 to £30,000, even if you're only paying some of that amount of your credit card – the credit card provider has equal responsibility with the seller for faulty, unsatisfactory or undelivered items.

• Chargeback on all purchases – it’s best to claim as soon as you realise there’s a problem, as you'll usually need to claim within 120 days. Learn more about how it works in our section on Debit cards and chargeback.

Provided you pay the bill in full and on time each month, you won’t be charged interest. See our simple guide to credit cards for more information. 

If you don’t want to use a credit card:

• Debit cards also offer chargeback protection on all purchases (but not Section 75).
• PayPal has a buyer protection scheme if an item is not delivered or not as described. 

It’s best to avoid paying by bank transfer when shopping online. This is because it’s harder to get your money back, and you have much less protection if something goes wrong. 

If someone is asking you to pay by bank transfer, it could be a sign that it’s a scam. It’s a lot safer to use a payment method with built-in protection, such as credit cards. Some online payment methods also have buyer protection, such as PayPal. 

You’ll often be given the option to pay for an item in instalments, or at a later date, using what’s called Buy Now Pay Later (BNPL). This includes products like Klarna and PayPal’s ‘Pay in 3’, which are usually offered when you reach the checkout. 

BNPL is a form of short-term borrowing and you should think carefully before you use it. Think about whether the purchase is affordable, and how you’ll make the repayments.

The process to follow depends on what has happened.

If you have a problem with a purchase, like receiving a faulty item or not getting what you've paid for, always ask the company to sort it first. However, keep an eye on any time limits (such as the 120-day limit for making a chargeback claim) if the company is slow to respond. 

If they won’t give you a refund, you can ask your bank or credit card provider to give your money back if you paid by card. This includes if you’ve paid by card via an online payment system like PayPal or Apple Pay .

Your bank will investigate and let you know the outcome within eight weeks.

If you don’t agree, or the timeframe has passed, you can take your complaint to the free Financial Ombudsman Service. They’ll provide an independent decision on whether your bank’s response was fair or if they need to do more. For more information, see our full how to complain guide.

If something goes wrong, check if the site you’ve used to buy the item has any buyer protection. If it does, you might be able to get your money back if something goes wrong. 

You can find out which marketplaces offer online protection on Which?Opens in a new window You also get buyer protection if you use PayPal.

If you think you’ve used a fraudulent website or scammers have your details, quickly ask your bank to cancel your card. They might also be able to refund the transactions.

To speak to someone, call our financial crimes and scams unit on 0800 015 4402.

It’s also worth reporting it to:

• Action FraudOpens in a new window or by calling 0300 123 2040
• the police on 101Opens in a new window (if you’re in Scotland)
• FCA Scam SmartOpens in a new window