Online Reporter
Ivan Zhakata
Herald Correspondent
THE Consumer Council of Zimbabwe (CCZ) has raised concern over a surge in online retail scams, with consumers increasingly losing money to fraudulent social media sellers and unregistered online trading platforms.
In a statement, CCZ said it has recorded a significant increase in complaints involving online transactions where consumers paid for goods that were never delivered, received products that were materially different from those advertised, or failed to obtain refunds after sellers stopped communicating.
Most of the complaints involve transactions conducted through social media platforms, online marketplaces and informal e-commerce channels.
CCZ chief executive officer Mrs Rosemary Mpofu said the increase in online fraud was threatening consumer confidence in the country’s growing digital commerce sector.
“The Consumer Council of Zimbabwe wishes to express its growing concern over the increasing number of complaints being received from consumers who have fallen victim to fraudulent online retail platforms and social media-based sellers,” she said.
Mrs Mpofu said as Zimbabwe continues to embrace digital commerce, consumers and businesses must understand their rights and obligations under the Consumer Protection Act (Chapter 14:44).
She said Section 52 of the Act requires suppliers offering goods and services electronically to provide consumers with adequate information, including their identity, physical address, contact details, pricing information, delivery arrangements and terms and conditions of sale.
“The Act seeks to promote transparency, accountability and consumer confidence in electronic commerce by ensuring that consumers are not misled or subjected to unfair, deceptive or fraudulent practices,” said Mrs Mpofu.
She expressed concern over many online retailers operating without disclosing sufficient business information, making it difficult for consumers to verify their legitimacy or seek recourse when disputes arise.
“In many cases, consumers are only provided with a mobile number or social media account, which often becomes inaccessible after payment has been made,” Mrs Mpofu said.
The warning comes against the backdrop of growing online trading activity in Zimbabwe, particularly on social media platforms such as Facebook, WhatsApp, TikTok and Instagram, where thousands of consumers buy goods ranging from clothing and electronics to household items and motor vehicle accessories.
Over the past few years, reports of online fraud have become increasingly common, with scammers creating fake business pages, using stolen product images and offering heavily discounted prices to lure unsuspecting buyers. After receiving payments through mobile money platforms or bank transfers, some fraudsters disappear without delivering the goods.
Consumer organisations and law enforcement agencies have repeatedly warned the public about the risks associated with dealing with unverified online sellers, particularly as internet penetration and digital payment systems continue to expand across the country.
CCZ urged consumers to verify the identity and physical location of sellers before making payments, avoid paying the full amount upfront to unknown traders, retain proof of transactions and be cautious of deals that appear too good to be true.
The consumer watchdog also called on online businesses and social media traders to comply with the Consumer Protection Act by providing accurate information, delivering products as advertised and responding promptly to customer complaints.
CCZ further urged regulatory authorities, digital platform operators and law enforcement agencies to strengthen efforts to combat online fraud and promote safer digital marketplaces.
Consumers who encounter challenges with online transactions have been encouraged to report cases to the council for assistance, complaint handling and dispute resolution.
The council said while e-commerce continues to create opportunities for businesses and consumers, its long-term growth depends on transparency, accountability and compliance with the law.
