The increasing number of defrauded online shoppers highlights the need for stronger social initiatives that promote responsible online purchasing and raise consumer awareness

In recent weeks, defrauded online shoppers have been contacting the association eCommerce Hrvatska almost daily via phone and email, assuming it is the place to file complaints or, in some cases, even lawsuits regarding delivery of fake products.

According to the association’s vice president, lawyer Dijana Kladar, the correct address for such complaints is the Market Inspection under the State Inspectorate of the Republic of Croatia. However, since the goal of eCommerce Hrvatska and our Safeshop.hr portal is to help reduce fraud and increase online shopping safety, we decided to investigate the reports submitted by affected consumers.

One message from a defrauded customer reads: “I ordered a drone from you but received a pot, damaged and wrapped in PVC. The package cost 99 euros, and I will not easily forgive that. Please process a refund and take back the item I did not order.”

This is one of many messages received by the association, which has been working for 10 years to build trust in online shopping through educating both merchants and consumers, emphasizing careful purchasing from verified sellers. The growing number of such cases shows a need for broader social initiatives to promote responsible shopping and raise awareness of checking online store credibility. eCommerce Hrvatska has certified over 500 web stores, and buyers can shop safely on stores marked with the Safe Shop label.

Delivery service is not the sender

Fraudulent sellers—mostly based outside Croatia and advertised on social media—lure customers with offers that are too good to be true and use local logistics services for delivery. This often causes customers to wrongly blame delivery companies, as the package usually shows only the logistics company’s address.

One example involved a customer who ordered a 360-degree camera but received a useless plastic object. The package displayed the same sender and company address: Overseas Trade Co. Ltd. d.o.o., Zagreb. We requested clarification from Overseas, answered by Valentina Cvitković, Director of Legal and General Affairs and Authorized Signatory.

Cvitković explained that the package was from a Hong Kong client with whom Overseas has a delivery agreement. She emphasized that consumers should check the impressum of websites for registration and complaint information and noted that resolving fraud is the responsibility of the police and state prosecutor, with whom Overseas cooperates for official cases.

She added that Overseas does not know the package contents and cannot, except when notified by police or customs. The return address often shows Overseas’ warehouse for logistics purposes, causing confusion among recipients. Many foreign clients are consolidators who also do not know the package contents of their customers.

Key Questions and Answers

– Do you verify the legitimacy of the companies you work with, and how?

Each potential new client is checked via court registers, financial statements, and credit tracking systems (Fina, Bisnode.hr, Poslovna Hrvatska). EU clients are easier to verify; if no IMPRESSUM is available, we contact the Croatian Chamber of Commerce (HGK). For clients from third countries, we request company registry extracts, EORI or IOSS numbers, and shipping documentation. HGK can verify Hong Kong clients as well.

– What is Overseas’ policy for customer complaints about fraudulent sellers using your delivery?

We do not have “regular complaints.” When customers report suspected fraud, we direct them to contact the seller. Sales colleagues may also communicate with the customer to arrange compensation, but this requires the customer’s written consent; otherwise, Overseas would be liable to cover the cost.

– Can we assist the affected party?

We will contact the Hong Kong company for approval to compensate the customer and will provide updates. We recognize that these situations can affect our reputation and will consider all options, including ending cooperation with the partner.

The association eCommerce Hrvatska will continue building trust in online commerce and work with partners to highlight unfair practices and ensure defrauded customers are reimbursed.

Consumers must remain cautious, verify basic company information, check for store authenticity certificates, and avoid offers that are too good to be true.

Efforts produced results: on August 19, Overseas reported: “HK Preferat contacted both recipients on August 11 and offered refunds. We requested bank details from the victims (IBAN, SWIFT, bank name) and will continue monitoring the situation and provide updates.”