The Consumer Council of Zimbabwe has raised concern over a surge in online retail scams, warning that a growing number of consumers are losing money to fraudulent sellers operating on social media platforms and informal online marketplaces.

In a statement, CCZ Chief Executive Officer Rosemary Mpofu said the Council has recorded a significant increase in complaints from consumers who pay for goods that are never delivered, receive products that differ from those advertised, or fail to obtain refunds after sellers disappear.

"We are increasingly concerned by the growing number of consumers falling victim to fraudulent online retail platforms and social media-based sellers. Many people are paying for goods that are never delivered or receiving products that are significantly different from what was advertised," said Mpofu.

She said that as Zimbabwe continues to embrace digital commerce, both consumers and businesses must understand their rights and obligations under the Consumer Protection Act [Chapter 14:44].

According to the Council, the law requires suppliers offering goods or services electronically to provide sufficient information to enable informed purchasing decisions. This includes their identity, physical address, contact details, product descriptions, pricing information, delivery arrangements, and the terms and conditions governing transactions.

"Transparency and honesty are essential in building trust in the digital marketplace," Mpofu said.

The CCZ noted that many online retailers fail to disclose adequate business information, making it difficult for consumers to verify their legitimacy or seek recourse when disputes arise. In many cases, buyers are left with only a mobile phone number or social media account that becomes unreachable once payment has been made.

Mpofu urged consumers to exercise caution when making online purchases.

"Consumers should verify the identity and physical location of sellers, request proof of business registration where possible, and avoid making full upfront payments to unknown traders. Keeping records of advertisements, receipts and payment confirmations can also be crucial if disputes arise," she said.

The Council also advised consumers to be wary of deals that appear too good to be true and, where possible, purchase from reputable and established online retailers.

At the same time, CCZ called on online businesses and social media traders to comply fully with the Consumer Protection Act by providing accurate information, honouring contractual obligations, delivering products as advertised, and responding promptly to consumer complaints.

"Responsible business practices are key to sustaining confidence in e-commerce," Mpofu said.

The consumer watchdog further urged regulators, digital platform operators, law enforcement agencies and other stakeholders to strengthen efforts to combat online fraud and promote safer digital marketplaces.

Consumers experiencing problems with online transactions have been encouraged to report cases to the Consumer Council of Zimbabwe for guidance, complaint handling, conciliation and dispute resolution.

"The growth of e-commerce presents immense opportunities for businesses and consumers. However, those opportunities can only be fully realised if transactions are conducted transparently, responsibly and in accordance with the law," said Mpofu.