Online marketplace scam refund — Facebook, Gumtree, and Vinted fraud.

You found the item, agreed a price, paid — and nothing arrived. Or what arrived was fake, broken, or entirely different from what was listed. Marketplace purchase scams are the most reported APP fraud category by volume. You have real legal options, and more than one route to a refund.

Can I get a refund for a Facebook Marketplace or Gumtree scam?

It depends on how you paid. Bank transfers are covered by the PSR Mandatory Reimbursement Scheme (in force from 7 October 2024) up to £85,000. PayPal Goods & Services payments trigger PayPal's buyer protection. Credit card payments of £100–£30,000 are covered by Section 75 Consumer Credit Act 1974. Debit card payments may have chargeback rights. Cash payments are the hardest to recover. Always choose a traceable payment method.

I paid by bank transfer and the seller disappeared. My bank says I authorised the payment.

Your bank is correct that you authorised the payment — but the PSR Mandatory Reimbursement Scheme exists precisely because "you authorised it" is no longer a complete defence to an APP fraud claim. The bank must reimburse you up to £85,000 unless it can prove gross negligence. Paying for goods you genuinely believed existed is not gross negligence.

The seller had good reviews. Does that affect my claim?

No — positive reviews are sometimes fabricated, and even genuine sellers' accounts can be taken over by fraudsters. The presence of reviews is evidence that you took reasonable precautions, not that you were negligent. A plausible seller profile may strengthen the argument that the deception was sophisticated.

What if I collected the item and it was a fake or was not what was advertised?

In-person purchase fraud (fake goods or significant misrepresentation of what was sold) is still covered by PSR APP fraud rules if the payment was a bank transfer made because of the misrepresentation. For credit card payments, Section 75 Consumer Credit Act 1974 covers misrepresentation. The key is that your authorisation to pay was procured by a false description of the goods.

The marketplace (Facebook, Gumtree) says it is not responsible. Is that right?

The marketplace's own liability is a separate question from your bank's refund obligations. Under the PSR scheme, your claim is against the bank that processed your payment, not against the platform. However, large platforms may have their own buyer protection schemes worth investigating in parallel.

I was the seller and the buyer's payment bounced or was fraudulent. Can I claim?

Seller-side fraud (overpayment cheque scams, fraudulent payment confirmation screenshots, fake bank transfer notifications) is a different claim. If you sent goods and never received valid payment, report to Action Fraud and contact your bank. The PSR scheme primarily covers payers, not payees, but the bank may be able to assist depending on the mechanism of the fraud.

Scam Refund · Scam Types

Online marketplace scam refund — Facebook, Gumtree, and Vinted fraud.

How marketplace scams work

Online marketplace fraud — classified as “purchase scam” under the PSR Mandatory Reimbursement Scheme — is the most common APP fraud category by number of cases. UK Finance data shows purchase scams account for around 70% of all APP fraud incidents, though lower-value cases mean they represent a smaller share of the total financial loss.

The pattern is consistent. A listing appears on Facebook Marketplace, Gumtree, Vinted, eBay, or Shpock for an item that is in high demand, priced attractively, or available urgently. The seller is communicative and friendly. They ask to deal outside the platform’s protected payment system — “bank transfer is easier and the fees are lower” — or they use Vinted or eBay in a way that bypasses buyer protection. You pay. The item does not arrive and the seller cannot be contacted.

Common target items include: concert and festival tickets, high-value electronics (gaming consoles, phones, laptops), vehicles and motorbikes, holiday accommodation, designer goods, and puppies and kittens. The “puppy scam” and “ticket scam” are sub-variants with their own characteristics but the same legal treatment.

How buyers are manipulated

Scammers exploit urgency (“I have three other interested buyers”), scarcity (“there is only one left”), and social proof (fake or stolen positive reviews). They sometimes accept the first payment, then claim a shipping problem that requires an additional payment. They take advantage of the relative trust users place in established platforms, even when the actual transaction bypasses the platform’s protections.

On Facebook Marketplace in particular, scammers frequently hack legitimate accounts with years of activity, giving their listing a veneer of genuine community presence. Vinted scammers sometimes send fake “payment received” screenshots to make the seller release the goods before the payment clears — though this primarily affects sellers, not buyers.

Red flags to watch for

What to do in the first 24 hours

Your legal refund options

PSR Mandatory Reimbursement Scheme (bank transfer)

Purchase scams paid by bank transfer from a UK account to a UK-domiciled account fall under the PSR Mandatory Reimbursement Scheme (in force 7 October 2024). Your sending bank must reimburse you up to

applies for non-vulnerable consumers. The bank must refund within five working days of your report or write with reasons. It can only refuse if it proves gross negligence. See our guide on the

for the full legal framework.

Section 75 Consumer Credit Act 1974 (credit card, £100–£30,000)

If you paid on a credit card for an item between £100 and £30,000 and either did not receive it or it was significantly misrepresented, Section 75 of the Consumer Credit Act 1974 makes your credit card issuer jointly liable. This is a statutory right that cannot be contractually excluded. You do not need to exhaust your claim against the seller first.

Chargeback (debit card or credit card below £100)

Visa, Mastercard, and Amex operate chargeback schemes that allow your bank to reverse a card payment where the merchant failed to deliver goods as described. This applies to both debit and credit card payments and does not have the £100 minimum of Section 75. Chargeback is a scheme rule, not a statutory right, but banks are expected to pursue it in clear cases of non-delivery.

PayPal Goods & Services

PayPal’s Buyer Protection covers purchases made through the Goods & Services option (not Friends & Family). If the item is not received or is significantly not as described, PayPal will typically refund the full purchase amount including original shipping. You must open a dispute within 180 days of the payment date.

How banks refuse — and how to push back

“You were warned not to pay by bank transfer on the marketplace.”

Platform warnings vary significantly in prominence and specificity. Many users never see them, or see them only in buried terms and conditions. The bank must identify the specific, contemporaneous warning and explain why it should have prevented a reasonable person from proceeding. Generic T&C warnings are legally insufficient for PSR purposes.

“You chose to deal outside the platform’s protections.”

The scammer specifically persuaded you to deal outside platform protection, often with a plausible reason. Being persuaded by a fraudulent seller to use a particular payment method is part of the fraud, not evidence against your claim. Many victims had no clear understanding that bank transfer carried different risks from PayPal Goods & Services.

“The seller’s account appeared legitimate with positive reviews.”

A legitimate-looking seller profile is evidence of a sophisticated fraud, not evidence that you were negligent in trusting it. The FOS regularly upholds complaints where victims trusted apparently genuine accounts that turned out to be hijacked or fabricated.

Escalating if your bank refuses

If the bank refuses your claim and sends a final response letter, you have six months to escalate to the

. The FOS is free, independent, and can order full reimbursement, 8% interest, and distress compensation. For related purchase fraud, see our

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Not legal advice. This guide is for general information only. For advice specific to your circumstances, consult a regulated legal professional or contact Citizens Advice.