{"type":"document","data":{"id":"fd27d6d5-d487-4973-a4ab-f74faf3807a7","localeString":"en-GB","publishDate":"2026-02-20T16:59:10.357+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"What to do when you've bought something online but didn't receive it"},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"Have you bought something online, for example via Marktplaats, but never received it? And were you unable to resolve the issue with the seller? That’s extremely frustrating. We may be able to help you. Below you’ll find your options. Please note: we can only help if you are an ING customer.","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/e27dc3de-49b8-427c-b33e-8fe826bb9f6b/Man-using-smart-phone-while-sitting-on-table","type":"image","width":5700,"altTextEN":"\"\"","altTextNL":"\"\"","altTextFR":"\"\"","altTextDE":"\"\"","original":"https://assets.ing.com/m/67542d66c83e44be/original/Man-using-smart-phone-while-sitting-on-table.jpg","extension":"jpg"},"title":"Receiving help after online purchase fraud"},"backLink":{"textLink":{"url":"/en/bank/safe-banking","text":"Safe banking"}}},"flexZone":{"flexComponents":[{"componentType":"paragraph","title":"What can you do to get your money back?","richBody":{"value":"<ul><li><p>First, try to contact the seller and ask what went wrong. Your parcel may still be on its way, delivered to the wrong address, or there may be another explanation you can resolve together.<br />Is that no longer an option and do you suspect fraud? Then:</p></li><li>Report the seller to the police via politie.nl.</li><li>Report the fraud to the platform, such as Marktplaats.</li><li>Contact a legal adviser. They can explain your options for recovering your money through a civil procedure.</li></ul>"}},{"componentType":"paragraph","title":"I want to start a civil procedure against the recipient of the money","richBody":{"value":"<p>Have you contacted a legal adviser and do you want to recover your money from the seller through a civil procedure? In that case, you will need the recipient’s contact details. We may be able to help you obtain these details. Please note: we can only help if you are an ING customer.</p><ul><li>Check the <strong>police website</strong> to see whether there are any reports linked to the IBAN you transferred the money to.</li><li>Is there a report linked to that IBAN? Then we can help you request the seller’s contact details.</li><li>Is there no report linked to the IBAN? Unfortunately, we cannot help you further at this stage. Check again later to see if a report has been registered. If not, discuss your remaining options with a legal adviser.</li></ul>"}},{"componentType":"paragraph","title":"What does ING do for you?","richBody":{"value":"<ul><li><p>We can only help if <a href=\"https://www.politie.nl/aangifte-of-melding-doen/controleer-handelspartij.html\">the police website</a> shows a report linked to the IBAN you transferred the money to and if the transaction took place no more than 13 months ago.</p></li><li>If a report is registered for the IBAN, send a copy of your police report and a screenshot of the IBAN report to fraude@ing.nl.</li><li>We will assess your request and send a letter to the recipient of the money. This letter states that you have reported the matter to the police and requests that the recipient transfers the money back to you within three weeks.</li><li>After three weeks, we will check your account to see whether the money has been returned. If it has not, we can share the recipient’s contact details with you. You can then use these details to try to recover your money through a civil procedure.</li><li>If the recipient is entitled to the money or if there appears to be a misunderstanding, we will not share the contact details.</li></ul>"}},{"componentType":"paragraph","title":"How does it work?","richBody":{"value":"<ul><li>Report the fraud online via politie.nl.</li><li>Check <a href=\"https://www.politie.nl/aangifte-of-melding-doen/controleer-handelspartij.html\">this police website</a> to see whether there are any reports linked to the IBAN you transferred the money to.</li><li>If there is a report, take a screenshot.</li><li>Email a copy of your police report and the screenshot to fraude@ing.n<strong>l</strong>.</li><li>We will keep you informed of the progress.</li></ul><p> </p><p>This process has been agreed between the banks that are members of the Dutch Payments Association. This means we can only start this process if the money was transferred to a Dutch bank account held with a bank that is a member of the Dutch Payments Association.</p>"}},{"componentType":"linkList","iconTitle":{"title":"Learn more"},"textLinks":[{"url":"/en/bank/safe-banking/report-fraud","text":"Report fraud immediately"},{"url":"/de-ing/veilig-bankieren/wat-wij-doen/houd-je-aan-de-veiligheidsregels","text":"ING's security policy"},{"url":"/de-ing/toegankelijkheid","text":"Need banking help?"}]},{"componentType":"linkList","iconTitle":{"icon":{"transformBaseUrl":"https://assets.ing.com/transform/f52818ae-9791-4ef7-9799-d3f991c2e3b4/Functionalities-Lock_Confirmation_Outline","type":"image","width":32,"altTextNL":"\"\"","original":"https://assets.ing.com/m/5b979bd44d912a17/original/Functionalities-Lock_Confirmation_Outline.svg","extension":"svg"},"title":"Safe banking"},"textLinks":[{"url":"/en/bank/safe-banking/report-fraud","text":"Report fraud to the Hotline"},{"url":"/de-ing/veilig-bankieren/soorten-oplichting-fraude","text":"More types of scams and fraud"},{"url":"https://zowerktfraude.nl/","text":"Recognising & preventing fraud"},{"url":"/en/bank/safe-banking/5-bs/update-your-browser-and-operating-system","text":"Which browser, even with screen reader"}]}]}}}