Consumer watchdog, Consumer Council of Zimbabwe (CCZ) has raised concern over a sharp increase in online shopping scams, warning that more Zimbabweans are losing money to fraudulent traders operating through social media and informal e-commerce platforms.
The Council said complaints from consumers have risen in recent months, with many reporting that goods paid for were never delivered, products received were different from those advertised, or sellers became unreachable after receiving payment.
CCZ Chief Executive Officer, Rosemary Mpofu, attributed the trend to the rapid expansion of online commerce, saying consumer awareness and responsible business practices must keep pace with technological developments.
“We are increasingly concerned by the rising 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,” she said.
Mpofu said online retailers are legally required under the Consumer Protection Act [Chapter 14:44] to provide clear and truthful information about their businesses and the goods or services they offer.
She said reputable online businesses should disclose their identity, physical address, contact information, pricing, delivery arrangements and contractual terms to help consumers make informed purchasing decisions.
According to the Council, many fraudulent traders deliberately conceal their identities by operating solely through mobile phone numbers or social media accounts, making it difficult for victims to recover their money or seek legal recourse.
To reduce the risk of fraud, CCZ advised consumers to verify sellers before making payments, request proof of business registration where possible, avoid paying the full amount upfront to unfamiliar traders and keep all transaction records.
Mpofu also urged online businesses to uphold ethical trading standards by supplying goods as advertised, honouring contractual obligations and resolving customer complaints promptly.
She called on regulators, digital platform operators and law enforcement agencies to intensify efforts to curb online fraud and safeguard consumer confidence in Zimbabwe’s growing e-commerce sector.
Consumers who encounter problems with online purchases have been encouraged to report their cases to the CCZ for assistance with 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,” Mpofu said.
