Keep the product, packaging, order and payment records. Identify the seller and whether this was a consumer transaction. Reporting an account may prompt platform review; a refund requires a separate seller claim, payment route or suitable legal process.
What should I document first?
Keep the listing URL and dated capture, profile name, messages, order confirmation, invoice or payment receipt, shipping trail and photographs of the received item. Retain packaging and authenticity labels. A low price alone does not prove counterfeiting; rights-holder or expert examination may be needed.
Are fake and undelivered goods the same claim?
No. A delivered product that differs from the listing and a product that never arrives raise different facts. If a professional seller is involved, rules on defective goods and distance contracts may apply. Consumer law does not automatically cover a one-off sale between private individuals. Identify the seller first.
Who should receive the refund request?
Send the seller a written request describing the order and the defect or non-delivery. Rescission and refund may be among the options for defective goods when conditions are met. If you paid by card, ask the bank promptly about a transaction dispute; it is not a guaranteed refund. Notify the bank quickly after a transfer as well.
Can I apply to a consumer arbitration committee?
For a consumer dispute with a seller, the competent route depends on claim value and the current threshold on the application date. An application can be made through e-Devlet. Seller identity, payment, order and defect or non-delivery evidence matter. If the seller cannot be identified, other routes may require review.
Will reporting the Instagram account return my money?
No. Platform review concerns its content rules. It does not replace a seller refund demand, bank dispute or consumer application. Preserve URLs and records before reporting because the profile may disappear.
What if fraud is suspected?
If there is a false identity, deceptive payment request, multiple victims or a vanished seller, alert the bank and platform promptly. A police or prosecutor complaint may be considered with the records. Criminal investigation does not automatically restore the payment. Never share passwords or one-time codes in direct messages.
Does deletion of the seller account end the case?
No. The payment recipient, bank records, shipment, phone, domain, messages and platform reference may still identify a route. Deletion increases the need for earlier evidence preservation. Deadlines and the legal basis need prompt assessment.
Relevant legislation and official sources
General information for consumer transactions in Turkey. Seller status, country, payment method and current monetary thresholds can change the available route.
Content is for general information and is not personal legal advice. Contact alone does not establish a lawyer-client relationship.
Related practice areasE-Commerce & Consumer Law