Something feels wrong.
Stop the next loss.
Do not argue blindly or keep paying. Separate immediate danger, unauthorized access and a price or service dispute, then route the evidence to the organization that can act.
Stop further payment, preserve the live transaction and business identity, and decide whether this is danger, unauthorized account use or a consumer dispute. Those routes are not interchangeable.
What is happening right now?
Leave and call 110
Threats, violence, confinement, theft or a suspected crime requiring immediate police response.
Protect the account
Unknown payment, stolen phone/card or account takeover. Lock the device or payment route and contact the issuer.
Build the record
Unexpected total, unclear fee, poor service or refund disagreement. Ask for an itemized bill and written outcome.
Do not call every bad experience a scam. Use exact facts: what was shown, what was agreed, what was delivered, what was charged and what remedy was requested.
Freeze the facts before they disappear
- 01
Move to a safe, staffed place
Do not block a road, follow someone to a second location or surrender your passport.
- 02
Stop additional payment
Do not scan another code, reveal a verification code or pay a “release” fee.
- 03
Save the transaction result
Capture amount, currency, time, status, merchant name and order/reference.
- 04
Identify the business or vehicle
Save storefront, licence/name, address, platform order, plate or taxi receipt.
- 05
Ask for an itemized explanation
Compare the displayed price, agreed service, quantity, tax/fee and total.
- 06
State one requested outcome
Correction, cancellation, refund, missing service or written explanation.
Six common dispute branches
Restaurant or shop
Request an itemized bill and receipt; record displayed prices and the exact item/quantity.
Taxi or ride
Keep the order or printed receipt, plate, route, pickup/drop-off, time and fare result.
Tour or attraction
Keep the contract, itinerary, guide/operator identity, booking and advertised inclusions.
Hotel
Separate room price, deposit, damage claim, minibar, tax/fee and duplicate settlement.
Payment account
Use official app support and issuer contact. Do not share codes or install remote-control software.
Cash exchange
Keep the official exchange receipt, denomination count and outlet identity; do not use a street intermediary.
Route by the type of problem
Danger or suspected crime
Use for immediate safety, threats, coercion, violence or a crime requiring police response.
Merchant complaint or report
SAMR directs consumer complaints to the national 12315 platform or local 12315 hotline.
National 12315 platform ↗Routing and tourism issues
The local non-emergency service can route public-service and tourism-market issues. Language support varies by city.
Tour or cultural-market complaint
The Ministry of Culture and Tourism operates a national online complaint system.
Official tourism complaint system ↗When safe: merchant/provider → original platform → relevant authority → card issuer for a payment dispute under the issuer’s rules. Do not open contradictory cases with different facts.
Make the case easy to understand
- Business/operator name, address, vehicle plate or platform identity
- Date, time, amount, currency and payment status
- Displayed price, quote, order, menu, contract or booking terms
- What was delivered versus what was promised
- Receipt, invoice, chat and a short factual timeline
- Who was contacted and each case/reference number
- One requested outcome and a safe contact method
Five hard stops
Do not send a verification code, password, CVV or full passport image.
Do not install screen-sharing or remote-control software for a refund.
Do not scan a new “refund QR” unless verified inside the official provider route.
Do not pay a stranger to “unlock,” “cancel” or “release” the first payment.
Do not delete the original order, chat or payment record after a promise to refund.
Overcharge and scam FAQ
What should I do first if I think I was overcharged in China?
Move to a safe place, stop additional payments, save the order, bill, receipt, payment result and merchant or vehicle identity, then ask for an itemized explanation and a written resolution. Do not pay a second time just to make the first charge disappear.
When should I call police in China?
Call 110 for immediate danger, threats, coercion, violence, theft or a suspected crime requiring police response. A routine price or service disagreement is usually better documented first and routed to the merchant, platform, 12315 consumer channel or local 12345 service.
What is 12315?
12315 is the market-regulation consumer complaint and report channel. The State Administration for Market Regulation directs consumer complaints to the national 12315 platform or the local 12315 hotline. Keep the business identity, transaction and requested outcome ready.
Where do I complain about a tour or attraction?
The Ministry of Culture and Tourism runs a national online complaint system and says urgent culture-and-tourism market issues can be raised through the local 12345 public-service hotline. Start with the provider when safe, then preserve the case number from the official route.
Complaint routes checked here
Reviewed 23 August 2026. Authorities, platforms, merchants and issuers decide jurisdiction, investigation and remedy. This page does not label a person or business fraudulent and does not guarantee a refund.
- State Administration for Market Regulation — public interactionOfficial direction to the national 12315 platform or local 12315 hotline for consumer complaints and reports.
- Beijing government — consumer rights FAQKeep purchase receipts and complain promptly through 12315.
- Ministry of Culture and Tourism — national complaint systemTourism and cultural-market online complaint route; urgent local routing through 12345.
- State Council — 12345 hotline guidanceLocal public-service routing and coordination with 110 and other emergency lines.
- China Travel OS — emergency decision card110/119/120/122 separation and location-first call preparation.