Record a Consumer Problem in Japan

When a purchase or service goes wrong, save the complete transaction before you continue a long exchange with the business. Your rights and options can depend on how, where, and when you entered the contract.

This publication gives general information, not legal advice.

Save six parts of the transaction

1. Advertisement — Save the page, image, price, claims, URL, and date viewed.
2. Order — Save the input page, final confirmation page, order time, and order number.
3. Terms — Save the terms that applied at the time, including return, renewal, and cancellation terms.
4. Payment — Record the amount, date, method, receipt, and name shown on the statement.
5. Delivery or service — Record what you received, when you received it, and how it differed from the order.
6. Contact — Keep copies of messages. For a telephone call, record the time, number, person, and main points.

Do not edit the original screenshots or messages. Make a separate marked copy if you must explain one part.

Build a short request

Write the business name, product or service, purchase date, amount, problem, and requested result. Keep your statement factual. A request for a refund, repair, cancellation, explanation, or stop to future charges can require different evidence.

Check the next billing, renewal, delivery, and reply dates. A date in a business notice is not always the same as a legal deadline. Show the original wording to the service that advises you.

Find the correct consumer service

The National Consumer Affairs Center of Japan consultation list identifies services that can communicate in English and other languages. Availability depends on location and service.

The separate Consumer Hotline for Tourists is for overseas visitors who have a consumer problem during a visit to Japan. Its official page states its current languages, hours, telephone number, and limits. Residents should use the consultation list to find the suitable local route.

Protect yourself from a second loss

Do not quickly pay a person who promises recovery, investigation, or guaranteed cancellation. Confirm the person’s identity, professional status, contract terms, fees, and authority. Do not send payment credentials or identity documents only because a message says that the matter is urgent.