Seller asks for screen sharing to refund me
Stop the call or chat. Do not share your screen, grant remote access or disclose banking codes. Verify the refund through a contact you already trust. If access or codes were shared, contact your UK bank immediately from a safe device and secure affected accounts. Keep the order evidence for Cambridge China Bridge.
Stop the session and further approvals
Treat a refund request involving screen sharing, remote control or a banking code as a suspected scam. Refuse to install software, open your banking app for the seller, read out a code or approve an unexpected banking notification. Do not send a payment to unlock the refund or move money to an account described as safe.
If a session is running, end it and disconnect the affected device from the internet if you cannot confidently stop access. Use a different, trusted device to contact your bank. Tell your company's technical support contact or manager what happened. Preserve messages where possible, but do not delay stopping access to collect screenshots.
Verify the refund independently
Contact the seller through details saved before the suspicious request, or open the marketplace yourself and use its support route. Avoid numbers, links and replacement contact details supplied in the refund message. Ask whether the named employee sent the request. Familiar order details or an existing email thread do not establish who is controlling the conversation.
Ask for written confirmation of the order reference, refund amount, currency, payment route and transaction reference when available. Check receipt through your bank or payment provider independently. Do not rely on a screen the caller controls or a refund screenshot. For a missing card credit, use our supplier card refund guide.
Tell your UK bank exactly what was exposed
Contact your bank's fraud team immediately if you shared access, disclosed a banking code, approved a prompt or suspect a payment. Use contact details from your card, statement or the bank's independently opened website. Explain that the contact claimed to be arranging a Chinese supplier refund, which device was involved and whether banking or email was visible.
Describe each action accurately: what you entered, disclosed or approved, and which transactions you recognise. Ask the bank to secure affected access, review suspicious payments and explain any recovery options. Request a case reference and written next steps. Do not assume reimbursement; our business bank transfer scam guide covers that separate question.
Secure accounts and check the device
From a trusted device, secure exposed email, marketplace and payment accounts. Check email filters and forwarding rules for changes you did not make. Change affected passwords and any reused passwords, end existing account sessions, review recovery details and enable additional authentication. If locked out, use the provider's account recovery route. Our hacked marketplace account guide covers that account separately.
Have your technical support contact check installed remote access software, unattended access settings and anything added during the session before using the affected device for banking again. Follow the bank's instructions for banking access. Warn colleagues if shared accounts or payment approvals were exposed, and verify subsequent refund or payment instructions independently.
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Keep the incident and refund claim documented
Keep the original messages, caller details, software name, session times, order documents and bank case reference together. Record what happened without saving live passwords or banking codes in a shared file. If you believe you lost money or were hacked through an online scam in England or Wales, contact Report Fraud through its independently located official service.
Keep pursuing the underlying refund through a verified channel, with a written record of the agreed remedy. For future orders, use our UK seller supply terms guide to agree the claim procedure before committing. Cambridge China Bridge's staff in China can help check the supplier's account of the refund; your bank should handle banking security and suspicious transactions. For review-related refund conditions, see our guide to refunds conditional on review changes. For missing opening videos, see our guide to faulty-item claims without opening videos.
Frequently asked questions
Should I share my screen to get a supplier refund?
Refuse the request and end the session. Verify the refund through a previously trusted seller contact or the marketplace's independently opened support route.
I gave the seller a banking code. What now?
Contact your UK bank immediately from a trusted device. Explain what the code message said and what you approved. Ask the bank to secure access and check suspicious transactions.
Is deleting the remote access app enough?
Do not assume it is. Have technical support check the device and unattended access settings. Secure exposed accounts from a trusted device and end existing account sessions.
The seller knows my order details. Can I trust them?
Order details alone do not verify the caller. Contact the seller independently and ask for written refund details. Confirm receipt with your bank or payment provider.