Counterfeit product complaint email: what to do first

If a product appears counterfeit, save the listing and other evidence, ask the seller for a refund and return instructions, open the marketplace's official issue process, and contact your payment provider promptly. These are separate steps: a marketplace report or brand notification does not itself request a refund, and a seller complaint does not preserve every payment-dispute deadline.

Use these routes for different purposes:

• Seller or retailer: Request a refund and written return instructions.
• Marketplace: Report the transaction or listing through the current process in your account.
• Payment provider: Ask which dispute, billing-error, reversal, recall, or recovery process applies to the way you paid.
• Brand owner: Ask about authentication or report suspected unauthorized sales.
• U.S. Customs and Border Protection (CBP): Report suspected import or trade fraud through its official e-Allegations Program.

This article is for U.S. consumers. Return rights and procedures can depend on the merchant's policy, marketplace terms, applicable law, and payment method. A date you put in an email, such as "Please respond by [date]," is a requested response date, not automatically a legal deadline.

What to include in a counterfeit product complaint

The recipient needs enough information to identify the transaction and assess the problem. Gather:

• Order, invoice, or receipt number
• Purchase and delivery dates, price, and seller name
• Product name, model, serial number, SKU, ASIN, or item ID
• Listing title, URL or location, screenshots, and the seller profile
• Photographs of the product, packaging, labels, logos, stitching, seals, serial numbers, and safety markings
• A short description of the differences you observed
• Any written authentication or inspection result, if available
• Messages with the seller, marketplace, brand, or payment provider
• Tracking information and photographs of the shipping label
• The outcome you want, such as a full refund, return instructions, listing review, or payment investigation

Keep the product, packaging, and correspondence until the dispute is resolved. Photograph the item before returning it, and follow the recipient's written return instructions. Don't alter, resell, or use an item that may be unsafe. Redact your full card number, passwords, government identification numbers, and unnecessary personal information before sending attachments.

If you aren't certain the item is fake, write "appears counterfeit" or "suspected counterfeit" and identify the observable facts. A careful description is more useful than an unsupported conclusion.

How to send and document the complaint

The FTC's guidance on resolving problems with a business recommends explaining the problem clearly, stating what you want the business to do, saving copies of online complaints, and recording contact dates. It also notes that businesses may set return windows, so check the seller's policy while acting promptly.

Use this order:

1. Save evidence first. Screenshot the listing, seller profile, price, product description, promised authenticity, and any return terms.
2. Ask the seller for a refund. Use the seller's official customer-service email, message system, or contact form.
3. Open the marketplace case separately. A buyer complaint usually belongs in the order's official problem or buyer-protection flow, not only in an email.
4. Contact the payment provider promptly. Explain that you authorized the purchase but received merchandise that appears counterfeit or was not as described. Don't describe an authorized purchase as an unauthorized transaction.
5. Notify the brand or rights owner. Use its reporting or authentication process if one is available.
6. Report an import concern to CBP. Use the official e-Allegations route when the facts involve suspected trade fraud or counterfeit imports.
7. Keep a timeline. Record the date, recipient, case number, response, promised action, and next deadline.

11 free counterfeit complaint email templates

Replace the bracketed text before sending. Use one template for one purpose, and attach only the evidence that recipient needs.

Template 1: Refund request to the seller

Subject: Refund request for suspected counterfeit [product] - order [number]

Hello [seller name or support team],

I purchased [product name and model] from you on [date] under order [number]. The item I received appears counterfeit or does not match the listing because:

- [Specific difference, such as an incorrect logo or missing serial number]
- [Packaging, material, hardware, or labeling problem]
- [Comparison with the product description or genuine product]

I am requesting a full refund of [$amount]. Please confirm the return instructions in writing. If you require the item to be returned, please tell me where to send it and whether you will provide a return label.

Please respond by [date]. I have attached the receipt, listing screenshots, photographs, and [authentication or inspection document, if available].

Thank you,

[Full name]
[Email and phone number]
[Order number]

Attachments: [List attachments]

Template 2: Amazon order and listing complaint

For a buyer refund, start from the order's current Amazon Help or problem-reporting flow. If you also want to report the listing, use the reporting option shown in your account instead of relying on an old public email address.

Subject: Suspected counterfeit item - order [number], listing [ASIN or item ID]

Hello Amazon support,

I am reporting a suspected counterfeit item connected with order [number].

Product: [Product name and model]
Seller: [Seller name]
ASIN or listing ID: [ID]
Purchase date: [Date]
Amount paid: [$Amount]

The item appears counterfeit because [brief, factual description of the differences]. The listing represented the product as [quote or summarize the relevant claim].

Please review the order and listing, tell me the correct refund or return procedure, and investigate the seller or listing as appropriate. Please confirm whether the product should be returned and provide the approved return instructions.

I have attached the order confirmation, listing screenshots, photographs, and [authentication or inspection information].

Regards,

[Name]
[Amazon account email]
[Order number]

Attachments: [List attachments]

Template 3: eBay item-not-as-described complaint

Send the message through eBay's transaction messaging system and use the official item-issue process in your account if the seller doesn't resolve the problem.

Subject: Item not as described - suspected counterfeit [product], item [ID]

Hello [seller name],

I received [product] from transaction [item ID] on [date]. The item appears counterfeit or materially different from the listing because [specific facts].

I am requesting a full refund of [$amount]. Please reply through eBay with the return instructions. I will keep the item and packaging available while the transaction issue is reviewed.

If we cannot resolve this promptly, I will use eBay's official item-not-as-described process and provide the photographs, listing screenshots, receipt, and our messages.

Please respond by [date].

Regards,

[Name]
[eBay username]
[Item ID]

eBay's Money Back Guarantee policy contains transaction deadlines and says an appeal may be submitted within 30 calendar days of an eBay decision. Check the deadline shown for your transaction instead of relying on a general template.

Template 4: Complaint to a retailer

Subject: Refund request for suspected counterfeit [product]

Dear [customer relations team or store manager],

I bought [product] at [store or website] on [date]. The receipt or order number is [number], and I paid [$amount].

After examining the product, I found the following problems:

- [Problem one]
- [Problem two]
- [Problem three]

These features do not match the product's description and cause me to believe the item may be counterfeit. I am requesting a full refund and written instructions for returning or presenting the item.

Please respond by [date]. I have attached the receipt, photographs, product description, and [authentication information, if available].

Sincerely,

[Name]
[Contact details]
[Receipt or order number]

Attachments: [List attachments]

Template 5: Request for authenticity guidance from a brand

A brand may not authenticate an item bought outside its authorized channels. Ask what it can review instead of demanding a certification it doesn't offer.

Subject: Possible counterfeit [brand] product - request for guidance

Hello [brand support or authentication team],

I bought a product represented as a genuine [brand and product name] from [seller, retailer, or marketplace] on [date]. The order or receipt number is [number].

I am concerned that it may be counterfeit because:

- [Observable difference]
- [Packaging, label, serial, or construction issue]
- [Difference from the brand's published product information]

Could you tell me whether your team accepts reports or reviews this type of information? If you cannot authenticate individual consumer purchases, please direct me to the appropriate reporting channel.

The listing and seller details are [listing ID or location]. I have attached photographs and proof of purchase. I am separately requesting a refund from the seller.

Thank you,

[Name]
[Contact details]

Attachments: [List attachments]

Template 6: Report a suspicious marketplace listing

Use this for a platform's trust and safety or intellectual-property reporting channel. A buyer should not claim to be the trademark owner or submit a rights-owner complaint without authority.

Subject: Report of suspected counterfeit listing - [brand and product]

Hello [marketplace trust and safety or IP team],

I am reporting listing [listing ID or listing location] as a buyer or witness. I am not claiming to be the trademark owner.

The listing appears to offer counterfeit [product] because:

- [Specific feature or discrepancy]
- [Seller's claim that appears inaccurate]
- [Connection to an order, if you bought the item]

Seller account: [seller name or username]
Order number, if applicable: [number]
Date observed or purchased: [date]

Please review the listing and seller activity. If a rights owner must submit the formal intellectual-property report, please route this information to the correct channel or tell me where the brand should report it.

Please provide a report or case number if one is available.

Regards,

[Name]
[Contact details]

Attachments: [Screenshots, photographs, receipt, and other evidence]

Template 7: Written credit-card billing dispute

The FTC's credit-card dispute guidance says written notice for a covered billing error should reach the card issuer within 60 days after the first statement containing the error was sent. The issuer generally must acknowledge the complaint within 30 days unless it has already resolved it, and resolve the dispute within 90 days. Use the issuer's billing-dispute address or required secure channel, not an address copied from an unrelated website.

Subject: Written billing dispute - merchandise appears counterfeit

Billing Disputes Department
[Card issuer name]

I am disputing a charge for merchandise that appears counterfeit or was not as described.

Cardholder: [Name]
Account ending in: [Last four digits only]
Merchant: [Merchant name]
Transaction date: [Date]
Amount: [$Amount]
Date of first statement showing the charge: [Date]

I authorized the purchase, but the product I received was [brief description]. It appears counterfeit because [specific facts]. I contacted the merchant on [date] and requested [refund or other resolution]. The result was [no response, refusal, or incomplete resolution].

Please record this as a written billing dispute under your applicable process and tell me whether you need an additional form or documents. I have attached the statement, receipt, listing screenshots, photographs, and copies of my communications.

Please confirm receipt of this dispute.

Sincerely,

[Name]
[Billing address]
[Phone and email]

Attachments: [List attachments]

Don't report an authorized purchase as an unauthorized card transaction. Tell the issuer what happened and ask which dispute category applies. The FTC's 60-day billing-error timeline is specific to that credit-card process; don't automatically apply it to a debit card, prepaid account, peer-to-peer payment, wire, or bank transfer.

Template 8: Dispute through another payment provider

For debit, prepaid, peer-to-peer, wire, or other payment methods, contact the provider's fraud or dispute team immediately and ask about its specific process and deadline.

Subject: Request to investigate counterfeit-goods transaction [reference]

Hello [bank or payment provider],

I authorized a payment of [$amount] to [merchant or recipient] on [date] using [payment method]. The transaction reference is [reference].

The product received appears counterfeit or materially different from the description because [specific facts]. I contacted the merchant on [date] and requested [refund or return instructions]. The response was [summary].

Please tell me whether your service offers a merchant dispute, fraud review, reversal, recall, or other recovery process for this payment type. Please also tell me the filing deadline and documents you require.

I have attached proof of payment, the order or listing, photographs, and my communication with the merchant.

Regards,

[Name]
[Account details limited to what the provider requests]
[Contact information]

Attachments: [List attachments]

Template 9: CBP e-Allegation about a suspected counterfeit import

Use the official CBP e-Allegations Program rather than an unverified email address. CBP reports need specific, actionable information about the possible violator, shipment, conduct, and evidence. This route is for suspected trade or import violations, not a consumer refund.

Subject: e-Allegation - suspected counterfeit import [shipment or seller]

Nature of report: Suspected counterfeit goods or trade fraud

Possible violator:
Name: [Business or individual]
Address or location: [Known information]
Website or marketplace account: [Details]

Shipment information:
Tracking, entry, or order number: [Number]
Carrier: [Carrier]
Estimated date or port of entry: [Information]
Importer or consignee: [Information, if known]
Country of origin or shipment: [Country]

Description of the goods:
[Product, brand, quantity, value, and identifying marks]

Reason for the report:
[Explain the specific facts that indicate the goods may be counterfeit or the import information may be inaccurate.]

Evidence available:
[List photographs, invoices, listing screenshots, tracking records, messages, or other documents.]

I am submitting this information for review. My refund request is being handled separately with the seller, marketplace, or payment provider.

[Name]
[Contact information]

Don't guess at an address, shipment number, or identity. If a detail is unknown, say so and provide the most specific information you can verify.

Template 10: Cease-and-desist notice from a rights owner

Only use this template if you own the relevant intellectual-property rights or are authorized to act for the owner. A buyer should use a consumer complaint or listing report instead.

Subject: Notice to stop offering suspected counterfeit [brand] goods

Dear [seller or business name],

I am [title] of [brand or rights holder], the owner or authorized representative of [brand and relevant mark].

We identified listings or sales connected with your business:

- Listing or URL: [Location]
- Product: [Product name]
- Date observed: [Date]
- Seller account: [Account]

Based on [photographs, test purchase, comparison, or other evidence], we believe these goods may be counterfeit and may use our marks without authorization.

Please:

1. Stop offering, advertising, or distributing the identified goods.
2. Remove the listed offers from your sales channels.
3. Preserve relevant inventory, sales records, supplier information, and communications.
4. Confirm in writing by [date] what steps you have taken.

This notice is based on the information currently available. Please direct any response to [authorized contact or counsel].

Sincerely,

[Name]
[Title]
[Rights holder]
[Contact information]

Attachments: [Evidence and proof of authority, if appropriate]

Don't threaten criminal prosecution, claim a court order, or state that a counterfeit finding is final unless the facts and your authority support that language. For a significant commercial dispute, have qualified counsel review the notice.

Template 11: Follow-up after no response

Subject: Second request for resolution - suspected counterfeit [product], order [number]

Hello [seller, marketplace, or payment provider],

I contacted you on [date] about [product and order or transaction number]. I reported that the item appears counterfeit because [brief factual summary] and requested [refund, return instructions, investigation, or dispute review].

I have not received a resolution. I am attaching the original message and evidence again for convenience.

Please provide a written response by [date]. If this remains unresolved, I will continue through the platform's official case process and contact the payment provider using the applicable dispute procedure.

Please confirm receipt and provide the case number for this complaint.

Regards,

[Name]
[Contact information]
[Order or transaction number]

Attachments: [Original complaint, receipt, photographs, and correspondence]

Which complaint route should you use?

Escalation steps when the seller refuses

1. Keep the refusal. Save the seller's response, case number, and date.
2. Use the platform's internal case process. Upload the same evidence and explain that the item is suspected counterfeit or not as described.
3. Contact the payment provider. Use the correct process for the payment method and ask about its deadline.
4. Report the listing to the brand or platform. Keep this report separate from the refund request.
5. Submit a CBP report if there is an import or trade-fraud concern. Include verifiable details and supporting documents.
6. Consider local legal options for a substantial loss. Small-claims limits and procedures vary by state. The FTC notes that some states set limits as high as $25,000, so verify your state's court rules before filing.

Don't send the same message repeatedly to random addresses. A dated record sent through the correct channel is more useful than a long chain of angry emails.

Common mistakes in counterfeit complaints

• Demanding a refund under the UK Consumer Rights Act 2015. That is not the framework for a U.S. purchase.
• Calling the item definitively fake without evidence. Describe what you observed and use "suspected counterfeit" when appropriate.
• Using a credit-card billing deadline for a debit card or payment app. Payment protections and procedures differ.
• Calling an authorized purchase "unauthorized." Explain that you authorized payment but received counterfeit or misrepresented goods.
• Sending a full card number or sensitive identification. Provide only what the recipient requests.
• Returning the product before recording evidence. Take photographs and follow the platform's written instructions.
• Giving no specific remedy. State whether you want a refund, return instructions, a listing review, or an investigation.
• Using a vague subject line. Include the product, order number, and requested action.
• Relying on a brand report for your refund. Contact the seller and payment provider separately.
• Inventing a deadline or threatening criminal action. Use a reasonable requested response date and keep the language factual.

Frequently asked questions

What should the subject line of a counterfeit complaint email say?

Identify the problem and transaction: "Refund request for suspected counterfeit [product] - order [number]." Avoid all-caps threats or a subject that looks like a security alert.

Can I get a refund for a counterfeit product?

Possibly, but an email alone doesn't guarantee one. The result may depend on the seller's policy, marketplace terms, payment method, evidence, and applicable law. Ask the seller first, then use the marketplace and payment-provider processes before their deadlines.

Should I contact the brand after receiving a fake product?

Yes, if the brand offers a reporting or authentication route. Send the brand the listing, seller information, photographs, and proof of purchase. Continue the separate refund request with the seller or marketplace.

Does reporting a counterfeit import to CBP get my money back?

No. CBP e-Allegations is an enforcement and trade-fraud reporting route. Request your refund from the seller, marketplace, or payment provider.

Does the FTC's 60-day credit-card deadline apply to debit cards?

Not automatically. The FTC guidance cited above concerns written disputes for covered credit-card billing errors. Contact a debit, prepaid, peer-to-peer, wire, or bank-transfer provider promptly and ask which procedure and deadline apply.

What if the counterfeit item could be dangerous?

Stop using it and mention the safety concern clearly in your seller, marketplace, and payment complaints. Keep the item in a safe place, preserve photographs and packaging, and seek appropriate emergency or medical help if anyone has been injured. Then send the refund request and check the payment provider's deadline.