An online counterfeit dispute usually starts with evidence and a refund request, not a lawsuit. If the item could be dangerous, stop using it. Save the listing, order records, packaging, and messages; ask the seller and marketplace for a refund in writing; then contact the payment provider before its applicable deadline. Safety or regulatory reports are separate from the refund process.

This information is for U.S. consumers. It is general information, not legal or medical advice.

Which route handles which problem?

These routes can overlap, but one does not replace another. An FDA report is not a refund request, and a marketplace complaint does not guarantee that a court or payment provider will find the seller responsible.

Is the product counterfeit, defective, gray-market, or simply wrong?

For a consumer dispute, a counterfeit product is generally an item presented as a branded product that was not made or authorized by the brand. Similar problems can have different explanations:

• Not as described: The item may be genuine but differs from the listing, size, model, or stated condition.
• Defective: The product may be authentic but damaged or unsafe.
• Gray market: The item may be genuine but sold outside the manufacturer's authorized distribution network.
• Unauthorized seller: A seller's lack of authorization alone does not prove that the product is counterfeit.

Use careful wording such as "suspected counterfeit" until the brand, an authorized authenticator, a regulator, or other reliable evidence confirms the issue. A seller's assurance, customer reviews, marketplace badge, or familiar-looking package is not authentication. A copied serial or lot number is not proof of authenticity either.

An enforcement action about misleading advertising or manipulated reviews also does not automatically prove that a seller's inventory is counterfeit. Those are different issues and require different evidence.

Documented examples and what they show

FDA counterfeit Ozempic warning

In 2025, the FDA warned consumers about counterfeit Ozempic injection found in the U.S. drug supply. The counterfeit products used lot number PAR1229, which is also an authentic lot number. The FDA said the counterfeit pens could be identified by the location of the EXP/LOT text on the label.

The lesson is narrow but important: a genuine lot number does not prove that an individual package is genuine. If you have a suspected counterfeit prescription drug:

1. Do not inject or take it.
2. Keep the pen, carton, receipt, and shipping materials.
3. Contact your prescriber or pharmacist for advice.
4. Compare the package with the current FDA warning rather than relying on one identifier.
5. Follow the FDA's reporting instructions for a quality problem or suspected counterfeit.

If you feel ill after using a suspected counterfeit medicine, seek medical help promptly. Ask a health professional, pharmacist, or regulator how to handle, return, or dispose of the product safely before taking those steps.

The INFORM Consumers Act

The FTC's INFORM Consumers Act guidance describes obligations for online marketplaces and high-volume third-party sellers. Once a covered seller provides banking, contact, and tax-identification information, the marketplace generally has 10 days to verify it. Marketplaces must also give users a way to report suspicious conduct involving covered sellers.

The FTC says a marketplace that does not comply may face enforcement that could result in civil penalties of up to $53,088 per violation. That is a possible regulatory penalty, not a payment to a buyer and not a guarantee that a disputed order will be refunded.

Use the marketplace's reporting tool when you believe a seller is offering counterfeit goods. Include the seller name, listing, order number, and supporting evidence. Report the product separately through the platform's refund or order-support process.

Marketplace policy disputes

Amazon, Temu, and other marketplaces apply their own return, refund, and buyer-protection terms. Those policies are not the same as a legal finding that a product is counterfeit.

Amazon's published A-to-Z Guarantee page for its European marketplace illustrates the point: eligibility can depend on contacting the seller first and meeting delivery-related timing conditions. That page is for Amazon EU, so U.S. customers should use the terms and claim instructions shown in their own Amazon account.

Temu's English return and refund policy says the information required can depend on the reason for the request. Returned products may undergo a quality inspection. Once Temu processes a refund, the policy says it can take 5-14 business days, or up to 30 days, to appear depending on the financial institution. It also describes refunds to the original payment method or a Temu credit balance.

Do not assume that a counterfeit allegation automatically qualifies for a refund. Submit the evidence through the order-specific process, follow the platform's return instructions, and keep the case number.

Evidence that can strengthen a refund request

Save evidence before changing, discarding, or returning anything:

• Order confirmation, invoice, and payment receipt
• The product listing, seller profile, product title, and seller contact details
• Screenshots of the listing, especially claims about authenticity or brand authorization
• Photos of packaging, seals, labels, serial numbers, lot numbers, logos, stitching, hardware, and defects
• Shipping label, tracking information, and delivery date
• Messages with the seller and the marketplace
• A written opinion from the manufacturer, authorized dealer, or reputable authenticator, if available
• Medical records, photographs, or other documentation if the product caused an injury or illness

Record observations rather than conclusions. For example, "The carton says PAR1229, and the EXP/LOT text is in a different location than shown in the FDA warning" is more useful than simply writing "This is fake."

Do not post personal information, payment details, or a seller's private data publicly. Do not resell a suspected counterfeit product.

A practical sequence for resolving the dispute

1. Stop using the product if safety may be involved

This is especially important for medicines, supplements, cosmetics, food, children's products, batteries, chargers, and protective equipment. Keep the item in a safe place and ask the appropriate professional or regulator about testing, return, and disposal.

For a non-safety issue, take clear photographs before altering or returning the item. Some platforms require a return, while others ask for evidence first.

2. Contact the seller and marketplace in writing

Use the platform's order-support or counterfeit-reporting tool, not only a public review. State:

• The order number and purchase date
• Why you suspect the item is counterfeit or not as described
• The evidence attached
• The remedy requested, such as a refund to the original payment method
• That you want return or disposal instructions before sending the item back

A factual message can look like this:

Order [number] arrived on [date]. I suspect the product may be counterfeit because [specific, observable facts]. I have attached photographs of the listing, packaging, and product. Please confirm the return instructions and issue a refund to the original payment method.

Do not close the platform case just because the seller promises to refund you. Wait until the refund has posted. Tell the platform if the seller asks you to move the conversation or payment off-platform.

3. Use the payment method's dispute process

For a credit card, contact the issuer promptly and ask whether the transaction qualifies for a billing-error or merchandise-not-as-described dispute. The FTC's credit-card guidance says a written billing-error notice should reach the issuer within 60 days after the first statement containing the error was sent. The issuer generally must acknowledge the complaint within 30 days and resolve the dispute within 90 days.

Follow the issuer's instructions, send copies of the order and evidence, and keep proof that your written notice was delivered. A card dispute is not guaranteed; the issuer may ask what happened and whether you first tried to resolve the issue with the seller.

The FTC timing above applies to credit-card billing errors. Debit cards, prepaid cards, payment apps, peer-to-peer transfers, and wire transfers can follow different rules and have fewer recovery options. Contact those providers immediately. If you authorized the purchase, describe the problem accurately. Do not report it as an unauthorized transaction merely because the item turned out to be counterfeit.

Tell both the merchant and the card issuer if one of them refunds you. You should not recover the same purchase twice.

4. Report safety or marketplace concerns

Report the listing and seller through the marketplace's official tool. Include complete seller and transaction information so the platform can investigate more than one order.

For suspected medicines or drug-related harm, use the FDA reporting instructions linked in its counterfeit Ozempic warning. The FDA's guidance on unapproved GLP-1 drugs also directs patients and health professionals to report adverse events or quality problems through the agency's MedWatch program.

A report may help enforcement and protect other buyers, but it normally does not replace a refund request or payment dispute.

5. Consider court only when the facts justify it

Small-claims court may be worth researching for a high-value purchase when the seller can be identified and served. Filing limits, deadlines, procedures, and available damages vary by state.

A lawyer may be appropriate when the product caused serious injury, the loss is substantial, or the seller appears to be part of a larger counterfeiting operation. Preserve the item and records before seeking advice. A brand's lawsuit against a marketplace or seller may seek an injunction or business damages; it does not automatically compensate every consumer who bought a similar product.

Common mistakes to avoid

• Waiting for the seller's return window while a credit-card billing deadline approaches
• Treating a copied serial or lot number as proof of authenticity
• Calling an authorized purchase "unauthorized" in a card dispute
• Returning suspected medicine without asking for safe-handling instructions
• Accepting marketplace credit when you specifically need money returned to the original payment method
• Assuming an agency complaint will produce an individual refund
• Confusing a genuine gray-market product with a counterfeit
• Relying on a fixed refund "success rate" for Amazon, PayPal, Temu, or another platform

Questions buyers often ask

Can I dispute a credit-card charge for a counterfeit product?

Ask the issuer whether the purchase qualifies for its billing-error or merchandise-not-as-described process. Send written notice promptly and follow the FTC's 60-day guidance for credit-card billing errors. The issuer makes the decision based on the facts and applicable rules.

Does the INFORM Consumers Act guarantee my refund?

No. It concerns marketplace seller information, verification, and suspicious-conduct reporting. It does not create a fixed consumer refund or compensation amount.

Does an authentic lot number prove a medicine is genuine?

No. The FDA's Ozempic warning shows that counterfeit products can use an authentic lot number. Compare all relevant packaging details with the current agency warning and ask a pharmacist or prescriber for help.

Should I sue over a counterfeit purchase?

Usually begin with the seller, marketplace, and payment provider. Court may make more sense for a high-value loss, serious injury, or identifiable seller. Check your state's small-claims rules or speak with a licensed attorney before filing. For now, preserve the product and submit the refund request before returning anything.