Short answer: Save the product, packaging, listing, receipt, and payment records before you contact anyone. Ask the seller and the marketplace for a refund. If that goes nowhere, dispute the payment. Report suspected fraud to the FTC, imported goods to U.S. Customs and Border Protection, and health-related risks to the FDA. A government report can support enforcement. It usually isn't a refund request.

Stop using the product and check whether it's actually fake

Don't ingest, apply, or keep using something that may be unsafe. Unplug a suspicious electronic device if it's overheating, smoking, sparking, or otherwise dangerous, and don't handle it if that puts you at risk. Seek medical help if a counterfeit medicine or cosmetic caused an injury or reaction.

A low price, cheap packaging, or a seller's bad reviews can be a warning. None of that, by itself, proves the item is counterfeit. Compare what arrived with the manufacturer's information and look for spelling, logo, font, color, or stitching differences; missing safety labels, warnings, instructions, or warranty information; a serial, lot, or model number that doesn't match; packaging that doesn't match the brand's official images; a seller, return address, or country of origin that doesn't make sense; or product claims the manufacturer doesn't make.

Verify through the brand's official website or customer-service channel. A QR code or serial number isn't conclusive. Counterfeiters copy those.

The FTC's guidance on buying from an online marketplace is fairly basic: check the seller's contact information, read the actual listing, and consider where reviews came from and who wrote them. Some marketplace operators leave refunds and returns entirely to the buyer and seller. Others give buyers extra help.

Preserve evidence before you open a dispute

Sellers can change or take down a listing. Screenshot it now.

Create a folder for the purchase and save the order number, invoice, receipt, and payment confirmation; the listing URL, seller name, store name, and seller contact details; screenshots of the listing, product photos, price, description, reviews, and any authenticity promise; photos of the product, packaging, labels, seals, serial numbers, and shipping label; tracking information and the package's return address; messages with the seller and marketplace; a written statement from the manufacturer or a qualified authenticator, if you have one; and any medical, repair, or other records showing harm or loss.

Photograph the item as received and keep the original packaging. Don't edit the evidence, throw the product away, or send it to an unknown address. Ask the marketplace whether it wants the item returned and follow its instructions. If a return is required, keep tracking and proof of shipment.

Ask the seller for a refund through the marketplace

Contact the seller in the platform's message system. Don't move the conversation to private email, text, or an outside payment link. State the facts and request a full refund.

You can use wording such as:

I received order [number] on [date]. I believe the item may be counterfeit because [specific differences or manufacturer verification]. I have attached photos and the purchase records. Please confirm the refund process and provide instructions for handling the product through the marketplace.

Skip unsupported accusations. Don't agree to close a dispute before the refund has actually posted. Keep every response and note the date of each contact.

If the seller doesn't respond, refuses the refund, or asks you to cancel the case, use the marketplace's buyer-protection or dispute process. Choose the most accurate reason, such as item not as described, authenticity concern, or counterfeit, if that option is available.

Amazon and eBay complaint routes

The buttons, eligibility rules, and deadlines depend on the marketplace, country, order, and payment method. Start from the order record, not a search result or a message the seller sent you.

Don't assume an intellectual-property report will refund a consumer. Those reports are built to address listings or rights violations. A buyer still needs a separate return, guarantee, or payment dispute.

Escalate through the payment provider if the marketplace doesn't resolve it

A payment dispute is separate from a marketplace complaint. Contact the provider promptly and describe the transaction accurately.

For a credit card, ask the issuer about disputing merchandise that was counterfeit or materially not as described. Provide the receipt, listing, seller messages, platform decision, and authentication evidence. For a debit card, contact the bank's dispute department quickly; debit procedures and protections differ from credit-card billing disputes. Digital wallets and payment apps have their own dispute or fraud process; notify the linked bank or card issuer if that applies. Wire transfers, cash, and peer-to-peer payments are harder. Contact the provider and your bank immediately and ask whether a recall or recovery request is possible. Recovery isn't guaranteed.

Don't describe an authorized purchase as an unauthorized card transaction merely because the item was fake. Explain that you authorized the purchase but received counterfeit or misrepresented merchandise.

Tell the payment provider if the seller or marketplace later issues a refund. Seeking payment twice can create a separate dispute.

Report the suspected fraud to the right U.S. agency

Government reports help agencies identify patterns and unsafe supply chains. They generally don't replace a refund request.

FTC: online fraud and deceptive sales

Submit a report through ReportFraud.ftc.gov when a seller used deceptive claims, repeatedly sold suspected fakes, or failed to resolve a fraudulent transaction. Include the seller's identity, listing information, dates, amount paid, payment method, and evidence.

The FTC's online shopping guidance also recommends keeping order records, reading delivery and refund policies, and reviewing the total cost before buying. The FTC may use reports for enforcement and consumer alerts. Filing a report doesn't guarantee that it will investigate your individual purchase or recover your money.

CBP: suspected imported counterfeit goods

Use the CBP e-Allegations program when the issue involves goods imported into the United States or a seller that appears to be importing counterfeit merchandise.

Make the report actionable. Include as much as you know about the importer, seller, business, or warehouse name; address, website, marketplace store, or social-media account; product description, brand, model, and quantity; country of origin and shipping route; tracking number, shipment date, or customs information; listing screenshots, invoices, photos, and manufacturer verification; and why the merchandise appears counterfeit or violates trade rules.

CBP's guidance indicates that vague information, no evidence, or an unclear description of the suspected violation makes an allegation less useful. CBP enforcement isn't a customer-service process, so keep pursuing a refund through the seller, marketplace, or payment provider.

FDA: suspected counterfeit medicines and health products

For suspected counterfeit drugs, medical products, or a health product that caused an adverse reaction, use the FDA's MedWatch or other applicable FDA reporting channel. Include the product name, lot or serial number, seller, purchase date, photographs, and details of any injury or illness.

Don't wait for an agency response before seeking medical advice. Keep the product and packaging available in case the marketplace or agency requests more information.

USPTO: what it does not do

The U.S. Patent and Trademark Office handles trademark registration and related intellectual-property administration. It generally isn't the place for a consumer to request a refund or report one counterfeit marketplace transaction. A brand owner may need a platform rights complaint or separate legal enforcement instead.

What happens after a counterfeit complaint?

Several outcomes are possible. The seller issues a refund and provides return instructions. The marketplace asks for more photographs, an authentication report, or proof of purchase. The marketplace removes a listing or restricts a seller but doesn't disclose its internal action. The payment provider investigates and approves or rejects the dispute under its own rules. An agency records the report for a broader investigation, seizure, recall, or enforcement action.

There is no universal U.S. refund deadline or guaranteed seven-to-fourteen-day resolution for counterfeit purchases. The order's marketplace terms and your payment provider's procedures control the practical timeline.

Don't assume that a general 14-day cooling-off period applies to every U.S. online purchase. Return rights often depend on the seller's policy, marketplace rules, and the facts of the transaction. Separately, the FTC says that if a seller gives no shipping time, it generally must ship within 30 days or provide a cancellation and refund option. That shipping rule does not determine whether a product is authentic.

If the marketplace rejects your complaint

Save the rejection email, case number, and stated reason. Check the order page for an appeal or additional-evidence option. Submit a concise response with the strongest proof, such as manufacturer confirmation or clear product differences. Contact the payment provider before its dispute window closes. File an FTC report if the seller used deceptive practices or appears to be part of a wider scheme. Use CBP or FDA reporting when the facts involve imports or a health risk. For a substantial loss or repeated commercial activity, consider contacting your state attorney general's consumer-protection office or a licensed attorney.

Use one consistent account of what happened: when you bought the item, what was advertised, what you received, why it appears counterfeit, and what remedy you requested.

A quick counterfeit complaint checklist

Before submitting any report, confirm that you have the order number and purchase date; the seller's name and marketplace profile; listing screenshots and the original product description; payment and delivery records; clear photos of the item and packaging; serial, lot, or model information; manufacturer or authenticator findings, if available; a record of your refund request and the seller's response; the exact loss, injury, or safety concern; and the correct destination: marketplace, payment provider, FTC, CBP, or FDA.

Start with the refund route today. Preserve the evidence first, then report the product to a government agency when the facts show broader fraud, an import concern, or a safety risk.