A counterfeit purchase stings because the item looks almost right. The box may be off. A serial number may fail. You paid for the real thing, and now you want your money back.

You do not need a lawyer to start. A short written complaint, with the order number and photos, usually gets the first response. Use the letter below for a seller, a retailer, or a marketplace support agent. Fill in the brackets. Save a copy before you send it.

Sample letter for counterfeit product complaint

[Your Name]
[Your Address]
[City, State ZIP]
[Email]
[Phone]
[Date]

[Seller Name]
[Seller Address or platform message thread]

Re: Counterfeit product and refund request, Order #[Order Number]

Dear [Seller or Customer Service Manager],

On [Purchase Date], I bought [Product Name] from you for $[Amount] (Order #[Number]). The item is counterfeit. I say that because [specific reasons: packaging differs from the official product, serial number fails verification, poor stitching or materials, authentication result, brand confirmation]. Photos and the receipt are attached.

I am requesting a full refund of $[Amount] plus any shipping charges I paid. Please send me a prepaid return label if you want the item back. I would like a response by [Date, usually 5 to 10 business days]. If we can't resolve this, I will escalate through [platform name] and my payment provider, and I may file a complaint with the FTC or my state attorney general.

Please confirm receipt of this message.

Sincerely,
[Your Name]

Before you send it, put "counterfeit" and the order number in the subject line. Attach the receipt, listing screenshots, and clear photos. If an authentication service gave you a report, attach that too.

Email template for a marketplace claim

When the seller goes quiet, the platform may need a formal claim. Keep the subject line plain. Use the same evidence you already sent the seller.

Subject: Counterfeit item, Order #[Number], refund requested

Dear [Platform] Support,

I received a counterfeit [product] from seller [seller name] in order #[number] placed on [date]. The listing described [product] as genuine. The item I received is not authentic because [evidence].

I attached photos, the receipt, and [authentication report or screenshots]. Please open a claim under [platform's buyer protection program]. I want a full refund of $[amount] and a prepaid return label if the item must be returned.

I contacted the seller on [date] and [did not receive a reply / the seller refused a refund]. My account email is [email]. The order is [order number or link].

Thank you,
[Your Name]

A platform claim is not a police report. It is a buyer protection request. The platform will check whether the item was not as described or whether the seller broke its counterfeit policy.

Template for reporting a fake to the brand owner

Brands rarely refund you directly. They can verify authenticity or take down listings. Sometimes they help a platform move faster. Keep the brand report short: you are not asking for money from the brand. You are asking for written confirmation or a listing takedown.

Subject: Report of counterfeit [brand product] from unauthorized seller

Dear [Brand] Intellectual Property or Customer Care Team,

I bought a [product] that appears to be counterfeit. I purchased it from [seller/platform] on [date], order #[number]. The details that concern me are [serial number mismatch, logo error, packaging difference, authentication result]. Photos are attached.

I am not asking you to refund me directly. I want to report the seller and confirm whether the item is authentic. If you can verify it, please send that in writing because I plan to use it with the seller and the platform. I can provide the item or more photos if useful.

Thank you,
[Your Name]

Final refund request template

Wait until the seller or platform has had a real chance to answer. This letter creates a clean record. It should not read like a courtroom threat.

[Your Name]
[Address]
[Date]

[Seller or Company]
[Address]

Subject: Final refund request for counterfeit [product], Order #[Number]

Dear [Recipient],

I wrote to you on [date] about the counterfeit [product] I bought for $[amount]. I have not received a refund or a satisfactory response. The item is not authentic for these reasons: [brief evidence]. I want a full refund of $[amount] plus [shipping or other costs].

Please respond by [date, usually 7 to 10 days]. If I don't hear from you, I will dispute the charge with my card issuer, file a complaint with the FTC and my state attorney general, and report the listing to the brand owner and the platform. I am keeping all messages, receipts, and photos.

Sincerely,
[Your Name]

What actually controls the refund

Four things decide most counterfeit refund cases: the seller's return policy, the platform's buyer protection rules, your payment method, and consumer protection law. Turns out, they can pull in different directions.

A seller who says "no returns" still has to follow a marketplace's item-not-as-described process. Your card issuer has its own deadlines. State law may add rights, and the details shift by state.

Start with the terms you agreed to. Check the listing, the checkout page, and the platform policy. The FTC has a plain-language guide on solving problems with a business. It covers refunds and complaints.

A counterfeit item is not the same as a cheap knockoff sold as a knockoff. It is a product that misleads you into believing it is genuine, authorized, or compliant. eBay's counterfeit policy uses that definition. It lists misused trademarks, logos, copyrights, protected designs, and trade dress as examples.

Step by step: from complaint to refund

1. Prove the item is fake. Platforms ask for specifics, so do not just say "it's fake." Compare the item with official photos. Check serial numbers, packaging, labels, and workmanship. Save the listing before it disappears. Sellers can pull a listing the moment a complaint lands. Build a file with the order confirmation, receipt, listing screenshots, photos of the item and packaging, any authentication report, and all messages with the seller.

2. Write to the seller through the platform's message system. That creates a record. Ask for a full refund and a prepaid return label. Give a deadline, usually three to five business days. eBay's process gives sellers about three business days to respond in some Money Back Guarantee cases.

3. Escalate to the platform if the seller stalls or refuses. Open a claim under the marketplace's buyer protection program. Amazon and eBay both have one. For eBay, use the eBay Money Back Guarantee policy. That page covers deadlines, seller response times, and appeals. eBay buyers can appeal a decision within 30 calendar days. For item-not-received claims, the latest report date is 30 calendar days after the estimated or actual delivery date. Not-as-described claims may follow different rules, so check the policy for your order.

4. Dispute with your payment provider if the platform denies the claim or the deadline passes. Call your card issuer and ask for a billing error dispute, not just a chargeback. You will usually need to send a written notice to the address on your statement. Keep it short: what you bought, when, why it's counterfeit, and what you want.

5. Report to regulators and the brand. The FTC collects complaints about deceptive practices. It will not get your money back, but it can help build pattern cases. State attorneys general and consumer protection offices may act. If the item was imported, U.S. Customs and Border Protection has an e-Allegation process. Brand owners often have IP protection pages or email addresses. A brand report can help pull the listing and support your platform claim.

6. Follow up on a schedule. Put a note on your calendar. If nothing comes back, send a short reminder with the original complaint attached. Do not start a new thread every day.

Where to send your complaint

Mistakes that slow refunds

The fastest way to lose is to miss a deadline. Platform and card windows close. Angry messages do not help. Facts do. Send photos, the original listing, and the receipt the first time.

File the right claim type, too. Item-not-received does not fit when the item arrived and was fake. Do not accept a partial refund until you understand what you give up. And do not drop the case just because the seller says no.

If the seller says the item is authentic

Sellers pull this move all the time. They insist the item is genuine. Or they blame you. Thing is, arguing in circles does not help.

Ask for a written explanation with specific authentication details. Send whatever they give you to the platform along with your own evidence. A brand confirmation carries more weight than a generic accusation. If the brand cannot help, focus on the listing's promises. If it said genuine and the item was not, that is a not-as-described issue. The platform's buyer protection should cover it.

FAQ

Do I need a lawyer to send a counterfeit complaint?

No. Most refunds start with a seller message or a platform claim. A lawyer may make sense for large losses or repeat fraud. It is not step one.

Should I send a letter or email?

Email or a platform message is faster and easier to track. A certified letter helps when the seller ignores you or you need a formal record. The FTC's guide includes a sample complaint letter.

What if I already used the item?

You can still complain. Do not destroy it. Take photos and keep the packaging. Using an item does not automatically cancel a not-as-described claim, but it can complicate the return. Check the platform's policy.

Can I complain if I bought from a social media seller?

Yes. Your platform protections may be thinner. Try the payment app or your card issuer. File complaints with the FTC and your state attorney general. Keep screenshots of the listing and messages.

Send the first message today. One page is plenty. Three clear photos will do. Set a reminder to follow up in three business days.