What to Do If You Bought a Counterfeit Product Online

For consumers. Think you received a fake instead of what you ordered? Here's a general, step-by-step overview of what to do next.

Don't panic — document first

Before contacting anyone, take clear photos of the item, packaging, shipping label, and any listing screenshots. This documentation is generally useful whether you're requesting a refund, filing a platform report, or reporting to a government agency.

Start with the platform or seller

Most major online marketplaces have a formal process for reporting suspected counterfeit items and requesting a refund, separate from a standard return. Using the platform's official reporting flow (rather than just leaving a review) is generally the fastest way to get resolution and helps the platform take broader action.

Request a refund or file a chargeback

If the seller won't resolve it, many platforms offer buyer protection programs. If you paid by credit card, a chargeback is another general option — check your card issuer's specific dispute process and time limits.

Report it beyond just getting your money back

Getting refunded doesn't stop the same seller from selling to others. Reporting suspected counterfeit sales to the platform's brand protection or trust & safety team, and to general government reporting channels, helps address the broader problem — without you needing to accuse any specific seller of wrongdoing beyond what you experienced.

Where to report

The FTC accepts general consumer complaints about counterfeit and deceptive sales practices, and U.S. Customs and Border Protection accepts general tips about counterfeit goods entering the country. These are general reporting channels, not a guarantee of any specific outcome for your individual purchase.

Frequently asked

Recommended resources

A few tools, references, and guides readers researching this topic often find useful. As an Amazon Associate we may earn from qualifying purchases.

Related guides