E-commerce
July 1, 2026
A customer may fear that they have received a counterfeit, see a cheaper copy elsewhere, or not know if a seller is authorized. The subject is sensitive because it touches on safety, warranty, and brand reputation.
The chatbot must help verify available information, request useful proof, and transfer cases of authenticity, marketplace issues, or warranty. It must not accuse a seller or confirm a counterfeit without validation.
This guide shows how to handle questions about counterfeits precisely and calmly.
Summary
Why are issues of counterfeiting so sensitive?
The customer is often looking for an urgent answer: can they use the product, is it covered by the warranty, have they been misled, should they ask for a refund? A wrong answer can create a legal or safety risk.
The chatbot must therefore remain factual. It can collect authenticity evidence, but it must not declare a counterfeit without a confirmed procedure.
On authenticity, the chatbot should help verify, not render an improvised verdict.
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What information should be collected?
The bot must request the purchase channel, proof of purchase, seller, serial number, batch, photos, packaging, price, date, marketplace listing, and the differences observed.
It must also check whether the customer purchased
How to guide the verification?
The chatbot can indicate the elements to compare: packaging quality, label, serial number, logo, instructions, seals, texture, or product behavior according to official sources.
It must specify that these clues do not replace validation by the competent team when the brand has an authenticity procedure.
How do we talk about marketplaces?
If the product comes from a marketplace, the customer must know if the seller is authorized, which platform manages the transaction, and what proof is required. The brand may not have access to all order information.
The bot can direct the customer to the seller or the platform while collecting a report if the brand allows for it.
How to manage warranty and security?
The warranty may depend on the purchase channel, proof of purchase, and confirmed authenticity. The chatbot must not promise coverage before verification.
If the product poses a potential safety, health, or usage risk, the bot must advise not to use it and transfer the case quickly.
Which flow to follow?
The flow must document before concluding.
Identify the product, seller, channel, proof of purchase, serial number, batch, and date.
Collect photos, packaging, observed differences, price, and any marketplace link.
Compare with available official elements without confirming too quickly.
Explain the rules for warranty, reporting, or returns according to the purchasing channel.
Escalate issues regarding authenticity, safety, disputed warranty, suspicious marketplace, and litigation.
Which messages should be used?
To be cautious: "I can help you gather the information, but authenticity must be confirmed through the established procedure."
For proof: "A photo of the packaging, serial number, and proof of purchase can help the team verify."
For safety: "If you think the product may pose a risk, avoid using it before verification."
When to transfer?
Transfer is necessary if the customer suspects a counterfeit, if the product affects health or safety, if the warranty is disputed, if a marketplace seller is reported, or if proof of purchase needs to be verified.
The bot must transmit product, seller, channel, photos, serial number, proof, link, risk, customer request, and urgency.
Which KPIs should be monitored?
Follow reports of counterfeiting, suspicious sellers, denied warranties, incomplete evidence, risky products, marketplace disputes, and verification delays.
This data helps the brand protect its customers and sales channels.
Which mistakes should be avoided?
Avoid accusing a seller without proof, confirming authenticity without a process, ignoring a security risk, or promising a guarantee before validation.
The chatbot must remain calm, factual, and evidence-oriented.
How can Qstomy help?
Qstomy can connect the chatbot to support conversations, quality rules, the catalog, group orders, cosmetic sheets, authenticity procedures, data policies, and human teams to respond clearly, and then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without inventing a data use, a volume discount, medical advice, routine compatibility, or proof of authenticity that still needs to be confirmed by a reliable source.
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Key takeaways
Key Takeaways
Counterfeiting issues require proof, purchase channel, seller, serial number, photos, warranty, and authenticity procedure.
What the customer must understand
The customer must know what to check and what proof to provide without receiving an unconfirmed verdict.
The appropriate limit of the chatbot
The chatbot can document the case, but it must escalate authenticity, safety, warranty, suspicious marketplaces, and disputes.
Enzo
July 1, 2026
