E-commerce
July 1, 2026
"I bought on your site, but the product looks fake to me." "I saw a copy of your brand on Amazon, what are you doing about it?" "How can I be sure that this Vinted is not a counterfeit?" Three tickets where a poorly handled suspicion of counterfeit destroys trust or opens the door to abusive refunds.
The e-commerce counterfeit support covers direct post-purchase doubt, marketplace reporting, pre-purchase verification, and legal escalation. Distinct from COA alone (#565): here, it's about fake copy products and brand reputation, not duplicate certificates.
This guide #567 covers policy FAKE-SUP, flow FK-1 to FK-8, and matrix FAKE-MAP. Primary CS counterfeit content. Future CS pair auth doubts bot (#568).
Summary
Why does counterfeiting generate sensitive tickets?
A counterfeit ticket mixes emotion, money, and reputation. The customer sometimes accuses falsely; sometimes they are right. A third party reports a copy on a marketplace without buying from you. Every improvised response can validate a fraudulent refund or ignore actual fraud.
Five typical frictions
Direct post-purchase doubt: official website customer thinks the product is fake
Marketplace reporting: copy spotted on Amazon, Vinted, Leboncoin
Pre-purchase verification: how to know if it is authentic
Third-party purchase: fake bought elsewhere, brand contacted
Dispute refund: refund demanded without proof of investigation
EUIPO estimates that 66% of young people have bought at least one counterfeit product without knowing it, reinforcing the need for clear verification channels (EUIPO, e-commerce counterfeiting 2026). Without FAKE-MAP, agents promise refunds or deny claims without a process.
FAKE #567 vs AUTHCERT #565, NUMED #563, second hand and bot #568
Five types of content, five distinct trust perspectives.
Quick matrix
#567 FAKE: counterfeit copy marketplace refund investigate
#565 AUTHCERT: COA verify duplicate reissue
#563 NUMED: serial collector numed_counterfeit_report
Second-hand: purchaser resale verify guidance
#568 FAKEbot: bot doubts auth proof limits escalation
#565 = COA document. #567 = fake copy product and marketplace reporting. Pipeline: bot #568 explain verify → #567 investigate refund legal.
Which fake_* typologies should be classified?
Eight counterfeit ticket scenarios.
Eight fake typologies
fake_direct_doubt: official website purchase, product seems fake
fake_marketplace_report: reporting of a marketplace copy listing
fake_verify_prebuy: how to verify before purchasing
fake_third_party: fake purchased outside official channel
fake_refund_claim: refund demanded on suspicion of counterfeit
fake_copy_similar: similar product, copy or inspiration
fake_warranty_claim: after-sales warranty on non-authentic product
fake_legal_escalate: threat of police complaint or lawyer
Tags: fake, counterfeit, authenticity_doubt, marketplace. FAKE-MAP-GROUNDED: refund investigate from map only.
How to structure the FAKE-MAP matrix?
The FAKE-MAP matrix documents the counterfeiting process by SKU or category for agents and future bot #568.
FAKE-MAP Columns
fake_sku_scope: SKU category or all premium
verify_url: official QR serial registry page
auth_markers: hologram packaging serial location
official_channels: site stores authorized retailers
investigate_steps: photos proof agent checklist
refund_if_confirmed: refund policy if direct confirmed fake
marketplace_takedown: legal ops reporting process
legal_contact: brand protection escalation
Sync legal ops, /authenticity page, AUTHCERT-MAP verify_url if overlap and helpdesk macros. Quarterly audit: reported listings processed.
FAKE-SUP policy in six rules
Six rules for counterfeiting support.
FAKE-MAP-GROUNDED: verify refund takedown from map only
SOURCE-CLARIFY: direct purchase vs third party vs report only
VERIFY-OFFICIAL-ONLY: auth proof via verify_url registry only
INVESTIGATE-BEFORE-REFUND: no refund without investigate_steps map
MARKETPLACE-ESCALATE: report → legal ops takedown playbook
LEGAL-ROUTING: threat of lawsuit → legal_contact map
Flow FAKE FK-1 to FK-8
Eight-step counterfeit agent flow.
FK-1 Intake: fake_* intent + source purchase order_ref
FK-2 Source classify: direct third_party marketplace report
FK-3 FAKE-MAP: verify_url auth_markers investigate
FK-4 Proof collect: photos serial listing URL packaging
FK-5 Verify: registry verify_url status if serial provided
FK-6 Classify: doubt refund report legal warranty
FK-7 Respond: macro FAKE grounded map
FK-8 Execute close: refund exchange takedown legal tag fake_resolved
SLA: fake_direct_doubt acknowledge within 4 hours, investigate_steps launched same interaction.
Essential FAKE macros
Four macro agents.
FAKE-VERIFY-01
« Authenticity verification: official page [verify_url]. Authentic markers: [auth_markers map]. Official channels: [official_channels]. Proof outside this channel is not valid. »
FAKE-SOURCE-01
« Purchase source: [direct site / third party / marketplace report]. [If direct: investigate_steps launched, photos required [list].] [If third party: limited CS verify guidance, no brand refund.] [If report: marketplace_takedown process legal ops.] »
FAKE-MARKETPLACE-01
« Listing report [marketplace URL]: forwarded to brand protection [legal_contact]. Processing time [sla_takedown map]. Please do not contact the seller directly. »
FAKE-REFUND-01
« Counterfeit investigation order [order_ref]: [status in progress / fake confirmed / authentic confirmed]. [If fake confirmed direct: refund_if_confirmed map.] [If authentic: auth_markers explained verify_url.] Delay [investigate_sla]. »
Edge cases: COA, luxury, refurbished, and price comparison
Five cases outside the standard macro verify.
Fake or missing COA: AUTHCERT #565 authcert_counterfeit
Serial collector: NUMED #563 numed_counterfeit_report
Premium luxury: discretion white-glove investigate
Refurbished: not counterfeit certified refurb
Low marketplace price: price comparison distinct fake report
Third-party purchase Vinted: FAKE-VERIFY-01 guidance only. Brand refund reserved for direct purchase confirmed fake investigate_steps.
Essential fake KPIs
Five FAKE steering metrics.
fake_ticket_rate: counterfeit tickets / SKU scope sales
fake_resolution_sla: direct doubt close investigate delay
fake_refund_confirmed_rate: confirmed fake refunds / direct investigations
fake_marketplace_takedown_sla: legal processed reporting delay
fake_false_positive_rate: confirmed authentic / direct investigations
Target: fake_resolution_sla under 72 hours on fake_direct_doubt with documented investigate_steps.
FAKE anti-patterns
Five common mistakes.
Immediate refund without proof: INVESTIGATE-BEFORE-REFUND
Denying without checking registry: VERIFY-OFFICIAL-ONLY
Third-party purchase refund: SOURCE-CLARIFY
Signal ignored: MARKETPLACE-ESCALATE
Minimized legal threat: LEGAL-ROUTING
FAKE with Qstomy
Qstomy on Shopify: detect fake intent, FAKE-MAP RAG source classify, verify_url cite, proof collect workflow, handoff #568 bot tier 1 doubts.
Pipeline: #568 bot verify explain limits → #567 investigate refund takedown legal execute.
Explore AI support and request a demo.
Checklist, FAQ and going further
FAKE Checklist (8 steps)
FAKE-MAP v1: verify markers channels investigate refund
Policy FAKE-SUP: 6 INVESTIGATE-BEFORE-REFUND rules
8 fake_* typologies: helpdesk tags
4 FAKE-* macros: VERIFY SOURCE MARKETPLACE REFUND
Page /authenticity: verify_url auth_markers public
Legal ops playbook: marketplace takedown contact
45-min agent training: source classify scenario
KPI Dashboard: fake_* section 9
FAQ
Difference AUTHCERT #565?
#565 = COA duplicate verify document. #567 = counterfeit product copy marketplace refund investigate.
Customer bought fake on Vinted?
FAKE-SOURCE-01 guidance verify only. No brand refund.
Immediate refund?
INVESTIGATE-BEFORE-REFUND. FAKE-REFUND-01 after investigate_steps.
Is Bot #568 enough?
Tier 1 verify explain limits. Investigate refund execute → agents #567.
Going further
p: Second hand
This week: publish FAKE-MAP SKU premium, test FAKE-SOURCE-01 direct vs third-party scenario, measure fake_resolution_sla.
Enzo
July 1, 2026
