topic Re: Counterfeit item issue not approved in Member To Member Support

Counterfeit item issue not approved

brucely — Mon, 27 Apr 2026 11:57:52 GMT

I received a pair of counterfeit sunglasses which misrepresented the description (it said they were metal when they were plastic).

Ebay turned down my protest AND my appeal saying in both instances that the item "was not in violation of their policies" I thought that...

Counterfeit Items Policy — eBay strictly prohibits the listing or sale of counterfeit goods. Items that imitate authentic brands without authorization are not allowed on the platform, regardless of how they're described.

Listing Misrepresentation — Even setting aside the counterfeit issue, deliberately describing an item inaccurately (e.g., claiming a fake is genuine) violates eBay's rules on honest, accurate listings. Sellers are required to describe items truthfully.

Am I missing something? Why has ebay not supported my issue?

Re: Counterfeit item issue not approved

plpmr — Mon, 27 Apr 2026 12:28:08 GMT

if you open an eBay not as described case you will be supported -

https://resolutioncentre.ebay.co.uk/

Re: Counterfeit item issue not approved

brucely — Mon, 27 Apr 2026 13:17:50 GMT

I don't see an option for "not as described". I did "help & report" > "a problem in the listing" > "description is unrelated to the item". Is this wrong?

Re: Counterfeit item issue not approved

tobiasd4 — Mon, 27 Apr 2026 14:11:01 GMT

You reported listing.

You need to open item not as described case, escalate on day 4 if no label or refund.

Click on "Ebay help" top right of page.

Re: Counterfeit item issue not approved

brucely — Mon, 27 Apr 2026 14:58:14 GMT

I'm getting confused by these instructions. I went to the top-left corner of the page and clicked on "Help and Contact" (is that that you mean by "ebay help"... nothing is actually labelled as "ebay help").

There is no option for "open item".

Re: Counterfeit item issue not approved

tobiasd4 — Mon, 27 Apr 2026 15:25:43 GMT

It is top right of answer centre page.

You can also go to item in your purchase history, click more actions - return this item - return reason - item didn't match description.

You may need to scroll down the page to get correct reason.

Re: Counterfeit item issue not approved

jckl1957 — Mon, 27 Apr 2026 15:40:14 GMT

You are being advised to use the Ebay Money back Guarantee and open a return.

The seller will have to provide a label and refund you in full when they get the item back.

Returning an item and leaving appropriate feedback are the best way of dealing with receiving fake items.

Reporting the item, without evidence, will have no effect.

Use this link.

Request a return