Shopee seller sent a fake product and support won’t help, how can I get a proper resolution?

🔹 Why does this happen?
• Some sellers exploit Shopee’s marketplace with counterfeit or knock-off listings;
• Shopee’s moderation may miss these listings or fail to act quickly on buyer complaints;
• Once the “confirm receipt” button is pressed, it’s harder to dispute the order.

🔹 How to get a proper resolution:
• Take clear photos/videos of the fake product, including packaging and any serial number discrepancies;
• File a return/refund request via the Shopee app, selecting “counterfeit item” as the reason;
• If denied, contact Shopee support via in-app chat and request escalation to a case manager;
• Submit your evidence and request a review of the seller’s listing for fraud;
• Report the seller via the product page and consider also reporting to your local consumer protection agency.

❗ Shopee still ignoring your complaint?

👉Share your experience on Xolvie👈. This helps warn other buyers and puts pressure on Shopee to take accountability.