Preserve Evidence Product Evidence: Keep the item intact, including packaging, labels, and tags. For example, retain cosmetic bottles, instructions, and boxes to compare printing quality and craftsmanship with genuine products. Transaction Records: Save order details (product name, price, purchase time) and chat logs with the seller to prove false advertising or misrepresentation. Professional Verification: For high-value items (e.g., electronics, jewelry), obtain a professional appraisal report from a certified institution.
Negotiate with the Seller Raise Your Claim: Contact the seller via Taobao’s platform, clearly state the item is counterfeit, and request a refund, replacement, or compensation (up to 3x the purchase price under China’s Consumer Rights Protection Law). Document Communication: Save screenshots of all negotiations to prevent disputes later.
Request Taobao’s Intervention File a Refund/Return: If the seller refuses to cooperate, initiate an “After-Sales Service” claim on the order page. Upload evidence (photos, appraisals, chat logs) and select “Counterfeit Product” as the reason. Platform Investigation: Taobao typically resolves cases within 3–7 days. If validated, you’ll receive a refund, and the seller may face penalties (e.g., store downgrades or fines).
Escalate to Authorities Consumer Associations: Report to 12315 (China’s consumer hotline) or local market regulators if Taobao’s resolution is unsatisfactory. Legal Action: For high-value disputes, prepare a lawsuit with evidence (e.g., invoices, contracts) and file in the seller’s jurisdiction or your local court.
Key Legal Protections Triple Compensation: Under Consumer Rights Protection Law Article 55, sellers committing fraud must pay 3x the product price (minimum ¥500). Platform Liability: If Taobao cannot provide the seller’s valid contact information, it may be held liable for compensation.
