Counterfeiting dispute: no support response after 4 days, what to do?

Vinted Problems
1

Hello,

I opened a dispute for suspected counterfeiting on the same day I received the item, with numerous supporting elements and evidence. It has now been 4 days that I have been waiting for a concrete response from support despite several follow-ups.

I also tried to contact the legal department by email, but without any response so far.

I would also like to point out that I have provided far more evidence than necessary to demonstrate the potentially counterfeit nature of the item received. In particular, I have provided detailed photo comparisons between the product received and authentic models, highlighting numerous differences in manufacturing and finishing. I have also noted several inconsistencies in the initial listing and in other listings published on the same platform by the same seller, particularly concerning the displayed sizes and the photos used. Finally, a comment left in the seller’s reviews already mentions a potential previous problem of reselling counterfeit goods, which further strengthens the legitimate suspicions regarding the authenticity of the items offered.

The problem is that the seller wants me to return the item when everything indicates that it is a counterfeit. I am not comfortable with the idea of returning it and participating in this system, especially since buyer protection is supposed to cover this type of situation. According to the platform’s rules, a counterfeit item should normally entitle you to a refund without the obligation to return it.

Another issue: the order is no longer suspended even though the dispute is still under review. I therefore risk being forced to return the item before a decision is made on the case.

I don’t know what to do:

  • is it normal for a counterfeit dispute to remain unanswered for so long?

  • should I continue to follow up with support or wait?

  • should I refuse the return until the dispute has been reviewed?

  • have some people already received a refund without a return in this kind of situation?

  • when should I consider an external report (DGCCRF, consumer association, etc.)?

Thank you in advance for your advice and experience.

2 Likes
2

Honestly, 4 days without a response on a counterfeit dispute on Vinted, that doesn’t even shock me anymore… Support is often very slow when there’s a suspicion of a fake, especially when they have to « analyze Â» the evidence. Keep calmly following up through the dispute AND by email, it leaves traces.

However, if I were you, I wouldn’t send anything back until there’s a clear decision from support. If the item is genuinely counterfeit, the platform shouldn’t normally ask for a standard return to the seller. Many have already received refunds without returns in such cases, but it depends heavily on the case and the person handling the dispute…

The fact that you provided:

detailed comparisons,

inconsistencies in the listings,

manufacturing differences,

and even reviews already mentioning suspicions,

seriously strengthens your case.

And yes, the most annoying thing about Vinted is that sometimes the order « resumes Â» while the dispute is still under review… it’s managed very poorly. Most importantly, take screenshots of everything: listings, messages, evidence, dispute status, deadlines, etc.

If it really takes too long (like more than a week without a real response), personally I would start considering:

reporting to SignalConso/DGCCRF,

mediation,

or even a consumer association if it’s a large sum.

But for now, keep the item and wait for an official response before sending anything.

1 Like
3

Thank you so much for your message, honestly it reassures me a little to see that I’m not the only one who finds Vinted’s management catastrophic in this kind of situation…

What worries me most right now is that the return window expires tomorrow. So I don’t know if I should send the item back or keep it while waiting for an official decision from support. Since the seller is clearly malicious, I’m also afraid she’ll block me as soon as the transaction ends in the chat.

And since support still hasn’t responded to me despite all the evidence sent, I’m afraid that doing nothing before tomorrow will affect my dispute and that I won’t be able to get a refund in the end…

In any case, I’ll continue to save everything and follow up calmly as you advised me.

4

Returning the item is the only thing to do in this case. What is your goal: to be reimbursed? You will be.
Vinted is not able to verify the authenticity of the item remotely, they offer very few « human Â» services, and in return, they charge low fees.
Furthermore, they now offer a paid authentication service, similar to Vestiaire Collective. If you have any doubts, that’s what you should choose at the time of purchase.

I myself have just returned a deteriorated item indicated as « in very good condition Â». I’m not looking any further, I’ll be reimbursed, and that’s that.

1 Like
5

Now, if your goal is to combat the sale of counterfeit goods on Vinted, that’s another matter. But if it’s a refund you’re looking for, then opt for a return.

6

I also don’t understand why you don’t return the item. What outcome are you wanting? You will have a refund. I’m not sure what you are trying to achieve.. you possibly will not get a refund if you continue. I think when you buy on a site like vinted and you are not happy with the item, your only option is to return. If you want absolute certainty of no counterfeit and / or are not open to returning an item, it’s best to buy in retail settings directly.

2 Likes