Genuine or Fake: How to Ensure Customers Trust Your Product's Authenticity
According to Globaleyez, nearly eight out of 10 people (76%) do not feel safe when shopping online with the majority feeling uncertain about the authenticity of products they purchase. Many still think that genuine items can only be bought in brick-and-mortar stores. However, this misconception is increasingly being addressed — especially when online retailers take the right steps to ensure transparency and trust.
Picture a shopper browsing sneakers on an online store. They can only see the product listing, description, and reviews. If the description is clear and detailed, focusing on product specifications rather than generic marketing language, if the reviews are honest, and if the product images reflect the actual item, doubts about its authenticity will likely vanish.
In this article, we’ll explore how to assure your customers that the product they’re buying is genuine, how we, at 4Partners, select suppliers while ensuring quality guarantees for our partners.
Why Customers Doubt the Authenticity of Products
On online marketplaces, classifieds, and some online stores, counterfeit or refurbished goods are often sold at prices similar to those of new, authentic products. The aim of dishonest sellers is usually to make quick profits.
The most common types of misleading products include:
Replicas are exact copies of original items, often sold as budget alternatives to branded goods; sellers of replicas violate intellectual property rights.
The most common types of misleading products include:
Replicas are exact copies of original items, often sold as budget alternatives to branded goods; sellers of replicas violate intellectual property rights.
Counterfeits — altered versions of original products, often with minor differences. They allow criminals to circumvent copyright laws by making small changes to the design or adding details. For example, Nike Air Yeezy 2 SP ‘Red October’ has an average price of $7000.
Refurbished goods — items with defects or previously used products that are repackaged and sold as new at full price.
Typically, customers don't have the opportunity to inspect such products before purchase. As a result, they might end up buying a counterfeit item "blindly," leading to both financial loss and a decrease in trust toward online stores.
The most frequent reasons why customers doubt product authenticity:
Unusually low price. When an item is priced significantly lower than similar products, it can cause shoppers to question whether it’s authentic or a knock-off.
The most frequent reasons why customers doubt product authenticity:
- Fraud. For example, some dishonest sellers disguise counterfeit products as genuine items in online stores and marketplaces.
- Lack of product information. When browsing a product page, customers want clear, detailed information — descriptions, reviews, shipping, and return policies. Without it, they’re more likely to have doubts about the purchase.
- Unable to physically inspect the product. In an online store, customers can’t touch or feel the product before buying. They must rely on photos and descriptions, which can be problematic if the images or details aren’t clear enough.
- No reputation or reviews. If a store is unfamiliar or lacks customer reviews, it naturally raises suspicion. Shoppers want to feel confident that the seller is legitimate.
Unusually low price. When an item is priced significantly lower than similar products, it can cause shoppers to question whether it’s authentic or a knock-off.
Q: Why do customers fear buying branded products in online stores?
A: Customers often doubt the authenticity of the product.
A: Customers often doubt the authenticity of the product.
Simply put: сustomers hesitate to purchase branded products online due to concerns over authenticity. If the product can't be physically inspected, lacks a clear description, is priced unusually low, and the store doesn't have reviews or delivery information, these factors raise suspicions.
How 4Partners Chooses Suppliers
We have over 750 verified suppliers of genuine branded products, including renowned names like Poizon, iHerb, Asos, GAP, and Macy’s. These suppliers offer brands such as Chanel, Dior, New Balance, Nike, Reebok, Guess, Tommy Hilfiger, and Michael Kors. We analyze supplier prices and gather the best deals in one unified catalog.
When choosing a supplier, we focus on two main criteria:
- Authenticity. Products must be genuine and free of defects.
- Price. The price should be below the market average, allowing our partners to sell at competitive markups.
How 4Partners Suppliers Verify Product Authenticity: The Poizon Example
We collaborate with suppliers from Germany, the US, Spain, Poland, Czech Republic, and other countries. We also work with China, and our only supplier in this country is Poizon — a leading global marketplace that offers authentic sneakers, clothing, bags, watches, and accessories from brands like Nike, Gucci, Air Jordan, New Balance, Adidas, and Balmain.
Poizon is a popular marketplace in China with 300 million active users. To put this in perspective, eBay has around 19 million users, Walmart has about 120 million, AliExpress has 7 million, and Amazon has approximately 200 million users.
Poizon is a popular marketplace in China with 300 million active users. To put this in perspective, eBay has around 19 million users, Walmart has about 120 million, AliExpress has 7 million, and Amazon has approximately 200 million users.
On Poizon, shoppers can find popular sneaker models at attractive prices. For example, the New Balance 574 Grey White is priced at $86 on Poizon, compared to $130 on Asos. This price difference arises because many factories are based in China, reducing logistical costs and duties.
Many global brands, including Adidas, Nike, Marc Jacobs, and Levi's, operate factories in China, taking advantage of rent savings, tax breaks, and lower labor costs. As a result, many branded items on Poizon are priced 20% lower than in retail stores, while Poizon ensures that only genuine products are sold — no counterfeits or replicas.
Poizon has its own product verification system called Legit Check. The company’s motto is: "We check first, then ship." If a product fails the authenticity check, Poizon will cancel the order, refund the customer, and blacklist the supplier.
Many global brands, including Adidas, Nike, Marc Jacobs, and Levi's, operate factories in China, taking advantage of rent savings, tax breaks, and lower labor costs. As a result, many branded items on Poizon are priced 20% lower than in retail stores, while Poizon ensures that only genuine products are sold — no counterfeits or replicas.
Poizon has its own product verification system called Legit Check. The company’s motto is: "We check first, then ship." If a product fails the authenticity check, Poizon will cancel the order, refund the customer, and blacklist the supplier.
How to Help Customers Choose the Right Size
Step 1
Poizon’s team inspects items for defects.
For example, when checking sneakers, they examine the shoe box, shoe shape, tongue, and laces.
For each pair of shoes, Poizon takes at least four photos: the appearance of the sneakers, the size tag, and the side label on the shoe box. These photos are taken automatically.
For each pair of shoes, Poizon takes at least four photos: the appearance of the sneakers, the size tag, and the side label on the shoe box. These photos are taken automatically.
Step 2
The verification team checks several product features:
For sneakers — shoe size, stitching, insole glue, steel prints, and side markings on the shoe box.
For sneakers — shoe size, stitching, insole glue, steel prints, and side markings on the shoe box.
For clothing — tags, embroidery, and stitching details.
For bags — engravings on hardware, seam quality, design, and logo.
For watches — crown and hands are inspected, and timekeeping accuracy is checked using a calibration device.
For cosmetics — bottle stamps, font details, and batch numbers are examined.
Step 3
The product undergoes a Legit Check — an authenticity verification. Poizon employees scan the barcode up to three times. If the scanners confirm the authenticity, the product passes the check.
If a product fails the authenticity check, Poizon will cancel the order, refund the customer, and blacklist the supplier.
Step 4
After passing the Legit Check, Poizon adds a certification and original label to the packaging, along with a unique number and QR code for authenticity verification.
Step 5
After successful verification, the product is securely packaged and shipped to the customer.
The Guarantees We Offer Our Customers
4Partners is a dropshipping service that values its partners and reputation.
1. We’ve been in the business since 2009
We have over 15 years of experience in the product business, handling logistics, finding suppliers, and helping partners establish their own businesses.
2. We only work with verified suppliers
We have built trusted relationships with suppliers, with whom we have collaborated for over a decade.
- We source products from Europe — including Germany, Spain, Latvia, and the Czech Republic — where strict EU regulations ensure authenticity.
- For products coming from China, we partner with Poizon, which has its own system for verifying authenticity.
3. We confirm product authenticity
Invoices confirm the authenticity of products and their transfer from the supplier to the buyer. The invoice includes details about the products, their quantity, the recipient, and most importantly — the sender.
Our suppliers are authorized distributors — companies that have been granted permission by manufacturers to sell their products.
Our suppliers are authorized distributors — companies that have been granted permission by manufacturers to sell their products.
4. We offer money-back guarantees
If a product is defective, we guarantee a refund within 3 to 10 days.
How to Convince a Customer of Product Authenticity
Before making a purchase, customers want assurance of both the security of the online store and the authenticity of the products.
Here's how you can help:
1. Verify the legal address of the online store to confirm its legitimacy. This proves the legitimacy of the store. If a customer receives a counterfeit or defective product, they can file a complaint using the legal address.
Here's how you can help:
1. Verify the legal address of the online store to confirm its legitimacy. This proves the legitimacy of the store. If a customer receives a counterfeit or defective product, they can file a complaint using the legal address.
2. Check the product’s barcode upon receipt. Barcodes confirm authenticity and indicate the country of origin.
On websites like Barcodelookup, customers can verify the authenticity of products.
To check the product, they need to enter the barcode number and click "Verify." If the barcode is valid, a confirmation will appear along with the country of origin.
On websites like Barcodelookup, customers can verify the authenticity of products.
To check the product, they need to enter the barcode number and click "Verify." If the barcode is valid, a confirmation will appear along with the country of origin.
3. Verify the product price. An authentic branded item will not be unusually cheap. For example, customers won’t find Chanel perfumes for $10.
4. Compare product photos. Compare the photos of the product on the online store with those on the brand's official website. Often, counterfeit items will have different packaging, tags, and design details.
5. Check the reviews. If reviews include photos, it’s more likely the product is genuine.
4Partners' Team Recommendations
To encourage customers to make a purchase, it is crucial to reassure them that the product is authentic. We have gathered recommendations on the best way to do this. Additionally, we have prepared ready-to-use scripts in case a customer contacts customer support.
1. Create detailed product descriptions and listings
Customers rely on descriptions and photos when shopping online. Providing detailed information about the item, including material, size, and special features, increases trust in its authenticity.
2. Publish сustomer reviews
Reviews serve as proof of authenticity from other buyers. The more positive reviews you have, the higher the chances of making a sale.
3. Build your reputation
By running ads, your online store will gain visibility, leading to more purchases, reviews, and recommendations from customers. This helps build trust in your products' authenticity.
4. Prepare response scripts
Customers may contact support with questions about returns, warranties, or authenticity guarantees. Be quick to respond and reassure them that the product is genuine.
Here are some ready-to-use response scripts from our team:
Here are some ready-to-use response scripts from our team:
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