Your complaint was rejected. Usually it's the ground, not the evidence.

Sellers assume a refused report means they didn't send enough proof, so they gather more screenshots and file the same claim again. It gets refused again. The problem is almost always that the claim was filed on a ground the other side can dismantle in one reply.

Not all grounds are equally hard to knock down

A platform moderator is not deciding who is morally right. They are deciding which of two parties has produced something the other cannot rebut. Grounds differ enormously in how easy they are to rebut — and that, not the strength of your outrage, decides the outcome.

Hardest to rebut
Your own photographs and video
You own the image from the moment you took it. To defeat the claim the other seller has to prove they created the same photograph — and they cannot, because they didn't. There is no invoice, no receipt and no supplier letter that answers a copyright claim over your studio shot. This is why a photo claim survives a counter-notice when nothing else does.
Strong
Your listing copy and product description
Same mechanism as photographs. Text you wrote is protected as written, and a reseller who copy-pasted it has no way to show authorship. Weaker than images only because short, purely factual lines (dimensions, part numbers) are not protectable on their own.
Strong, if it applies
Material difference — genuine goods, not genuine offer
Where a reseller is selling your actual product, "counterfeit" is false and the claim will fail. But goods sold outside your authorised channel are frequently not the same offer: no warranty, different packaging, no serial registration, no quality control. That difference is itself the ground. It has to be set out specifically — a form-filling service will not write it, because it isn't a checkbox.
Situational
Registered trademark
Powerful when the mark is registered in the right territory and class and the other side is using it on their listing. Useless if the registration is still pending, filed in the wrong class, or if the seller never used your brand name at all.
Weakest in practice
"This is a counterfeit"
The most common ground filed, and the easiest to defeat. The seller replies with a supplier invoice showing they bought stock somewhere, and the platform reinstates the listing. The invoice does not need to be impressive — it only needs to make the counterfeit allegation look contested. Most rejected reports we see were filed here.

What this means for your refused report

If your claim was refused, work back through it and ask one question: what would the other seller have to produce to make it go away?

If the answer is "a piece of paper they can obtain" — an invoice, a supplier declaration, a distribution agreement — the claim was built on sand, and refiling it with more screenshots will change nothing. If the answer is "proof they created something they did not create", the claim holds, and a rejection is usually a formatting or evidence-presentation problem worth fixing.

The same infringement can often be filed several ways

One hijacked listing frequently contains your photographs, your description, your brand name and, sometimes, a genuinely counterfeit product. Those are four different grounds with four different levels of resistance. Choosing which one to lead with is the entire job.

A warning worth more than the rest of this page

Filing complaints you cannot support is not a free shot. Platforms track complainants, and a pattern of reports that get overturned puts your own selling account at risk — some of the worst outcomes we see come from sellers who filed ten aggressive claims in a week. Fewer, better-grounded filings do more.

What we can't do, said before you pay

We are not attorneys and do not provide legal representation. We prepare and file claims through platform mechanisms. We don't go to court and we don't give legal advice.
We can't guarantee a platform's decision. We control the quality of the filing and how hard it's pursued — not the outcome.
We won't file a claim we think is unfounded. If your case sits at the bottom of the ladder above and there is nothing better to file, we will tell you that instead of taking the fee.

Send us the report that was refused

Include the platform's rejection message if you still have it. We'll tell you which ground it was filed on, whether a stronger one is available, and whether it's worth refiling — at no cost.