The worst way to handle a suspected counterfeit is to turn uncertainty about an item into an accusation about the person standing across the counter.
Customers may not know an item is counterfeit. They may have received it as a gift, inherited it, bought it secondhand, or simply trusted the wrong seller. A professional conversation protects the customer relationship while protecting the store from a transaction it should not complete.
Start with the process, not the accusation
Use neutral language: “We verify selected luxury items before we make a final offer.” That makes the pause about store policy rather than the customer's honesty.
Avoid “you brought us a fake” or “this is definitely counterfeit” unless the store has a conclusive result and a policy for communicating it. The employee's job is to explain the business decision, not interrogate the customer.
Say what you know and what you do not
If visual details raise concern, say the store cannot confirm authenticity from its initial review. If an independent authentication result is available, explain what that result says without adding conclusions it does not contain.
Through Bravo's partnership with Entrupy, Bravo customers can access Entrupy as a separate authentication service. Entrupy is not built into Bravo, and Bravo does not perform the authentication.
Use a simple conversation structure
- Policy: “We authenticate selected luxury items before buying or lending on them.”
- Finding: “We were not able to verify this item for the transaction.”
- Decision: “We are not able to make an offer or loan on it today.”
- Next step: “If you have purchase records or want another independent opinion, you may choose to follow up with the original seller or an authentication provider.”
Keep the message short. Repeating stronger language rarely improves the outcome.
Do not turn the counter into a courtroom
Employees should not debate where the customer bought the item, estimate whether the original seller committed fraud, or make legal claims. If the customer becomes upset, repeat the store decision and involve a manager.
Follow store policy and applicable law for possession, return, reporting, and documentation. The conversation guide is customer-service guidance, not legal advice.
Close the interaction with respect
Thank the customer for giving the store the opportunity to review the item. If the relationship allows it, explain that the same verification standards protect customers who later buy luxury goods from the store.
A declined transaction does not have to become a lost customer. Calm language, consistent policy, and a clear next step give the relationship the best chance to continue.