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There have been inquiries about using lot number color to determine whether a product is counterfeit. While most products have historically used black or blue lot numbers, other colors such as yellow or orange may occasionally appear.
Lot number color alone is not a reliable indicator of product authenticity.
This article outlines the correct process for reviewing potential counterfeit concerns to ensure accurate verification and appropriate escalation when necessary.
Key Policy
Key Policy
Do not rely solely on lot number color to determine authenticity.
Lot number color variations can occur and do not automatically indicate that a product is fake or counterfeit.
Required Verification Process
Required Verification Process
When handling a potential counterfeit concern, follow these steps:
1. Verify the Purchase Source
1. Verify the Purchase Source
First, confirm where the customer purchased the product:
Directly from us
From an authorized seller such as:
Walmart
Target
Amazon
GNC
Other approved retail partners
If the product was purchased directly from us or from an authorized seller, reassure the customer accordingly.
2. Attempt Order Lookup
2. Attempt Order Lookup
If the customer claims the product was purchased directly from us:
Search for the order in the system.
Confirm purchase details and fulfillment records.
If the order is located and verified, reassure the customer that the product is authentic.
3. Escalation Process
3. Escalation Process
If authenticity cannot be confirmed through:
Purchase source verification, or
Order lookup
Escalate the case to your CSM.
The CSM may escalate through the manufacturing channel to verify the specific lot number if required.
Important Guidelines
Important Guidelines
Do not tell customers that a product is counterfeit based solely on lot number color.
Do not speculate about authenticity without verification.
Always follow the verification and escalation process before making any determination.
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