Need advice: Did I buy a counterfeit $200 Canon toner cartridge?
I got a Canon MF287dw printer in April, which works nicely, but the starter ink cartridge ran out in May. Canon was selling high-capacity replacements at just over $200 on their website, while eBay was just under $200. So I selected a seller with higher than 99% feedback (yourdealguy777) and paid on May 30th.
https://www.ebay.ca/itm/366325353306
Shipping was very slow. When it arrived, I noticed the hologram sticker (proof of authenticity) was shiny but not holographic, and the QR code had been glued on. When I took the cartridge out of the box, it seemed to be made of inferior plastic, and when I put it into the printer, it gave an error message indicating the cartridge "may be counterfeit".
Naturally, I contacted the seller. On eBay nowadays, there's only one way to do that (the messages tab), no email or anything, so I sent a message. He didn't reply. A few days later, I sent another. He didn't reply to that one either.
At that point, I dug deep into his feedback, and found several accusing him of selling fakes/counterfeits and of ignoring all attempts to fix it. Not good. I should have just paid $20 more and got it right from the warehouse.
Anyway, I filed with PayPal, and gave a long explanation. They said they would contact him for his side of the story. He ignored that too.
But suddenly, last week, a package arrived. It didn't say who it was from, but when I finally tracked that down, it was from eBay. So apparently after I complained to him, he sent me a second cartridge? But didn't bother to reply to me so that I'd know it was coming? Or tell me what to do with the first ("counterfeit") cartridge?
This Canon box didn't even have a holographic decal at all.
Canon.com says:
Once I got the second (replacement) cartridge out of the box, it's clear the plastic is an inferior grade (swirls, cloudy, not perfectly flat, etc). You can see it in these photos. First, my original (genuine) cartridge:
And now the second (replacement) cartridge:
Here's a closeup. First, the genuine cartrige:
And now the second eBay cartridge:
You may notice something else that's not the same - the position of the big rectangular notch! It's all the way left on the genuine cartridge, and way off to the right on the eBay cartridge. It is this notch which guides the cartridge into the printer, and is different for every model.
I checked the first eBay cartridge I was sent (the one that is identified as "counterfeit"), and its notches are all in the right places. It looks cheap, and it doesn't work, but it IS the right shape. Second one? Not so much.
Have a look at the other side - it isn't quite right either. First, the real one:
And now the eBay one:
Massive differences on the left side!
This second (replacement) cartridge is simply not the correct shape. And sure enough, it doesn't fit into the printer at all.
There it sits, half way into the printer, at a slight angle. Nothing gets it in there, and I tried, trust me. It doesn't go in. When I try another cartridge, that goes in like a charm. But not the second eBay cartridge.
Here's my real cartridge's label:
Here's the second eBay cartridge's label:
So apparently it's fake. Which makes 2 for 2. I've been doing eBay 25 years, I know the ropes. And I know eBay doesn't care - they allow counterfeiters because they get their cut. All the buyer can do is send the item back (at their own cost) for a refund.
I called Canon and the guy said they see that a lot. He said he can't say for sure without having them in his hands, but they sound counterfeit, and the lack of proper decal (and lack of a decal at all) make it pretty cut and dry. He recorded my experience and the seller's name.
I filed a complained with eBay, which only allowed 1000 characters and 3 photos, but I did my best. Literally one second after pressing SUBMIT I got an email: "We looked into your report and didn’t find the listing to be in violation of our policy. This determination was made using automation or artificial intelligence."
As part of their decision, eBay closed my PayPal claim, and took over the claim process themselves, determining that my only course of action is: "To receive the refund, you'll need to initiate the return shipment and upload the tracking information in the Resolution Center before July 15, 2026. We suggest you retain a copy of the shipping label to verify the address of the recipient. The item(s) must be in the same condition as when you received them and you're responsible for any costs associated with the return."
The address is "eBay Commerce Inc, 110 Internationale blvd, Glendale Heights, IL, USA 60139-2080".
So they're not going to investigate this guy, they closed my PayPal claim, and my only option now is to pay about $50 to send the cartridges back to the States, and hope I get issued a partial refund at some point?
I feel completely abused here.
Anyone been through this return process? Am I sending to eBay, or to the seller through some kind of shipping hub? Who will be opening the package? Am I supposed to send both cartridges? If so, do I send them in the same shipment, or split them into 2 shipments? What happens if they lie and claim that I sent an empty box?
Normally I would have had a few more weeks to start the return, but filing a claim (and losing) means I've only got a few days left to get it done. Advice would be really handy, please and thank you very much.
PS: The printer was about $200, just like the cartridges. So even if you don't get scammed, you're kind of getting scammed! : P
DRutter