At Rootsy, we want buyers to feel confident when shopping with independent Canadian businesses.
If you encounter a suspicious seller, potentially counterfeit product, unsafe item, fraudulent payment request, or another marketplace safety concern, you can report it to Rootsy Customer Support.
This guide explains what types of concerns to report, how to submit a report, and what happens when Rootsy reviews a potential marketplace policy violation.
1. What Types of Marketplace Safety Concerns Can I Report?
You can contact Rootsy about suspected marketplace violations, including:
Fraudulent or misleading product listings.
Suspected counterfeit or unauthorized branded merchandise.
Products that appear unsafe or recalled.
Prohibited or restricted products offered without appropriate authorization.
Suspicious sellers or seller communications.
Requests for payment outside Rootsy's authorized checkout.
Phishing emails or fraudulent websites impersonating Rootsy.
Unauthorized use of your buyer account.
Suspicious or unauthorized payment activity.
Misleading product origin or Canadian-made claims.
Requests for unnecessary personal or financial information.
Other activities that may violate Rootsy's marketplace policies.
You do not need to prove that a violation occurred before reporting a reasonable concern. Provide the information you have so it can be reviewed.
2. How to Report a Suspicious Seller or Product
To report a concern:
Visit the Rootsy Support Centre at https://support.rootsy.ca/support/home.
Submit a support request using the available contact options.
Identify the seller or product involved.
Explain what appears suspicious or unsafe.
Include the product listing link, if available.
Attach relevant screenshots or photographs.
Provide your order number if you made a purchase.
Follow any additional instructions from Rootsy Support.
You can also email support@rootsy.ca.
Please do not include passwords, verification codes, or complete payment card information.
3. What Information Should I Include?
The details required depend on the type of concern.
Helpful information may include:
Product name and listing link.
Seller name or store information.
Order number, if applicable.
Description of the suspected violation.
Date of the incident.
Relevant screenshots or photographs.
Packaging or product identification details.
Copies of suspicious messages.
Any other information that may help Rootsy investigate.
If the concern involves an order, explain whether you have already received the product or contacted the seller.
Provide accurate information and avoid altering evidence.
4. How to Recognize a Potential Scam
Some scams attempt to obtain money or personal information by impersonating legitimate sellers or marketplace representatives.
Warning signs may include:
A request to pay through an unfamiliar website.
Instructions to send an e-transfer to a personal account.
A demand for additional payment outside Rootsy checkout.
Requests for your account password.
Requests for one-time authentication codes.
Messages claiming urgent account suspension unless you pay.
Links to websites that imitate Rootsy.
Requests for confidential information unrelated to your purchase.
Pressure to avoid contacting official customer support.
These behaviours may indicate suspicious activity.
If you receive such a request, stop and verify it through Rootsy's official support channels.
5. What If a Seller Asks Me to Pay Outside Rootsy?
Purchases should be completed through Rootsy's authorized checkout process.
If a seller or someone claiming to represent a seller asks you to pay outside the marketplace:
Do not send the payment immediately.
Avoid opening unfamiliar payment links.
Do not share banking credentials or card security codes.
Keep a copy of the suspicious request.
Contact Rootsy Customer Support.
Provide the seller details and relevant communications.
Payments made outside Rootsy may not appear in marketplace transaction records and may not be covered by the same order support processes.
6. How to Report a Suspected Counterfeit Product
Counterfeit products may imitate legitimate branded merchandise without proper authorization.
Potential warning signs include:
Unauthorized use of trademarks or brand names.
Packaging that appears inconsistent with the represented brand.
Product labels or identifying information that appear suspicious.
Material differences between the advertised and delivered product.
Claims of authenticity that cannot be substantiated.
If you suspect a counterfeit product:
Identify the product listing.
Record the seller's name.
Preserve photographs of the product and packaging.
Keep your order confirmation, if applicable.
Report the concern through Rootsy Support.
Follow any authorized instructions regarding the product.
Do not assume a product is counterfeit based only on its price or appearance. Rootsy may need additional information to assess authenticity.
Rootsy's marketplace policies prohibit counterfeit and unauthorized branded goods.
7. What If I Receive a Product That Appears Unsafe?
If a product appears unsafe, prioritize your safety.
For example, a product may raise concerns if it:
Overheats unexpectedly.
Has damaged electrical components.
Has a suspected contamination issue.
Contains an undisclosed hazard.
Has missing or misleading safety information.
Appears to be recalled.
Presents a risk of injury when used as intended.
If you believe a product is dangerous:
Stop using it if continued use may be unsafe.
Keep others away from the hazard when appropriate.
Follow any applicable product recall or safety instructions.
Preserve relevant packaging and identification information when safe.
Contact Rootsy Support promptly.
Provide photographs or other evidence where safe to obtain.
Do not attempt dangerous testing, repairs, or modifications to prove the problem.
If there is an immediate threat to health or safety, contact the appropriate emergency services.
8. What If I Find a Recalled Product on Rootsy?
Product recalls may be issued by manufacturers, government authorities, or other responsible organizations.
If you believe a product listed or purchased on Rootsy is subject to a recall:
Stop using the product if the recall or safety notice instructs you to do so.
Review the official recall information.
Record the affected product name and identifying details.
Contact Rootsy Support.
Provide the listing or order number, if available.
Follow the applicable recall instructions.
Rootsy may review affected listings, contact sellers, notify buyers where appropriate, and take other actions described in its policies.
For Canadian product recall information, visit:
https://recalls-rappels.canada.ca
9. What Products Are Prohibited or Restricted?
Rootsy maintains a Prohibited Products & Acceptable Use Policy.
The policy prohibits certain products and requires additional authorization or compliance controls for others.
Prohibited categories include certain illegal, counterfeit, unsafe, restricted, or otherwise unauthorized goods.
Some regulated product categories may require Rootsy's prior approval, appropriate documentation, and compliance with applicable Canadian laws.
The presence of a product category on the website does not automatically mean that every item within that category is permitted.
If you believe a listing violates Rootsy's policies, report it through Customer Support.
Rootsy will assess the concern according to the applicable policy and circumstances.
10. What If a Seller Makes a Misleading Canadian-Made Claim?
Rootsy supports independent Canadian sellers, but not every product offered on the marketplace is necessarily manufactured in Canada.
A product may be designed, assembled, imported, or sold by a Canadian business without being entirely made in Canada.
If you believe a product contains a misleading Canadian-made or product-origin claim:
Review the listing description.
Record the specific claim that concerns you.
Keep relevant screenshots.
Contact Rootsy Support.
Provide the product link and explanation.
Rootsy may review the information and seek clarification from the seller.
11. How to Report a Suspicious Email or Website
Fraudulent messages or websites may attempt to impersonate Rootsy.
Warning signs may include:
An unfamiliar website address.
Unexpected requests for login information.
Requests for password reset links.
Demands for banking credentials.
Unexpected payment instructions.
Messages that pressure you to act immediately.
Suspicious attachments or downloads.
If you encounter a suspicious message:
Do not click unfamiliar links.
Do not download unexpected attachments.
Do not enter confidential information.
Open https://www.rootsy.ca directly.
Preserve the message details where safe.
Report the concern to Rootsy Support.
If you already disclosed your password, change it promptly and secure your associated email account.
If payment information may have been compromised, contact your financial institution.
12. What If I Notice Unauthorized Account Activity?
If you notice unexpected orders, changes to your account details, or other unfamiliar activity:
Secure your registered email account.
Change your Rootsy password if you can safely access your account.
Review your order history.
Check for changes to shipping addresses or contact details.
Contact Rootsy Support promptly.
Notify your bank or card issuer if unauthorized payment activity may have occurred.
Do not share authentication codes with anyone claiming to investigate your account.
13. What If I Suspect an Unauthorized Payment?
If you notice a transaction you do not recognize:
Review your Rootsy orders.
Compare the transaction date and amount.
Check whether the charge is pending or completed.
Contact your bank or card issuer promptly if you suspect fraud.
Report the transaction to Rootsy Support.
Preserve relevant payment and account records.
Do not delay contacting your financial institution while waiting for Rootsy to investigate a potentially fraudulent charge.
Your bank or card issuer may have its own reporting deadlines and dispute procedures.
14. What Happens After I Submit a Safety Report?
Rootsy may review the information you provide and assess whether a marketplace policy violation may have occurred.
Depending on the circumstances, Rootsy may:
Request additional information.
Review the product listing.
Examine seller or order records.
Contact the relevant seller.
Review available supporting evidence.
Require correction of inaccurate information.
Remove or restrict an affected listing.
Review seller account eligibility.
Restrict or suspend an account where appropriate.
Coordinate an applicable return or refund review.
Take other action permitted by its policies or required by law.
Rootsy may not disclose all investigative details due to privacy, security, or confidentiality considerations.
Reporting a concern does not automatically guarantee listing removal, account suspension, or a refund.
15. Will Rootsy Refund Me If a Product Is Counterfeit or Unsafe?
If you purchased a product that is counterfeit, unsafe, prohibited, defective, or materially not as described, you may qualify for an appropriate remedy under Rootsy's Refund & Dispute Resolution Policy and applicable law.
Potential resolutions include:
An approved return.
A full refund.
A partial refund.
A replacement where appropriate.
Another permitted remedy.
The outcome depends on the evidence and circumstances.
Non-returnable or final-sale restrictions do not automatically eliminate applicable rights involving counterfeit, unsafe, defective, or materially misdescribed products.
Report the concern promptly, even if the product was labelled final sale.
16. Can I Report a Seller Without Purchasing Anything?
Yes. You may contact Rootsy Support about a suspicious listing, unsafe product, or potential policy violation even if you have not purchased the item.
Include the listing link, seller information, and the reason for your concern.
Rootsy may review the information under its marketplace policies.
17. What If My Safety Concern Involves Personal Information?
If you believe your personal information has been improperly accessed, shared, or used, you can contact Rootsy's Privacy Officer.
Privacy email: contact@rootsy.ca
Provide a description of the concern and any relevant non-sensitive evidence.
Rootsy's Privacy Policy explains how privacy complaints, access requests, corrections, and security incidents are handled.
For immediate account access or order-related support, you may also contact Rootsy Customer Support.
18. Can I Report the Same Concern to an External Authority?
Depending on the issue, you may also have the option to contact an appropriate Canadian authority.
Examples include:
Your bank or card issuer for unauthorized payment concerns.
The Canadian Anti-Fraud Centre for suspected fraud.
Health Canada or the appropriate product safety authority for certain unsafe or recalled consumer products.
The Office of the Privacy Commissioner of Canada or another applicable privacy authority for privacy concerns.
Local law enforcement for suspected criminal activity.
Reporting a concern to Rootsy does not prevent you from contacting an appropriate authority.
If there is an immediate danger, contact emergency services.
19. Tips for Protecting Yourself While Shopping
To help reduce the risk of scams and marketplace safety problems:
Use the official Rootsy website.
Review seller and product information.
Check product origin and authenticity claims.
Read relevant warnings and restrictions.
Use authorized checkout methods.
Avoid requests for off-platform payments.
Keep your order confirmations.
Never share passwords or verification codes.
Report suspicious listings and communications.
Stop using products that appear unsafe.
Contact Rootsy promptly when problems arise.
Frequently Asked Questions
How do I report a suspicious seller on Rootsy?
Contact Rootsy Customer Support with the seller information, product listing, and a description of the concern.
Can I report a product without purchasing it?
Yes. You can report a suspected policy violation even if you have not made a purchase.
Does Rootsy allow counterfeit products?
No. Rootsy's marketplace policies prohibit counterfeit and unauthorized branded merchandise.
What if I purchased a counterfeit product?
Contact Rootsy Support and provide your order details, product information, and relevant evidence.
What should I do if a product appears unsafe?
Stop using it if necessary, follow applicable safety instructions, and report the concern promptly.
Does Rootsy permit all products in regulated categories?
No. Certain products may be prohibited or require additional authorization and compliance checks.
What if a seller asks me to pay outside Rootsy?
Do not proceed until the request has been verified through Rootsy's official support channels.
What if I receive a suspicious email claiming to be from Rootsy?
Avoid unfamiliar links and attachments, and report the message through the official Rootsy Support Centre.
Can Rootsy remove a suspicious listing?
Rootsy may remove or restrict listings where appropriate under its marketplace policies.
Will Rootsy tell me what action it takes against a seller?
Rootsy may provide appropriate information about your report, but privacy and confidentiality requirements can limit what is disclosed.
Will reporting a seller automatically result in a refund?
No. Refund eligibility depends on the circumstances, evidence, marketplace policies, and applicable law.
Can I report misleading Made in Canada claims?
Yes. Submit the listing information and explain why you believe the claim may be inaccurate.
What if someone used my Rootsy account without permission?
Secure your account and contact Rootsy Support promptly. Notify your financial institution if payment information may have been misused.
Can I contact Canadian authorities about suspected fraud?
Yes. You may contact the appropriate authority in addition to reporting the concern to Rootsy.
Related Help Articles
For more guidance, see:
How to Shop Safely and Identify Trustworthy Sellers on Rootsy — Account, Payments & Safety → Privacy, Trust and Marketplace Safety.
How Rootsy Collects, Uses and Protects Your Personal Information — Account, Payments & Safety → Privacy, Trust and Marketplace Safety.
How to Protect Your Rootsy Account and Report Suspicious Activity — Account, Payments & Safety → Buyer Account and Login Security.
How to Report Unauthorized Payments and Suspicious Charges on Rootsy — Account, Payments & Safety → Payments and Checkout Security.
How Rootsy Handles Buyer-Seller Disputes — Orders, Shipping & Returns → Order Problems and Disputes.
Need to Report a Marketplace Safety Concern?
If you suspect a scam, counterfeit listing, unsafe product, fraudulent seller activity, phishing attempt, or another marketplace policy violation, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Privacy concerns: contact@rootsy.ca
Please include the relevant seller or product information, a description of your concern, and supporting evidence where available.
Never share passwords, one-time verification codes, banking credentials, or complete payment card information.
Rootsy — Stronger Together, Locally Rooted.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article