How to reply when a customer asks if you are legit
"Is this legit?" or "how do I know you are not a scam?" can sting when you have worked hard to build an honest business. But it is a fair question. Fake shops and copycat accounts are common on social media, and careful customers have learned to check before they pay. The good news is that someone who asks is usually close to buying. They just need a reason to trust you. This guide gives you calm replies, a list of proof you can offer, a worked example, the mistakes that make people more suspicious, and the notes to give an AI agent so it answers the same way you would.
The short answer
Take the question kindly, not personally. Give two or three pieces of real proof the customer can check for themselves, such as your address, your reviews or how long you have been trading, and offer a safe way to pay. Never pressure them, and never ask for payment in a way that would look suspicious to you.
Replies you can adapt
Change the details to match your business. Names, prices and times are examples.
| When | Reply |
|---|---|
| A direct "are you legit?" | That is a fair question to ask! We are a small studio in Bristol and have been trading since 2019. You can see our reviews on our page, and we are happy for you to pay through our website checkout. |
| They have seen a fake account | Thank you for checking with us. Our only Instagram account is this one. If another account messages you with our name or photos, please do not pay it, and report it if you can. |
| They want to see the item first | Of course. You are welcome to visit our shop at 14 Mill Lane, open Tuesday to Saturday, 10am to 5pm. Or I can send you a short video of the item today. |
| They are worried about paying | Totally understandable. You can pay by card through our website, which gives you the card provider's protection. We never ask for bank transfers to personal accounts. |
| They ask for proof you are real | Happy to help. Here is our website, our shop address and our phone number. You are also welcome to message a previous customer we have worked with, if they have agreed to it. |
| They ask if they are talking to a bot | I am an AI agent that helps answer messages for the shop. Jo, the owner, is happy to reply herself if you would prefer. |
| They ask why your prices are low | Good question. We sell directly from our workshop, so there is no shop markup. The price includes UK delivery. You are welcome to see our reviews before you decide. |
| They still are not sure | No pressure at all. Take your time to look at our page and reviews. If you decide to order, just message me here. |
| They are rude about it | I understand being careful online. Our details are on our page if you want to check them. I am happy to help whenever you are ready. |
What to avoid
- Getting defensive or offended. It looks exactly like what a scammer might do.
- Pressure such as "only one left, pay now". It is a classic warning sign for careful buyers.
- Asking for payment to a personal bank account, by gift card or through a link from a different name.
- Sending screenshots of other customers' messages or orders without their permission.
- Overselling with claims you cannot back up, such as "the best in the UK".
What to tell your AI agent
- Give it the real facts it can share: your trading name, address, opening hours, website, how long you have traded and how people can pay.
- Give it a calm, friendly reply to "are you legit?" in your own words.
- Tell it to be honest if asked whether it is an AI, and to offer a person.
- Tell it never to pressure, never to invent reviews or numbers, and never to ask for unusual payment methods.
- Tell it to hand the chat to you if someone reports a fake account using your name.
When a person should take over
- Reports of fake accounts or scams using your business name.
- Customers who say they have already paid someone pretending to be you.
- Large orders where the customer wants a call or a visit before paying.
Why customers ask
Most people who ask whether you are legit have been burned before, or know someone who has. They might have seen a fake shop advertising on social media, or a copy of a real business with stolen photos. Their question is about protecting themselves, not about insulting you.
A customer who asks is also telling you they want to buy. Someone with no interest simply scrolls on. If you answer calmly and give them real things to check, many will go ahead and some will become your most loyal customers, because you earned their trust properly.
Proof you can offer
The best proof is something the customer can check without relying on your word. Pick the two or three that fit your business best.
| Proof | Why it helps |
|---|---|
| A real address or shop they can visit | Scammers rarely give one, and almost never invite visits. |
| A website with your business details | Shows you exist beyond one social media account. |
| Reviews on more than one site | Harder to fake than a handful of comments. |
| How long you have been trading | An account created last week is a warning sign; years of posts are reassuring. |
| Safe payment, such as card checkout | Gives the customer protection if anything goes wrong. |
| A short live video or photo on request | Shows you actually have the item, today. |
Keep the answer short. Two or three solid points are more convincing than a long list, which can read as if you are trying too hard.
A worked example
Here is an Instagram conversation for a small furniture maker. The AI agent answers from the owner's trust note. Names and details are examples.
| Who | Message |
|---|---|
| Customer | Hi, love the oak bench. Sorry to ask but are you legit? Lots of fake furniture pages about |
| Business | Not at all, it is a sensible question! We are Hartley Workshop in Hebden Bridge and have made furniture since 2017. You can see our reviews on our website, and you are welcome to visit the workshop on Saturdays. |
| Customer | Ok thanks. How would I pay? |
| Business | By card through our website checkout, which gives you your card provider's protection. We never ask for bank transfers to personal accounts. The bench is £340 including delivery in England. |
| Customer | Can you send a video of it? |
| Business | Of course. I will ask Rob in the workshop to film a short video of the bench today and send it here by 4pm. |
| Owner, 3.30pm | [Video] Hi, Rob here. This is the bench, finished on Monday. Any questions, just ask. |
The agent stayed calm, gave three checkable facts, explained safe payment and passed the video request to the owner. The customer ordered that evening.
Being honest about AI
If your messages are answered by an AI agent, a customer checking whether you are real may ask whether they are talking to a bot. Answer honestly. Saying "I am an AI agent that helps the shop answer messages, and a person is happy to reply too" builds trust. Being caught pretending to be a person destroys it.
Trust questions
If someone asks whether we are legit or a scam, stay friendly and give three facts:
- Hartley Workshop, Unit 4, Mill Yard, Hebden Bridge. Visits on Saturdays, 10am to 2pm.
- Making furniture since 2017. Reviews on our website.
- Payment by card through our website only. We never ask for bank transfers to personal accounts.
If asked whether you are an AI, say yes and offer to pass the chat to Rob.
If someone reports a fake account using our name, thank them and hand the chat to Rob at once.
Never pressure. Never invent reviews, numbers or awards.Spaces connects your own Instagram, WhatsApp, Messenger and email accounts to your AI agent, so replies come from your real account, the one customers can check, rather than from a new or unknown number.
Make your profile answer the question first
- Add your address or service area, your website and how long you have been trading to your profile.
- Pin a post or story highlight that shows your shop, workshop or team.
- Show how people pay, so customers know what to expect before they ask.
- Link to reviews on another site, so trust does not rest on one account alone.
- If fake accounts copy you, post a short note saying which account is yours.
Sum up and next step
Treat "are you legit?" as a sign of interest, not an insult. Give two or three facts the customer can check, offer a safe way to pay, and never pressure them. Be honest if they ask whether they are talking to an AI agent.
Write your trust facts down once and give them to your AI agent. Then every careful customer gets the same calm, convincing answer, and reports of fake accounts come straight to you.
Pricing
FAQ
Is it rude when customers ask if I am a scam?
It can feel that way, but it is usually just caution. Many people have seen fake shops online. A calm, friendly answer with real proof turns that caution into trust.
What proof should I give?
Choose two or three things the customer can check without relying on your word, such as your address, your website, reviews on another site or how long you have traded. Short and solid beats long and pushy.
Should I offer a phone call?
If it suits you, yes. For larger orders some customers feel safer after a short call. Spaces does not handle phone calls, so you would arrange and make the call yourself.
What if someone has been scammed by a fake account using my name?
Reply personally, with sympathy. Explain which account is really yours, suggest they contact their bank or card provider, and report the fake account to the platform.
Should my AI agent say it is an AI?
Yes, if it is asked. Honesty builds trust, especially with a customer who is already checking whether you are genuine. Offer a person as well.
Why do low prices make people suspicious?
Prices that seem too good to be true are a common sign of a scam. If your prices are low for a reason, such as selling directly, say so briefly and point to your reviews.
How can I stop fake accounts copying me?
You cannot always stop them, but you can report them to the platform, tell your followers which account is yours and add your website and address to your profile.