Whether you can open dispute rests on order status, and only after payment received will you be allowed to open dispute, otherwise you need to click Cancel Order to close it.
Sign in with computer
Sign in with Alibaba.com APP
If you sign in with computer, please follow below steps:
1. Go to Orders-All Orders, find the order, and click View More to order detail page.
2. On the order detail page, click Apply for refund to open dispute.
3. Fill the dispute form then click “Submit”. Requirements for the evidences: Max. file size: 10MB, Maximum of 5, format: jpg, jpeg, png, gif, zip. Special characters are not acceptable, such as “；”,” :”, “-“.
4. After submitting the dispute, please wait for your supplier’s response. Here are some tips for you to handle the case:
a. You could check the dispute status and manage your dispute on the dispute detail page. Please go to Order Management page, find the order and click ‘View refund application‘ to check the status.
b. You could escalate the case manually and request Alibaba dispute team to get involved from the 4th day onward or wait for the automatically escalation on the 31st day.
c. Please click here to view the whole dispute process to learn how dispute works on Alibaba.com.
d. As to when the case will be resolved, due to the uncertainty of complaint processing factors, like the responding efficiency by both parties, it’s hard to specify when case will be closed. To end it fast, please cooperate with the dispute agent after escalation.
If you sign in with Alibaba.com APP, please follow below steps:
1.Go to My Alibaba-Manage order, click the order to order detail page.
2.On the order detail page, click Apply for refund to open dispute.
3. Fill the dispute form then click “Submit”.
4. After submitting the dispute, please wait for your supplier’s response. Here are some tips for you to handle the case:
a. You could check the dispute status and manage your dispute on the dispute detail page. Please go to Order Management page, find the order and click ‘View refund application‘ to check the status.
b. You could escalate the case manually and request Alibaba dispute team to get involved from the 4th day onward or wait for the automatically escalation on the 31st day.
c. Please click here to view the whole dispute process to learn how dispute works on Alibaba.com.
d. As to when the case will be resolved, due to the uncertainty of complaint processing factors, like the responding efficiency by both parties, it’s hard to specify when case will be closed. To end it fast, please cooperate with the dispute agent after escalation.
Related questions:
What’s the dispute process for Trade Assurance order?
When will my dispute case be solved for Trade Assurance order?
How long does it take for me to receive the refund for Trade Assurance order?