The dispute resolution process is same as the standard Trade Assurance dispute resolution process. If the order’s payment method is Pay Later, the refund will be sent to Celtic Bank via wire transfer as payment towards the outstanding balance.1) If the re
Category: After-sales Service
What can I do if I failed to track the shipment?
If you failed to track the shipment with the tracking number or other delivery information provided by your supplier, please contact the supplier or the logistic company directly for further assistance.If still not works, you can open a dispute for your o
Who pays the shipping cost when returning goods on a Trade Assurance order?
In the first instance, please negotiate with the supplier to determine who should pay the shipping cost. If no agreement is reached, you can open a case and the Alibaba.com resolution team will make a decision.How do I open a dispute for my Trade Assuranc
How do I upload more evidence/information for Trade Assurance dispute?
Please kindly go to dispute detail page to check your current dispute status. ① If it’s “Waiting for Supplier Response” or “Waiting for Buyer Response”, you may click “Edit Refund Request” to provide more pictures or videos.② If it’s “Escalating to Alibab
How does Alibaba.com prevent scams?
Providing a safe and secure environment for you to conduct business is our top priority and we are continuously improving our online security. Trade Assurance is a free service that helps to create trust between buyers and suppliers. Trade Assurance cover
How do I manage offline dispute?
You could Manage the offline dispute you submitted in Complaint Center- Manage Complaints-Complaints I Submitted.The dispute is under discussion: You could check the dispute status, click “Respond Now” to upload more evidences, or click “Cancel Complaint”
Unsatisfied with offline dispute result/processing. What can I do?
If the offline dispute is still in processing, please response directly on the dispute page and Alibaba will step in after escalation if no agreement reached between you and supplier.If the offline dispute is already closed, please open a new one.
How do I cancel a dispute for my Trade Assurance order?
A case can be canceled at any time before a resolution is reached. Once a case is canceled, it cannot be reopened. Cases can only be submitted within 30 days of order receipt confirmation.To cancel the dispute, please follow below steps:1. Go to “Orders”
How do I return products to the supplier?
For Trade Assurance orderFor offline orderFor Trade Assurance order:If you want to return the products, please choose “Yes, I want to return the goods” when you open the dispute.When creating a case, please select “yes, I want to return the goods.” Once y
Can I get the payment processing fee returned when I apply for refund?
Sorry that the payment processing fee was charged for the payment service by banks or some institutions. When you apply for refund, Alibaba.com can only return the amount received which you can check on your order detail page- Payment Records area as belo