How do I deal with my offline dispute?

To deal with the offline dispute you have opened, please refer to the instructions below.

The dispute is still under negotiation

The dispute is escalated and under processing

The dispute is still under negotiation:
1. Go to Complaint Center – Manage Complaints–Complaints I Submitted, find the dispute and click ‘View Detail‘ to the dispute detail page.

2. If the case has been open for less than five days, you can cancel the case by selecting “cancel the complaint,” or upload more evidence by selecting “respond now.”

3. If the case has been open for five days or more you can also request Alibaba.com’s assistance by clicking “escalate.”

The dispute is escalated and under processing:

1. If Alibaba.com is involved in the case:

You can still cancel the case at this stage by selecting “cancel the complaint.”
2. You can also click “respond now” to upload more evidence, if requested to by the Alibaba.com agent. Please upload evidence within the requested timeframe, otherwise your case will be closed automatically.