Trade Assurance is Alibaba.com’s order protection service, which ensures your product is produced to the quality you expect, paid for securely, and shipped on time. If it’s not, Alibaba.com customer service representatives are there for you through the dispute resolution process — from investigation to mediation and reimbursement.
While disputes are uncommon, the unexpected can happen so it’s good to be prepared, and make sure upfront that your order will be protected by Trade Assurance. Here’s how:
●Ensure you are working with a supplier covered by Trade Assurance (Look for the icon).
●Keep all your conversations with suppliers on Alibaba.com rather than speaking on private third-party apps. That way, we can use the chat history as evidence should there be a dispute.
●Create a Trade Assurance contract on Alibaba.com (or ask your supplier to), and make sure to include product quantity, product specifications, and shipping information. Depending on who is arranging/responsible for transportation and insurance, make sure the correct incoterm is reflected in your Trade Assurance contract. If you are arranging your own transportation (EXW, FCA, FAS, FOB), please make sure the shipping fee section is left blank as freight charges will be collected separately. Have attachments of your specifications uploaded to your Trade Assurance order so Alibaba.com can refer to them in case of a dispute.
●Make a secure online payment using credit card, T/T, Online bank payment, Online Transfer etc.
Should you see a problem, immediately file a dispute and Alibaba.com will step in after case escalation.
Note: The period within which you can file a dispute with your supplier may vary depending on the shipment method in your purchase contract, but it shall not exceed 30 calendar days after the date of confirmed receipt of the products.