FAQ & Contact us
New to AlibabaFrequently Asked Questions
What can I do if the seller sent poor quality goods or only part of the order?
If you have received poor quality goods or only part of the order, please report the dispute using the following steps.
Upon receipt of your complaint, Alibaba.com will notify you within 3 business days whether we will accept your complaint or not. If it is accepted, we will notify the other party in writing, requesting them to complete and submit a Counter Notification.
To help with Trade Disputes, please refer to these useful tips:
If a written arbitration agreement has been reached between you and the other party before or after the dispute arises, the parties may refer the dispute to the relevant arbitration commission for arbitration.
- Refer to Trade Dispute Procedures for the Alibaba.com Website
- Download the Trade Dispute Statement form
- Complete the form
- Include any documents or evidence supporting your claim - e.g. payment vouchers, correspondences between two parties, etc.
- Email the completed form and evidence to us at tradesecurity@service.alibaba.com
Upon receipt of your complaint, Alibaba.com will notify you within 3 business days whether we will accept your complaint or not. If it is accepted, we will notify the other party in writing, requesting them to complete and submit a Counter Notification.
To help with Trade Disputes, please refer to these useful tips:
- We suggest that you contact the other party as soon as possible to help resolve the dispute. Many disputes can often be resolved after direct communication between the 2 parties. If you do not receive responses from the other party after attempting to contact them, you may also try to find out their telephone number to contact them by phone.
- If our dispute procedures do not meet your requirements, you may also protect your rights and interests using the following means:
- Lodge legal proceedings with a court of competent jurisdiction
- Report your complaint to the relevant public security authority/police force
If a written arbitration agreement has been reached between you and the other party before or after the dispute arises, the parties may refer the dispute to the relevant arbitration commission for arbitration.
Contact Customer Service
If you are unable to find the answer to your question, please contact customer service.