Based on the principles of good faith and safe transactions, Alibaba.com has always committed itself to providing a safe-trading environment for buyers and suppliers. If a trade dispute arises with another party, please follow the following procedures to settle the matter. Alibaba.com will always do its utmost to aid you in your dispute. However, please be aware that all information on the other party's company/products posted on the Alibaba.com website is confirmed and published by them. They are solely responsible for the truthfulness, accuracy, completeness, and legality of such information. Alibaba.com is never involved in any transaction between users of the website, and is unable to make any judgment as to the performance of users in transactions. Therefore, these procedures only allow users to lodge their complaints. Alibaba.com neither guarantees nor undertakes that any dispute will be settled or that the results of the settlement will be appropriate.
If your complaint is related to your intellectual property rights, please refer to our Intellectual Property Protection Policy and Infringement Claims.
I. Trade Dispute Procedures
If complaints are repeatedly received about a member and such member is found in breach of the Terms of Use of our website, Alibaba.com will take appropriate measures, including the issuing a warning; suspending their Product Listings; or terminating their service.| Nature of Dispute | You will | Upon receipt of the complaint, Alibaba.com will | The Other Party will | Alibaba.com will |
|---|---|---|---|---|
The other party is a supplier and the goods delivered by them do not conform to the agreement. |
Download and fill in the Trade Dispute Complaint Form from the Alibaba.com website, and fax or email the completed form to Alibaba.com, together with supporting evidence such as payment/receipt vouchers, documents for shipment/delivery, correspondences etc. | Notify you within 3 business days whether Alibaba.com will accept your complaint or not. If it is accepted, we will notify the other party in writing, requesting them to contact you as soon as possible. (Please refer to Alibaba.com's Suggestions.) |
Contact you to settle the dispute as soon as possible. | -- |
The other party is a buyer and has not sent the payment of the agreed purchased price after receiving all the goods. |
Notify you within 3 business days whether Alibaba.com 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. | Complete the Counter Notification Form, and submit the completed form by fax or email to Alibaba.com within 5 working days. | Take appropriate measures. If the other party submits a Counter Notification, Alibaba.com will inform you of the Counter Notification first. Under normal circumstances, Alibaba.com will inform the other party of any new information within 7 business days after we have confirmed acceptance of the complaint. | |
The other party is a supplier and has not sent the ordered goods after receiving full payment of the agreed purchase price. |
If complaints are repeatedly received about a member and such member is found in breach of the Terms of Use of our website, Alibaba.com will take appropriate measures, including the issuing a warning; suspending their Product Listings; or terminating their service.
Click here to download the Trade Dispute Statement Form