How does the Dispute & Refund Process work?

A buyer can open a dispute after making payment and before confirming delivery of their order if:

·        The goods are not received before the shipping deadline

·        The goods are not received in satisfactory condition 

To open a dispute, please follow the steps below:

1. Sign in to My Alibaba

2. Click “All Orders” under “Order Management”

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3. If the supplier has shipped the goods, but you want to cancel the order, please click “Cancel Order Request”

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If you have not received, or are not satisfied with the condition of your goods, try to contact the supplier to negotiate a solution. If none can be reached, click “Open Dispute”. Note: you cannot select this option if you have clicked “Confirm: Order Received”.

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4. Fill the dispute form and click “Submit”

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