How do I submit a complaint for my offline order?

According to Alibaba dispute rules, Alibaba.com will only handle the complaint if the supplier fails to deliver products after payment or if the buyer refuses to pay after delivery. We will not handle complaints related to product conformity, damage, or shortage. Therefore, we strongly suggest that you make payments online via Alibaba.com and add Trade Assurance to protect your payments and products.

If you have encountered an offline scam of “Products Not Received after Payment” or “Payment not Received after Shipping”, please follow the steps below to make a claim:

1. Sign into the Complaint Center with your Alibaba account；

2. Choose the Other Trade Dispute type and click Report;

 

3. Click Complaint and you will find the filling template.

 

 

 

 

4. Fill out the complaint detail form and click Submit. Please pay attention to the accepted evidence formats and upload correct one, otherwise you may submit with failure.

Note:

Please be advised that Alibaba.com is an information exchange platform only and the transaction was processed offline. We have no authority to impose compulsory sanction on any member. And if it is proved that the defendant should bear the responsibility for this trade dispute, then as punishment we will disable their Alibaba.com account. This is the utmost Alibaba.com can do for you.