What should I do if there is dispute for Direct Pay Order?

In case of any dispute, you are suggested to apply for refund on order detail page. However, for Direct Pay Order, Alibaba.com will not get involved to make judgement. You can only negotiate with your supplier directly to get the issue resolved.

If you are unable to apply for refund on order detail page, please refer to below steps:

1. Sign into the Complaint Center with your Alibaba account;
2. Choose "Other Trade Dispute" type and click "Report";

 

3. Fill the Respondent information, such as Email address, Member ID or Product URL, select the scam type to continue；
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:
Refund will be processed only with supplier's consent.
Trade Assurance related rules do not apply.

Scope of Acceptance:

While Alibaba.com accepts the following types of Direct Pay Order transaction dispute, the buyer and the seller may otherwise settle the dispute:

1. The seller fails to ship the goods or ships only a part of the goods after receiving the payment;

2. The seller fails to fulfill the obligation of refund within the specified time limit after the buyer and the seller reach an agreement on refund through consultation; and

3. Other disputes that Alibaba.com deems necessary to accept.