What should the buyer do If the seller fails to perform the service as agreed?

Escalate the case. Buyers can escalate the case to the platform by clicking the 'Escalate' button on the application details page

Compensation. If the merchant fails to perform its service obligations after being judged by the Alibaba, the buyer can get 2% of the disputed amount (not more than $500) in compensation. One order only supports one compensation.

Please kindly note :

In the following cases, the seller has the right to refuse to provide after-sales service for the buyer
1.Failure to properly operate, use and maintain in accordance with the requirements of the Product Operation and Maintenance Manual.
2.Damage or defect due to accident, misuse, neglect or natural disaster.
3.Damage or defect caused by the use of parts or installation accessories not provided by Seller without the written approval of Seller.
4.Non-Seller company service personnel or designated maintenance personnel carry out replacement, alteration or modification of the machine and any parts thereof, thereby affecting the performance, stability and use of the machine.
5.Consumables: Consumables that are agreed by the seller and the buyer and are not within the scope of after-sales service.
6.Damage caused by the buyer's use or selection of parts that do not meet the standard or are not approved by the seller.
7.Damage caused by exceeding the rated capacity of the product during the use and operation of the product.