What's the process of refund case for my logistics order?

1. After you have submitted the refund application, you and the freight forwarder have 3 to 30 days to negotiate without the involvement of Alibaba.com.
If the freight forwarder's proposal is not satisfactory, you can either request Alibaba.com’s involvement by clicking “Escalate case,” or you can continue to negotiate with the forwarder.
If there is no response from the forwarder, you can escalate the case on the 4th day by clicking “Escalate case.”

2. During the negotiation period, both parties need to respond to each other's proposal within 5 days. Afterwards, the case will be automatically escalated if no response from the forwarder is received, or the case will be canceled if you do not provide any response.

3. Alibaba.com will step in to negotiate with both parties if the refund case
is not resolved 30 days after the case is opened.

Note:
1. You can cancel the case on the dispute details page before it is escalated, or request the Alibaba.com dispute team to cancel the dispute after the case is escalated.
2. Normally, the Alibaba.com dispute team will step in within 3 business days after the case is escalated.