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How does Alibaba.com help if I have submitted the dispute for offline order?

After you submitted a complaint for offline order, there will be a negotiation period for you and your supplier. You could escalate your case to Alibaba if no agreement reached, and Alibaba will step in to help with the case after dispute escalation.

According to Alibaba dispute rules, Alibaba will only handle 2 types of offline scams: “Products Not Received after Payment” and “Payment not Received after Shipping”. Other offline disputes will no longer be handled. Therefore, we strongly suggest that you make payments online via Alibaba.com and use Trade Assurance to protect your payments and products.

If you have encountered an offline scam dealing with “Products Not Received after Payment” or “Payment not Received after Shipping”, please make a claim. Please also 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.

When will my dispute case be solved?

How does the Dispute&Refund Process work for Trade Assurance order?

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