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How to submit a complaint for offline order?

According to Alibaba dispute rules, Alibaba only handles 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 add 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”, follow the steps below to 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.

1. Sign in to the Complaint Center with your Alibaba account;

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

3. Fill out the complaint form and click Submit.
If  unable to submit, please check the detailed error message and try again. If still not works, please contact us.


How to check the status of the offline dispute?
After submitted, our dispute team will review your case and contact you by phone or email. To check the status of your case, please:
1. Sign in to the Complaint Center;
2. Click “Complaints I Submitted";
3. Click the dispute case number for details/progress.

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