Another helpful nugget that I dug up on Alibaba.com. I especially like the fact that the have provided a graph that takes people through how the process works. You can read this here as well.
Based on the principles of good faith and safe transactions, Alibaba.com has always committed itself to providing a safe-trading environment for buyers and suppliers. If a trade dispute arises with another party, please follow the following procedures to settle the matter. Alibaba.com will always do its utmost to aid you in your dispute. However, please be aware that all information on the other party's company/products posted on the Alibaba.com website is confirmed and published by them. They are solely responsible for the truthfulness, accuracy, completeness, and legality of such information. Alibaba.com does not represent Seller or Buyer in any transaction between users of the website, and is unable to make any judgment as to the performance of users in transactions. Therefore, these procedures only allow users to lodge their complaints. Alibaba.com neither guarantees nor undertakes that any dispute will be settled or that the results of the settlement will be appropriate.
If your complaint is related to your intellectual property rights, please refer to our Intellectual Property Protection Policy and Infringement Claims.
If your complaint is related to an online transaction processed on the www.AliExpress.com transaction platform, please submit your complaint or refund request directly through the transaction platform.
I. Trade Dispute Procedures
If complaints are repeatedly received about a member and such member is found in breach of the Terms of Use of our website, Alibaba.com will take appropriate measures, including the issuing a warning; suspending their Product Listings; or terminating their service.If you would like to report dispute now, please click here.
If you would like to learn how to submit qualified evidence, please click here.
Click here to download the Counter Notification - Trade Dispute Form
II. Alibaba.com's Suggestions
We suggest that you contact the other party as soon as possible to help resolve the dispute. Many disputes can often be resolved after direct communication between the 2 parties. If you do not receive responses from the other party after attempting to contact them, you may also try to find out their telephone number to contact them by phone. If our dispute procedures do not meet your requirements, you may also protect your rights and interests using the following means:
Lodge legal proceedings with a court of competent jurisdiction Report your complaint to the relevant public security authority/police force If a written arbitration agreement has been reached between you and the other party before or after the dispute arises, the parties may refer the dispute to the relevant arbitration commission for arbitration.
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