r/Alibaba
My wife’s Alibaba dispute has lasted nearly 17 months. The goods were never shipped, there is still no refund - and specific questions remain unanswered.
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I’m documenting a real Alibaba Trade Assurance case involving my wife, Ekaterina, with her permission. I’m posting this because buyers should be able to see what a dispute can actually look like when it lasts for well over a year - even when the goods were never shipped. The order was placed in March 2025. The total order value was $16,290, and an initial payment of $4,887 was made. The remaining balance was never paid. The goods were never shipped, delivered, received or accepted. Even now, the Alibaba order page shows “Waiting for supplier to ship”, while the transaction/refund records show no refund. But that is only the simple part of the story. One of the key issues concerned CE-related conformity documentation. Before payment, my wife repeatedly made clear that the requested CE documentation was a condition of the purchase. The seller said it could obtain the exact document after the 30% deposit and expressly stated that if it failed to provide exactly what had been requested, she could cancel the order. After payment, however, the seller supplied a different conformity document rather than the CE document that had been requested. Serbian Customs later confirmed to her that the supplied document could not be accepted as a CE certificate. The situation became even more difficult to understand when Eurber, the organization named in connection with the supplied...
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Extracted from these lines
For many months, the dispute was handled the way many buyers probably handle these situations: messages, screenshots, explanations, more screenshots, another dispute round, and another explanation.
From the post
[comment u/nadal_nadal] As a rule, Alibaba do not refund. They draw out complaints processed and never answer questions. They put buyers in an endless loop and never clearly answer questions.