Request Refund Rules

How to Request a Refund

First you need to select a reason for requesting a refund from the supplier from the drop-down menu:

a. Goods not received 

b. Goods did not match the description

When Can I Request a Refund?

A refund can be requested after the supplier has shipped your order. You must request your refund within 30 days of delivery. To submit a Refund Request, click “Request Refund” on the Order Details page. If the supplier agrees to the Refund Request, money will be refunded to the buyer. However, if the supplier rejects the Refund Request, Alibaba.com encourages suppliers and buyers to talk with each other to solve any problems that may have arisen.

If the buyer agrees to cancel the Refund Request, the buyer can click “Cancel Refund Request” on the Order Details page at any time. If you are unable to resolve your dispute after negotiations, Alibaba.com will offer mediation. Alibaba.com’s decision after mediation is final.

How do I Apply for Mediation to Alibaba.com?

If there is a dispute about the buyer’s Refund Request, the buyer can apply for mediation 10 days after their Refund Request by clicking “Request Mediation from Alibaba.com” on the Order Details page. The dispute will go into mediation within 30 days. Evidence should be submitted to Alibaba.com upon application for mediation. Alibaba.com’s decision after mediation is final.

Responsibility for Providing Evidence

Buyers and suppliers should keep any evidence of any shipments, deliveries or transactions that are relevant to their dispute and submit this material as evidence to Alibaba.com before mediation begins:

1. When applying for mediation you should also submit evidence at the same time
2. Requests for Mediation will be cancelled if evidence is not provided within 2 days of application
3. Alibaba.com will contact both parties when mediation is approved and will judge each case according to evidence provided by both parties
4. If you want to appeal against Alibaba.com’s judgment, you need to provide new evidence. Without new evidence, Alibaba.com’s decision is final