Alibaba review: Alibaba trade assurance failed to protect my order – 5‑month dispute and missed deadlines

I am filing this complaint regarding Alibaba.com and the handling of a Trade Assurance dispute involving my order with a supplier on their platform. Despite clear evidence, written admission from the supplier, and multiple documented issues, Alibaba did not follow their own Trade Assurance policies.

I ordered 945 cartons of gloves through Alibaba’s Trade Assurance program. When the shipment arrived, only 910 cartons were delivered. The supplier later admitted in writing that 35 cartons were never shipped due to a miscalculation of container capacity.

My company also documented several quality issues, including:

inconsistent glove color

incorrect sizing

underweight gloves

thickness below the supplier’s own specifications

All evidence was submitted through videos, photos, and measurements.

The dispute process with Alibaba lasted five months, during which:

Alibaba repeatedly missed their own response deadlines

Their dispute page stated they would respond within three business days, yet they went silent for over a month

The case was transferred between departments without explanation

Many of my submissions were not addressed

Alibaba relied heavily on the supplier’s statements, even when the supplier contradicted themselves

Alibaba asked me to pay over USD $1,000 upfront for inspection, despite the supplier already admitting missing goods

Alibaba did not apply their own published Trade Assurance refund rules

The supplier also changed their position multiple times, including switching between CAD and USD amounts, claiming I “underpaid,” and later refusing to honor their earlier proposal because their fiscal year had closed due to the New Year. Alibaba did not address these inconsistencies.

Despite clear evidence and the supplier’s written admission, Alibaba’s final offer was a small discretionary credit, not a refund based on their Trade Assurance terms.

This complaint is intended to warn other buyers that Alibaba’s Trade Assurance may not provide the protection advertised, especially when disputes involve missing goods or quality issues.

Desired Resolution:
A refund for the 35 missing cartons and compensation for the defective goods, in accordance with Alibaba’s Trade Assurance policies and the supplier’s written admission.