How do I deal with my Trade Assurance dispute?
To deal with the dispute you have opened, please refer to the instructions below.
The dispute is still under negotiation
The dispute is escalated and under processing
The dispute is still under negotiation:
1. Go to Orders-All Orders, find the disputed order and click 'view refund application' to the dispute detail page.
2. If the dispute is waiting for supplier's response, you can 'Edit refund request' 'Cancel refund request' or 'Escalate Dispute' ;
If the supplier has responded, you can check their proposal and either choose "agree" or "reject." If you choose "agree," then the case will be closed with a resolution having been found. If you choose "reject," then you can provide a new proposal and continue negotiating, or you can select "escalate dispute" to get the Alibaba.com resolution team involved.
The dispute is escalated and under processing:
1. The Alibaba.com resolution team will get involved within two working days after you select the "escalate dispute" button.
2. The agent will review the case, and may ask for you to upload more evidence. If this is the case, please be sure to upload within the specified time limit otherwise your case will be closed automatically. After the evidence has been uploaded, the agent will review the new material again within two working days.
3. After you uploading the evidences, the agent will check further within 2 working days, please wait patiently
