Unresolved trade assurance refund of 11,529,82 USD
I am writing this review as a last resort regarding Order 27823812501041341. A refund of $11,529.82 USD was approved more than 40 days ago under Alibaba Trade Assurance after the supplier failed to fulfil the order. However, the funds have still not been returned to me. After weeks of chasing support, I received a written confirmation from Alibaba Senior Customer Service (Lily) stating that the platform has failed to process the refund and that they are unable to provide a resolution date. Furthermore, they are not providing the official SWIFT MT103 confirmatiion receipt. Holding $11,529.82 USD of customer funds for more than 40 days while admitting internal processing delays is a direct violation of the Trade Assurance terms. I demand immediate intervention from Financial Director og Legal management to release the funds and issue the official payment documentation (SWIFT MT103/remittance receipt) within the next 24 hours. If this is not resolved immediately, formal complaints will be submitted to financial regulatory authorities (HKMA). Regards David Update since: A new refund request via bank transfer (TT) was submitted on September 5th. As of today, I still have not received my money, and the process has completely stalled. Communication has broken down entirely. Lily from their Escalation Team is no longer responding to my messages, and I have received neither an update nor proof that the transfer was ever initiated. I expect the company to take responsibility immediately by either processing the payout right away or providing a valid SWIFT receipt as proof of transfer.