Alibaba Trade Assurance Failed to Protect My Business – $2,400 Dispute Left Unresolved
I am the CEO of an Italian food manufacturing company, and my experience with Alibaba Trade Assurance has been extremely disappointing. On May 25, 2026, I purchased an industrial biscuit-making machine from a supplier on Alibaba for USD 2,400, under a Trade Assurance contract. The machine was delivered on September 17, 2026, in a condition that raised serious concerns: visible oxidation, dirt, residues and signs of wear, despite being purchased as new. Furthermore, the supplier failed to provide the complete technical documentation, requested EU conformity documentation and customs clearance documents. I opened a refund dispute, but Alibaba canceled it because I had initiated PayPal chargeback proceedings. Both PayPal cases were subsequently closed and rejected. I received no refund. Despite repeatedly sending Alibaba the official PayPal decisions, its system continues to treat the chargebacks as unresolved, preventing me from proceeding with my Trade Assurance claim. I have contacted Alibaba Customer Service numerous times and escalated the matter to its Senior Customer Service Team. The responses have been repetitive and unhelpful. Representatives repeatedly promise urgent investigations but provide no verifiable resolution, no confirmed new Trade Assurance dispute number and no clear filing deadline. One representative even stated that my dispute had been formally registered but could not provide a case number or registration date. This raises a serious question: what protection does Trade Assurance actually provide when the platform's own payment-status system prevents a buyer from submitting a claim? After months of correspondence, I am still without a refund or a satisfactory resolution. My experience has seriously undermined my confidence in Alibaba's buyer protection and dispute resolution procedures. I strongly advise businesses purchasing machinery through Alibaba to carefully examine the Trade Assurance terms, document every transaction and understand the limitations of the dispute process. I expect Alibaba to provide a substantive response and a fair resolution to this case. Paolo Bacchini CEO – Igea Plouton S.r.l. Italy