Most reviewers were somewhat happy with their experience overall. Consumers frequently highlight the smooth purchasing process, highly efficient communication with suppliers, and consistently good product quality across all multiple orders. Many buyers also deeply appreciate the helpful support provided by agents, secure packaging, and reliable tracking services.
However, some customers also noted significant issues with severely delayed shipments, unsealed boxes, and missing components. People additionally mentioned receiving defective items, encountering unhelpful sellers, and facing difficult obstacles when requesting refunds or resolving disputes. Others expressed deep frustration regarding inadequate customer assistance when serious problems suddenly arose with their valuable purchases.
Is one big scum. Alibaba help only Chinese salers and don't care about European customs.
Alibaba.com 回复2026-10-14
Hello, we're sorry you've felt that our support team only helping sellers and felt unprotected on the platform.
We'd genuinely like to understand what happened in your specific case rather than leave it at this impression. Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with details so we can look into it properly.
Thank you.
Alibaba Trade Assurance: Three Disputes, No Answers, and No Refund
This is my third full review of Alibaba Trade Assurance. My first was titled “Alibaba Trade Assurance Ignored Evidence of SELLER FRAUD – €2,072 Refund Refused.” My second, “Alibaba Trade Assurance – Senior Review Offered, Evidence Still Ignored,” documented the failure to address my evidence and explain a proposed deduction.
I am writing again because the latest developments reinforce my concerns about how Trade Assurance actually works when a buyer needs protection.
THE TRANSACTION
On 9 May 2026, I paid USD 2,367 (€2,072.68) as a 30% deposit for a new 2026 Infinity FE915 mini excavator, order 300584319001029346. The excavator has never been delivered.
The contract specified the machine's configuration, pre-shipment evidence and a shipment deadline. During production, I raised concerns about discrepancies in the machines shown in the supplier's evidence, components and documentation. I submitted extensive evidence, including the contract, dated correspondence, photographs and technical documents.
TWO DISPUTES, THEN A PROMISED SENIOR REVIEW
After two unsuccessful disputes, Alibaba publicly stated that the matter had been escalated to a senior team for proper review.
The senior team offered USD 1,600 from my USD 2,367 deposit, leaving USD 767 unexplained. Despite repeated requests, Alibaba never provided a satisfactory explanation of what this deduction represented or which contractual provision justified it.
Alibaba then asked me to initiate a third dispute, indicating that the highest-level dispute team would take over. I cooperated and submitted it on 30 September, expressly focusing on that unanswered question.
AND NOW WE ARE BACK TO SQUARE ONE
The supplier privately offered USD 1,000. I rejected this and requested a full refund. The supplier then confirmed in writing that it would refuse my request for a full refund.
On 9 October, the formal dispute record showed the supplier proposing USD 0 refund and asking to continue the order. It claimed production was complete and that I had failed to pay the outstanding balance.
Alibaba has now requested evidence from both parties again, including product information and proof of a breach of the shipping deadline.
After two disputes, extensive evidence, a purported senior review and Alibaba's own request for a third dispute, I am once again being sent through another evidence process. The original question remains unanswered.
The refund positions have moved from Alibaba's USD 1,600 offer, to the supplier's USD 1,000 private offer, to a formal proposal of zero refund. None explains why my deposit should be retained.
WHAT DOES TRADE ASSURANCE ACTUALLY PROTECT?
Alibaba advertises protection when orders fail to ship or products have problems. My experience has been profoundly different from the reassurance those promises create.
I have spent 4 months assembling evidence, challenging decisions and asking for explanations, only to repeat the process without receiving a reasoned answer. I cannot know Alibaba's internal motives, but the practical effect has been an exhausting, repetitive process that raises serious questions about impartiality, accountability and the protection buyers can realistically expect.
MY WARNING TO OTHER BUYERS
Do not assume for one moment that “Trade Assurance” guarantees meaningful protection when something goes wrong. Read the terms carefully and preserve every message and document. Consider what happens if a dispute becomes a prolonged cycle of repeated submissions and unexplained decisions.
I am 70 years old. I should not have to become an expert in dispute procedures simply to obtain a reasoned explanation of why my money is being withheld for goods never delivered.
I continue to request a full refund of USD 2,367 and a reasoned decision identifying the contractual basis, if any, for retaining my deposit.
This is my third full review because the first two did not produce a satisfactory resolution.
Alibaba: stop sending me around the same process and answer the questions I have repeatedly asked.
Buyers deserve more than reassuring promises. They deserve transparent decisions, meaningful examination of evidence and accountability when Trade Assurance fails to deliver the protection they expected.
Alibaba.com 回复2026-10-14
Hello Nigel, we're sorry for the experience with this order, and understand how frustrating it can be when the resolution process doesn't meet your expectations.
Based on the order number, we have located your case and are looking into it. Please rest assured that we have escalated your case to the appropriate team. We will work to resolve your dispute as soon as possible.
Thank you for not giving up on raising this.
Trade Assurance acknowledged non-conformity, but awarded no refund
**Trade Assurance recognised the non-conformity — but I received no refund**
I purchased custom Brazilian Jiu-Jitsu uniforms and apparel through Alibaba Trade Assurance for my small business.
The goods received did not match the approved specifications. Several agreed branding elements were missing, and there were multiple issues with logo placement and embroidery quality. I submitted detailed evidence, including approved designs, supplier communications and videos documenting the discrepancies.
Alibaba's own final decision explicitly stated that *“the goods delivered do not match the agreed product description.”* Nevertheless, the case was closed with a refund of USD 0.00.
I also tried to provide feedback and seek a further review, but received no meaningful response. Even the review page for my order opens as a blank grey screen in multiple browsers.
As a small business buyer, I expected Trade Assurance to provide meaningful protection when a supplier failed to deliver goods according to the agreed specifications. My experience was the opposite.
I cannot say why Alibaba reached this outcome, but it has left me questioning whether the system provides effective and accessible protection for smaller buyers when a dispute arises.
I have lost confidence in Trade Assurance and would be very reluctant to rely on it for future purchases.
My advice to other buyers: document every specification, keep all communications on the platform, and do not assume that Trade Assurance guarantees a refund when non-conformities are established.
Alibaba.com 回复2026-10-15
Hello Francois, we're truly sorry the goods received not matching the approved specifications and understand how frustrating it must be when the resolution process doesn't meet your expectations.
Based on your order information, we have located your case and are looking into it. Please rest assured that your case has been escalated to the appropriate team. A member of our team will contact you to discuss the available next steps.
Thank you for bringing this to our attention.
🚨🚨🚨 WARNING! ALIBABA TRADE ASSURANCE IS USELESS – BUYERS BEWARE!🚨🚨🚨
I strongly advise anyone considering buying through Alibaba to be extremely careful, especially when relying on their so-called Trade Assurance protection.
I paid a $4,151 deposit for a prefabricated steel building. What followed was approximately SIX MONTHS of disputes, TWO independent inspections that identified serious problems, and more than 150 screenshots and documents submitted as evidence.
From the beginning, the supplier repeatedly claimed the goods were ready when they were not. The supplier also failed to properly calculate the shipping arrangements, creating additional costs, and requested payments outside Alibaba.
Both independent inspections documented missing or unavailable items and discrepancies with the agreed specifications, including steel thickness and problems verifying certain components.
I provided Alibaba with extensive evidence, including the supplier's own written statements that contradicted what actually happened.
What shocked me most was Alibaba's handling of the dispute.
Instead of properly addressing the supplier's conduct, the mediators repeatedly introduced different reasons to reject my refund.
First, I was told that because my product was customised, the supplier could not be forced to refund me, despite Trade Assurance advertising protection for eligible customised orders.
Then Alibaba claimed I had refused an inspection, although I had only declined a separate inspection of an additional container house in another city. The supplier had agreed to my inspection plan, but the container house was not available at the inspection site.
Finally, after months of reviewing my case, Alibaba suddenly claimed that my HQTS inspection reports were not acceptable.
The irony? I had originally booked and paid for an SGS inspection directly through Alibaba, but SGS cancelled it because its inspection service through Alibaba did not cover my product! I have the official SGS email confirming this.
After six months, two inspections and over 150 pieces of evidence, I am still fighting to recover my $4,151 deposit.
Throughout this process, I repeatedly asked Alibaba to address the supplier's contradictory statements. Instead, I received changing explanations for rejecting my claim.
In my personal opinion, Alibaba Trade Assurance is not a genuine buyer protection system. Based on my experience, it feels more like a system that gives buyers a false sense of security and can leave them trapped in what I can only describe as a legally protected scam.
I cannot speak for every buyer, but in my case, I feel that the mediation process repeatedly defended the supplier's position rather than fairly examining my evidence.
BE EXTREMELY CAREFUL! Just because a supplier offers Trade Assurance does not mean your money is genuinely safe.
I have completely lost confidence in Alibaba's buyer protection system.
Alibaba.com 回复2026-10-13
Hello, we're sorry for the experience you've described — six months, two inspections and a large evidence file without a clear answer is a genuinely frustrating.
Based on your order information, we have located your case and are looking into it. It has now been escalated to the appropriate team; rest assured they'll reach out to you directly with a resolution or a clear explanation of the options open to you.
Thank you for setting out the detail so thoroughly.
There was a time when Alibaba was THE platform for EU companies to easy and Secure access to Chinese suppliers and manufactures. This was primary because you were protected against shady businesses via legal support within the platform.
THESE DAYS ARE OVER!
My company has Pro Buyer staus which is offered to buyers who spent more than USD 500,000 anually. The primary benefit is extended legal support.
However this support apparently is now solely based on an ai logarithm with generic answers and no Way to object as it always support the supplier no matter what evidence you provide.
My advice is to find another Way to do business with honest Chinese companies
Alibaba.com 回复2026-10-13
Hello, we're sorry that your experience of our dispute support has left you feeling unprotected — that is a heavy thing for a business that relies on the platform to reach suppliers.
We hear your frustration about replies that feel templated and about evidence that doesn't seem to change the outcome, and we don't want that to be how your case is remembered.
If you can share your order number with us at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz, we'll look at the case itself and advise you on what can still be done.
Thank you.
Trade Assurance is a SCAM! They actively protect sellers who commit customs fraud.
WARNING to all buyers: Alibaba's "Trade Assurance" is completely useless and actively facilitates cross-border fraud.
I purchased computer software, but the seller falsified the commercial export invoice, declaring the items as "PHOTO FRAME PLASTIC" to evade customs rules. Because of this fraudulent document, UPS and destination Customs immediately blocked and suspended the shipment.
UPS officially confirmed in writing that clearance cannot proceed unless the seller submits a revised, accurate invoice directly through their local origin shipping system. The seller refused to fix their illegal paperwork.
I opened a dispute (Case ID: 10010836025) and provided ALL official emails from UPS proving that the customs detention was 100% caused by the seller's fake invoice.
How did Alibaba handle this? Their automated system completely ignored my official broker evidence, closed the dispute, and issued a $0 refund. They blamed the buyer for "failing to clear customs" when it is physically and legally impossible to clear customs with a fake invoice created by the seller!
Alibaba let the seller keep 100% of my money while my package is abandoned. They are protecting merchants who commit export fraud.
If Alibaba Executive Support is reading this, review Case ID: 10010836025 immediately and process my full refund. Until then, I am proceeding with a formal credit card chargeback for merchant fraud.
My order was expected to arrive in mid-September. Instead of receiving my goods, I spent weeks guiding the seller on how to fix their own error per UPS's instructions, which they completely ignored. When I turned to Trade Assurance, Alibaba trapped me in an endless robotic loop—forcing me to re-upload the exact same documents weekly while obsessing over 'missing clearance paperwork,' completely ignoring the fact that the seller's forged invoice alone made clearance legally impossible. They stalled until the seller's account vanished, then closed my case with a $0 refund! Even worse, when I reopened the new dispute, their system maliciously set a 1-MONTH waiting timer before Alibaba even steps in (instead of the previous 1-week cycle). No goods, lost money, a vanished scammer, and a 30-day stall tactic—Alibaba's Trade Assurance is a complete lie."
UPDATE - THE ENDLESS LOOP & 30-DAY STALL TACTIC]:
To make matters worse, after Alibaba exhausted me for weeks in my first dispute—forcing me to repeatedly submit crystal-clear proof of the seller's customs fraud only to maliciously close it with a $0 refund—I was forced to open a new case (Case ID: 10010836025).
What did Alibaba's system do? It instantly trapped my new case in a "Negotiation in progress" phase with a mandatory 30-DAY countdown timer, stating I must wait for the supplier to respond before Alibaba automatically steps in!
Think about how absurd this is: The seller forged customs documents, refused to fix them, and completely dodged responsibility during the entire first dispute. Now, Alibaba's rigged system forces ME to wait an entire MONTH for this exact same vanished scammer to reply!
This is a calculated delay tactic. They are deliberately running down the clock to make my bank credit card chargeback window expire. They ignore undeniable evidence, close your cases, and when you reopen them, they stall for months to protect fraudulent merchants. DO NOT TRUST ALIBABA! I am initiating a formal bank chargeback immediately.
Alibaba.com 回复2026-10-12
Hello Kein, we're sorry for the experience you've described — a shipment held at customs and a dispute outcome that left you without a resolution is genuinely frustrating.
We have located your order and case history and we have escalated your case to the appropriate team. The senior team is reviewing the full record and they will contact you directly,
Thank you for your patience.
I had previously been satisfied with Alibaba because my orders had gone well. This was the first time I actually needed Trade Assurance — and it completely changed my view of the platform.
I ordered 60 customized resistance bands. After very limited normal fitness use, multiple bands began deteriorating around the joined seam. I opened a Trade Assurance dispute and provided extensive evidence: photos, videos, pre-order references showing the quality expected, the supplier’s quality assurances, unused/new bands showing irregular finishing, and comparisons with older medium-resistance bands that had survived years of similar use.
The supplier claimed the bands had been overstretched or improperly used, despite never providing any maximum extension or special usage restrictions before purchase.
Alibaba rejected my claim, saying they could not determine whether the deterioration was caused by the product or by improper use.
I appealed and specifically addressed this issue with a new CONTINUOUS video: I opened a brand-new band on camera, showed its initial condition, performed only a few minutes of normal fitness exercises, and immediately showed the beginning of deterioration — with no cut or gap.
I also asked Alibaba to identify what exactly I had done improperly and which product limitation I had exceeded. No such limitation or improper action was identified.
The final decision was still that Alibaba could not determine whether the problem came from the product or improper operation.
If a continuous video showing unpacking, normal use and immediate deterioration is not sufficient evidence, I genuinely do not understand what evidence a buyer is expected to provide.
This experience has seriously reduced my confidence in Trade Assurance. Protection only has value when something goes wrong.
Alibaba.com 回复2026-10-12
Hello Aurélie, we're sorry for your experience— a first-time Trade Assurance claim that ended without a clear answer, despite the photos and continuous video you put together, is genuinely frustrating.
Based on your order information, we have located your order and we have escalated your case. The senior team is reviewing the full evidence record and they'll follow up with you directly on a resolution or available next steps.
Thank you for the detail you shared — it genuinely helps that review.
I put in my order July 4th, it is now October. Alibaba gave me a 30 day delivery time frame. Half of my $801 order got stuck in San Pedro. Now Alibaba tells me I only had 30 days to file a dispute after delivery but it never came! So now they still owe me $382.90. Do not order from Alibaba.
Alibaba.com 回复2026-10-13
Hello, we're sorry for what you've been through — waiting since July on part of an order that never arrived, and then being told the window to file a dispute had been closed, is genuinely frustrating.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number and we'll look into the undelivered items and your options.
Thank you for sharing the detail.
Fraud, sell faulty product, dispute raised with alibaba. And even alibaba has extended the resolution phase 5 times. They are literally useless and thief.
Alibaba.com 回复2026-10-10
Hello, we're sorry to hear about your experience — receiving a faulty product and then waiting through repeated extensions on a dispute is clearly a frustrating way to spend your time, and we appreciate you raising it.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number so the current status of your case can be checked and moved forward.
Thank you for your feedback.
I paid for three but received only one seat. Now Alibaba is passing the buck for me to contact the supplier.Ref. Number:
8215355595778134
Alibaba.com 回复2026-10-10
Hello, we're sorry to hear about your experience — paying for three items and receiving only one is understandably frustrating, and we appreciate you taking the time to share the details.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number so the delivery of your items can be looked into directly.
Thank you for your feedback, and we're sorry this wasn't the experience you hoped for.
Review Title: WARNING: Minyang Heavy Industry Ships Broken Machinery & Blames the Customer
Review Body:
I am writing this to warn the international buying community to avoid doing business with Minyang (Shandong) Heavy Industry Machinery Company Ltd. on Alibaba.
I purchased a commercial mower from them, and it arrived with a completely defective factory damper shock. The machine was broken right out of the box and has never cut a single blade of grass.
The factory-installed hour meter clearly shows only 0.3 hours of runtime—proving it was never used and was shipped damaged from their facility. When I opened an Alibaba Trade Assurance dispute, the company maliciously claimed "buyer abuse" to trick Alibaba into denying my claim. Once they successfully won the dispute and kept my money, they emailed me offering to ship a new damper shock, but demanded that I pay more money for the shipping fees.
I refused to pay them extra and had to buy two replacement damper shocks out of my own pocket just to make a brand-new machine functional. They operate in bad faith, ship broken heavy equipment, and use loopholes to avoid liability. Avoid this supplier at all costs.
2. For Reddit (Updated)
Post Title: Avoid Minyang (Shandong) Heavy Industry Machinery Co. – Shipped a broken mower and blamed me for "abuse" with only 0.3 hours on the meter.
Post Body:
Hey everyone, just wanted to put out a massive warning about Minyang (Shandong) Heavy Industry Machinery Company Ltd. on Alibaba so no one else gets scammed.
I ordered a mower from them that arrived via freight. Right out of the shipping crate, the damper shock was completely defective and broken. The machine literally hasn't cut a single blade of grass yet.
The best part? The digital hour meter on the machine only has 0.3 hours on it (just factory testing/moving it on the pallet). I filed a Trade Assurance dispute with Alibaba, and the supplier actually claimed "buyer abuse" to get out of paying. Alibaba bought their lie and denied my appeals.
Right after the dispute closed and they knew my appeals were dead, they emailed me offering to send a new damper, but only if I paid more money out of pocket for shipping. I told them no because I already had to buy two replacement shocks myself just to get the machine working.
I'm currently fighting it through a Visa chargeback, but please learn from my mistake and do not import anything from Minyang Heavy Industry. They will ship you broken junk and abuse the dispute system to keep your money.
Alibaba.com 回复2026-10-10
Hello Ed, we're sorry to hear about your experience — receiving heavy equipment that did not work well, and the claim process left you feeling the outcome wasn't fairly reached, is clearly frustrating.
Based on the order information, we have located your order and we have escalated this matter. A senior member of our team is reviewing this and will contact you directly.
Thank you for your feedback.
Buyer BEWARE 13 years in business, this is the worst.
I ordered 200 deodorant tubes for a client. It took two months for them to arrive in the states. Two days before delivery, they were damaged. It was returned to the Fed ex hub and then China. I was directed by the seller to reach out to customer service. Despite ALL the evidence being provided, including a internal reference number from Fed ex that shows it was returned, detailed tracking, 50+ messages, and their OWN internal tracking showing the item as was returned...I was provided $200 of the $280 I am owed. It was intonated multiple times that I am lying about the package, despite it being clear on ALL tracking pages it was returned. Now, I am out almost 2.5 months and $80 and I will NEVER shop on Alibaba again. Do not shop here, the discount in not worth the lack of customer service and the money back guarantee written on toilet paper, it's so flimsy.
Alibaba.com 回复2026-10-10
Hello, we're sorry to hear about your experience — waiting months on an order that was damaged and returned, and going through a refund claim which doesn't meet your expectations, is clearly frustrating.
Please reach out to our team at https://ai.alimebot.alibaba.com/intl/index.htm?from=acYpMgJcEFKz with your order number and the FedEx return reference, so we could review your case and advise the next step.
Thank you for the detailed feedback.
1st of all ..DO YOUR HOMEWORK BEFORE YOU CHOOSE A COMPANY !!!...read reviews ..follow trade assurance advice...do not just go by price!!!! you will be glad you did
Excellent Experience with Official Magcubic Store on Alibaba
Excellent Experience with Official Magcubic Store & Ms. Sophie!
Review Body:
⭐⭐⭐⭐⭐ Great Buying Experience on Honest and Special Customer Support Platform (Alibaba)!
I had a wonderful experience purchasing the Magcubic M800 Pro GT flagship projector from the official Magcubic store on Alibaba. The entire process—from ordering to delivery—was completely smooth, secure, and hassle-free.
A special thanks to sales representative Ms. Sophie for her outstanding support! She was incredibly polite, cooperative, and guided me with every detail throughout the purchase. The product quality is top-notch, packaging was safe, and delivery was prompt.
If you are looking for genuine products and great customer support, I highly recommend buying through Alibaba and contacting Ms. Sophie. 10/10 service!
Good customer service and communication with suppliers. Good money saving deals on many prodicts. My supplier was very timely with delivery and had good packaging.
AliExpress
Joom
Temu
DHgate
Etsy
Made-in-China.com
Amazon
eBay