Trade Assurance did not provide the…
Trade Assurance did not provide the protection I expected I am extremely disappointed with my experience with Alibaba and Trade Assurance. I purchased new machinery through Alibaba and have already spent over USD 100,000 through suppliers on the platform. I used Alibaba specifically because I believed Trade Assurance would provide protection if something went seriously wrong. The machinery arrived with significant damage. I provided extensive evidence, including photos taken when the container was opened, photos showing how the machines were secured, detailed damage photos, repair quotations, seller communication and an independent survey summary. Most importantly, the independent survey concluded that the damage was caused by insufficient securing during transportation. Alibaba itself previously acknowledged that the evidence initially indicated that the machinery was not delivered in the agreed condition. Despite this, my claim was rejected. I was repeatedly asked for additional evidence, including documents that I could not obtain because the full survey report was held by the seller’s insurance company. I also repeatedly submitted evidence that I had already provided. The supplier did not meaningfully cooperate during the dispute. At one point, after Alibaba requested additional information, the supplier submitted essentially only a telephone number instead of the requested documentation. I am extremely disappointed that after providing this amount of evidence, Trade Assurance did not provide what I believed was meaningful buyer protection. This experience has seriously damaged my trust in Alibaba. If Trade Assurance cannot provide meaningful assistance when new machinery arrives damaged and an independent survey supports the buyer’s position, I have to seriously reconsider making future large purchases through Alibaba. Based on my experience, I cannot recommend relying on Trade Assurance for significant machinery purchases.