7 MONTHS, MISSING GOODS, DELETED SCAMMER, AND STILL NO REFUND
7 MONTHS, MISSING GOODS, DELETED SCAMMER, AND STILL NO REFUND STAY AWAY FROM THIS PLATFORM I have been in a dispute with Alibaba for 7 months over missing goods from a freight forwarder operating on their platform. Here is what happened: I ordered 21 items through Alibaba's logistics service. The forwarder repackaged my goods without taking a single photo, provided no packing list, and his own handwritten list — sent to me through the Alibaba chat — recorded only 14 items. 7 items never arrived, despite his own document proving he never had them in his possession. When I raised the dispute, the forwarder demanded extra payment AFTER I had already paid in full, claiming it was for "destination port charges." I refused. He then deleted his Alibaba account DURING the active dispute — which Alibaba has completely ignored. I submitted overwhelming evidence: ✔ Official Sinotrans third-party warehouse document confirming receipt of all goods by the forwarder ✔ The forwarder's own handwritten list proving only 14 of 21 items were in his possession ✔ Supplier weight and volume confirmations from every single supplier ✔ The Bill of Lading ✔ Screenshots of the extra payment demand ✔ Video of the boxes received Alibaba's response after 7 months? They rejected my claim because I didn't film the entire unpacking process. I was not informed anywhere in Alibaba's terms that a full unboxing video is required to make a valid claim. No ordinary person does this, and it is not disclosed anywhere in their buyer protection terms. They offered $300, then $400 as "goodwill" on losses that exceed €1,854 — which is itself the maximum amount their platform even allows me to claim. My actual losses are higher. Case ID: 1000385035438. Order ID: 14100372501024922. Trade Assurance is not buyer protection. It is a marketing tool. If a scammer can delete their account mid-dispute and still win, you have zero protection as a buyer on this platform. Always film every single step of every delivery — and even then, based on my experience, do not expect Alibaba to honour their own buyer protection promise.