Marketplace
Alibaba Help Guide
Independent guide. This page is not operated by, affiliated with, sponsored by, or endorsed by Alibaba.
Official Alibaba resource
For account-specific assistance, use the retailer's own website:
Open Alibaba's Official WebsiteCommon problems
- Order Not Shipped
- Order Delayed
- Track an Order
- Cancel an Order
- Package Missing
- Delivered but Not Received
- Wrong Item Received
- Damaged Item
- Return an Order
- Refund Pending
- Payment Problem
- Account or Login Problem
General steps
- Open the relevant order and review the shipment and supplier information shown in your Alibaba account.
- For supplier or delivery problems, document the order number, agreed terms, tracking information, and communications.
- Where available, use the order's dispute/Trade Assurance workflow rather than sending sensitive payment information outside the platform.
- Deadlines and remedies can depend on the transaction terms, so verify the current order-specific rules before submitting a dispute.
Important: Retailer policies, eligibility, processing times, and available support options can change. Always confirm the current terms and instructions on the official retailer site before taking action.
Safe support practices
- Enter passwords and payment information only on the official retailer domain or official app.
- Never share a one-time verification code with someone who contacts you unexpectedly.
- Keep your order number and tracking information available when contacting the retailer.
Last reviewed: September 2026. Official source links should be rechecked before publication and periodically thereafter.