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Protection Scope for Dispute on Alibaba.com

a. Time Effectiveness

Alibaba.com currently accepts complaints on three Transaction types, including:

Transaction Type

Claim Period

Mediation Period

Guarantee Amount

Transaction via Trade Assurance

May vary depending on the shipment method in the  Purchase Contract but in no case shall it exceed [30] days after the Date of Confirmed Receipt of the Products.

Alibaba.com dispute specialist will give a reply within [20] days. For special case, the arbitration process period may be extended.


May vary depending on the scope of assurance in the Purchase Contract but in no case shall it exceed the actual payment amount of the order.

Transaction via Secure Payment

From the payment date to buyer confirmed date of products received or system default date of products received, but in no case shall it exceed [90] days.


Transaction via offline payment methods

Within [90] days from the appointed date of delivery.


Remark: The content of the above table in relation to Trade Assurance and Security Payment shall be for references only. In the event of discrepancies, the relevant agreed terms and rules applicable to the above listed services shall be final.

b. Product Eligibility
Purchases of banned, restricted, and name brand products at unreasonably low prices are not eligible for protection under Fraud and Dispute.
c. Trade on Alibaba.com
The trade process must begin on Alibaba.com (buyer met supplier on Alibaba.com) and supporting documentation must be provided when asked.
d. Suppliers on Alibaba.com
Complaints regarding suppliers who are no longer Members of Alibaba.com will not be entertained
e. Dispute during Transaction
If the dispute happens before the payment, such as sample dispute, will not be protected..