Alibaba Payment Sent to the Wrong Merchant and Refund Missing
I have been a regular and long-standing customer who has frequently made purchases through the Alibaba app. Since April 2026, I have been dealing with a payment and refund issue that has resulted in a total financial loss of $1,645, and Alibaba's handling of the matter has been extremely disappointing.
When I placed an order through the Alibaba app, the money I paid was transferred to another merchant that was unrelated to the product I had ordered. Alibaba identified the issue, placed a hold on the relevant merchant, and refunded my money at that time. Since Alibaba had handled the issue and resolved it, I ordered the same product again. However, the same problem occurred again, and my payment was once again transferred to another merchant. Because we did not want to wait through another refund process and the shipping process was already lengthy, we made another payment and placed a new order. As a result, we ended up paying twice while waiting both for the products and for the refunds from the previous payments.
When we contacted Alibaba again, they initially acknowledged that we were in the right, stated that the money had reached them, and said they would resolve the issue. Shortly afterward, however, they began acting as if the money had never reached them and requested payment receipts, completely contradicting what they had previously told us. Our bank confirmed that the money had reached the recipient, and we provided the payment receipts as requested. Despite knowing that the same issue had occurred before, Alibaba once again avoided taking responsibility, acted as if nothing had happened, and delayed us by claiming that the money had not reached them without providing a solution.
At this point, we have both made additional payments for the products and lost access to $1,645 of our money. Although Alibaba previously intervened in the same type of situation, placed a hold on the relevant merchant, and obtained my refun
