Alibaba shipment was seized by customs, how should I resolve this with seller?

If your Alibaba shipment was seized by customs and you need to resolve it with the seller;

Confirm the seizure details first;

• Check tracking → Courier website
• Note:
– Seizure reason
– Location (customs office)
– Date held
• Screenshot tracking status

Contact the shipping carrier;

• Ask:
– Exact reason for seizure
– Required documents
– Whether release is possible
• Request written confirmation

Review your Alibaba order;

• Log in → My Orders
• Check:
– Order number
– Trade Assurance status
– Buyer Protection deadline
• Screenshot order details

Contact the seller on Alibaba (keep it on-platform);

• Explain shipment was seized
• Provide:
– Tracking number
– Seizure notice
– Carrier message
• Ask seller to:
– Provide required customs documents
– Contact freight forwarder
– Offer replacement or refund

If documents are missing or goods are non-compliant;

• Request:
– Full refund (if item cannot be released)
• Do NOT confirm receipt

Open a Trade Assurance dispute if needed;

• Go to Order → Open Dispute
• Select reason:
– “Shipment problem” / “Customs issue”
• Upload:
– Seizure proof
– Tracking screenshots
– Conversation with seller
• Request refund

If none of the above solutions work, please feel free to share your experience. You can also file a complaint on our website.