Alibaba Trade Assurance Failure: Seller Error & No Refund For Rejected Item

I am filing this complaint regarding a purchase made on Alibaba.com global wholesale site, where I am facing serious difficulties in obtaining a refund for a product that was never delivered due to a seller’s documentation error. On March 23, 2026, I placed an order that was later rejected by Brazilian Customs because the seller provided an insufficient description and incorrect customs documentation. The official tracking status shows “Export interrupted/Returned to sender,” meaning the package is being returned to the seller. This situation was caused exclusively by the supplier’s failure to comply with customs and documentation requirements, not by any action or omission on my part. On April 4, 2026, when I identified the customs rejection, I contacted the seller, Medi H***, who refused to provide support for a refund and ignored Alibaba’s own Trade Assurance guidelines, even though the documentation error was clearly his responsibility. In an effort to resolve the issue, I contacted Alibaba support and was assisted by representatives Celeste, Rich, and Kim. Representative Kim instructed me to open a dispute, which I did under Complaint Case ID: 100046591010. However, a serious system error occurred: Alibaba finalized the case by granting my refund request but incorrectly linked my complaint to an order that does not belong to me (Order ID: 294156358001025969). As a result, the platform now requires me to manage the refund through a page I cannot access because it is associated with a third party. This database linkage error makes it impossible for me to complete the refund process, even though the refund was approved. I have continued to seek help through support, and later contacted representatives Jefferson and Charlotte. Unfortunately, the issue remains unresolved, as the only responses I received were generic login and navigation instructions that do not address the core technical error of my complaint being attached to the wrong order. Meanwhile, my original purchase, associated with Logistics Order ALS01487079616 and Invoice ID #I020260322781200010083, remains without refund, despite the product having been rejected by Customs and returned to the sender because of the seller’s mistake. Given all of the above, my request is straightforward: I want Alibaba to process and release a full refund of the amount I paid, including any shipping costs, for the order that was rejected by Brazilian Customs due to the seller’s insufficient description and documentation. I ask that this be done directly and manually if necessary, without requiring me to access the incorrect third‑party order page, and that the technical error linking my complaint to the wrong order be corrected so that I am not prevented from exercising my right to a refund.