Don't Buy On Alibaba! No Refund For Unreceived Order & Disputes Closed

I purchased a product from the seller Shanghai Yimei Optoelectronic Technology Co. on Alibaba.com on March 22, 2026 (March 23, 2026 in Shanghai), paying a total of BRL 1,082.26 through a Pix bank transfer in Brazil, with Ebanx acting as the payment intermediary. I live in Mauá, Brazil.

Despite successfully completing the payment and receiving order confirmation, I never received the product. On April 4, 2026, I discovered that the shipment had been rejected by Brazilian customs and compulsorily returned to the sender. The tracking status clearly showed “Export interrupted / Returned to sender.”

This happened because the seller violated contractual and compliance obligations by issuing incorrect customs documentation and providing an insufficient product description. Therefore, the customs rejection and forced return occurred exclusively because of the seller’s mistake.

When I contacted the seller’s representative, Medi Han, they refused to provide proper refund assistance and ignored Alibaba Trade Assurance protections, even though the failed delivery was entirely caused by their own documentation errors.

I then contacted Alibaba support and spoke with agents Celeste, Rich, and Kim. Following Kim’s instructions, I opened a dispute under Complaint Case ID 100046591010. Alibaba later ruled the dispute in my favor and approved the refund in principle. However, a serious system error occurred: my refund was incorrectly linked to a completely unrelated third-party order (Order ID 294156358001025969), which does not belong to me.

Because of this system failure, Alibaba redirected me to a refund management page that I cannot access, since it belongs to another customer’s account. This technical error effectively blocked my ability to claim the refund that Alibaba itself had already approved.

Afterward, I contacted support again and spoke with agents Jefferson and Charlotte. Unfortunately, instead of correcting the database and order-linking problem, they repeatedly sent generic login instructions that had nothing to do with the actual technical issue.

Since the original dispute failed to restore my access to the refund process, I opened a second dispute on April 22, 2026, under Complaint Case ID 100047074005. Once again, Alibaba closed the case without proper human review, replying only with automated and generic responses while ignoring the evidence proving:

the customs rejection caused by the seller’s incorrect documentation, and
the technical system error linking my refund to another customer’s order.

As a result of both the seller’s negligence and Alibaba’s platform failures, I paid BRL 1,082.26 for a product that was never delivered, and I still cannot access the refund process that Alibaba claims was approved in my favor. To this day, I have not received any refund, reimbursement, or compensation, and I have effectively lost the full amount.

Therefore, I demand that Alibaba’s technical team immediately separate my dispute and refund process from the incorrect third-party Order ID and restore proper refund access within my own account. I request the immediate full refund of BRL 1,082.26 to my original payment method, considering that the delivery failure was caused entirely by the seller’s customs documentation errors and that Alibaba’s own platform malfunction has prolonged the damage.

Finally, I request that this matter be escalated beyond first-level scripted customer support and reviewed directly by a Senior Dispute Analyst or Compliance Manager with the technical authority to manually correct order associations, refund access, and financial transaction records so this issue can finally be resolved properly.