I Face Wrong Machine Part Delivery and Poor Dispute Resolution on Alibaba

I purchased a machine part from a Chinese seller through Alibaba.com. The product successfully passed customs controls in my country, but when I received the shipment, I realized that a completely different part was delivered instead of the one I ordered. I immediately opened a dispute and raised a claim on Alibaba.com. Initially, the seller admitted to the mistake and acknowledged the wrong shipment. However, shortly after, they denied responsibility and stopped cooperating.

Alibaba.com was supposed to act as an impartial mediator in this dispute. Unfortunately, their arbitration process was far from fair or transparent. Despite my detailed explanations and the seller's initial admission of fault, Alibaba failed to protect my consumer rights. Moreover, during our communication, the seller insulted me, and Alibaba did nothing to address this unacceptable behavior.

Financially, I paid for a product that I never received, leaving me at a significant loss. Emotionally, I am frustrated and disappointed with the lack of protection from such a globally recognized platform. I searched for a local authority to file a complaint about this issue but could not find a clear channel to address cross-border e-commerce disputes.

I urgently request Alibaba.com to take full responsibility, refund my payment, and impose sanctions on the seller for both the incorrect shipment and offensive behavior. I also urge Alibaba to review and improve their dispute resolution process to better protect international buyers like myself.