I paid via Trade Assurance but got no refund, how can I escalate this issue?

If you paid via Alibaba Trade Assurance but did not receive a refund, here’s how to escalate it;

Confirm your refund status first;

• Log in → My Orders → Trade Assurance
• Check:
– Order number
– Refund request date
– Refund amount
– Status (Pending / Rejected / Completed)
• Screenshot the refund status

Review refund proof;

• Save all documents:
– Payment receipt
– Refund request screenshots
– Communication with seller
• Screenshot every relevant record

Check email (including Spam);

• Search for:
– “Trade Assurance refund”
– “Alibaba refund progress”
– “Dispute update”
• Save any messages from Alibaba

Open or update the dispute;

• Go to your Order → Open Dispute (if not already)
• Choose reason:
– “Refund not received”
– “Seller issue / breach of terms”
• Upload evidence:
– Payment proof
– Refund screenshots
– Seller responses
• Clearly state what you want:
– Full refund
– Compensation (if applicable)

Contact Alibaba Support;

• Use online chat or Help Center
• Provide:
– Order number
– Screenshots
– Dispute history

• Ask them to:
– Check Trade Assurance claim
– Enforce refund

If support does not reply, you might want to consider posting a complaint on Xolvie in order to bring attention to the issue and try to find a solution.