My Alibaba order arrived damaged and the seller won't help, what steps should I take?

If your Alibaba order arrived damaged and the seller refuses to help;

Check your order details first;

• Log in → My Orders
• Note:
– Order number
– Product name
– Seller name
– Delivery date
• Screenshot the order page

Document the damage immediately;

• Take clear photos of:
– Damaged product (multiple angles)
– Packaging (inside & outside)
– Shipping label
• Record a short unboxing video if possible
• Save all evidence

Check order protection period;

• Go to Order Details → Buyer Protection
• Confirm dispute deadline
• Note remaining days to open a dispute

Message the seller through Alibaba;

• Keep communication on-platform only
• Clearly state:
– Item arrived damaged
– You want refund or replacement
• Attach photos as proof
• Screenshot the conversation

Open a dispute on Alibaba;

• Go to Order → Open Dispute
• Select reason: “Product damaged”
• Upload:
– Photos
– Videos
– Conversation screenshots
• Request:
– Full refund or partial refund (if keeping item)

If unresolved or Alibaba rejects your claim unfairly, consider filing a complaint on Xolvie to pursue a resolution.