r/alibaba
Need advice on a refund
User seeks advice on a refund dispute with an Alibaba.com seller over defective custom hoodies.
Hi,
Let’s go straight to the point.
I’ve ordered 32 hoodies with embroidery for a total amount of 251+372=623$
The seller has done the batch but it doesn’t meet the requirement. 20cm instead of 30cm in the back
I asked him to redo the batch and he sends me AI PICTURE TO SHOW THE NEW BATCH… (I swear it looks like real)
I send the good to my freight forwarder and ask for a QC pics and guess what… he sends the previous batch with défective logo !!!!!!
Now i have 32 hoodies that doesn’t meet requirement and started procédure with trade insurance. The seller didn’t send any message…
Please give me advice…
Since the goods are already at your freight forwarder's warehouse, you actually have a huge advantage because you caught the defect before the hoodies left China. Do not back down on that Trade Assurance dispute. The seller is probably ghosting you because they know they got caught red-handed and are hoping you'll get impatient and close the case. Upload every single bit of evidence you have right now, screenshot your original chat where you specified the 30cm layout, include the fake AI picture they sent, and upload the exact QC photos from your forwarder showing the 20cm mistake. As long as your paper trail clearly shows they ignored your measurements, you have a solid shot at a full product refund. Just leave the hoodies sitting at your forwarder's warehouse for now, and do not ship them out or close the dispute until Alibaba officially rules in your favor.
I’ve done exactly what you say !!!!
Right now alibaba even ask them to pay for shipping back and now I’m waiting for the refund :)
But it’s been 1 month since the beggining of the dispute… I’m now waiting patiently
dispute this with your bank your gurenteed a refund if those claims are true which is easy to prove you can get 100% of your cash back and your bank will handle the rest
Use 1688 for sourcing on a small to medium scale and taobao for small scale. costumer service there is alot better and the reviews are brutal
Interesting ! Do you have a factory to Make embroidery ?
the bank where you have your visa card or credit card you paid for the goods with. all banks have that option. just talk to them.
He does not have the goods in person, it would not necessarily meet the grounds for a charge-back and it would also likely get his Alibaba account banned forever.
Since the goods are already at your freight forwarder's warehouse, you actually have a huge advantage because you caught the defect before the hoodies left China. Do not back down on that Trade Assurance dispute. The seller is probably ghosting you because they know they got caught red-handed and are hoping you'll get impatient and close the case. Upload every single bit of evidence you have right now, screenshot your original chat where you specified the 30cm layout, include the fake AI picture they sent, and upload the exact QC photos from your forwarder showing the 20cm mistake. As long as your paper trail clearly shows they ignored your measurements, you have a solid shot at a full product refund. Just leave the hoodies sitting at your forwarder's warehouse for now, and do not ship them out or close the dispute until Alibaba officially rules in your favor.
Dont use alibaba. Shit platform full of scammers . And themeselves are scammers .
Alibaba is an absolute nightmare when it comes to customer protection. I paid for an order, the seller has payment issues, and somehow I am the one being treated like a criminal just for requesting a refund.
They are demanding photos of my ID card, selfies with my bank card, and sensitive banking information — supposedly for a refund they could simply reverse back to the original payment method. That is beyond ridiculous.
Even worse, they asked for screenshots/photos of a temporary Revolut virtual card. Revolut itself blocks screenshots for security reasons, yet Alibaba still expects users to expose all their sensitive financial data. Completely unacceptable.
No legitimate platform should require customers to hand over enough personal information to risk identity theft just to get their own money back. These kinds of invasive requests feel shady, reckless, and dangerous.
People should think twice before trusting Alibaba with sensitive documents or banking details. A refund should not require sacrificing your privacy and security.
Dont use alibaba . Dont click on it . Its a shitty plarform and the platform itself is a scam . For 2 weeks i have send them messages that i cant accept to send my personal information and that i demand the refund to be send via IBAN . That is all that they need .
This is indeed a tricky issue. Business is so tough these days, so all sorts of non-compliant methods emerge. Luckily, the amount wasn't large.
Next time, I'll use PayPal or find a purchasing intermediary to verify the goods.
That’s exactly why I always suggest not dealing with factories directly.
In most cases, working directly with factories can be risky because:
- communication is not smooth
- quality control is hard to guarantee
- after-sales issues are difficult to handle
Instead, it’s much safer and more efficient to work with a trusted sourcing partner or middleman.
Hi, I understand your frustration.
At this point, you should not rely on explanations or promises anymore. You need to switch to a strict evidence-based approach:
- Immediately stop accepting any AI images or unverified claims from the supplier. Only physical proof counts.
- Request full video evidence of production, including measurement of the embroidery (clearly showing 30cm with a ruler on multiple pieces).
- Ask your freight forwarder to do a proper physical inspection with timestamped video proof, not just photos or old batch images.
- Keep all evidence and continue the trade insurance dispute process without delay.
If the supplier cannot provide valid proof and continues to ignore your requests, then it clearly shows non-compliance with the agreed specification.
In that case, you are fully justified to proceed with a refund or compensation claim through the dispute system.
Right now, do not negotiate emotionally — only work based on verifiable facts and documentation