Help me please

Always do a pre shipment inspection

That’s a really tough situation, especially at that amount.

Unfortunately Alibaba disputes can be hit or miss depending on how the orders were structured (trade assurance, payment method, evidence trail etc.). Chargebacks sometimes work better through the bank, but they usually want very clear proof of misrepresentation.

If you haven’t already, gather everything in one clean file (listing vs what arrived vs communication)it makes a big difference when escalating.

if you paid by credit card, you can file a chargeback citing "goods not as described" under Section 75 for Visa/Mastercard, and attach photos comparing the received items to the supplier's original listing. banks are much more responsive when you provide clear evidence that you tried dispute resolution first and include timestamps of ignored messages. for transactions this size, escalate to your bank's dispute team directly instead of front-line customer service, and reference the dollar amount as a hardship if needed.

For the chargeback: approach your bank with a clear paper trail — the original listings with quality claims, photos of what arrived, and all communication with the sellers showing they're ignoring you. Frame it as 'item significantly not as described' rather than a general dispute. $12k AUD is large enough that asking to speak with the fraud or disputes team directly rather than front-line support makes a difference.

For the Alibaba dispute: escalate in writing and explicitly reference the advertising claims vs what was delivered. Alibaba's standard dispute process is slow but escalation to their trust and safety team sometimes moves things.

Did you pay through Trade Assurance on both orders?

Sorry you're dealing with this. Have you tried contacting the supplier directly through Alibaba dispute resolution? Opening a formal case often helps escalate issues faster. Make sure you document everything, including invoices, chats, and shipping records. Hopefully the platform support can step in and resolve it for you soon.

Hi mate, we are a Kiwi owned sourcing agency based in Shenzhen and one of the reasons we exist is to stop issues like this happening. So really sorry to see this has happened.

Can you distinguish if the products were damaged in transit or if they were just manufactured poorly?

No supplier is going to openly say that quality is crap, you must verify this yourself with samples, and at the minimum a pre-shipment inspection and possibly extra QC. It is a bit like getting a house renovation done, you should not just leave the builder by himself without checking what is going on, particularly when some factories have a mindset that once the goods leave the factory they don't care.

For transactions of about $10K - $50K USD almost no one is going to pursue actual legal action so that is how these bad eggs get away with it. Although with Trade Assurance, in theory the supplier does not get the money released until the shipment has been confirmed as received.

Did you originally pay via credit card? If so, you can check with your bank the last day you make a claim for a chargeback. Note that if you don't allow the Alibaba dispute to process and do a chargeback it is likely you will be banned from Alibaba for life.

1. Take photos of damage to be a proof.

2.Go straight very seriously to the company and demand compensation.You can tell them you have friends in China running factories, and if they don't take any action, you'll have your Chinese friends take legal steps to protect your rights.

1. Get Alibaba's official platform involved and provide evidence.

I am Chinese, you can try, just remember, take a firm stance.

i cant understand