Alibaba FAQ

Account Management

Why was my account deactivated due to security reasons? How do I unsubscribe from your mail list? What is a safe password? How do I change my email address? What can I do after received a new business card?

Novel Coronavirus related

Will my shipment get delayed due to coronavirus? Suggestion on Cautiously Trading Medical supplies during the outbreak Impact of Novel Coronavirus on Alibaba.com assessment report Impact of Novel Coronavirus (2019-nCoV) on Your Alibaba.com Order Can the coronavirus be spread from packages or products shipped from C

Promotions

Why cannot I use the 10% OFF coupon for my order? How can I use the 10% OFF Coupons? Which carriers (“Shipping Option”) are available for promotion? What benefits can I get in March Expo? How can I find suppliers from country of origin?

Order Feedback

How do I leave feedback for my order? How do I modify my feedback on the Trade Assurance order? How do I delete feedback for my Trade Assurance order? If I made negative review on orders, can supplier appeal for deleting How do I check supplier's feedback made by other buyers?

After-sales Service

How do I check the status of my dispute case? How do I deal with my Trade Assurance dispute? How do I return products for my Trade Assurance order? How do I manage offline dispute? What can I do if refund is processed but my paying credit card is clos

Order Receipt

What does the order status 'shipment started' mean? What can I do if Trade Assurance order is confirmed receipt automatica What should I do if I mistakenly confirmed receipt? How do I extend the shipping date for my order? How do I confirm my order receipt?

Shipping

What is the price calculation date for ocean freight? How do I link my Trade Assurance order with my logistics order? How do I pay for my logistics order? What is EXW? When will you ship my ocean logistics order?

Inspection

What should I do if the inspection report indicates a failed or pendin How do I cancel an inspection service? How to contact the inspection company? What happens after payment is completed for inspection order? How to apply refund for value-added service?

Production Monitoring

How do I use the Production Monitoring Service? What happens at the on-site check for Production Monitoring service? How can I talk directly to the agent working on my Production Monitori How does the Production Monitoring Service work? How is the production monitoring conducted?

Order Payment

How do I manage my credit card on Alibaba.com? How do I apply for Alibaba.com Payment Terms? What APAC countries and regions enjoy the MasterCard payment promotio What's the service fee of Trade Assurance? How does Kabbage work with Pay Later program?

Place Order

How do I cancel a Trade Assurance order? How do I modify my Trade Assurance order? Can I change my shipping address? What is OneTouch? How to check Trade Assurance order status?

Business Negotiation

How can I delete an RFQ? How to recall messages in Messenger? Why my communication record disappeared in Message Center? Why cannot I find my chat history in Messenger? How to manage conversations in Messenger?

Sourcing

What should I do when my shipment is held at Customs? What is Onsite Check? What is the difference between Golden Suppliers and Verified Supplier How do I find certified products and suppliers?   How do I know what certification that I need?

Others FAQ

How do I delete my posts in the Discussion Forums? What is Sales Trends Reports? How do I participate in discussion in Buyer Community? How do I join Alibaba.com Affiliates? Production Monitoring Services Terms and Conditions