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Until I filed a dispute, I was unable to use the dispute resolution process at AliBaba.  As it turns out it was a technical issue in that I was using the wrong e-mail to sign in, however I was unable to find any way to get ahold of a live person to dig in to this and resolve it and furthermore the drop dead date for filing a dispute was fast approaching.

Since filing this report with Ripoff .com I have received an e-mail from a live person at Alibaba and also from the seller.  I still have not received a refund nor my product but at least it appears that things are moving in the right direction. On resolution of this issue I will provide an update on this case to ensure that the record is set straight.

Hello,

My name is Mark and I am director of international corporate affairs for Alibaba Group.  I'm sorry to hear that you have had problems with a supplier, but wanted to let you know that we do, in fact, have a dispute resolution process.  

If you visit our web site, you can file a complaint using our system called "Aliprotect."  It's fairly straightforward:

1) If you have not done so already, create an account on Alibaba.com here (you need to do this so we can track your complaint).  Here's the link: http://us.my.alibaba.com/user/join/join_step1.htm

2) After creating the account, please describe your issue using this link: http://channel.alibaba.com/complaint/home.htm?tracelog=newschp_help_complaint

3) The goal of our customer service team is to respond to issues within three days.  If you are in the United States, you can also contact our customer service team in California at +1-888-983-1688 or email:
cs-us@service.alibaba.com.

Please understand that we do indeed have a process and try to be fair to all parties while resolving customer issues as soon as we can.

I hope this helps.

Mark Story
Director, International Corporate Affairs
Alibaba Group