Cancellation & Dispute
Cancellation
How to cancel an order?
1. Seller did not send my item, what can I do?
• If the seller didn’t ship out your item to you, and provide any tracking information to you during the delivery time, our system will automatically provide you with a full refund without any disputes.
• If the seller didn’t ship out your item to you, and provide the untraceable information to you during the delivery time, you can open a “dispute” after the delivery time. If no solution reached between you and the seller, you can request buy-world mediation and buy-world will involve and investigate the dispute.
2. I don’t want the order anymore, what can I do?
• If you want to cancel the order before the processing time, you can open a “dispute” after the delivery time. If no solution reached between you and the seller, you can request buy-world Resolution Center and buy-world will involve and investigate the dispute.
• If you want to cancel the order after the shipping time, we suggest you communicate withe the seller about the outcome. If you refused to sign the parcel directly, we will keep the shipping and returning fees for the seller and refund you the rest.
• If this is a unpaid order, you could cancel your order by clicking “cancel” and choose the cancel reason.Please note that if payment fro your order is not made within 3 days, our system will automatically cancel it.
Dispute
1. What is the procedure of opening the disputes on buy-world.com?
After you submit the complaint case on buy-world.com, the dispute team will follow up the case according to the evidence submitted by both buyers and sellers.
1. Collect evidence from the buyer.
Depending on the type of dispute, different evidence may be required. For example:
a) Payment documents (bank slip, etc.)
i. Payment via bank transfer (T/T): Must have bank stamp/chop
ii. Payment via Western Union: Must include MTCN
iii. Payment via online banking: Screenshot of the entire transaction page. Must include URL and payment status
iv. Complete correspondence between both parties
b) Delivery documents
c) Contract or Proforma Invoice
d) Third-party inspection documents
e) Photos of products received including delivery package
2. Case substantiated.
a) Alibaba.com will request the supplier to submit evidence to counter the complaint within 2-3 working days.
3. Solution.
The solution will be varied case-by-case according to the evidence and the case type. All the solution can be checked in the Complaint Center. You can have a check accordingly.
2. How long do disputes take to resolve?
When you submit the dispute online, please contact the supplier to negotiate about the solution. If you and your supplier cannot reach an agreement, you can escalate the dispute in the 10th day. Or it will be escalated automatically in the 11th day.
Please sign in to your resolution center to check the case status.
