learn mandarin – Fair Play Fund – Alibaba.com’s Commitment to Buyer Protection

Alibaba.com is committed to safe trade and the protection of the millions of buyers sourcing on our award-winning online trade platform. During the past 2 years we have launched a series of buyer protection projects, including a supplier black-listing policy and secure escrow service to protect online payments.

In an unprecedented step to increase our users’ confidence, Alibaba.com has also voluntarily created a Fair Play Fund to help offset losses suffered by a small proportion of buyers who were defrauded by paid members on Alibaba.com.

The Fair Play Fund initially covers fraud disputes between buyers and China-based Gold Suppliers from 2009 and going forward.

Fair Play Fund FAQ

Q1: Can I claim from the Fair Play Fund?

Claimants must first present a substantiated complaint resulting in the removal of a China Gold Supplier from our website before they are eligible for a payout from the Fair Play Fund. The Fair Play Fund is made up of forfeited membership fees from removed China Gold Suppliers. However, if the forfeited fee from a banned China Gold Supplier has already been used up, no further claims can be paid out.

Q2: How much can I claim from the Fair Play Fund?

Claimants with losses of US $1,400 or less are eligible for 70% of the amount lost. Claimants with losses greater than US $1,400 will receive a maximum of US $1,000.

Q3: What if the claim is against a Global Gold Supplier or Free Member?

At present, our Fair Play Fund only covers fraud claims against China Gold Suppliers. We intend to eventually broaden the Fair Play Fund to include disputes against Global Gold Suppliers in the future.

Q4: If the China Gold Supplier I am making a claim against is not removed from Alibaba.com, can I still get compensation?

No, because forfeited fees from the banned China Gold Supplier in question are the source of any payouts from our Fair Play Fund. If the China Gold Supplier in question has not been banned, there will be no money in the fund to pay claims.

Q5: I want to complain but I lost some or all the evidence

To process claims fairly, we need to verify complaints by checking all supporting evidence. If you have lost important evidence, it is difficult for us to look into your case.

What buyers say about our Fair Play Fund

From Martín from Argentina

You just can’t imagine how happy this e-mail has made me. I really appreciate this kind of gestures and I am extremely grateful to get some of my money back. I will prepare all the info needed to start running this process.
Now I will try to buy again in this place, studying in a deeper way the supplier where I will order to.
Thank you Alibaba.

From Natalia from Spain

Hi,
I’m Natalia Garcia. I only want to say that i’m grateful for your help, and that I have already recibed my money.
The Alibaba Fair Play Fund has done a work that will be helpful for a lot of people.
Thank you very much.

From Francisco from Chile

Dear Alibaba:
Thanks again for your help, I knew that wasn’t your responsibility, but you help me.
Francisco Tapia.

Alibaba.com is constantly striving to provide the very best protection and more secure online transactions for buyers sourcing on its website. If you have any other questions about our Fair Play Fund, please contact our Customer Service Team. Thank you!

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