You can either cancel or apply for a refund on a Trade Assurance order at three different stages of the order process.
1. For unpaid orders
On the desktop website:
Go to All Orders > Unpaid and select "Cancel order" for the order you wish to cancel. Alternatively, you can select "View more" and "Cancel order".
On the app:
Go to My Alibaba and tap "Unpaid" in the My orders section. Tap the order you wish to cancel and then "Cancel order".
If you want to cancel because the order information has changed without mutual agreement, you should file a complaint to us.
2. For payment processing orders
Orders cannot be canceled while the payment is being processed. Once the payment has been processed, you can apply for a refund instead.
3. For paid orders
Orders that have been successfully paid for cannot be canceled. You can, however, apply for a refund. To do so:
On the desktop website:
Go to All orders and select "Apply for refund".
Alternatively, you can select "Request modification" and select "Apply for refund" in the Order details page.
On the app:
Go to My Alibaba >All orders and tap the order you wish to cancel. Tap "More actions" and then "Apply for refund".
Once you've applied for a refund, you're required to reach out to the supplier and attempt to resolve the case. If no resolution can be reached, the Alibaba.com team will step in to intervene.
For full coverage details on Trade Assurance, you can visit alibaba homepageor download our guide.