Posted 08 Apr 2011 13:38
Hello, I placed two orders today at two suppliers of the same company. The first is confirmed, the second is closed "for security reasons" (no. 1002250861). I was just notified with a short mail when it was already cancelled. Strange and unprofessional but no information about the reasons neither in my system account, nor in the mail message. There are several points which I would like to evaluate :
1. My bank confirmed the authenticity of both orders (it has a three level auth. protection of transactions). Amount for both orders was taken from my account. Does this mean that my bank cares less about security than Alibaba or Escrow system?
2. Any serious professional system, before cancel an order (especially if it is the second one), contacts first the person who pays, in order to check the situation and to ask for additional information. My second order was cancelled immediately (within 3 or 4 hours), no one contacted me, Ionly had a post factum notification with no explanation.
3. I reclaimed the cancellation of my order through the system apnel and even did not have a confirmation message or any trace of this kind that let me follow in the system the process of my reclamation. There is neither any info providing me with an explanation of the way I may reconfirm the order or have my money back.
For these points I find the "security reasons" managment hardly professional and frustrating. I saw in the forum that such a situation is not unique.
I ask Alibaba to help me to resolve my current situation with order 1002250861 and propose to work out better the general procedure.
With my best