ALIEXPRESS.COM AND ALIBABA.COM

PRODUCT SAFETY AND COMPLIANCE RELATED COMPLAINTS, ENQUIRIES, AND INFORMATION REQUEST GUIDE

This Alibaba.com and AliExpress.com Product Safety and Compliance Complaints, Enquiries, and Information Request Guide (this “Guide”) is intended for regulatory agencies outside of the People’s Republic of China (“PRC”, which excludes Hong Kong SAR, Macau SAR, and Taiwan) seeking to file complaints, enquiries, or requests for information regarding product safety and compliance issues (“Request”) on Alibaba.com (https://www.alibaba.com) or AliExpress.com (https://www.aliexpress.com) (together, the “Platforms”).

However, if you are a regulatory agency within the European Union and would like to file a complaint, enquiry, or request for information regarding product safety and compliance issues on AliExpress.com, this Guide does not apply to you. Please file such complaint, enquiry, or request for information to the following e-mail address: eu.productsafety@aliexpress.com.

• General
  Alibaba Group understands there will be times when our assistance will be required to assist regulatory agencies in the performance of their duties.  Alibaba Group is committed to a high standard of business conduct in our relationships with our users, customers, suppliers, and business partners.  We strive to be a good citizen and conduct ourselves in accordance with all applicable laws and regulations while respecting the privacy of our users, customers, suppliers, and business partners.
  In observing the above values and principles, except as provided below, Alibaba Group will not disclose or release user information on the Platforms without a valid, legally binding request (such as a subpoena, search warrant, court order, or other legal process) served on the appropriate contact through proper channels. Alibaba Group reserves its right to reject, in whole or in part, any such information requests that conflict with any applicable laws and regulations or that are otherwise inappropriate.
• Applicable Platforms and Related Entities

  This Guide applies to Alibaba.com and AliExpress.com only. A Request must be served on the appropriate contact for the Platforms. For your convenience, please send your Request to:

  Alibaba.com:

  Alibaba.com Singapore E-Commerce Private Limited

  Attention: Alibaba.com Product Compliance Committee

  E-mail: product_compliance@service.alibaba.com
  AliExpress.com:

  Alibaba.com Singapore E-Commerce Private Limited

  Attention: AliExpress.com Product Compliance Committee

  E-mail: product_compliance@service.alibaba.com
  Please note that the e-mail address product_compliance@service.alibaba.com does not receive service of court documents.
• Required Information

  We require applicable regulators to provide us with the following before we can process any Request:

  • Your full contact details, including but not limited to name, email address, telephone number, and physical address;
  • Credentials for verifying your identity;
  • Detailed identification information of the targeted product(s), including all known product listings, product ID, merchant ID, e-mail address of merchants, and the relevant transactions (if any);
  • Detailed description of the user information requested, including time frame;
  • Statement of the background and nature of the Request; and
  • Recitation of the applicable legal grounds for the Request.
• Information That May Be Disclosed

  While we endeavor to assist you to the best of our ability, our ability to disclose information may vary based on the type of information requested and the Platform involved as our ability is governed by PRC laws and regulations and/or the laws and regulations of other applicable jurisdictions.