Go to My Alibaba - Purchased Goods - Complain. The specific steps are as follows: [Transaction Rules] If the seller joins the 24/48/72-hour delivery service or the two parties have agreed on a delivery time, and the seller fails to ship the goods beyond the time limit, if the judgment is established, Alibaba will impose penalties on the seller.

Generally, this may be because the seller has encountered some trouble and cannot ship the goods. Don't worry. It is recommended to negotiate with the other party first. If negotiation is not possible and the order is placed online through Alipay, log in to My Alibaba, select the corresponding order, and click to apply for a refund.