Typical evasion of responsibility, point the finger at another vendor, and socialize all of the losses.
> I really understand your frustration towards this matter and I do apologize for the inconvenience this has caused you.
> Upon review, for order xxxxx the payment processing fee of USD xxxx.xx is not refundable. Because when you make a payment on Alibaba.com, the platform incurs certain processing fees from card networks and payment partners. According to the rules set by these networks, they retain these processing fees even if a refund is processed. Therefore, the payment processing fee of this order is not refundable. I apologize sincerely for the loss you've experienced. If you would like to know more about the rules for the refund of the payment processing fee, please refer to this link.
> If you have any further questions about this issue, please feel free to reply to this email and I will continue to follow up it until it is resolved. Thanks a lot for your great supports and continuous attention on Alibaba.com. We cherish you as our precious customer always and May you the best.
> Best regards,
> Fake Name
Contacted Alibaba - they say they need info from DHL before proceeding with a refund. Contacted DHL - they say they will only communicate about getting that info with the sender, Alibaba.
Bastards.