Global retail marketplace

Launched in 2010, is a global marketplace targeting consumers from around the world and enabling them to buy directly from manufacturers and distributors in China and around the world. In addition to the global English-language version, the Ali shop platform is also available in 17 other languages, including Russian, Portuguese, Spanish and French. Top consumer markets where Ali shop is popular are Russia, the United States, Brazil, Spain and France. Ali shop is a business of Alibaba Group.


This Guide is intended for law enforcement agencies outside of the People’s Republic of China (“PRC”) seeking user information regarding users of the e-commerce platforms (“Users”) operated by subsidiaries of the Alibaba Group Holding Limited (“Alibaba Group”) (“User Information”). Alibaba Group’s principal business operations and operating subsidiaries are based in the PRC, though our websites and certain products and services may be available in other jurisdictions around the world.

This Guide is subject to change without notice. This Guide is applicable to requests from law enforcement agencies only. Nothing in this Guide shall be used to create any legal obligations or any enforceable rights against Alibaba Group or change Alibaba Group’s legal defenses. Alibaba Group reserves all rights to the interpretation and application of this Guide.

1. General

Alibaba Group understands there will be times when our assistance will be required to assist law enforcement 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 without a valid, legally binding request (such as a subpoena, search warrant, court order, or other legal process) (“Request”) served on the appropriate contact through proper channels. Alibaba Group reserves its right to reject, in whole or in part, User Information Requests that conflict with PRC and other applicable laws and regulations or that are otherwise inappropriate.

2. Applicable Platforms and Contact Information

This Guide applies to several e-commerce platforms (“Platforms”). A Request for User Information must be served on the appropriate contact for the Platform with which the requested User Information is associated. Please note the appropriate contact is not deemed to be the operator of Platforms and are merely appropriate contacting entity for the purpose of the Request. For your convenience, please refer to the table below for each Platform’s contact information.

Alibaba Group Corporate Campus

969 West Wen Yi Road
Yu Hang District
Hangzhou 311121
Zhejiang Province
Tel: (+86) 571-8502-2088
Fax: (+86) 571-8526-9066


Alibaba Group is committed to the highest standards of business conduct in our relationships with each of our stakeholders, including our customers, business partners and shareholders. This commitment requires that we conduct our business in accordance with all applicable laws and regulations and in accordance with the Alibaba Group Code of Business Conduct.

We mandate that our employees conduct all business with outside parties in a manner that reflects our value of integrity. We will not tolerate any form of unethical or unlawful conduct. Our stakeholders’ concerns are important to us and anyone is welcome to contact our Integrity Compliance Office with questions or for guidance regarding a business practice or compliance issue or to report any questionable or allegedly unethical or illegal behavior.

Anyone submitting a complaint or question is encouraged to provide his or her name, contact information and appropriate details of the questionable or allegedly unethical or illegal behavior so that we may contact him or her directly, if necessary. We will handle all inquiries discreetly and make every effort to maintain, within the limits allowable by the applicable laws and regulations, the confidentiality of any inquiry or report. We will conduct all investigations in accordance with applicable laws and regulations.

Alibaba Group will not tolerate any retribution or retaliation taken against any person who has, in good faith, provided information or otherwise assisted in an investigation or proceeding regarding any questionable or allegedly unethical or illegal behavior.

The above mentioned contact method is only applicable to enquiries and complaints concerning ethical issues related to Alibaba Group employees. If you would like to raise any concern or complaint regarding our general business operations and services, please use the appropriate communication channel of the relevant business unit for a prompter reply. For the key contact information of our major businesses and affiliated entities, please refer to the Customer Service Contacts page.