0.012 %
The consumer complaint rate on the Taobao and Tmall platforms was 0.012%.
Over 320,000
The Taobao app served over 320,000 visually impaired users.
over 1 million
Taobao and Tmall had over one million five-star stores.
Over 130 million
Amap's accessible navigation features facilitated over 130 million trips for wheelchair users and the visually impaired.
Over 43 million
The GreenNet Program redirected over 43 million inappropriate searches to educational and awareness pages.
We have established "user-first" as Alibaba's core strategy. Under this strategy, we leverage digital innovation and market mechanisms to build an ecosystem that fosters positive interaction among all stakeholders, including merchants and consumers. We also prioritize accessibility, age-friendly features, and minor protection. As we build a brighter future for digital consumption, we are committed to ensuring that every consumer can benefit from technologies.
We optimize the quality of products and services to create a trustworthy shopping environment and a good consumer experience.
Product quality
Our e-commerce platforms have established clear guidelines for merchant management. Only merchants and products that have passed our vetting processes are allowed on the platforms. We communicate the latest product compliance requirements through compliance training and policy interpretations.
Our human-in-the-loop monitoring system leverages multi-dimensional data for dynamic risk identification and uses AI-generated labels to mark high-risk products. We perform strict spot checks and empower merchants with digital tools that translate quality issues into visual tags to drive improvements.
Quality issues identified via monitoring or spot checks trigger actions like product delisting or removal and merchant penalties based on violation severity. During product recalls, sales of defective items are immediately blocked to facilitate the process.
Taobao and Tmall drive product quality standardization by forming the Product Quality Governance Alliance with 16 testing agencies. AliExpress, an EU Product Safety Pledge signatory, collaborates with global regulators to align compliance capabilities with international trends.
Service quality
Responsible marketing
We have established clear rules to ensure compliance and transparency in marketing activities, covering qualification vetting, real-time monitoring, and complaint handling.
Transparent reviews
We provide consumers with intuitive review tools and analyze their feedback to build an evaluation system for merchants and products so that consumers can make informed purchase decisions.
Worry-free shopping
Our rigorous after-sales service standards ensure prompt responses to complaints, full process transparency, and smart quality control.
Accessible services
For over a decade, we have remained committed to addressing the digital needs of vulnerable groups, such as the visually impaired. 10 apps and product features under the banner of Alibaba, such as Taobao, Cainiao, and Youku, have obtained the national Level 1 accessibility certification in China.
Accessible consumption
We continuously refine readability and interaction on the Taobao app, maintaining a regular communication channel to ensure that the needs of visually impaired users are heard and met.
Accessible mobility
Amap has introduced accessible navigation features to prioritize barrier-free routes for wheelchair users and provide the visually impaired with support for screen readers as well as guidance along tactile paths.
Accessible entertainment
Youku offers premium accessible media content for the visually or hearing-impaired and has hosted multiple in-person entertainment activities catering to their specific needs.
Accessible healthcare
In FY2026, Alibaba Health upgraded the Lemon Baby Care Initiative to the Rare Disease Care Initiative. On its rare disease platform, patients can apply for Care Cards and register their needs to secure steady, discounted access to drugs, specialized medical foods, and medical devices.
Age-friendly services
Senior mode
The Taobao app has launched a senior mode that simplifies the interface, enlarges fonts, and enhances voice assistance. These optimizations streamline browsing and searching for older users.
Elderly Meal Assistance Program
Leveraging civil affairs networks, Taobao Instant Commerce's Elderly Meal Assistance e-Program links seniors with community cafeterias, enabling seamless access to meal allowances. A dedicated delivery fleet fulfills orders for the program.
Silver Theater
Launched in 2024, Youku's Silver Theater overcomes difficulties in rare Chinese character recognition and audio-visual sync to offer seniors enlarged subtitles, age-friendly audio effects, simplified interfaces, and content recommendations.
Hearing care for seniors
Alibaba Health has launched the Hearing Assistance Initiative to provide hearing-impaired seniors with health education, hearing screening, and free consultations. The initiative also offers diagnostic subsidies for those facing financial difficulties.
Minor protection
Minor mode
In this mode, Taobao curates age-appropriate content for minors, filtering out products unsuitable for them to browse or purchase. Additionally, it disables services such as livestream tipping and account top-ups, providing guardians with tools for managing screen time and permissions.
Marketing to minors
A closed loop for protection: We enforce strict screening protocols to filter out harmful information, leverage intelligent algorithms alongside manual reviews for 24/7 monitoring, and maintain fast-track reporting channels to remove non-compliant content swiftly.
Privacy protection for minors
The personal information of minors under 14 is treated as sensitive data. We follow strict requirements when collecting, storing, and processing such information. If we need to collect a minor's personal information, we explicitly inform their guardians of the purpose and obtain their consent. Additionally, we prohibit using automated decision-making to target minors for marketing.
GreenNet Program
In minor mode, the GreenNet Program expands its scope of restricted search keywords to cover tobacco, gambling, suicide, and depression. Inappropriate searches suspected of originating from minors are redirected to educational pages that encourage them to do public good.
GreenNet Program
The Internet is beset with inappropriate searches involving pornography, gambling, drug abuse, and wildlife trafficking as well as products related to suicide or depression and trade in addictive games. It is our duty to ensure that transactions on our e-commerce platforms are not abused and that inappropriate searches are diverted to positive content. In 2020, Taobao launched the GreenNet Program to systematically address inappropriate searches on the platform. By combining technological capabilities with public awareness efforts, the program advocates for informed, responsible, and sustainable consumption. It focuses on five key areas: human health, wildlife conservation, minor protection, public safety, and individual privacy.
