Trying to resolve it with the seller was the first thing you should have done and only if you can't resolve it with the seller then you go to Ali, they don't like to be bothered every time you have a problem, they are probably getting thousands of direct complaints every day think how hard it's to deal with that, they can see your messages with the seller so they know if you tried and what you tried.
So always be respectful and reasonable and from my experience you will get what you want 99% of the time.
