AliExpress Customer Service Issues

Subject: Order Dispute - [redacted] Dear Customer Service, I am writing in regard to the order dispute with order ID: [redacted][redacted]. I have clearly explained the issue I am facing with the malfunctioning mainboard purchased. Despite professional installation of a Sony Vaio compatible laptop fan, the mainboard overheats within a minute of use. I have already provided a video demonstrating the issue. The specialist believes the mainboard may have a defect due to an error during installation. As a result, I had to purchase another mainboard from AliExpress. I kindly request a refund for the faulty mainboard made with my VISA card. Thank you for your attention to this matter. Sincerely, Hansjoerg Kirsten

Hello, My email is [redacted] I placed an order this morning. When I added my new card, there seems to have been an issue because I am being asked to pay for the order. I am unable to proceed as my old card details are showing up. I would like to pay with my new card as I always add a new card for each order. What should I do? Thank you in advance. Best regards.

I have been waiting for nearly three months for my order of 'i9s Wireless Bluetooth Earphone Sport Bluetooth Headset for Android iOS Phone Air i10 i12 i7s TWS Headphones with Mic Pods,' and I still haven't received it despite my reminder ending. I contacted your company for a refund as my time had ended, but my request was deemed 'invalid.' I reached out to my neighbors and carrier companies, but no one had any information about my order. I am requesting a refund since I have not received my order after waiting since the end of September. I also spent money on a parcel that never arrived. I am both upset and confused as to why my refund request was denied and why I am not getting my money back as promised. As a new customer of AliExpress, this was my first order, and I am disappointed. I wasted $7.78 on these earphones that I never received.

Dear Customer Service Team, I would like to address the issue I am facing with the used mainboard I purchased, which is overheating despite the installation of a new fan. The specialist who assessed the situation mentioned that there might be a defect in the mainboard due to improper equipping without removing the accumulator. I have already ordered a replacement mainboard and am hoping for a refund of €73.15 for the faulty mainboard. Please consider my request and address this matter promptly. Sincerely, Hansjörg Kirsten Leopoldstrasse [redacted]2 München Email: [redacted]

A fraudulent transaction was made using my Mastercard without authorization. I need assistance canceling the order on AliExpress.com. I recently noticed an unauthorized transaction on my bank account around 5:15pm Nigeria local time on 29/11/[redacted]. An amount of USD548.66 was deducted for a purchase on AliExpress.com, which I did not make. The fraudulent transaction details are as follows: - Location: London, GB - Document number: [redacted] Please investigate this urgent matter and cancel the pending transaction order while facilitating the refund back to my account. Thank you for your prompt attention to this issue.

It's frustrating to encounter sellers who offer counterfeit and low-quality products, especially when it's not the first time it's happened. Each time, it's a challenge to get the issue resolved. I opened a dispute for a wig that cost me 91€. The received product did not match the description. After negotiating with the seller and agreeing to return the item for a refund, I sent it back. Sadly, the seller kept stalling for months, claiming they hadn't received the item. Ultimately, I had to escalate the problem by providing evidence of my credibility, including photos, tracking number, and proof of shipment. Unfortunately, I have not been refunded for my order. AliExpress closed my case recently, even though I submitted all the required evidence. Please reimburse me for my money.

I made a purchase and paid for it. I got a confirmation email confirming the successful payment and acceptance of my order. It mentioned that the payment is being verified and provided order number [redacted][redacted]. However, when I check my Ali account, I cannot see the order, and there is a different order with a pending payment in my basket. I am confused as the payment has already been deducted from my bank account.

On November 18, [redacted], I sent back an item to a UK address at [redacted] Commercial Rd, London. Unfortunately, the post office couldn't use the original returns label, so they gave me a different tracking code that should still go to the same destination. The tracking number is XC[redacted]35GB. However, the online dispute system indicates that it is still waiting to receive the item and does not allow me to update the new tracking number. Additionally, it mentions that I have 8 hours left to return the item, or the dispute will close, and I won't receive a refund.

Hello, I ordered 9 mobile covers in October, starting around the 5th. I have only received 2 so far, with the other 7 missing. I am unable to log in to track them using the email addresses provided. Each cover was ordered using different Gmail accounts but shares a common contact number, [redacted]. The missing covers are 2 for Vivo V15 Pro, 2 for iPhone 6, 1 for Samsung J7 Prime, 1 for Vivo V9, and 1 for Vivo (model name unknown). I kindly request a refund or expedited delivery as these were intended as gifts. It has been over a month since the order was placed.

I made an order (#[redacted][redacted]) on September 14th. When I reached out to the seller in October, they assured me it would arrive by the November expiration date. I patiently waited but by then the deadline had passed, and I hadn't received my order. Consequently, I opened a dispute for a refund. The dispute was resolved and I was informed my bank account would be reimbursed. However, I have yet to see the funds in my account, and it's already December. Surprisingly, the order status now shows as delivered, despite me not receiving anything. I would appreciate any assistance you can provide.

I ordered these shoes in size 42 and in gray color, but I received the brown ones instead. In the first picture, I compared the shoes. They have a completely different color than what I wanted, and the front tips are dark brown, which looks completely different from the seller's picture. Additionally, the size is wrong (see second picture). I can't use the shoes because 1. the color is wrong, 2. wrong pattern, and 3. wrong size. I cannot return the shoes either because the shipping costs are much higher than the cost of the shoes and it's not worth it. I would like to have my money refunded.

Hello, I recently encountered an issue with an order I placed on 11/16/[redacted] while using Google Translate for translation purposes. On that day, I purchased the TWS5 TWS earphones for $63.99 from the Edifier online store. The payment was processed via credit card and it seems that the transaction was debited from my card and credited on www.aliexpress.com (London) at 2:40 PM (Italy time). However, the orders are not visible on "my wings Express" under "my orders." I am looking forward to hearing from you regarding this matter.

Hello, I am inquiring about the suitability of the Foreverlily LED facial and neck mask for a 16-year-old who will turn 17 in March next year. She is looking to use the mask to address dark marks from PCOS. However, when I tried to contact the seller on the store page, the link was not working. I am eager to obtain this information promptly. I suggest making AliExpress more efficient like Alibaba, where direct seller contact is available. AliExpress could be improved for better user interaction. Your urgent help is greatly appreciated.

Hello, I am inquiring about the suitability of the Foreverlily Face LED Light Mask for a 16-year-old with dark marks from PCOS. I tried to contact the seller through the supplier store site without success. Could you kindly provide me with the email address of the Foreverlily store so I can obtain this information? Alternatively, would you be able to reach out to them on my behalf? I am in urgent need of clarification on this matter. I hope that AliExpress could enhance the ease of contacting suppliers, similar to the user-friendly experience provided by Alibaba.

Hello, I am interested in testing and reviewing your products. I am particularly knowledgeable about 3D printers and would be delighted to start creating reviews. I am willing to showcase the reviews on Youtube and in writing on your platform. I am looking forward to your positive response. Best regards, Dominik Molke Address: Dominik Molke Senderblick 5 [redacted] Morbach Germany

Subject: Issue with Order ID [redacted][redacted] - Need assistance with refund Hello Aliexpress Customer Service, I am Daniel, and I recently made a purchase from the seller 'Air Toy' on Aliexpress. My Order ID is [redacted][redacted]. Initially, the seller marked the order as 'shipped', but later informed me that due to technical problems with one of the products, they couldn't ship the entire parcel. They requested I open a dispute stating that I received the order and wanted to return it for 'personal reasons', to avoid a negative impact on their Aliexpress reputation. I followed their instructions, believing they would refund the total amount of 56.21€ to my bank account. However, despite explaining the situation to multiple Customer Service representatives, the dispute was closed, and I was informed that I would not receive a refund as I didn't return any items. I never received any items to return in the first place. The seller acknowledges they didn't send me anything and agrees I should be refunded. Unfortunately, the automated responses in the live chat have not been helpful in resolving my issue, and I feel unheard. I urgently require the assistance of the Aliexpress Customer Service management team to facilitate my refund and rectify this matter. Please contact me via email at [redacted] if needed. Thank you for your prompt attention. Best regards, Daniel

Hello, I have not received my order and the seller informed me that my package was returned due to customs inspection failure. They are offering to refund the money via Paypal with a small commission charge. They requested me to cancel the dispute. However, AliExpress denied my refund request. Thanks.

Hello everyone, I wanted to share that on November 23rd, I placed an order for a pullover, but I ended up cancelling it barely a minute after ordering. Despite cancelling, I noticed that I was still charged for the purchase. I reached out to the seller, who provided images from their system indicating that the refund was processed back to my account, which I have not received. They suggested I contact customer service for further assistance. I kindly request your help in resolving this matter and recovering my funds. Thank you for your assistance and support.

I have ordered a jacket with this order ID, and there was a free return option. Unfortunately, the jacket arrived, but the seller did not provide any return information. I tried to resolve the issue by opening a discussion, but they claimed it was too late, even though I only had the jacket for three days after delivery. I am disappointed because the jacket does not match what was depicted in the pictures; it is yellow instead of white. I specifically chose it because of the free return policy. I do not want to keep the jacket and would like to return it. Order ID: [redacted][redacted]

Hello, my name is Orji Ikechukwu from Nigeria. I made an order on [redacted]-09-28 at 22:52. When I try to track my order, it shows "shipment cancelled," but the order still seems to be moving. I received a notification stating that my order should arrive by 02/12/[redacted], or I should contact customer care. However, I am seeing "successful delivery" on my account, yet I have not received the item. What should I do next? Thank you.