AliExpress Customer Service Issues

Hello and good day. I'm encountering an issue with a specific buyer regarding a hoodie I ordered. I discovered it's made of spandex instead of cotton, which was not specified when I made the purchase on the app due to being new. I attempted multiple times to cancel the order, but it kept resuming without success. Despite my messages, the buyer ignored me. I'm concerned about the safety of my pending orders and if they will arrive. Additionally, I have cancelled other orders and I'm unsure about receiving refunds. Though I heard negative feedback about your platform, I trusted it because I liked the items. However, I'm now having regrets. Could you kindly communicate with the buyer as I feel pressured to accept this item which I do not prefer?

I have placed a few orders, two of which have not arrived even though the due date has passed. I reached out to both sellers, one asked me to wait while the other offered a refund through PayPal. Since PayPal is not available in Pakistan, I informed them of this but did not receive any further response. With the dispute window closing, I had to open a dispute. The sellers are now asking me to wait again, but I have experienced similar situations where sellers ask me to wait until the dispute window closes, then cease communication, and the product never arrives. I am willing to wait, but I require assurance. I would like Aliexpress to extend the dispute period to give me ample time. I wish to settle this amicably, and that's why I would like to seek assistance from Aliexpress customer support to ensure the safe arrival of my purchase.

I purchased bag number [redacted][redacted], but unfortunately, the seller sent me a scratched bag with a different design than the one displayed on the website. I am supposed to return the item to China for a refund, which is more costly than the bag itself due to shipping fees. It's frustrating that the seller sent a defective product, making it difficult for me to return it. This situation has left me feeling cheated and disappointed by the lack of customer service from Aliexpress. The seller's actions are unfair as they have taken my money for a faulty item.

Dear Customer Service, I have been using AliExpress for a few months now and I appreciate the new user deal for $0.01. I have noticed that this deal is only available once per new account. I am interested in creating additional accounts to take advantage of the new user deal again. I have read through the terms and conditions, but I did not find any specific restrictions regarding creating multiple accounts and redeeming the new user deal more than once. Could you please clarify if it is possible for me to create multiple or unlimited accounts to access the new user deal on each of them? I have already created over 20 new accounts and would like to know if it is permissible to continue creating unlimited accounts and using the new user deal on all of them. I look forward to hearing from you soon.

I purchased a package from your company, but after waiting for 2 months without receiving it, I was promised a refund that I have not received yet. I have contacted the seller multiple times with no success. My order was shipped via AliExpress Shipping, and according to the message I received, the refund process should be handled by AliExpress instead of the seller. I have been asked to either accept a proposal or upload evidence regarding the product to support my case for the refund. I am awaiting further information regarding this matter from AliExpress. Thank you.

Subject: Issue with Account Access Dear Customer Support Team, I am writing to address an ongoing issue with my account access. For the past week, I have been unable to log in due to a verification code not being received in my email. Despite repeated attempts to resend the verification email, I have not received any communication from the system. I have diligently checked my inbox, junk, and spam folders, but no emails from aliexpress support have arrived. Whenever I try to access the support options on the website, the same issue persists. I log in, but the system prompts me to enter a verification code that I never receive. This has restricted me from placing new orders and tracking existing ones on the platform. I kindly request your prompt attention to this matter to restore my account access. Thank you for your assistance. Best, Umer B.

Hello, I am seeking assistance with an ongoing dispute on AliExpress concerning the purchase of Aqua shoes from Copozz official store. The order was split into two deliveries, with only one received so far. The first delivery contained three damaged pairs, which I reported to the seller and provided photo evidence. The seller acknowledged the issue and agreed to replace the damaged items in a second parcel. However, this second delivery has not arrived yet. Despite a default AliExpress email requesting payment release approaching, I would like the items rather than a refund. I am looking for help on how to proceed to ensure the seller sends replacement items. Additionally, another order for a Webcam is facing a similar issue with items not received before the default completion timeframe. I have been in contact with the seller, who advised waiting longer. I am unsure if AliExpress will still cover missing items after the dispute timeline. Any guidance would be appreciated.

I am experiencing an issue with the seller on AliExpress regarding an order for an Airtract, which was intended as a Christmas gift. The Order ID is [redacted][redacted]. I am greatly frustrated by AliExpress' lack of response and apparent favoritism towards the seller. Despite providing evidence of the seller's dishonesty and unfair behavior, AliExpress closed the dispute without proper consideration. They failed to provide clear information about the shipping process and dismissed my valid concerns. AliExpress threatened to close the dispute unless I provided proof from the carrier, but they did not clarify which carrier was responsible for the delivery. The tracking link on AliExpress still shows the package in transit. I feel cheated as I supplied feedback from the shipping company, yet AliExpress sided with the misleading seller, leaving me without the product or a refund. My attempts to contact AliExpress at [redacted], [redacted], and [redacted] have yielded no response. Additionally, the seller has been unresponsive. If this issue remains unresolved, it is unlikely that I will continue shopping on AliExpress due to concerns over the safety of my transactions.

Dear Sir or Madam, I am facing a significant issue with my order ID: [redacted][redacted] from UBARO store placed on August 24, [redacted], at 02:24. The items I purchased have not arrived yet. When I inquired yesterday, I was advised to request a refund. Regrettably, I am unable to open a dispute since the deadline has passed, as I was continuously informed that the items were en route. This information can be found in the chat history with the UBARO Store. I am seeking a refund of €26.72 for this order. I have been a loyal customer, but recent experiences have been troublesome. Moreover, a recent order with ID: [redacted][redacted] was marked as completed, yet I did not receive it. I sincerely hope a satisfactory resolution can be reached. If not, I may have to consider shopping elsewhere. Best regards, Wolfgang Oschkinat

I received the item from the seller, but unfortunately, it was returned due to unspecified reasons. The seller assured me a replacement but provided unclear instructions. He mentioned choosing Aliexpress Standard logistics, paying $0.01 for shipping, not paying first, selecting the order, and then arranging payment. However, the process seems confusing, as I cannot reorder without payment. Can anyone decipher these instructions and explain the steps clearly for me?

Order number: [redacted][redacted] Order time: 15:38 December 12, [redacted]. The display I received is not working. I have already sent emails to [redacted] from the supplier XZAM Store. Since January 6th, I have been contacting the seller, sending photos and videos of the issue. The seller (XZAM) keeps insisting that the display they sent was functioning, showing a video with a tablet screen lit up. However, I am certain the display in the video they sent is not the same as the one they sent me. Moreover, the display I received has no code to prove it was compatible with my tablet model. Until the 24th, they have not resolved my issue and have been ignoring my messages on ALIEXPRESS. I am unsure whom to send additional video evidence to regarding my replacement before the dispute is handed over to ALIEXPRESS from January 25 to February 1.

Dear Aliexpress Team, I purchased a chandelier from Aliexpress and had it shipped to the Czech Republic. The quality is poor, and I need to return it. However, the return address provided is in China, and the shipping costs are high. Time is ticking, and I'm unsure what steps to take. Please assist. Thank you.

I had trouble with my debit card, so I used PayPal on AliExpress instead. My bank told me the card was on temporary hold due to a suspicious transaction. I updated my payment info as requested on AliExpress and made a payment on the 19th with my debit card. The next day, PayPal attempted another payment, which I stopped. The merchant has not received the second payment and froze my purchase. Although my bank said they have the money, the merchant claims they only received the canceled debit payment. I am currently working with my bank to resolve the issue through a dispute resolution process, which may take up to 30 days. My order number is [redacted][redacted] from LGT Store.

I placed my order in December, and although I received two items, I have not received my third and fourth items. I reached out to AliExpress to report the issue, but unfortunately, they haven't been very helpful. I provided them with all the screenshots and information they requested, and I even spoke to the post office, who confirmed that the missing items were sent back. Despite this, AliExpress has not provided me with any updates. I am simply requesting a refund for the missing items, but they have closed my dispute without resolution.

Dear Sir or Madam, I ordered something from AliExpress, but due to cancellation, it did not reach the post office, and now it is being returned. The recipient of the payment is requesting a tracking number from me. However, since I have not even received the item, I do not have a tracking number to provide.

I purchased a pair of sneakers on January 5th, and they charged me on the 7th. Since then, I have been unable to locate my order. It doesn't show up in my Aliexpress account, only the last one I made in [redacted]. I only received an email on the 18th, two weeks later, saying "get ready to receive your package soon" with order number: [redacted][redacted]. When I click on "track order" in the email, it takes me to a page with a broken key symbol that I cannot access. I input the order number in my orders, and it doesn't exist. Then on the 24th, I received another email with a different order number stating the order is pending payment, and I need to pay it immediately or they will cancel it. It feels like they are making fun of me. Looking forward to your response. Thank you. Ramon P. [redacted]17

I want to discuss my order ID [redacted][redacted]. The item I received was severely damaged. Even after raising a dispute, it was closed without resolution. I then sent the package back to the seller's address at my own cost of $10. The tracking number [redacted]5IL shows that the package reached the seller's address. Despite this, the seller has been unresponsive to my messages. I would appreciate your assistance in facilitating the refund process. Thank you.

Hello, I am facing a significant issue as I have lost access to my account due to not having my ID and being logged out without knowledge of my email address. Consequently, I am unsure about my password. I urgently need to cancel two orders placed, but I lack the order numbers as I cannot log into my account. Despite reaching out to the dealers, I have not received a satisfactory response. The addresses I used for the orders were Raffenstettener Str. 3, [redacted] Schweitenkirchen, and Aschaffenburger Weg 9, [redacted] Dietzenbach. I have proof of transferring money to both dealers and need to rectify a mistake in one transaction. The dealers involved are WholesaleDropshippingTop Store and Town Tribe Store.

I am reaching out here to ask for help. I placed an order with this seller for almost [redacted] euros for some stems (attached demonstrative photos published by the seller) that I needed for my wedding. I opened a dispute for this order earlier because the protection period had expired (confirming the package had been received) and despite asking the seller about my order, I never received satisfactory responses. Aliexpress closed the dispute without giving me a chance to explain or respond by saying the package was in my country, therefore not the seller's responsibility. I decided to contact customs to see if they had my order, and they confirmed it was held by them not due to the package size or value, but because the seller had not correctly completed the label and my details were mostly missing apart from the last name. To ensure the mistake wasn't mine, I checked my orders in the app and found out my details were complete and correct. Due to the seller's negligence, I had to pay 25 euros to customs. I wouldn't have prolonged my complaint if not for a bad review and deciding not to buy from that seller again ONLY if my order had been correct. Today the package arrived: damaged, late, and not matching the seller's description or photos. The items sent by the seller not only do not match the images and description, but are made of a material that does not justify the money he asked by deceiving me. They are plastic and rubber tubes very similar to kitchen pipes, arrived BENT and wrapped in poor quality paper that is in terrible condition and not even fixed to the tube so it unravels. The leaves are not rigid as shown in photos but made of the same paper the tube is wrapped in. Very poor quality, I am very angry because it is a scam! He claims to sell something else. I also attach photos of what was supposed to arrive but did not so you can see the difference. I am attaching photos and videos because I want to be transparent, especially in a time when it is so hard to spend large amounts of money, I expect to receive what I order. I want my money back, even if partially, since the bases I received match. 50 euros is what I should receive out of 77 euros. I trust in your expertise, thank you for your attention. I will provide everything via email if you contact me.

I have not received my order, but AliExpress claims it was delivered. Despite opening a dispute, my claim was rejected due to inappropriate options in the menu. The requirement to provide evidence that I did not receive the parcel is unreasonable since the tracking only shows delivery. If the item was given to a neighbor without my knowledge, only the sender can request an investigation. I contacted DHL, who advised that only the sender can initiate an investigation. However, the tracking information revealed that the shipment was sent to an "authorized representative" and then back to the sender. This shows I did not refuse the delivery as indicated in the tracking. I have evidence from DHL's tracking history and a screenshot proving the issue. I am unable to update the dispute with this critical information due to restrictions on editing or adding evidence. The system error incorrectly marked the item as "received," causing this dilemma.