AliExpress Customer Service Issues

I need help with order [redacted][redacted], which was canceled by AliExpress claiming no payment from the buyer. However, I have evidence of payment in my credit card transactions. There is nothing in "My Appeal" to provide proof documents. The reason for non-payment is simply stated as "no payment from the buyer" without any error code specified. How can I proceed to get a refund for this?

I have been a loyal customer of your online shopping platform until recently. I switched from eBay to Aliexpress. Initially, I was skeptical due to unfamiliarity but grew satisfied over time. Lately, however, I have faced issues with defective or poor-quality products. Despite providing evidence through photos and videos in disputes, most were resolved in favor of the buyer. The requirement to return the items for a refund poses a challenge as the shipping costs far exceed the product value. In Romania, and likely worldwide, local shipping costs are around 4-5 US dollars, making returning items to China at a higher expense unfeasible. The customer service experience on Aliexpress, primarily dealing with automated responses, has been frustrating. These challenges in resolution processes and customer service may result in losing more clients over time.

I waited a week to purchase [redacted] perfume bottles on November 11th. I have proof of the original order showing the quantity. However, the seller informed me on November 14th that only [redacted] bottles would be sent for the same price, after changing the product description. The order status remains unclear with no tracking number provided. It seems likely that the order hasn't been shipped after 11 days. This seems like a deceptive practice. I am adamant about receiving the full order of [redacted] bottles as initially advertised. The situation needs resolution promptly.

Order ID: [redacted][redacted] I am concerned as the tracking information for my package shows it has not been updated in over a month, indicating it is supposedly in the United Kingdom. However, after contacting Royal Mail, they have no record of it being in the country. Umidigi has not been able to assist in resolving this and suggests raising a dispute. Unfortunately, I am unable to do so because your system still shows the package as being in the country. The delivery window has also been extended for reasons unknown. I need to know the current status of my package. If you are unable to provide this information, I will have to assume the package is lost and request an immediate refund. If I do not receive a response within two days, I will have no choice but to initiate a chargeback through my credit card company. Thank you.

I am extremely disappointed with AliExpress and their unhelpful customer service. I have an issue with three items delivered by a Swedish courier claiming to have put a large winter jacket in my mailbox, which is impossible. When I contacted the courier, they mentioned a mix-up and advised me to wait or contact the sender. Despite not hearing back, I reached out to AliExpress and opened a dispute. They asked me to respond online before a deadline, but I can't log in. It's frustrating to be directed to the internet where I'm already struggling to communicate. I have also contacted the sellers, but the responses are unhelpful. I feel the process is shady, and I just want my refund. Your assistance is greatly appreciated. Thank you. Lia.

I have placed three separate orders for this diffuser and created a case regarding Order No: [redacted][redacted]. Aliexpress sent me the following message: Proposal: Return goods & receive refund of US $18.75. I am disappointed because the seller misrepresented the product in the description. I am puzzled by the verdict on my case considering Aliexpress promotes buyer protection. It is frustrating because the website guarantees money back if the product does not match the description or is not delivered on time. The policy promises a refund within 15 days of dispute resolution, which should supplement local consumer rights.

Hello everyone, I'm Christa. I returned a parcel on 11/11/[redacted], and it was delivered to the receiver on 15/11/[redacted]. However, I have not received my refund yet. I contacted the seller, who mentioned that AliExpress is responsible for refunds. AliExpress customer service stated that the seller needs to provide proof of the refund. Despite sharing evidence of the successful return, tracking information, and delivery details with AliExpress and the seller, I have not received my refund. The tracking number is [redacted][redacted][redacted], and Mondial Relay handles the logistics for the delivery. Thank you.

UPDATE: I am still facing unresolved issues with a product I purchased on AliExpress for over £[redacted]. Despite multiple attempts to contact the seller, I have not received a new working product or a refund. In my latest email to AliExpress, I reiterated my request for a prompt resolution either through a replacement product or a refund. This situation has been frustrating and time-consuming. I urge AliExpress to address this matter swiftly to protect its reputation. - Kenneth Spencer On September 17, [redacted], I placed an order (Order Number: [redacted][redacted]) for a TopTon MiniPC from the Topton Official Seller store on AliExpress. The product, a Top 10th Gen Mini PC Intel Core i9 10880H, arrived on September 30, [redacted] but malfunctioned three days later. After returning the item on October 11, [redacted], it has been stuck in customs. I am seeking a replacement or a refund as agreed. As a loyal AliExpress customer, I hope for a swift resolution to this issue. - Kenneth Spencer

I made a purchase on [redacted]-10-24 from AliExpress with order ID: [redacted][redacted]. Although I received the items, they did not meet my expectations. Following AliExpress's return process, I shipped the goods to the address provided: BE-AE [redacted] **** [redacted], Adam-Opel-Str. 10, [redacted] Frankfurt (Germany) and submitted the tracking details as instructed. Regrettably, the parcel was returned to me by UPS due to an issue locating the recipient. Subsequently, I informed the seller of the unsuccessful delivery and requested a correct address, but no solution has been provided thus far. I am seeking advice on how to proceed as I am anxious about not being able to return the items and obtain a refund. Your assistance is greatly appreciated. Best regards, O.A.

I tried to buy a kitchen rug on November 26, [redacted]. A payment of R348.00 was deducted from my card for an order on AliExpress. I did not receive any confirmation email or see the purchase in my online profile despite the payment being made. I have a screenshot of the transaction but I need a refund since I did not successfully place the order.

I previously ordered a ZONESUN [redacted] machine from the store. However, I encountered an issue with the payment process through a bank transfer as the account provided did not belong to your company. I had to cancel the transaction, and unfortunately, a large amount was deducted due to a cyber theft incident related to a similar site called aLYPAY. Therefore, I have decided not to engage with this international online payment system. If you wish to gain customers from the Middle East, especially from Egypt, who have an interest in Chinese products, I suggest shipping the device through a reputable intermediary or via a representative from the Chinese Embassy's commercial attaché in Cairo, Egypt. I will cover the costs amounting to 97.44 + 86.44 USD or the equivalent in Egyptian pounds upon receipt. I trust in your understanding of the situation. Here is my address: 3 Wael Aql Street, from Hussein Al Tabakh Street, from Arab Al Tawaila Street - Azbet Al Nakhl Al Gharbiya, Cairo - Egypt.

My orders on AliExpress are repeatedly closed for security reasons. The message states that my order was closed due to a violation of their rules regarding multiple accounts. They advise against using more than one account to apply discounts. Although I have multiple accounts, I believe this was allowed before. I used coupons on one account, not across accounts, and yet my orders during the 11.11 and Black Friday events were still canceled. I'm unsure why this is happening and would appreciate advice on what steps to take next.

Dear AliExpress, I need assistance with order number [redacted][redacted]. The seller is refusing to deliver the [redacted] available items I purchased, claiming the product is unavailable despite showing as in stock. They are not providing a valid reason for this sudden change. I purchased the items at a specific price, and now I suspect the seller is backing out due to pricing issues. I am based in Poland and have seen similar issues on other platforms like Allegro being resolved with platform intervention. As a reliable and powerful platform, I hope you can help me resolve this matter. I feel deceived by the seller and as an individual buyer, I rely on your support to resolve this dispute. I will not cancel my order as it was confirmed, paid for, and now I await delivery. Please review my account communication with the seller for further details. Your prompt attention to this matter would be greatly appreciated. Thank you, Sebastian K.

Dear AliExpress, I need assistance with order number [redacted][redacted]. The shop I purchased from is not cooperating and claims the [redacted] items I ordered are not available. I suspect they are unwilling to fulfill the order due to the price I paid. I am from Poland and have used platforms like Allegro to resolve similar issues successfully. I know AliExpress is a large platform, but I hope you can help resolve this problem. I refuse to cancel the order as the goods were available, I have paid, and I am awaiting shipment. Please review my communication with the store on my account and consider my complaint positively. I trust you will assist me in this matter. Kind regards, Sebastian K.

Order ID: [redacted][redacted] Order Time: 7:30 PM, November 04, [redacted] Store Name: Guohaomeiyitian Life Store Order Amount: C$33.32 I am having issues with the seller not assisting me. I want to return an item, but I refuse to cover the return shipping costs. Initially, I paid for shipping with my order and for the item itself. The product I received is drastically different from what was advertised - it is incomplete, made of poor materials, has low quality craftsmanship, and is a different style. It does not resemble the pictures at all and is smaller than expected. I question why I should be responsible for return shipping when the product is not as described. My attempts to contact the seller have been futile - I tried online disputes to no avail, sent emails, and left multiple voicemails without any response. I am seeking guidance on how to receive a refund. Is this the level of customer service provided by AliExpress now?

Order No. [redacted][redacted] I made a purchase of a smartphone on August 24th, [redacted], but it has not arrived yet. Due to the delay, I opened a dispute today since the delivery date has passed. The Ulefone official store has requested a document confirming that I did not decline to receive the parcel or refuse to pay customs fees. I contacted the Hauptzollamt in Frankfurt, the nearest customs office, and they mentioned that there is no such document to prove refusal of acceptance or payment of customs fees. Additionally, they indicated that they have no knowledge of such a requirement. I would appreciate guidance on how to handle this matter. Thank you, Regards, M.S.

I placed an order on AliExpress and have received most of the items, but I'm missing the last pair of shoes and gloves. The order number is QP[redacted]13GB. The tracking shows them as delivered, but I never got them. I reached out to the seller, who provided a proof of delivery with a signature. Strangely, my AliExpress account is now showing no orders or history due to a possible corruption. I've been trying to contact AliExpress at 01 [redacted] 48 45 54, but the calls seem to be hijacked - it either rings endlessly or does nothing at all. If AliExpress cannot deliver the products, I would like a refund. I hope AliExpress will investigate this matter thoroughly and I can either get my items or a refund. Thank you, Joel.

I made a recent purchase on aliexpress.com as a guest user. Using PayPal, I selected the hidden email registration option. While I received a PayPal confirmation, I did not get any notification from aliexpress. I'm unable to track my order as my guest account does not provide login details. Although I have the order number, I cannot access the status without logging in. When I tried creating a new account with my email, the order didn't appear. Using the order number on their website, it's validated but prompts me to log in. The login ID provided is "us[redacted]bwbae," but no password was given. The order ID is [redacted][redacted], and the user name indicated during purchase was "ae834917."

A few weeks ago, I made a purchase of cards on Aliexpress but mistakenly forgot to update my address. I immediately contacted the seller to rectify the error, but they proceeded to ship the package to the old address despite my attempts to communicate. Unfortunately, my subsequent messages were ignored, and even after the package arrived, my efforts to seek assistance have been fruitless. The dispute resolution process on the website seems to be malfunctioning, redirecting to irrelevant pages and providing no solution for my issue. Contacting their online assistant also proved unhelpful as I received no responses. It appears that the seller has vanished with my payment, leaving me with only a tracking number for the undelivered item.

Dear Sir/Madam, I am writing to file a complaint regarding a supplier who has not been able to deliver the Electric Item I ordered due to unreliable courier services. I placed the order on September 9, [redacted], and despite more than a month passing, the item has not reached its destination in Sri Lanka. The supplier has been unresponsive to my inquiries despite multiple reminders. According to federal law, it is the supplier's responsibility to ensure timely delivery, and I urge you to intervene and resolve this matter promptly. The details of my order are as follows: Seller: shop[redacted]65 Store Item: [redacted]% Original Brand New Genuine Fast Charging 99800mAh Power Bank with Large Capacity Mobile Power and Universal 5V3A Fast Charging. Thank you in advance.