AliExpress Customer Service Issues

Hello, I made a purchase on December 2nd, but I have not yet received my order and cannot locate any emails from your side. I am unable to log in online it stating that my email address is not recognized. I have a proof screenshot from my bank confirming the payment deduction on my end, which I can share if you provide an email address. Order details: - Product: Nail Extractor Fan - Name: D. Gray - Address: 35 Toll House Grove, Tranent, East Lothian, Scotland, EH33 2QR - Email: [redacted] or [redacted] I would greatly appreciate your prompt assistance in resolving this matter as I urgently need the item. Your attention to this issue is valued. Thank you, Donna

I am having difficulty providing the necessary proof for a product return dispute. I received a shipping address to return the item after opening a dispute but can no longer access the information due to the limited dispute time frame. I believe a screenshot showing the shipping label was blocked by Aliexpress as it contained sensitive content. Even though I shipped the product with evidence and informed the seller, they claim to have not received it. Despite following the return procedure correctly, the seller still has not refunded me for the product. Their only offer was small coupons for future orders, which is not satisfactory given the circumstances. I am hesitant to continue ordering from them.

Hello, I recently purchased a product from one of your sellers. Initially, the shipping was delayed, and the product arrived damaged and used. The product's packaging was already open, which was disappointing. I opened a dispute and was granted a refund, but the seller wants me to send the product back to China at my own expense, even though it was shipped from Israel. This seems unreasonable, especially considering the cost of shipping is equivalent to the product itself. As a frequent customer of AliExpress, I feel let down by this situation and hope for a fair resolution.

I purchased the Lenovo LP40 wireless earplugs from MR_Global Store in early November. Despite monitoring the tracking information and receiving a separate tracking number from Hermes for local delivery, the earplugs never reached me. Hermes attempted delivery but the package was not in my possession nor in the post box. After checking the Hermes tracking details, it indicated that they returned the package to the seller. Despite the seller's instruction to return the package for a refund, as I never physically received it, I cannot comply. Although AliExpress tracking shows delivery, it never occurred. After explaining this to the seller and being advised to resubmit a logistics dispute through you, I am unsure about this process. I simply seek either the earplugs or a refund, given the circumstances. Your assistance in resolving this matter would be greatly appreciated. Thank you for your help.

I am experiencing a frustrating situation with my recent order. Initially, I mistakenly used the wrong card for a purchase totaling approximately $97. I promptly cancelled the order and received an immediate refund. When I attempted to re-purchase using the intended Visa gift card, I encountered an error indicating my card was invalid. Unable to check the card balance online, I suspected it was inactive. After contacting the card issuer and checking the balance via phone, I was informed there was only $2 remaining, precisely the amount required for the purchase. Feeling deceived, I realized I might not receive my items and am unable to confirm the refund status due to security concerns with the card. I am seeking two resolutions: 1. A method to verify the card used for the refund. 2. Clarification on whether I will be reimbursed, as I have evidence of canceling the initial order and attempting a repurchase.

I ordered a clutch bag, but the wrong color was sent to me. I opened a dispute and was instructed to return the item to get a refund. I returned the item before the deadline and have a confirmation receipt. The AliExpress website also confirms the item was received. However, my refund was not processed, and the case was closed. I submitted an appeal three days ago but have not received any updates.

Hello, On November 29, [redacted], I placed an order for an LPG upgrade propane gas heater from the VEVOR BESTEQUIP Store with order number [redacted][redacted]. The item arrived on December 12, [redacted], but unfortunately, it was damaged during transit. I have been in contact with the seller to address this issue. They requested pictures or a video for review, so I sent the images to the provided email address '[redacted]' on December 28, [redacted]. Despite multiple requests, they are now asking for a video, and I am growing frustrated with the delay in resolving this matter. I have insisted on a replacement for the damaged item, and I expect a final resolution by January 10, [redacted], either through an exchange or a refund. Thank you. H.M. Meyer

Hello! I hope you had a great start to the New Year! I wanted to share an issue I've encountered with an Aliexpress order I placed back in October [redacted] for a new mobile phone. Unfortunately, the shipment has been stuck in the Netherlands since November 4, [redacted], and has not been forwarded to Switzerland where I reside. After opening a dispute and requesting a refund, Aliexpress denied it, citing that the shipment is at the Swiss border for customs clearance and that I am responsible for solving any issues. However, the tracking information on Aliexpress is misleading as it does not accurately reflect the current location of the shipment. The tracking number is LT[redacted]47NL. I've been unable to communicate effectively with Aliexpress during the refund process, leading to misunderstandings. It is crucial for Aliexpress to contact the courier service responsible for the shipment to resolve the issue and ensure it reaches its intended destination in Switzerland. I appreciate any advice on how to proceed with this matter. Thank you and best regards, Philip

I purchased a backpack from the AliExpress marketplace in April [redacted]. After 6 weeks, the item developed a fault. Following AliExpress's advice, I contacted the seller and submitted photos of the fault as requested. Despite contacting AliExpress four times, they continue to instruct me to reach out to the seller. Unfortunately, the seller has not responded to any of my messages. I seek assistance in returning the item for a refund as it is not suitable for its intended purpose. Product ID: [redacted][redacted]. Order date: 02 April [redacted]. Store name: DXYIZU Official Store.

Hello, I have not received my parcel. The tracking shows it as signed, but Royal Mail explained that due to an error in the information on the parcel, they returned it and signed for it on my behalf. The package is on its way back, and unfortunately, three out of four sellers have not responded to my request to address the issue. I am already in disputes, but I am unable to provide phone confirmation for my evidence needed to process the refund.

I have made multiple purchases from several sellers that were shipped together. According to the tracking information, the package was signed for, but I have not received it. I attempted to dispute this but was unsuccessful as the sellers refuse to contact Royal Mail customer support. I reached out to Royal Mail myself, and they mentioned an error in the information leading them to return the package and sign for it on my behalf. They advised the sellers to reach out for further details. I kindly request that you contact Royal Mail to verify the information so that I may either receive a refund or have the parcel redelivered promptly with priority. I can be reached at [redacted] My name is Gediminas Lankutis, and the tracking number is QP[redacted]18GB. The delivery address is 15 Dockland Street, E16 2JE. Please confirm that you have received this message and are actively working to resolve this matter. Thank you.

Good evening, my package with tracking number UN[redacted]90MU never arrived at my address in TRUJILLO. The tracking history indicated that it was returned to the sender because they couldn't find my address. I requested a refund from the store LEEPEEE LED, which mentioned there would be a dispute. The dispute has now ended because according to Ali Express, the package was in transit, but it never reached the Urbano Express offices in Trujillo. I have requested a refund, but have not received anything yet.

I am experiencing an issue with Customs Clearance Information. While ordering from Aliexpress, I prefer to have my order shipped to a self-pickup location. I have completed all the required information but encountered an obstacle regarding the passport number field. Currently residing in Russia, the system demands a 10-digit passport number. However, as a foreigner, my passport number only consists of 8 digits. Unfortunately, the system does not accept an 8-digit number, thus preventing me from selecting the self-pickup option. How can I resolve this situation?

Hello, I am having trouble tracking Order No. [redacted][redacted]. Despite reaching out to the seller multiple times without any response, I opened a dispute. The seller has offered $5 and assured me of the product's arrival, or a full refund if it doesn't show up. However, the shipment number has changed, and I am unable to track it. Unfortunately, I am unable to access Live Chat on AliExpress for further assistance. I'm feeling quite frustrated and lost in this situation. Any guidance would be greatly appreciated. Thank you. - A. Maximov

I purchased a GTMedia GT combo unit that is now stuck booting to the start page, making a noise, and repeating the reboot process. The seller advised me to request a return authority from AliExpress. However, when I tried reaching out via live chat, I got a robot and struggled to complete the necessary steps as the submission wouldn't go through. I find myself in a frustrating situation with a faulty unit and no success in getting assistance from either the seller or AliExpress.

I recently purchased lights from a store advertising them as 50cm in length with IP65 water protection, but upon receiving them, they were actually 40cm long and have IP40 protection, not IP65 as stated. I have requested a refund or replacement due to the inaccurate description, but the seller only offered a €2 voucher, which is unacceptable given the €65 purchase price. This misleading advertising constitutes fraud, and I expect a proper resolution from the seller. I can provide photos if needed. Thank you.

Hello, I need assistance with an issue regarding an order I placed on AliExpress. On 15/06/21, I purchased a product for $[redacted], which included shipping costs. The seller incorrectly stated the item's price as $40 in the delivery note. The Israel Post then requested a fine of [redacted] NIS to release the package due to this discrepancy. I informed the seller of the situation, but they did not retrieve the package or refund me as promised. Unfortunately, the seller has now closed our chat communication. I kindly request your help in resolving this matter and obtaining a refund. The tracking number for the package is EX[redacted]35GS. Thank you.

Order [redacted][redacted] Good morning, I am writing to you as today I have not yet received the refund. I have also contacted the seller who claims that the refund has been issued, but you can verify that it is still pending even though the replacement has been sent back as per AliExpress procedures since the dispute has been resolved. Best regards, Daniele F. I want the refund that has not yet been credited to my credit card. It has been more than 20 days as promised.

I recently ordered a few items from AliExpress that were shipped using their shipping service. Upon checking the status on AliExpress, I saw that delivery attempts were unsuccessful for three parcels. I opened disputes for a refund, but AliExpress handling the cases informed me that my items are waiting for pickup at my local postal service and refused to issue a refund. After contacting my postal service, I discovered that the items never actually arrived. The official tracking service also confirms that the items did not reach my local postal service. Despite providing evidence to AliExpress, they continue to insist on pickup. One dispute has been closed, and I worry that the remaining two will face the same fate. I've been attempting to reach out to their customer support without success. Thank you!

Order number [redacted][redacted] was placed on 28 Dec [redacted] with FAFA888888 Store for two items. Upon acceptance, I was informed that one item was out of stock and offered a replacement, which I declined. Despite this, the order improperly processed as if both items were available (I paid for both, the invoice reflects two items, and I was advised to request a refund upon receiving the package with only one item). On 31 Dec [redacted], I was informed that the available item had been shipped (seen on AliExpress platform), but Cainao indicates the seller has still not shipped the order. The tracking number has been changed twice, indicating shipping delays and inaccurate shipment status updates. Given these issues, I am requesting the cancellation of this order. Thank you, Luis B.