AliExpress Customer Service Issues

Hello, I have encountered an issue with my AliExpress account. I switch between two accounts on the mobile app to track my orders. Recently, when trying to switch back to my first account, I found it temporarily blocked due to unusual activity. To reactivate, I was asked to enter a code sent via SMS, but I no longer have access to that phone number, which is now assigned to someone else. Despite explaining the situation to them, the person with my old number didn’t cooperate. I've reached out to AliExpress's technical support multiple times, providing all necessary documents like order numbers, tracking information, and payment details, as requested. They assured me the issue would be resolved in 2-3 business days, but I have yet to receive any updates. I appreciate any assistance you can provide regarding this matter. Thank you.

As a Platinum member, I have always trusted Aliexpress. However, I am currently facing an issue with an order. The order number in question is [redacted][redacted]. Despite the order status showing as delivered and the receipt being signed shortly after placing the order, I have not received the shipment. I raised a complaint and opened a dispute, to which the supplier claimed that the goods were en route and safely delivered. Trusting the supplier's assurance, I allowed the order to be completed in hopes of still receiving the goods. Now, after some time has passed, I am unable to contact the supplier and access the item I purchased from Shop[redacted]Store. I am requesting either a refund or a clear update on the status of my order from the supplier.

Dear Community Members, I purchased a machine from Aliexpress in April [redacted]. Recently, after just 3 minutes of using it, the machine started leaking with strange noises and some smoke. I have already sent photos and videos of the issue to the seller, but now, every message I send receives a grey message saying they can't receive my messages. It seems like I have been blocked. I even contacted the seller using another account to inquire about the warranty, as the same machine is still being sold online with a one-year warranty. However, I am unable to communicate with the seller regarding the warranty claim. I previously tried Aliexpress chat support, but it seems to be automated. I am seeking advice on how to proceed to have the seller honor the warranty and either repair or replace the faulty machine. Thank you for your assistance.

Hello. On February 16th, I placed an order for a mobile phone to be delivered to Ukraine. Due to the conflict, the seller informed me they could no longer ship to Ukraine and advised me to cancel for a full refund. I mentioned my payment was made using a Belarusian credit card that was blocked for international transactions after February 26th. The seller mentioned they had refunded Aliexpress, so I should contact them. It has been six months, and I have not received any updates. I contacted my bank with reference number [redacted][redacted][redacted], but they couldn't assist post-February 26th. My card is expiring soon and time is running out. I recently reached out to Aliexpress with transaction details but have not received a resolution. They mentioned providing a $[redacted] coupon instead of a refund but have not followed up in three weeks. I am frustrated with the lack of assistance in this matter.

On July 17, [redacted], I ordered a dog collar from TUYATU Store with order number [redacted][redacted] on your website, specifying the delivery address. Unfortunately, the package was sent to the wrong address. I immediately notified the seller of the mistake, but they informed me that the package had already been shipped and the address couldn't be changed. After several messages explaining that I couldn't receive the package at a location 500km away from the intended one, I mentioned I would request a full refund, to which the seller agreed. Please review the message exchanges with the seller and process the refund promptly. Thank you. Regards, Marc T.

I would like to express my disagreement with the decision not to refund my purchase. Despite the tracking information showing delivery, when I collected the package from the local post office, one of the two items was missing. The seller, Keep-Real World Store, confirmed through our communication that a full refund could be processed. Their response was, "Dear, ok, we can give you a full refund, you can apply for a refund. If you are satisfied with our service, can you give us a 5-star review after receiving our refund?" I insist on the refund as I did not receive all items from my order and it was not due to any fault of mine. Thank you for reviewing my communication with the seller.

Hello, I purchased a VIQY1 NM-A032 Lenovo Y510P with an order number [redacted][redacted] that arrived on July 31, [redacted]. Unfortunately, upon inspection, I discovered that the second video card on the motherboard is defective. The seller advised me to install the BIOS from Lenovo's original website, but this did not resolve the issue and the motherboard started overheating. I proposed paying half the price for a resolution, but the seller declined. Opting not to return it, I intended to use the laptop with a single graphics card. However, after just two days of use, the laptop abruptly shut down and now does not turn on. The seller refuses to cover the return shipping costs, although I have already paid customs and shipping fees. I seek advice on what steps to take in this situation. Thank you for your assistance. Best regards, Farzad B. from Turkey.

Dear Sirs, I am Timofej Tkachenko. I recently made a purchase from a dubious seller on AliExpress, who has now removed all their listings from the website, making it difficult for me to provide the exact URL of the item I ordered. My order number is [redacted][redacted]. Despite ordering a tablet PC, I received a product with completely different specifications. I initiated a dispute to secure a refund. AliExpress has decided to refund the full amount I paid, contingent on me returning the item to the seller (with shipping costs covered by the seller). The seller, however, is refusing to cover the shipping fees and provided an incorrect address that the post office does not recognize, causing delays in returning the product. This behavior is suspicious and unfair. I seek assistance in recovering my funds and ensuring this seller is held accountable for their actions, as I suspect there are other buyers facing similar issues.

Hello, I am concerned about the freezing of my entire transaction when I only have a dispute with one out of three items. The item in question is in my possession, but due to its defectiveness and the high cost of shipping from Israel, it is impractical to return it. I urge you to release the rest of my items promptly. It seems unfair to hold all my items due to a single dispute. Please address this matter promptly as a loyal EliExpress customer. Thank you, Josef H. Case ID: PP-R-KBE-[redacted]90 Transaction Amount: ‪₪[redacted].73 ILS‬ Dispute Amount: ‪₪26.36 ILS‬ Transaction Date: 16 August [redacted] Seller Name: Alipay Singapore E-Commerce Private Limited Transaction ID: 3PJ581664U[redacted]

I am writing to address my PO number [redacted][redacted]. This purchase consisted of 2 cameras and 10 camera lens covers. I am specifically inquiring about a dispute regarding Item #1: "PEGATAH 1080P Surveillance Cameras with WIFI for Remote Viewing." The camera I received was defective, and despite providing a video as evidence to the seller, my dispute was resolved in their favor. I firmly believe that the video clearly demonstrates the faulty nature of the product, despite the seller's claims. I am seeking a fair evaluation of the video to support my refund request. I am willing to return the camera for a full refund, but the seller insists I cover the return shipping costs. Given the situation, I no longer have confidence in the seller and would appreciate assistance in arranging a return shipment through AliExpress shipping system.

I am having trouble searching for products using the product search settings on the website. For example, when I search for items like batteries or socks, I enter the product name, select free shipping, and choose the cheapest price. However, after the search results show up and I click on a product, the listed price includes shipping costs even though I selected free shipping. This is frustrating and time-consuming as I have to go through the entire list to find items with free shipping as indicated. I would appreciate any advice on how to address this issue.

Hello, I am a business buyer from Slovakia. I am looking for information on how to obtain invoices for my purchased products without VAT. I need to provide my VAT number for my accountant, but I cannot locate where I should input it on my AliExpress business account. The chatbot has not been helpful. Thank you for your assistance.

Bonjour, j'ai passé une commande à la fin d'août, le 26 ou le 27, pour une fraise à surfacer référence IP2F-D38-1-H8 avec 3 adaptateurs pour queues de 8 à 10. Je ne parviens pas à suivre la livraison de mon produit et je souhaite savoir si la commande a été confirmée, car le paiement a été débité de mon compte. Voici l'adresse de livraison : M. D. Nédélec, 11 allée du Coteau, [redacted] Quéven, France. Merci d'avance pour votre réponse.

Hello, I am reaching out regarding Order ID: [redacted][redacted]. I recently received a product from a supplier that turned out to be defective. Despite providing photos as evidence, Ali Express has declined to refund me or provide a replacement. I find it unfair that the supplier is avoiding communication after taking my payment of [redacted].90$. It is frustrating to be in a situation where the supplier is unresponsive regardless of the product's condition. I kindly request assistance in getting the supplier to send a replacement without requiring a refund. I am puzzled by Ali Express's decision to reject my claim. Thank you.

Hello, I have an order [redacted][redacted] on AliExpress and would like assistance with a specific issue. I attempted to use their customer service live chat but encountered difficulties continuing the conversation with Eva (bot) after a few requests. A: I purchased a camera for $64.28, which broke within the warranty period. I have been waiting for a refund since Jun 27, [redacted], and believe that the delay is due to AliExpress's policy restricting refunds after a certain period. I am hesitant to receive the refund via SWIFT transfer due to high fees and am willing to provide my credit card information if necessary. B: I paid $64.28 for the item plus $11 for return shipping, despite the seller advertising "Free Return." The seller mentioned receiving $57.21 from AliExpress. I am seeking a refund of $64.28 + $11.00, and would like clarification on the amount AliExpress paid the seller. Looking forward to your prompt response. Regards, Yuri

I purchased a product in early July. By August, I hadn't received it and couldn't track the shipment, so I opened a dispute. The seller reached out, providing a new tracking number for another item and asked me to close the dispute. Mistakenly, I closed it. After 3 weeks of no product, I contacted Aliexpress, who advised me to wait until September 12th. The product arrived on September 6th, but was damaged and incomplete. Despite reaching out to both the seller and customer service, I received no response. Customer service recently informed me that the protection period ended and to deal directly with the seller. The seller ignores my messages. I want a partial refund due to the damage. I have evidence of the situation.

Hello team, I made a purchase for a walkie talkie on 23 July. However, I have not received it despite the tracking showing delivery. I tried to dispute it, but it has ended now. I received an email confirmation from the post office which I can share. Order number: [redacted][redacted]. I hope for your assistance. Best regards, Samuel Shabanej.

I purchased an IWO W27 Pro watch, and upon receiving it, I immediately installed it. Despite its appearance being fine, I encountered several issues. The Bluetooth connection keeps disconnecting, the activity rings do not function, and I cannot choose whether to play sound on my phone or the watch. The watch is essentially useless if it cannot stay paired with my phone. I am now seeking a refund but I am required to ship the item back. The seller is refusing to cover the shipping costs, even though the regulations state they should if the product does not match its description.

Sehr geehrtes Team, ich habe bemerkt, dass auf Ihrer Webseite steht, dass zwei Bestellungen zugestellt wurden. Leider habe ich jedoch keine dieser Pakete erhalten. Könnten Sie mir bitte ein Foto vom Ablageort zusenden? Mein Briefkasten war leer, und da meine Nachbarn alle im Urlaub sind, können sie es auch nicht angenommen haben. Bestellnummer: [redacted][redacted] Ich habe weder die Ketten noch die Armbänder bekommen. Bitte liefern Sie mir die Ware oder stornieren Sie die Bestellung. Ich werde die Rechnung nicht bezahlen, wenn die Ware nicht bei mir angekommen ist.

I placed an order for a Pokemon 9-page binder on 7/9/[redacted], using my Visa card to pay $29.82. I did not receive an order number or email confirmation, despite being charged on the same date. I attempted to track the order on my AliExpress account without success. Interestingly, the charge does not appear in my credit card account. Subsequently, I placed a second order on 9/9/[redacted], receiving an order number and confirmation email for this transaction, which was charged at $29.83. As of 10/9/[redacted], both charges are visible on my Visa statement, but the first order remains untraceable. I request assistance in resolving this issue promptly, as I have paid for two binders but only possess order details for one. Your attention to this matter is appreciated. Regards, L.U.