AliExpress Customer Service Issues

Hello, I used a German translation program as I don't speak English well. My name is Forschelen. I made an order on Dec 26, [redacted], from the seller "Hand Tool Box emm Store" for a Chainsaw Chain Guide Bar Grease Gun Sprocket Brushcutter Lube Tool Nose Loaded. The order number is [redacted][redacted], and I paid through Paypal. I received the item by post on 02/18/[redacted]. On February 20th, [redacted], when I tried to use the grease gun, I discovered it was not working. I contacted the seller for assistance, but they have not responded except to offer a refund if I return the item. The cost of return shipping is €10.99, more than what I paid for the item and shipping. This would mean I'd end up paying more. I need help with this situation. Thank you.

Hello, I don't speak English and have translated this into German with a program. My name is Forschelen, and on December 26, [redacted], I made a purchase from the seller "Hand Tool Box emm Store" for the item: "Chainsaw Chain Guide Bar Grease Gun Sprocket Brushcutter Lube Tool Nose Loaded." The order number is: [redacted][redacted], and I paid with Paypal. The product was delivered by post on February 18, [redacted]. On February 20, [redacted], I tried to use the grease gun and realized it didn't work. I informed the seller and requested assistance. Unfortunately, the seller did not address this in our written communication, only mentioning a refund if I returned the item. The cost of return shipping via post is €10.99, which exceeds the value of the item and shipping combined. I would appreciate your assistance. Thank you.

Yesterday, I bought a keyboard online. After paying, I contacted the seller to request a modification to the product. They agreed to meet my request, but today I received the wrong item. I reached out to inquire about canceling the order since the incorrect product is still in the seller's country, making it easier to process a refund. However, my attempts to cancel have been unsuccessful. I am hoping to get assistance from Aliexpress to resolve this issue.

Hello, I'm inquiring about the status of my orders. I have successfully made payments through my Cash App card for items on AliExpress. The tracking number is available, and I don't want to keep repeating my card information. I am eager to know when my order will arrive in the United States. Please provide me with details of all the shipped orders. My name is R. Outlaw, and my address is [redacted] Abbey Road apartment E1, Norfolk, Virginia [redacted]. If there are any issues with the orders, kindly refund the amount back to my Cash App card.

I have already texted all the necessary details. I have been on the phone since I placed my orders. The payment was made through my Cash App card, and it went through to AliExpress successfully. I am referring to my initial orders that were charged to my Cash App card this morning. However, I have not received any information regarding the items I ordered. Even though the payment was successful, you are claiming my CVV number is incorrect. I possess evidence of the transaction from my Cash App card. Could you please provide me with the tracking number for my package? Thank you. - Miss R. Outlaw, [redacted] Abbey Road, Apt. E1, Norfolk, Virginia, [redacted]. Email: [redacted], Phone: [redacted]. The charge was $[redacted].00 from my Cash App card.

I recently placed an order with Order ID - [redacted][redacted] from "Yumer Official Store" on AliExpress. However, upon receiving the item, it was incorrect. When I opened a dispute and AliExpress requested me to return the item, the return cost from Australia was approximately $52. The seller refused to reimburse this cost, so I did not return the item. After reading reviews, I discovered that this seller has a history of sending incorrect items and requesting returns at high costs. I urge AliExpress to provide a full refund and require the seller to cover the return shipping cost of $52 if they want the item back. I had confirmed the fitment with the seller before purchasing, so the responsibility lies with them. If this matter is not resolved satisfactorily, I will consider closing my AliExpress account and advise others in Australia to avoid this seller to prevent falling into a similar situation. Thank you.

Hello AliExpress Team, Order ID: [redacted][redacted] I cannot tolerate this situation any longer! I shipped the item over a month ago, 40 days to be exact, and there have been no updates. I had to cover the return costs since the seller didn't offer a return label, yet I have not received my refund. This level of service from AliExpress is unacceptable! Where is the customer care? Ideally, a return label should have been provided, but I paid around 10 Euros out of my pocket for the return of an item worth 40 Euros. I'm not expecting reimbursement for the 10 Euros in return fees, but I insist on receiving the 40 Euros for the item. I've waited long enough, and I don't understand the delay in delivery. The postal services in China are not my responsibility. Please arrange the return promptly, or I will have to escalate this matter and report AliExpress for lack of customer support. Best Regards, S.J.

I purchased two AirPod cases from the "3C Electronic Club Store" shop, but unfortunately, both items arrived with defects; one was broken, and the other was dirty. After contacting the seller, we agreed on a refund of € 37.78. However, I was only refunded € 11.33. Despite my attempts to resolve the issue with the seller, they claimed the profit margin was too low to provide the remaining refund of € 26.45. I paid via Klarna, and they are expecting the refund. I am adamant about receiving the full amount owed and will not accept anything less. Thank you for your help in resolving this matter promptly.

Hello, I am reaching out regarding the return of an item with the number Z7C18RJ0. I mistakenly used a capital "O" instead of a zero in the article number, causing confusion with the tracking information I provided. When I checked using the number Z7C18RJ0 on 17Track, I found that my package, which I returned on February 7, [redacted], arrived at the store in Spain on February 9. I spoke to the seller and explained the situation, and they confirmed receiving the package with the correct tracking number. However, they were not willing to assist me further. Therefore, I am reaching out to seek help resolving this dispute and receiving a refund. Thank you for your assistance.

Hello, I ordered a product from a seller. It has been defective for 4 months. The seller sent me 2 replacement parts (I had to pay customs fees). I installed the replacement parts correctly myself. However, the product still does not work. Further replacement parts were supposed to be delivered, but that did not happen. Now I am asked to continue investigating the product. I have done so, but the seller still wants more videos from me, even though I followed their instructions exactly. I have written several times requesting a completely new product or a refund, but the seller has not responded. I have paid a lot of money including warranty. Order Number: [redacted][redacted] Best regards, Felix Schikorra

My package, along with three other orders, was shipped using the delivery company Econt. Unfortunately, they contacted me while I was out of the country, held the package for 7 days, and then returned it without notifying me via phone, email, or any other means. Since it was designated for a delivery-only office, even if I had been aware of the arrival, I couldn't have retrieved it there anyway. I provided my post office address for delivery; however, due to the lack of communication about this change, the package was not delivered to the correct location. The seller's response to my concerns and dispute was to check the post office, which I have done multiple times, but to no avail. The package was never there as it was mistakenly delivered to a different office.

I'm having trouble with disputing an order I haven't received from AliExpress. The order was due on January 26th, and my disputes are being rejected due to lack of evidence. I've tried sending screenshots of tracking showing the order never left its origin and messages from my post office confirming this. However, they ask me to contact the supplier for negotiation, which I don't understand. The order number is [redacted][redacted]. Please assist me in getting a refund or receiving the order.

Regarding IOSS procedure in Germany and the €[redacted] limit, I have encountered an issue while placing an order on AliExpress. I noticed that for an item priced at €85, it correctly states that VAT is included. However, when ordering two of the same item priced at €[redacted], it also states VAT is included, despite exceeding the €[redacted] limit set by German customs. The new rule effective from 1.1.[redacted] in Germany allows for 0% VAT on solar panels and components for private use. When the order is under €[redacted], I am unable to reclaim the VAT separately. Only orders above this threshold allow for VAT reimbursement through AliExpress. As this is a unique case related to German customs regulations, regular support channels may not have the answers I seek. Any assistance provided would be greatly appreciated. Thank you, Norbert B. from Dortmund

Once a business receives payment from merchants, its primary concern seems to be maintaining the appearance of fairness. Sellers are often viewed as opportunistic, trying to deceive consumers whenever possible. Dispute sections within companies tend to favor merchants as they are often comprised of them. One common tactic used by merchants is to ship a small item instead of the electronic product purchased, making it challenging for customers to prove deception upon receiving the package. Websites such as aliexpress.com and dhgate.com may consider a package delivered based solely on tracking information. In cases where a purchased item is defective, even with proper evidence, the dispute resolution process may still end in favor of the seller. This can result in additional expenses for the buyer, such as return shipping costs, on top of the initial product cost. Furthermore, instances where orders are canceled by the merchant without refunding the payment also contribute to buyer distrust. To avoid such situations, some consumers opt to pay more and purchase from American companies for a sense of security.

Dear Dogbaby Official Store, I am writing to inform you that I have not received the pet feeder I ordered. Instead, I received a green cat collar with a bell, which was quite unexpected. Upon checking with AliExpress, it indicated that my order was received and closed. Despite my attempts to request a refund and explain the situation, I have not been successful. As a loyal customer, I kindly request a refund or a replacement package containing the correct item, the "Mangeoire Automatique" pet feeder I originally ordered for $23.19. I have been eagerly anticipating this purchase and would greatly appreciate your assistance in resolving this matter promptly. Thank you in advance for your attention to this issue. Sincerely, Michele (Order #[redacted][redacted])

Order Number: [redacted][redacted] I received a damaged product in my order and requested an exchange or refund from the seller. They advised me to return the item for a refund. I shipped the product back but it was returned to me due to address inaccuracy. I am now seeking a refund for the product price and the return shipping fee. Tracking Information: - Shipping Carrier: EMS - Tracking Number: EB[redacted]80KR Reason for non-delivery: Address inaccuracy Delivery Status: Return to shipper (scheduled)

Dear Sir/Madam, On February 13th, I ordered an automatic laser level from ALIEXPRESS with order number [redacted][redacted]. I received the tracking number GC[redacted]75DE. However, as of today, the package is marked as "delivered" on your website, but I have not received anything. I contacted the shipping companies (DHL and COLISSIMO), and they informed me that this tracking number is not associated with me and that the package was delivered in Clamart in the Paris region. I believe there might have been a mix-up with the tracking number in your system. I understand that mistakes can happen. Therefore, I kindly request you to rectify this situation and send me the laser level as soon as possible. I can assure you of the accuracy of my statements. I trust in your company's professionalism to resolve this matter promptly. I look forward to your response. Yours sincerely, Mr. J. Aranda

I purchased watches from a seller on AliExpress and resold them through my online shop in Sweden. One of my customers claims the watch he bought from me caused burns to his son. Despite reaching out to the seller on AliExpress with evidence, they deny responsibility. My customer is now demanding $3,[redacted] in compensation. I am distressed and unsure how to handle this situation. I have filed a product issue report with AliExpress, but I have not received a response in two weeks.

I purchased a drone from AliExpress, and it unexpectedly fell out of the sky near me, causing significant damage upon impact with concrete. AliExpress confirmed it was defective and offered a Full Refund or Partial Refund. Opting for the Full Refund initially, I later realized the return shipping cost to China exceeds the drone's value. I tried changing my choice to Partial Refund to keep the damaged product, but AliExpress stopped my return without explanation. Despite their 75-day buyer guarantee, I'm struggling to get a resolution. I'm now stuck with a damaged drone and seek guidance on securing the Partial Refund I agreed to.

On February 1st, I purchased an article for the Doogee S60 Lite S40 S55 S96 Pro MIX BL7000 N20 Y9Plus USB Charging Port Board Microphone USB Charger Board Motor Connector from AliExpress.com. I completed the payment using PayPal on the same day. The item was listed in my account on AliExpress, indicating delivery by March 3rd. However, upon checking my account now, the order seems to have disappeared. I can provide proof of payment through PayPal.