AliExpress Customer Service Issues

I am currently experiencing difficulties with receiving assistance from the customer service team. It seems like they are unwilling or unable to help me resolve the issues with my account. Recently, I informed them about a security breach where my account was accessed without authorization, leading to account disruptions and unresolved orders. Despite informing them about the issue, my account remains inaccessible, and the pending orders are causing concern. I am eager to have my account restored and the payment issues resolved as soon as possible. I was assured that it would take 3 to 5 business days to investigate and address the problem, but unfortunately, there has been no progress. I kindly request your assistance in addressing this matter promptly. Thank you for your attention to this unresolved issue with my business account.

I am having trouble signing in with my email address. When I try to register, it says this email address is already known to us. However, when I attempt to sign in and click on forgot password, it says this email address is unknown to us. I have tried everything multiple times, following all the steps, but it's not working. I would like to become a customer at AliExpress and would like to order some items. I do not speak English.

I need assistance as I'm unsure how to proceed. I paid over [redacted] € for a coffee machine that I never received. The item was supposed to be delivered to my company, but it was closed at the scheduled delivery time. The shipping company has not responded to my inquiries. Please help me request a refund as I have not received the item. I can provide evidence with my authentic signature showing that it never arrived at my company.

When placing an order on Aliexpress, I have noticed that the payment method is not shown on the final page. I am unable to select which payment method I would like to use, as the system defaults to one that is stored. The issue arises from having two different Paypal accounts linked to two separate credit cards. I wish to be able to choose which Paypal account or credit card will be charged for the purchased items. It would be helpful if this option could be made available on the final payment page, similar to how Amazon displays all payment methods for selection. Could you please ensure that this information is visible on the payment page or in my account details? Thank you.

I purchased a phone from Infinix Mobile Store on AliExpress on 06/11/[redacted], but I have not received the package yet. The seller provided a tracking number that is not for Nigeria, my country. I have been communicating with the seller, but they are not cooperating. I have double-checked the details and contacted the post offices in Nigeria. Every time I order from AliExpress, the tracking number starts with "NG" for Nigeria. However, the tracking number I received is RB[redacted]20SG, which is not correct. I kindly request your assistance in resolving this issue promptly. Thank you.

Subject: Request for Free Return Labels for Order Returns Dear Customer Support, I am reaching out regarding orders [redacted][redacted] for the LCD screen and [redacted][redacted] for the keyboard. Despite numerous attempts over the past three days, I have been unable to utilize the free return labels provided, as they are not valid in Switzerland (please refer to the attached files for verification). I have made multiple unsuccessful attempts to resolve this issue with the sellers as well as through Aliexpress' chat service. In order to return these two items promptly, I kindly request your assistance in providing me with two valid free return labels for the aforementioned products. Due to technical difficulties with my computer, I no longer require the keyboard and screen. Your prompt attention to this matter would be greatly appreciated. Thank you for your cooperation and I look forward to your prompt response. Best regards, João Ferreira

Subject: Dispute on Undelivered Items I am writing regarding a dispute I opened on AliExpress regarding undelivered items from different sellers. Despite these items being sent together, the dispute was closed in favor of the sellers, with only one refund issued. I have attached a letter from the postal service confirming the non-delivery and return to the seller. I request a full refund for the undelivered items and appreciate your attention to this matter. Thank you, E. Fapohunda

Hello, I haven't received the product I purchased. Before the protection time ended, I opened a dispute requesting a refund. My request was rejected, stating that the package had arrived in my country. I continued tracking the package, and it turns out it was returned to the seller. However, the seller cannot refund me because the order is closed. Order number - [redacted][redacted]. What should I do now to get my money back?

I have not received my order and am quite worried. I checked the tracking on AliExpress, and it says the delivery was unsuccessful. I tried contacting the specified phone numbers, but none of them have valid tracking information. I even visited the DHL post office, but there was no parcel or information available. Normally, there should be a delivery attempt notice in my mailbox, but there wasn't one. After reaching out to the seller and carrier multiple times, I finally obtained a working tracking number for Hermes. Unfortunately, AliExpress closed the dispute before I could provide this. I have filed a complaint, but it was not successful, and I did not receive a refund. This is very frustrating. How could this happen? I hope someone can assist me with this issue. Thank you.

Per favore, ho pagato oltre [redacted]€ per una macchina da caffè che non ho mai ricevuto. Il commerciante ha inviato una bolla di conferma non firmata da me o da nessun altro della mia famiglia o dipendente. L'articolo doveva essere consegnato alla mia azienda, ma era chiusa all'orario di consegna indicato. La ditta di spedizione non risponde alle mie richieste. Chiedo gentilmente un rimborso in quanto posso dimostrare con la mia firma autentica che l'articolo non è mai arrivato alla mia azienda. Vi prego di aiutarmi.

Still Waiting for Refund It has been over six weeks, and I still haven't received my refund. I felt frustrated with the constant back-and-forth and delays in speaking to a representative. Repeatedly, they reset the escalation process, further postponing any resolution. After expressing my concerns about a different item just to get through to them, I insisted on speaking with a supervisor and the escalation team. Following my persistence, I was suddenly informed of a computer glitch and promised a refund within ten days, a promise they had made before. Taking matters into my own hands, I involved the Better Business Bureau, shared negative reviews, lodged complaints with relevant organizations, and even reached out to the seller directly. Although uncertain of the exact catalyst, the next day I finally received my refund. Despite leaving a message at Ali Express’s California office, their unreturned calls and messages indicating high call volumes persisted during my attempts to follow up.

Hello, Order ID: [redacted][redacted] Name on the account: Uche Igboasoiyi Address on the account: Neunbrunnenstrasse [redacted], [redacted] Zurich Email: [redacted] I am currently facing an issue with a dispute I opened, which is set to end today, March 10, [redacted]. I have been attempting to upload additional photos and video evidence for the past few days without success. Despite my efforts, the system keeps prompting me to upload supported files. I uploaded the evidence on AliExpress through the responder CHAT yesterday. The main problems with the product are that the seller advertised it as supporting 2G, 3G, 4G, and 5G but only sent a device that supports 2G and 3G. Additionally, the tablet was supposed to be running Android version 12, but it was delivered with the outdated version 5 Lollipop. Your prompt assistance in resolving this matter would be greatly appreciated.

I purchased the Umidigi A11 phone in August last year. Upon arrival, I was asked to pay a Nigerian customs import duty of N17873, which I declined. I requested the order to be returned, and the post office sent it to customs on October 15th last year. It has been almost five months, and the seller informed me they have not yet received the order, stating it is still in the destination country. My preference now is to have the phone returned to the seller in China. If that is not feasible, I would like it to be sent back to the post office. I am willing to pay the duty now. I am located in Benin City, Edo State.

The store owner's behavior was unacceptable. Initially, they demanded more money and insulted me when I refused. Subsequently, they claimed to close the store, provided a counterfeit tracking number, and failed to send the product. They then deceitfully insisted that I acknowledge receiving the item in order to process a refund, even though they never dispatched it. In response, I opened a dispute, which they are now attempting to manipulate by insisting I close it and falsely claim receipt of the item. This store's conduct is reprehensible, and I believe it should be permanently closed. Dealing with this establishment has been a dreadful experience on AliExpress.

Order ID: [redacted][redacted] I received a notification from AliExpress stating that my dispute has been decided in my favor for a refund. However, upon checking the "Refund process" section, it still shows that the dispute is ongoing without any refund information available. It has been over a month, and I have yet to see the refund reflected in my credit account. In the seller's message, it was mentioned that the refund would be processed by the AliExpress system. I kindly request assistance in checking the current status of my refund and ensuring that the process is completed promptly. Thank you.

More than 10 business days have passed since I received your message, and I still have not received the refund or any response from you. I am attaching your message below. Dear Customer, Thank you for reaching out to AliExpress. I see that you've contacted our chat team multiple times. I am your dedicated customer service agent and will follow up on your request. Regarding order [redacted][redacted], we apologize that you have not yet received the refund. We have informed the relevant team to investigate this matter, which may take up to 10 working days to resolve. Once the issue is addressed, you will receive a notification via email. Thank you for your patience and understanding. Sincerely, Kini Please refrain from replying to this email/message as responses cannot be received in this mailbox.

On March 12, [redacted], at 1:30 PM Perth time, I would like to address AliExpress. Hi, I have been attempting to reach your company as I am unable to access my account to review the order mentioned in your latest email with the order number [redacted][redacted]. The shoe package was delivered yesterday, but unfortunately, the shoes are too small and need to be exchanged for a larger size. Due to the account login issue and password reset problem, I would appreciate it if you could contact me via email promptly. I have noticed that your website is currently undergoing maintenance. Please assist me as I am feeling quite concerned. Thank you.

Hello, On December 19, [redacted], I purchased a TV stand, and after 2 weeks, I saw on my tracking information that the item was supposedly delivered in the letterbox (which seems unlikely for a TV stand). My dispute was closed on March 9, [redacted], without me receiving either the item or a refund. I have attempted to contact the seller multiple times, but they have not responded to any of my messages. I am unsure about what steps I should take to recover my money after three months. This experience has left me and my family with the decision to no longer shop on AliExpress. It is disappointing. I am hopeful for assistance in getting a refund.

Suppliers must face consequences for advertising products they don't have in stock. Currently, Aliexpress is holding over $[redacted] of my funds while I wait for refunds from 3 shops that claimed to have over [redacted] units of an item in stock when I ordered. These shops later admitted they couldn't fulfill the order and asked me to cancel using a different reason than "out of stock." Even after using the correct cancellation reason, I encounter similar issues with different shops using various names to sell the same unavailable items. Since my funds are tied up, I'm unable to purchase the items elsewhere. The refund process should be quicker considering the instant payment deduction. This recurring problem needs to be addressed. I suggest implementing a system where shops receive strikes for listing out-of-stock items, leading to a temporary ban across all their stores after three strikes.

Good day, my name is Leah Jamela. I was chatting with Diana recently, but the chat ended before we finished discussing two refunds from AliExpress. I ordered two items that were sent to the wrong address in Turkey. I opened disputes as soon as I saw the delivery status as "delivery failed." The details of the orders are as follows: 1st Order: 21st of November, [redacted] - ID [redacted][redacted] 2nd Order: 21st of December, [redacted] - ID [redacted][redacted] The refund process has now gone past the estimated date before the closed date. Could you please assist me in obtaining my refund for these products promptly? Currently, they are causing a loss in my account balance, and I am hesitant to order anything else due to the prolonged processing of my refunds. Your help in resolving this matter would be greatly appreciated.