Aliexpress is a trading platform where many good sellers work, from whom you can safely buy goods for a large amount and be sure that your package will arrive and you will be satisfied with your purchase. But in no case should you spontaneously approach the choice of a seller, relying solely on the cost of the product, and on the product itself.
What to do if the person from whom you purchased the parcel turned out to be just a scammer? In no case should such a situation be left unattended - you must immediately write a complaint in order to quickly resolve the conflict.
Now we know what is urgently needed. But how to do it? In fact, the application procedure is the simplest. To get started, click on the “Help” item, which is located on the main page of the resource, after which you will have two options: either you are going to open a dispute or file a complaint. We need a second option.
As for , you won’t be able to open it if the temporary order protection period ends (it’s usually more than enough). If we are going to file a complaint, then all we need is to send a link to the product whose seller deceived us.
Categories of complaints
- Counterfeit;
- Search engine deception;
- Fake;
- I came parcel;
- Publication of false data;
- Payment is not made on the trading platform.
If suddenly there is no reason for the complaint that the service offers to choose, then choose the one that is at least somehow related to your problem. In any case, the service administration will take up the consideration of the submitted complaint. Please note that you will have to write in English. The service is Chinese, but on Aliexpress everyone usually communicates in English. Don't know this language? There are a lot of sites that will translate text from Russian into English in a second.
So, we have described our complaint in detail (I emphasize, in detail), and then we click on the “Send” button. That’s it, we don’t need to do anything else - the complaint will be considered soon. As soon as the administration understands your issue, you will see a notification about the decision on your complaint in your personal account of the site. Usually you don’t have to wait long, but you shouldn’t expect an immediate response from the administration.
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Each of us, at least once in our lives, has encountered contradictions as a result of acquiring one or another purchase, therefore this will not be an exception. Anyone who already has even a little experience of ordering on it knows that any disagreements, be it the unacceptable quality of the product or problems with tracking the parcel, are resolved by opening a dispute.
However, this method works under a condition that many simply do not pay attention to, but in vain. Not many people know, but one of the extreme methods of influencing a store is a complaint, so this time we’ll talk about how to file a complaint against a seller on AliExpress.
It's no secret that we are talking about a huge trading platform, which provides the opportunity to trade to anyone who properly designs their virtual storefront and pays a certain fee for the right to place their goods, which means if you have any difficulties with the order, then first First of all, you need to find out who sold it to you, but if it was not possible to reach an agreement through negotiations, then you can try to start a dispute and, within its framework, try to find a mutually beneficial solution.
The last radical method of influencing a store is to file a complaint against it to the site administration, which we will talk about in detail when examining the question of how to complain about a seller on AliExpress.
How to write a complaint to AliExpress about the Seller
At the moment, writing a complaint against a seller on AliExpress has become much easier than it was before, now all you need is a couple of minutes of free time and a correctly filled out form/template. Find it, where you will be offered two actions to choose from - “Opening a dispute” or “Making a claim”
Depending on your situation, select the desired option and proceed to the next step. We will not discuss opening a dispute now, since we have previously compiled step-by-step instructions for dealing with a similar situation.
By selecting the “Submit a Report” option, you will be redirected to the next subsection, which is more interesting; you will need to more accurately determine the reason why you want to send a complaint to the AliExpress administration. There are 4 types of requests available, namely:
- IPR Protection – Intellectual Property Rights Infringement
- Restricted or Prohibited Products – goods prohibited for sale
- Trade Rules – violation of trade rules (the most popular type among buyers)
- Search Related Violations – manipulation of search results
Among ordinary users, as you yourself can well guess, the most popular type naturally concerns violations in the field of trade, which can easily include the seller’s requests to confirm receipt of the goods before its actual delivery, deception as a result of a dispute and conflict situations that failed solve in other ways.
We will assume that you decided to complain to AliExpress about the store due to violation of trade rules and selected the “Trade Rules” item. Now you need to do it as correctly as possible and submit it for consideration by the platform administration.
Despite the fact that the template is partially translated into English, it will not be difficult to understand it, everything is quite simple. First of all, fill out the “Order number” field, there is nothing to explain here, just enter the one with which you have questions. Next, check the box next to the answers we need:
- Is your order completed or not? (Is your order already completed or not?)
- Did the seller induce you to confirm receipt of delivery before the product arrived? (Did the seller trick you into confirming receipt of the goods?)
- Have you received the product or not? (Did you receive the goods or not?)
Further clarifying questions on the principle of exactly how he tried to deceive you, describe all the details in English in the form below, if necessary, you can attach photos or documentary evidence. By the way, you have the right to demand that the seller provide you with a full track code with tracking capability by selecting the “Claim having sent goods and provide a valid tracking number” option.
At the very end, check your contact information, edit it if necessary, and file a complaint against the seller on AliExpress by clicking “Send a request.” The result of the trial will be sent to you by e-mail; among other things, you can see the result of the decision on a special tab for this.
Depending on the complexity of the question and the workload of the administration, the answer may arrive as early as the next day or three days later. Be careful and only submit requests when you have compelling evidence to support it.
Otherwise, a response complaint may be sent to you and if it turns out that you provided false information, your account will be blocked without any refund.
How to complain about TMALL - Hotline
With the advent of, aimed mostly at users from Russia and the CIS countries, a certain proportion of buyers from time to time have certain questions, and no matter what, if you are not satisfied with something, then you always have the right to complain about TMALL using their online chat, a kind of hotline.
Unlike the main site, it is recommended to submit a complaint to TMALL exclusively through the operator (top right “ ” on the main page of the section). The usual opening of a dispute would be inappropriate here. Available operators are always available, so it won’t be difficult to quickly resolve your issue.
Despite the fact that TMALL and AliExpress are located on the same platform, complaints and claims regarding their quality of goods and services must be submitted separately, for TMALL - in their Online Chat, for AliExpress requests - through their separate feedback form.
There you can always get an answer to any question regarding delivery, and of course, if necessary, file a claim for an order that does not correspond to the description or stated characteristics.
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Aliexpress.com is a Chinese trading platform that contains a wide range of products offered by different sellers.
Chinese eBay
Aliexpress is called the Chinese eBay due to its similarity, but only new, previously unused goods are displayed on Aliexpress. In addition, the Aliexpress platform is focused mainly on the foreign market, and it is not at all difficult to buy Chinese goods from it while in another country.
The assortment of Aliexpress is simply amazing, and this is not surprising - it contains an assortment of a great variety of small online stores in the Middle Kingdom. But this also has its downside - the same products are duplicated on the site several times for the same reason - many sellers offer similar products.
Among the disadvantages of the trading platform is the fact that some lots are not sold at retail, they are sold wholesale or small wholesale.
However, there are no minuses without pluses, and in this case the plus is that prices for the same goods may be different, buyers have the opportunity to find the lowest cost of the goods. True, searching for the most profitable options on the site is not entirely convenient.
On Aliexpress, buyers can communicate with the seller directly and negotiate a discount, additional accessories, and find out detailed details about the products.
To pay for goods, Aliexpress offers several methods; Visa, Mastercard, Maestro cards are accepted, as well as Moneybookers, QIWI, WesternUnion, money transfers, bank transfers. The buyer can protect his money by transferring it to the seller only after confirmation from the buyer that the parcel has been received and the product is of high quality. Some sellers work on prepayment.
Delivery of goods depends on the seller’s conditions; it can be express delivery included in the price of the goods, or delivery for an additional fee. But some sellers do not have delivery at all. Delivery time is 1-3 weeks.
When sending the goods, the seller provides the buyer with a tracking number, which can be used to find out where your order is currently located.
Not without problems
Sometimes, due to oversight or fraud by the seller, troubles occur and the buyer receives a low-quality product or does not receive it at all.
The buyer receives a tracking number, but in reality the item is sent to a completely different person living at a different address. Moreover, “fake” tracking numbers are sent to dozens of buyers, in which case you can file an appeal with the Aliexpress administration.
What is an appeal in Aliexpress? To answer this question you need to know what an appeal is in general? In legal practice, an appeal is a complaint against a decision of a court of first instance, which is filed with the Court of Appeal.
That is, if you have not received the selected product, which, according to the seller’s terms, was paid in advance, you can file an appeal - a complaint to the site administration. As a rule, they carefully investigate every case of fraud and take their own measures against unscrupulous sellers.
If the integrity of the seller comes into question, orders placed by the buyer are frozen at the initial stage, and the seller is given the opportunity to confirm his honesty. If he cannot do this, the order will be closed.
In this screenshot, the order was closed by the system due to the fact that the seller was suspected of illegal actions:
Moreover, in this case, the buyer was allegedly sent an invoice number, using which he could track the movement of the parcel and receive it on time.
If the seller was unable to give a clear answer to the administration’s requests regarding the goods sent, the buyer must return all previously transferred money within 1-2 weeks. If they do not return within this period, you will need to contact support again.
You can see how the money will be returned as indicated here:
.
You need to go to the details of the selected product, click “Payments”, then “Details about refunds”, and then click on button 3, where you can see when the refund process was started. The buyer will be able to see information that the refund has been successfully completed on a bank card or other source. But you will no longer receive the goods - you will need to order it again, from a more conscientious seller.
To avoid such troubles as little as possible, the buyer can familiarize himself with the reputation of the seller whose product he has chosen. If there are more positive reviews than negative ones, you can place an order, otherwise you risk wasting, if not money, then nerves and time.
We wish you happy shopping!
It is impossible to submit claims to sellers on AliExpress in accordance with Russian law. The administration of the trading platform has created its own program to protect buyers from unscrupulous sellers, in accordance with the terms of which a complaint can be filed or a dispute can be opened. How to write a complaint against AliExpress and restore the rights violated by the seller? More about this in this article.
General rules for writing complaints about AliExpress
Registered users have the right to take advantage of the buyer protection program in the following cases:
- the goods have not been received;
- The received product does not meet the characteristics described on the website.
A timely filed complaint and an open dispute will allow you to issue a refund. Users decide for themselves how to complain and how to send a complaint to AliExpress.
Buyers have the right to file a complaint against any AliExpress seller if there are circumstances that allow us to conclude that the rules of the trading platform have been violated, including:
- in case of violation of intellectual property rights (IPR protection) - the resource administration suppresses sellers’ attempts related to violation of the copyrights of product manufacturers;
- when offering to purchase goods prohibited by domestic and international law, as well as prohibited for sending by mail (placement violations);
- in case of violation of established trade rules, that is, in attempts to commit fraud against the buyer: for example, if there is early confirmation of delivery of goods before the buyer actually receives it in order to receive payment faster;
- when violations of various kinds are detected, such as duplicating publications, indicating a low price that does not correspond to reality, the use of spam mailings, phishing and the use of other prohibited methods of increasing sales.
We recommend submitting your complaint in English - this will facilitate and speed up the process of considering your complaint. Indicate facts that indicate a violation of your rights as a buyer, attach photo and video evidence. Do not use insults or emotional language - a properly completed complaint is equivalent to an official complaint.
Please note that a complaint related to violation of marketplace rules may also apply to the buyer. We recommend that you read the agreement and rules when registering and comply with them.
How to send a complaint to the seller personally
Before filing a formal complaint, please contact the seller directly to resolve the issue. Conscientious sellers, who value their reputation and positive customer reviews, try to resolve controversial issues without bringing the situation to the point of filing a complaint and opening a dispute through AliExpress services.
Send messages to the seller, as well as other requests, in English. To do this, in the order, in the “Contact the seller” section, follow the “Send message” link.
If the seller does not respond or otherwise deliberately delays solving the problem, do not hesitate to file a formal complaint. It will be problematic to restore the established deadline for requests (15 days) and return the money after the deadline has expired.
Contact the seller tactfully, without insults or emotions. Responsible sellers in such cases, if there is their fault or a manufacturing defect, are willing to return the money in exchange for the return of the goods. Please note that postage costs for returning the goods are borne by the buyer, so in some cases, if the price of the placed order is insignificant, it may be inappropriate to get involved in a conflict and demand a refund - you will remain in the red.
How to write an official complaint against a seller yourself
A complaint for a refund in the absence of a parcel or a discrepancy between the stated characteristics of the goods and the actual ones is sent within 15 days after the expiration of the period for receiving the goods. All this time, the funds are blocked and the seller cannot withdraw or cash them. After 15 days from the date of delivery of the product to the buyer, its full cost is transferred to the seller’s account. This is the basis of a buyer protection program.
Each buyer can submit a complaint to AliExpress independently. If you encounter any difficulties, use the step-by-step instructions:
If you want to open a dispute, please do the following:
For detailed instructions on how to file a complaint against a seller, watch the video:
The status of the complaint is indicated in the “Report Center” section in the “My Reports” tab. To search for a specific complaint, use the filter, which will allow you to find complaints both by status and by category of the case. When the status changes, the user is notified accordingly. You can contact the AliExpress administration directly at the following email addresses: buyer@ aliexpress.com and [email protected] This will speed up the review process.
is the largest Chinese trading platform, therefore, everything cannot work perfectly, and there are all sorts of sellers. Therefore, of course, buyers should not only know about their rights, but also be able to protect them. Let's talk to you about whether it is possible to sue Aliexpress and how to appeal.
What does an appeal to Aliexpress mean?
What does an appeal to Aliexpress mean?
First, let's look at what an appeal is. It is a complaint challenging the decision of the court of first instance, and it is filed with the court of appeal.
That is, if you received a purchase from the site, but you are not satisfied with it, then you open a dispute. For example, if it was decided not in your favor and you decide to challenge this decision, then the complaint is filed directly with the site administration. This is the so-called appeal.
Thus, in order to file an appeal, certain actions must be taken.
Appeal to Aliexpress: what documents are needed?
What is needed to appeal against Aliexpress?
Aliexpress is one of the largest Chinese trading platforms, where tens of thousands of stores operate. The quality of purchases as well as service may vary. Unfortunately, unscrupulous sellers sometimes come across and then they receive defective goods, counterfeits, or nothing at all.
Buyer protection on the site works well, and therefore, basically, buyers get their money back after a dispute or sellers change goods and return part of the money.
There are also stores that are ready to do anything to sell goods as quickly and profitably as possible.
For example, you can often see that products are not in the right categories. Those things that are sold at too low a price are also an obvious deception. So, for example, if you buy a phone for $20-120, you will only receive a memory card, since the price of the phone is $120.
Such frauds sometimes greatly complicate the search, and therefore you can contact the administration Aliexpress and file an appeal or complaint.
- Open home page Aliexpress.
- Find the key at the top right "Help".
- Click on it and select "Filing a complaint."
“Submit a complaint” button
- In the new window select "Submit a Complaint"(filing a complaint).
"Submit a Complaint"
- Now paste the link to the product.
- Then describe the situation in detail, for example, the product is presented in the wrong category.
- Also select one of the five reasons why the complaint is being made. In the case of a product from the wrong category, select a number "3".
- In the field with the name "Description" describe the situation clearly. All information must be written in English. To do this, you can use an online translator.
- No documents are particularly needed here, but if you wish, you can attach screenshots that the product is indeed in the wrong category.
- When everything is filled in, click "Submint" and the complaint will be sent.
Your complaint has now been sent for consideration. To track its status, check the complaint center frequently or wait for email notifications.
Is it possible to sue Aliexpress?
Undoubtedly, if you decide to apply for Aliexpress to court, it means you have a situation that you couldn’t resolve with the administration. But is it worth doing this at all?
First of all, let us recall that Aliexpress is a Chinese platform, and therefore its registration is Chinese. Thus, to sue the site, you will have to go to China.
In addition, the Chinese are cunning people and can easily sue you in response. Believe me, it’s not difficult to find a reason.
Thus, you should think very carefully before filing a lawsuit, especially since this event will cost you a lot of money, so is it worth doing it at all?
If you think it's worth it, then go for it, but be prepared for anything.
Video: How to file a complaint against an Aliexpress seller?