How to remove the appeal to aliexpress. What does an appeal to Aliexpress mean, what documents are needed? What does "your appeal against Aliexpress is being processed" mean in "appeal pending"? What type of complaint to choose

Aliexpress.com is a Chinese marketplace that contains a wide range of products offered by various sellers.

Chinese eBay

Aliexpress is called the Chinese eBay, for its similarity, but only new, previously unused products 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 Aliexpress assortment is simply amazing, and this is not surprising - here is an assortment of a great many small online stores in the Middle Kingdom. But this also has its drawback - the same products are duplicated on the site several times for the same reason - many sellers put up similar products.

Among the disadvantages of the trading platform is the fact that some lots are not sold at retail, they are sold in bulk or small wholesale.

However, there are no minuses without pluses, and in this case, the plus is that the prices for the same goods can be different, buyers have the opportunity to find the lowest cost of the goods. True, it is not very convenient to search for the most profitable options on the site.

On Aliexpress, buyers can communicate with the seller directly, and negotiate a discount, additional accessories, and learn detailed product details.

Aliexpress offers several ways to pay for goods, Visa, Mastercard, Maestro cards are accepted, as well as Moneybookers, QIWI, Western Union, money transfers, bank transfers. The buyer can protect his money by transferring it to the seller only after confirmation from the buyer that the package has been received and the goods are of high quality. Some sellers work on a prepaid basis.

Delivery of goods depends on the conditions of the seller, it can be express delivery included in the price of the goods, and delivery for a fee. But some sellers do not have delivery at all. Delivery time - 1-3 weeks.

When sending the goods, the seller informs the buyer of the tracking number, by which you can find out where your order is now.

Not without problems

Sometimes, due to an oversight or fraud of the seller, troubles occur, and the buyer receives defective goods, or not getting it at all.

The buyer receives a tracking number, but in reality the goods are sent to a completely different person who lives at a different address. Moreover, "fake" tracking numbers are sent to dozens of buyers, in which case you can appeal to 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 did not receive the selected product, which, according to the terms of the seller, was paid in advance, you can file an appeal - a complaint from the site administration. As a rule, they thoroughly investigate each case of fraud, and take action against dishonest sellers.

If the seller's honesty is in doubt, the orders made by the buyer are frozen at the initial stage, and the seller is given the opportunity to confirm honesty. If he fails to do so, 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:

And in this case, the buyer was allegedly sent an invoice number, by which he could track the movement of the parcel and receive it on time.

If the seller could not give a clear answer to the administration's requests regarding the shipped goods, the buyer must return all the money transferred earlier within 1-2 weeks. If they do not return within this period, you will need to contact the support service again.

You can see how the money will be returned as indicated here:

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You need to go to the details of the selected product, click on "Payments", then "More about refunds", and then click on button 3, where you can see when the refund process was started. Information that the refund was successfully completed, the buyer will be able to see on bank card or from another source. But you will no longer receive the goods - you will need to order it again, from a more conscientious seller.

In order to minimize such troubles, the buyer can get acquainted 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!

If you are not satisfied with the quality of the goods that you ordered on Aliexpress, or the package did not arrive at all, then the buyer has the opportunity to open a dispute. First, the buyer and seller are given 15 days to try to negotiate between themselves. If during this time no solution was found that would suit both, then the dispute will be aggravated either by the buyer himself, or automatically 15 days after its opening. The decision on an aggravated dispute is made by Aliexpress mediators - an independent commission that considers the details of the dispute, evidence from both parties and makes a decision.

But far from always, mediators made the decision that would suit the buyer - or offered a very small amount of return, or even took the side of the seller and closed the dispute in his favor so that the buyer did not receive any compensation for the product that did not suit him. And it was not so easy to complain about the decision of the mediators. Yes, buyers wrote to the Aliexpress support chat, contacted via all available Aliexpress e-mails. But very rarely, when their requests were responded to and the decision of mediators on an aggravated dispute was reviewed. Their decision was considered final and not subject to appeal. Although, it is worth agreeing that mediators are still ordinary people. And they also make mistakes.

But now Aliexpress has a very important opportunity for those buyers whose aggravated dispute was not resolved in their favor, or the amount of compensation turned out to be very insignificant - you can file a complaint against the result of the aggravated dispute. And a special commission will once again check the details of the dispute and issue a verdict on how accurate the decision of the mediators was. That is, the decision of the mediators was not the final authority, and the buyer had a chance to achieve justice even after the end of the aggravated dispute.

How to file a complaint after an escalated dispute.

After the escalated dispute is closed, the buyer has 7 days to file a complaint. To do this, you need to go to the details of the dispute and there you will see the link "Submit a complaint".

And below is a field for describing your problem, where you will need to describe in English why you think the decision of the mediators is wrong. The maximum text size is 1000 characters.

After you submit your request, the status of the dispute will change.

The Aliexpress administration promises to consider these complaints within 15 working days. Once a decision has been made on your complaint, an email will be sent to you. And also in the details of the dispute there will be an inscription that the appeal has been processed and a button "View results", where a decision will be made in English - either positive in favor of the buyer, or negative - when the decision of the mediators is recognized as correct.

If the decision of the mediators is found to be incorrect, then the buyer will be offered compensation in the form of coupons for further purchases on Aliexpress, which will appear in your personal account 5 working days after the decision on the complaint. You can choose either one coupon for the entire amount, or break it into several coupons of a smaller value (Let's say either one coupon for $20, or 4 coupons for $5 each). Coupons must be used within 60 days!

And please note that when using these coupons, in the event of a dispute, you will only be refunded the amount that you paid extra for the product. The coupon will not be returned either. Therefore, you should not pay with coupons for dubious goods from unverified sellers.

If your complaint was negatively resolved, then most likely you have no chance of receiving compensation. Although there is a small opportunity to get justice by leaving a review on the work of the dispute resolution service. You can find a link to the feedback questionnaire in the details of the dispute.

Fill out this feedback form in English and then you just have to wait.

Perhaps, having received your negative feedback, the dispute resolution service will once again review the details of your Dispute and there will be a chance that the decision will be made in your favor.

It is impossible to send 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 opened. How to write a complaint to AliExpress and restore the rights violated by the seller? More about this in the framework of this article.

General rules for writing complaints on AliExpress

Registered users are entitled to use the buyer protection program in the following cases:

• the goods have not been received;
• The product received does not match the characteristics described on the site.

A timely complaint and an open dispute will allow you to issue a refund. How to complain and how to send an appeal to AliExpress, users decide on their own.

Buyers have the right to file a complaint against any AliExpress seller if there are circumstances that lead to the conclusion of a violation of the rules of the marketplace, including:

• in case of violation of intellectual property rights (IPR protection) - the administration of the resource stops the attempts of sellers related to the violation of copyrights of manufacturers of goods;
• when offering to purchase goods prohibited by domestic and international legislation, as well as goods prohibited for sending by mail (violations of placement);
• in case of violation of the established trading rules, that is, in case of fraudulent attempts against the buyer: for example, if there is an early confirmation of the delivery of the goods before the buyer actually receives it in order to receive payment faster;
• upon detection of violations of various kinds, such as duplication of publications, indication of an underestimated price that does not correspond to reality, the use of spam mailings, phishing and the use of other prohibited methods to increase sales.

We recommend that you send a complaint in English - this will facilitate and speed up the process of considering the appeal. Indicate the facts that indicate a violation of your rights as a buyer, attach photo and video evidence. Do not use insults and emotional expressions - a properly executed complaint is equivalent to a formal complaint.

Please note that a complaint related to a violation of the rules of the marketplace may also apply to the buyer. We recommend that you familiarize yourself with the agreement and rules during registration and comply with them.

How to file a complaint with the seller personally

Before filing a formal complaint, contact the seller directly to resolve the issue. Conscientious sellers who care about reputation and positive reviews clients, they try to resolve disputes 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, click on the "Send message" link.

If the seller does not respond or otherwise deliberately delays the solution of the problem that has arisen, do not hesitate to file a formal complaint. Restoring the deadline for applications (15 days) and returning the money after the deadline will subsequently be problematic.

Address the seller tactfully, without insults and emotions. Responsible sellers in such cases, in the presence of their fault or factory defects, are willing to return the money in exchange for the return of the goods. Please note that the postage for returning the goods is borne by the buyer, therefore, in some cases, with an insignificant price of the order placed, it may not be appropriate to get involved in a conflict and demand a refund - you will remain in the red.

How to write a formal complaint about the seller yourself

A complaint for the purpose of a refund in the absence of a parcel or inconsistency of the declared characteristics of the goods with the real ones is sent within 15 days after the expiration of the receipt of the goods. All this time, the funds are blocked and the seller cannot withdraw or cash them out. After 15 days from the date of delivery of the products to the buyer, its cost is transferred in full to the seller's account. This is the basis of the Buyer Protection Program.

Each buyer can file a complaint with AliExpress on their own. If you encounter difficulties, use the step-by-step instructions:

If you want to open a dispute, please follow the steps below:

For detailed instructions on how to file a complaint against a seller, see the video:

The status of the complaint is indicated in the "Report Center" section in the "My Reports" tab. To search for a specific case, use the filter, which will allow you to find complaints both by status and by case category. When the status changes, a corresponding notification is sent to the user. You can contact the AliExpress administration directly at the addresses Email: [email protected] aliexpress.com and [email protected] This will speed up the review process.

"Aliexpress" is familiar to many Internet users. Here you can buy almost everything, from hair ties to mink coats. However, what if the goods did not arrive, and the customer does not get in touch? Perhaps the thing that came is broken or does not meet expectations? Appeal to "Aliexpress" is a reasonable decision.

What is an appeal?

An appeal is an appeal against a court decision in higher instances. It can also be an appeal to higher authorities with complaints on any issues. This concept is actively used in judicial practice, applicable to both administrative and criminal cases.

In fact, an appeal to Aliexpress is the opening of a dispute. In turn, a dispute is a correspondence between representatives of the site and a buyer who is dissatisfied with the purchase. It is in the dispute that the issue of a refund or replacement of a thing is decided.

When can a dispute be opened?

An appeal against Aliexpress can be filed in a number of cases:

• The product did not arrive. The promised time has already expired, but the goods have not reached the addressee. There are times when the seller may increase the delivery time. However, the buyer must be warned about this. This may be due to problems at customs or the work of the postal service.
• The product does not match the parameters specified by the seller. It could be like specifications, and the size of things. The same applies to the shade of clothing, the style and pattern of the fabric.
• The product arrived in non-working condition. A cracked phone screen, a torn jacket, or broken glass can all be the reason why a buyer decides he needs an appeal against Aliexpress. How to do this is described below.

How to file an appeal against Aliexpress

To open a dispute on the Aliexpress website, you must go to the page with the ordered goods and click on the "open dispute" button. The system immediately redirects the user to the page of this order.

The buyer is invited to answer a series of questions in the questionnaire. First of all, you need to indicate whether the goods have arrived or not. It should be noted that comments with what exactly happened to the product will have to be written in English. Online translators help a lot with this.

After an appeal against Aliexpress has been filed, the administration gives time for the customer and the seller to agree among themselves. If this does not happen, then the "aggravate the dispute" button appears. Pressing it means that an agreement could not be reached.

Evidence in dispute

In order for the appeal against Aliexpress to be decided in favor of the buyer, he needs to provide evidence. If the goods have not yet arrived, then you should make sure that it is not tracked and the seller cannot prove the opposite.

In the event that the goods arrived with a marriage, you should shoot it on video. By the way, those who often order something on this site recommend filming the moment the package is opened at the post office. This helps to prove that the item arrived in that condition and was not broken by the buyer.

The same should be done if the product does not match the description of the seller. It is desirable to make a video of high quality so that you can see what exactly is wrong with the product. Although in some cases a photo is enough. For example, if the dress is torn or the glass of the watch is cracked.

Closing the dispute on "Aliexpress"

What should I do if I managed to agree with the seller on a refund? To do this, there is a button "cancel dispute". However, do not click on it if the money has not yet been returned! It should be remembered that you cannot open a dispute twice for the same order.

You should also remember that you can not close the transaction before the buyer has verified the quality of the goods. Otherwise, you can appeal it only within fifteen days. Therefore, before closing a deal, you should check the quality of the item you are buying.

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Each of us, at least once in our lives, has had contradictions as a result of the acquisition of a particular purchase, therefore, it will not be an exception. Those who already have even a little experience of ordering on it know that any disagreements, whether it be the unacceptable quality of the goods or problems with tracking the package, are resolved through opening a dispute.

However, this method works under the condition that many simply do not pay attention to, but in vain. Not many people know, but one of the extreme methods of influencing the store is a claim, so this time we'll talk about how to file a complaint against the seller on Aliexpress.

It's no secret that we are talking about a huge trading platform that provides an opportunity to trade to anyone who properly arranges their virtual storefront and pays a certain fee for the right to place their goods, which means that if you have any difficulties with the order, then first the turn is necessary first, who sold it to you, but if it was not possible to agree through negotiations, then you can try to start a dispute and already within its framework try to find a mutually beneficial solution.

The last radical method of influencing the store is to file a complaint against the administration of the site, which we will talk about in detail when analyzing the question of how to complain about the seller on Aliexpress.

How to write a complaint about Aliexpress to the Seller

On the this moment writing a complaint about the 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 “Filing a claim”

Depending on your situation, choose the option you need and proceed to the next step. We will not analyze the opening of the dispute now, since we have already compiled step by step instructions with in a similar situation.

By choosing the “Submit a Report” option, you will be redirected to the next subsection, it’s already more interesting here, you will need to more accurately determine the reason why you want to send a complaint to the Aliexpress administration. In total, 4 types of requests are available, namely:

• IPR Protection - infringement of intellectual property rights
• Restricted or Prohibited Products - goods prohibited for sale
• Trade Rules - violation of the rules of trade (the most popular type among buyers)
• Search Related Violations - manipulating search results

Among ordinary users, as you can imagine, the most sought-after type naturally concerns trade violations, which can easily include the seller's requests to confirm receipt of the goods even before they are actually delivered, deceit as a result of a dispute and conflict situations that failed solve in other ways.

We will assume that you decide to complain to Aliexpress about the store due to a violation of the rules of trade and select the “Trade Rules” item. Now you need to correctly send it to the platform administration for consideration.

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 in the “Order Number” field, there is nothing to explain here, just enter the one with which you have any questions. Next, we tick off the answers we need:

• Is your order completed or not? (Is your order already completed or not?)
• Did seller induce you to confirm receipt of delivery before the product arrived? (Did the seller trick you into acknowledging 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 how exactly he tried to deceive you, describe all the details in English in the form below, if necessary, you can attach a photo or documentary evidence. By the way, right there you have the right to demand the seller to provide you with a full track code with the ability to track by selecting the item "Claim having sent goods and provide a valid tracking number".

At the very end, check your contact details, edit if necessary and file a complaint against the seller on Aliexpress by clicking "Submit Request". The result of the proceedings will be sent to you by e-mail, among other things, you can follow the result of the decision on a special tab for this.

Depending on the complexity of the issue and the workload of the administration, the answer may come as early as the next day, or three days later. Be careful and send requests only when you have irrefutable evidence for this.

Otherwise, a response complaint may be sent against you, and if it turns out that you have provided false data, your account will be blocked without any refund.

How to complain about TMALL - Hotline

With the advent, which is mainly aimed at users from Russia and the CIS countries, a certain proportion of buyers have certain questions from time to time, and no matter what, if something did not suit you, 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 file a complaint with TMALL exclusively through the operator (top right " " on home page section). The usual opening of a dispute would be inappropriate here. Free operators are always in touch, so it will not be difficult to quickly resolve your issue.

Despite the fact that TMALL and AliExpress are hosted 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 match the description or declared characteristics.

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