Is it possible and how to sue Aliexpress? Aliexpress – appeal: what documents are needed? What does an appeal to Aliexpress mean?

» is already quite a large market for purchasing a wide variety of goods on the Internet. The store is visited by a large number of customers, and many sellers also work with it. This plus is also a minus, since among the huge number of trading operations, fraud can also occur.

What to do if you become a victim of fraud on the site " Aliexpress"? Is it possible to achieve justice in this case? In today's review we will talk about how to appeal a “ Aliexpress».

What is an appeal?

Before discussing the topic, let’s figure out what this appeal actually is? An appeal is a kind of complaint that is designed to challenge court decisions when we completely disagree with it. It is submitted to the appropriate appellate court.

For example, in our case, if you buy a product on " Aliexpress", and you are not at all satisfied with your purchase, then you have the right to open a dispute. That is, contact the store so that it corrects this situation. But if you lost this dispute and do not agree with this decision, then you can file a complaint by contacting the store administration directly. This will be your appeal.

To appeal the " Aliexpress", you should perform the actions that we describe below.

How to file an appeal against Aliexpress and what documents are needed?

« Aliexpress» is not just an online store, but an entire trading platform with which thousands of different stores deal. Products may also vary, including in their quality. As we have already said, there may also be scammers here who deceive buyers and sell defective and counterfeit goods. Or they may not send the parcel at all.

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

Thus, the site administration provided its customers with certain protection in the form of the ability to open disputes, after which any seller returns the money (the money is stored in a special place, and the seller receives it only when the buyer is satisfied with the purchase, otherwise the money is returned to the buyer).

You can give some example of how you can understand that you are being deceived. For example, if you are offered a good phone for $20, then in the end you will only receive some of its spare parts in the package. Don't jump on very low prices right away.

So, to file a complaint about “ Aliexpress", do the following:

• Go to the website " Aliexpress» and log in
• At the top of the site, click on “ Help" and further - to " Filing a complaint»

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

• Next, the interface may change to English. No big deal, just follow the instructions. Click on " Submit a Complaint».

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

• Then in the new window, paste the link to your product into the field provided.

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

• Then explain why you are filing a complaint. For example, a product belongs to a completely different category.

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

• Next, you will need to clarify the reason for the complaint. Select one of the suggested problems

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

• In the new window at the bottom in the field " Description» Describe your problem in English. Use online translators if you don't speak English well.

What does an appeal to Aliexpress mean, what documents are needed? What does it mean “your appeal to Aliexpress is being processed”, in “pending appeal” How to remove an appeal to Aliexpress

That's basically it. There is no need to present any additional documents. Just fill out the application. If necessary, attach photographs to your complaint confirming that there is something wrong with your product.

Is it possible to sue Aliexpress?

In any situation, you can sue any organization or person if you could not agree otherwise. But in the case of " Aliexpress“It will be very expensive. You won't go to China, will you? Even if you manage to do everything, you will spend more than you win.

In addition, you may also be sued in response. It is best to solve the problem as suggested above. You can cancel your appeal at any time in your " Personal account» on the page for opening disputes. Here you can see how your appeal is being processed or has already been accepted.

Video: How to file a complaint against an Aliexpress seller?

is one of the largest trading platforms in China, where thousands of sellers offer their goods. The quality of the product, as well as the level of service, may vary. Unfortunately, sometimes you come across not entirely conscientious sellers who may sell defective goods, fakes, or even try to deceive the buyer.

Aliexpress has buyer protection, so in most cases the seller can get his money back, exchange the product, or ask for partial compensation without any problems.

What is also unpleasant is the presence of many small deceivers who are ready to resort to various frauds in order to sell their goods more successfully and quickly.

For example, a large number of products are not displayed in their category (you are looking for phones, but in the search there are only cases, etc.). Products offered at ridiculously low prices are also an obvious scam (You order a phone at a price of $20-120, but in the end you only get a memory card, since the phone costs $120). Taken together, all these machinations greatly interfere with normal searches. It turns out that you can also file a complaint against such sellers.

How to file a complaint against an Aliexpress seller?

There are two ways to file a complaint against an Aliexpress seller:

1. Open dispute;
2. Write to the Aliexpress administration.

To file a complaint by writing to the Aliexpress administration, you must click the “Help” button in the upper right corner of the site’s main page and select “File a complaint” in the menu that opens.

In the window that opens, you need to select one of the possible options (dispute or complaint). At the moment we are interested in the question: “How to file a complaint against an Aliexpress seller?”, so we select “Submit a Complaint”.

The first step in filing a complaint against Aliexpress is to provide a link to the product page.

Let's describe this process using the example of a product that is presented in the wrong category.

Complaints about Aliexpress are divided into 5 types:

1. Counterfeit Products;
2. Restricted or Prohibited Products;
3. Search Exposure Cheating (search engine deception);
4. Influencing toward Off-line Trading (settlements outside Aliexpress);
5. Publishing False Information (publishing false data).

In our case, you need to select the third item - deceiving the search engine. Click the “Report” button in the selected section. In the new window that appears, you can select a more precise reason for the complaint. In our case, we choose the first category.

Below, in the “Description” field, you can indicate in your own words a more precise reason for the complaint. All information must be presented exclusively in English. If necessary, you can add a file. These fields are not required, just select the required item and click “Submit”. The complaint has been sent.

You can also send a photo report of the theft, a report on the illegal activities of phishing sites and other violations by clicking on the appropriate links.

What should you do after filing a complaint?

After you have filed a complaint against Aliexpress, do not forget to visit the complaint center account and view the status of your complaint. You will also be sent an email notification requesting your response. Therefore, Aliexpress recommends regularly checking your permanently registered email.

What should you do if someone files a complaint against you?

You can view the complaint filed against you in the complaint center account. To resolve this situation, you must provide Aliexpress with evidence of your innocence. This could be correspondence history, photos, etc. If you do not take any action, the Aliexpress administration reserves the right to take additional measures, including canceling your membership (after prior notice).

If the complaint status is “Waiting for a response from the interlocutor” or “processing”, be patient and wait for further instructions from the Aliexpress administration.

If you are not satisfied with the quality of the product you ordered on Aliexpress, or the package has not arrived at all, then the buyer has the opportunity to open a dispute. First, the buyer and seller are given 15 days to try to reach an agreement between themselves. If during this time a solution has not been 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 sides and makes a decision.

But mediators did not always make a decision that would suit the buyer - or they offered a very small refund amount, or even took the seller’s side and closed the dispute in his favor so that the buyer did not receive any compensation for the product that he was not satisfied with. And it was not so easy to complain about the decision of the mediators. Yes, buyers wrote to the Aliexpress support chat and contacted all available Aliexpress emails. But it is very rare that their requests were responded to and the mediators’ decision on the aggravated dispute was revised. It was believed that their decision was final and not subject to appeal. Although, it is worth agreeing that mediators are still ordinary people. And they also tend to make mistakes.

But now Aliexpress has a very important opportunity for those buyers whose aggravated dispute was resolved not in their favor, or the amount of compensation turned out to be very insignificant - you can file a complaint about the result of the aggravated dispute. And a special commission will once again check the details of the dispute and render a verdict on how accurate the mediators’ decision 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 aggravated 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 “Submit a complaint” link.

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

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

The Aliexpress administration promises to consider these complaints within 15 working days. Once a decision has been made on the complaint, you will be sent an email. 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 in English a decision will be made - 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, the buyer will be offered compensation in the form of coupons for further purchases on Aliexpress, which will appear in your personal account 5 business days after the decision on the complaint. You can choose either one coupon for the entire amount, or split it into several coupons of smaller value (For example, either one coupon for $20, or 4 coupons for $5). These 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 you paid extra for the product. The coupon will also not be returned. Therefore, you should not pay with coupons for dubious products from unverified sellers.

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

Fill out this review form in English and then all you have to do is 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 a decision will be made in your favor.

"Aliexpress" is familiar to many Internet users. Here you can buy almost everything, from a hair tie to a mink coat. However, what to do if the goods have not arrived and the customer does not get in touch? Perhaps the item you received is broken or does not meet expectations? An appeal to Aliexpress is a reasonable decision.

What is an appeal?

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

In fact, an appeal against 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 refund or replacement of the item is resolved.

In what cases can you open a dispute?

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

• The goods did not arrive. The promised period has already expired, and the goods never reached the addressee. There are cases 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 postal service.
• The product does not meet the parameters specified by the seller. These can be both technical characteristics and the size of the item. The same goes for the shade of clothing, style and pattern of fabric.
• The product arrived in non-working condition. A cracked phone screen, torn jacket or broken glass - all this could be the reason why the buyer decided that he needed an appeal to Aliexpress. How to do this is described below.

How to file an appeal against Aliexpress

To open a dispute on the Aliexpress website, you need to go to the page with the ordered goods and click on the “open dispute” button. The system immediately redirects the user to the page for this order.

The buyer is asked 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 about what exactly happened to the product will have to be written in English. Online translators are very helpful with this.

After an appeal against Aliexpress is filed, the administration gives time for the customer and the seller to come to an agreement among themselves. If this does not happen, then the “escalate the dispute” button appears. Pressing it means that no agreement could 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, you should make sure that they are not tracked and the seller cannot prove otherwise.

If the product arrives defective, it should be recorded 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 prove that the item arrived in this condition and was not broken by the buyer.

The same should be done if the product does not match the seller's description. It is advisable to make the video 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 watch glass is cracked.

Closing a dispute on Aliexpress

What to do if you managed to agree with the seller on a refund? There is a “cancel dispute” button for this. However, do not click on it if the money has not yet been returned! Please remember that you cannot open a dispute twice on the same order.

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

The parcel arrived without a smartphone, the dispute was lost and closed, the account was blocked, I can’t file a claim!

DOWNLOAD ALIEXPRESS MOBILE APPLICATION

07/27/2017 paid for order No. 85542677491895 smartphone Meizu M5 Note in the Eternal Team store for RUB 12,168.71.
08/04/2017 The parcel crossed the border with a violation of the packaging, access to the attachment, and a difference in weight (instead of 508g it weighs 331g). The violations were recorded by Act No. 41376 dated 08/04/2017 Russia_Moscow_Vnukovo MMPO Workshop No. 1.
08/09/2017 I received a notification to receive a parcel with tracking number RB293148069SG.
08/10/2017 The parcel was opened at the post office, there was no smartphone in the parcel. The postal employee drew up an opening report. I wrote a refusal to receive the parcel.
08/11/2017 The parcel was sent back to the seller.
08/12/2017 On the Aliexpress website I opened a dispute with Eternal Team asking for a refund. The seller refused.
08/13/2017 Aliexpress decided to return my money in the amount of 12,168.71 rubles.
08/14/2017 I made the decision from Aliexpress.
08/17/2017 on the last day of the dispute with the seller, Aliexpress made a new decision to return my money in the amount 0.00 RUR. and blocked my account!

Within 7 days I have the right to file an appeal against Aliexpress, but! The system does not allow me to file a complaint against Aliexpress's decision.

For three days, through Aliexpress customer support in online chat, I tried to solve the problem with unlocking my account and returning the funds, but still no results! (today 08/22/2017)

I believe that the AliExpress Service and the Eternal Team seller act together, engage in fraud and deceive buyers, do not try to understand the situation and do not handle the dispute properly.

Through the Alibaba website... nothing works either... no access - blocked!

Can you please tell me what to do? How can I get my money back? Buyer protection is still over!

ALIEXPRESS ACCOUNT HAS BEEN BLOCKED!!

Guide to aliexpress | Official support| Complain

Answers: 27

Ali Profi

It’s a shame that this happened, for some reason Aliexpress thought you were a fraudster and therefore blocked you. Unfortunately, this happens, ordinary people fall under the distribution.

What to do in this situation? You can contact the support service via chat, write a complaint, providing evidence of your innocence. If authorization is required, simply create a new account in Aliexpress.

Ali Profi

In general, if you receive an expensive parcel, its unpacking should be filmed right at the post office. If you don't have proof that the package arrived empty, you won't achieve anything.

Attached to the parcel was an ACT regarding violation of packaging, access to the contents and difference in weight, recorded at the first stage after crossing the border in Vnukovo...

I didn’t have the opportunity to take a video... I took a photo...

Ali Profi

I did, of course!!! But the act was written by hand - maybe this is the problem..... I just didn’t provide the information from the Russian Post website - parcel tracking... it shows that at the first check-in point after crossing the border, the package already had a difference in weight... There was already no access!!! I can’t follow the links above either - no access!...temporarily disabled! I uploaded my entire history in photos and screenshots to the photo hosting site.....when writing the question. I can’t create a new account either, there’s another unreceived order hanging there!

Ali Profi

Create a new account on Aliexpress using a different mailbox, if not, create one. This way you can at least reach support.

Created…..how to proceed from there?…no orders, no disputes, no way to file a complaint!

"Eternal team": my dear
Here's a way you can address this debate.
In the dispute I had to appeal against bots.
So could you please check and uplaod all these documents in it.
If there is no such Botton, please don't worry, just send all these pictures to Ali customer service, let them help you contact this.
/: 008 /: 008 /: 008
To have a good day!
Yours sincerely.
Tori-Eternal Team
PS: Due to the weekend, email will be answered a little late, please don't worry, we will reply to you as soon as possible, happy weekend!
Please comment on the seller’s message….I don’t quite understand what he means….what is he offering me?

Ali Profi

There, select a section (I think in your case MY ORDERS or MY PROFILE) and start communicating.

Ali Profi

Sorry! Don’t give up, write how the epic ends, it will be interesting to know the result. Aliexpress was very angry that many from Russia cheated sellers, now normal buyers are paying.

Please tell me what I can request from customs, what documents?...to identify the place where the phone was stolen...Or is this not possible?
I have a report on violation of packaging, access to the attachment and the difference in weight from Moscow_Vnukovo MMPO workshop No. 1….at what point is it drawn up?….What can you judge with it in your hands? Thank you.

Ali Profi

It’s better for you to call customs and ask everything there, or it’s better for them to contact their own security department. I won’t tell you the phone numbers, you can look for them yourself on the Internet, they will tell you exactly how to write a claim. If they kick you there, then go to the prosecutor’s office and write a statement against them and then they will find you themselves 😉

I emailed them today...I'll see what they say!
And what does this act Moscow_Vnukovo MMPO workshop No. 1 say? Where was the theft in Russia or in China? do not know?
I'm filing a claim by email!
By the way, nothing worked out with Ali with the second account! IP same ID too...)))

Ali Profi

Most likely in Russia, there is already more than one program on TV that postmen themselves simply steal packages and throw the packages into the forest. I have no words…

Yes, I agree...but this doesn’t make it any easier for me...no money, no phone.....(((And Ali doesn’t seem to be going to remove the blocking...(((

The same situation. I lost the dispute because I indicated “empty package,” when it contained “shower gel” instead of a phone. The account was blocked immediately as soon as I opened a dispute. I took a video of the unpacking, there are official documents from the post office, the parcel was refused, the parcel has already been returned from customs in Sheremetyevo. The video was not loaded on the site. I dropped the links. Repeatedly contacted those. online chat support. “Yes, everything is fine, don’t worry, our team will sort it out..” Their advice is useless and even harmful. I contacted the seller to send me the details of the phone sent to me so I could contact the police. I ignored the request. And to prove that he sent me the phone, he posted a picture of the phone in a different color and the number is not visible on the package. And the dispute service did not pay attention to this. The dispute was closed in favor of the seller. I think the appeal will not be considered either. That is, I have no money, no phone, all the evidence is in hand. By the way, I provided a parcel tracking track with refusal and return, and a translation of the Acts, and screenshots from the video. And I was accused of fraud because the topic of the dispute was not the right one! What is this? What to do in such a situation? That is, Ali officially admitted that his sellers can sell soap to buyers instead of a phone. (I don’t know if there was a phone in the package) And if the buyer indicated the wrong reason for the dispute, then he is automatically a fraudster.

Ali Profi

Aliexpress is stuck because it conquered the market, it’s a pity that this happened to you, the problem is that the store is in another distant country and our hands are short. Sadness...
It’s better to buy such things on Gearbes or - there the store itself is the seller and fights for customers.

I think at this stage Ali is a big scam. I have never taken part in such things, everything is always only from trusted sellers and online stores. According to the “product-money” principle. And here I fell for the imaginary protection of the buyer. At the moment, my parcel is being returned, I refused to receive it, it actually remained in the possession of the seller. They see this and announce that they are writing off the money in favor of the seller. Isn't this a scam? What store can afford this? They came up with rules, disputes. What insanity, I chose the wrong topic of dispute - you are a fraudster, block, money to the seller. But what about the laws? Or do they just have their own laws and rules? I think in my situation and Elena’s situation, Chargeback is the way out. Moderators and so on are robots. They will be kind, wait, wait.. It’s not profitable for them to help us, they feed off our money. Are there any people on Ali at all? Did Alibaba (oh, they didn’t call it for nothing) answer anyone? I want to complain, there is some way to write in contact

Ali Profi

Things are a little different here. Aliexpress is not an online store, but an online market; its founder simply gathered Chinese sellers under his wing and takes a percentage from them for it.

The problem is that in Russia there are many dishonest people who began to deceive sellers and teach others this from YouTube. It is clear that when this became widespread, Aliexpress began to take action.

And here the logic is clear - the seller is more expensive to him, if he is generally normal, he brings in a lot of money, and it is easier for them to ban you than him.

It's just business and nothing personal!

Good day everyone! You know, it’s clear that there are a lot of scammers in Russia, but you can’t put one size fits all!!! In my case, the seller, in the process of resolving a dispute, also sent a video that does not open in full size, and the broadcast is in a thin strip at the top of the screen... of course nothing is visible! Well, it seems like there is a video, but nothing is clear from it... I asked for a scan of the invoice... - they sent me an editable document (Excel), and you can edit anything in it... I didn’t get a scan - they said: “no!, please do it.” yourself, it’s very easy to do it yourself”... I asked for a receipt for payment for shipping services - they sent it... but the date on it is small in the corner: 08/26/2017, and the parcel was sent by them on 07/27/2017.....they probably didn’t notice when the document was corrected)))...or they think we are completely fools! Well, in general, maybe it’s right….we send money to no one knows where and to whom for air…..and we hope for honesty!
My story is not over yet - it’s in progress....I’ll write back later...))) All the best to everyone!!! and better watch who you buy from and what!!! I also apply this to myself...Good afternoon! It’s unfortunate…..I sympathize!!! I am since 08/11/2017. I’m trying to reactivate my account, each time presenting new evidence that I’m right! So far everything is to no avail... I think it will remain at the same level! I have official answers to my requests, which I naturally submitted to Ali, from the Federal State Unitary Enterprise \"Russian Post\", the Ministry of Telecom and Mass Communications of the Russian Federation, Roskomnadzor of the Russian Federation, the Federal Customs Service of the Russian Federation, that the package crossed the border already damaged and with a difference in weight.... The result is zero! It looks like no one is paying attention to us there!...the time is approaching 5 days for the end of the appeal consideration...they send an answer without understanding it - with regrets that it is not yet possible to reactivate the account...because... You are a fraudster!\"))) And regarding your sudden deactivation of your account... I think they are probably carrying out a purge.... whoever has ever participated in disputes - OUT! Interesting...not through the website, but in some other OFFICIAL METHOD, is it possible to reach them?....or ALIBABA?

Ali Profi

I think it will be difficult to get out, but you know, I think we will soon say goodbye to Aliexpress - for Russia - there will most likely be a separate website and delivery only from Russia, so I’m not worried.

Ali Profi

Moreover, I actually live in Belarus, and here the restrictions are 22 euros with Ali - in Russia it will soon be the same, since the bureaucrats are worried that nothing will fall off for them, so everything will be sad soon - definitely.