Friday, April 28, 2017

My Aliexpress Account got Suspended!



It all started with this message I got from Aliexpress.  I tried to raise a dispute on an item I had not received.  I ordered the item back in January or February but it still had not arrived.  Most times, items take a long time to ship or they are not shipped at all.  It seems to be happening more and more these days.    

In past years, you could open a dispute knowing that your purchase was protected by the Aliexpress Seller Guarantee that said you would be refunded if the item you purchased wasn't received.  At first it was 30 days, now it is 60 days.



I think the problem I am encountering is that because the shipping is so slow, several months to be exact, I have had to open a number of disputes for non receipt of items.  Because after 60 days, you just don't know if you will ever get the stuff you ordered from Aliexpress.  

So now they have blocked me from making any further disputes, despite the seller guarantee that they offer.   I tried to contact Aliexpress support below but they were no help.  I contacted them twice to no avail.  Here's my recent chat log with them.



View Message History




Invo_18:35

Hello,I am a service consultant Invo_

Invo_18:35

Thank you for contacting AliExpress. My name is Invo. How may I help you?

me18:36

hello, i contacted aliexpress support last week about inability to raise dispute. i was told it would be resolved by tuesday. it is now thursday and i am still not able to raise a dispute. please help.

Invo_18:37

I see.

Invo_18:37

May I know your name and order number please?

me18:38

order number is xxxxxxxx.   name is me.

Invo_18:38

Thank you for the information you have provided me

Invo_18:38

May I know why do you want to open a dispute?

me18:39

because i ordered this on feb 27 and it is now 60 days, and i still have not received the item.

Invo_18:39

I am sorry to hear that you still have not receive your order. Rest assured that I will help you with this. 

Invo_18:39

May I know if have you tried to contact the seller about this issue?

me18:40

yes, initially he offered to refund, but i said i could wait but now i'm thinking it will be another two months will be too long, so i would like to get the refund.

me18:41

unfortunately the system will not let me raise dispute and i don't know why

Invo_18:41

Thank you for confirming this to me.

Invo_18:41

I am sorry to know that you were unable to leave a feedback or open a dispute. Rest assured that I will help you with this.

Invo_18:41

May I know what was the error when you tried to open a dispute?

me18:42

some message about my account is disabled

me18:42

but i don't know why

Invo_18:42

Can I have a screenshot of this error messages please?

me18:44



me18:44

what is the security concern regarding my account?

Invo_18:45

Thank you for the screenshot.

Invo_18:45

Please be informed that your account was still enable in our system, however our system disabled this action since many of our buyers do open a dispute and abusing the protection of Aliexpress.

Invo_18:46

However this concern is common since you are not the only affected many buyers in Aliexpress was affected to so don't worry.

me18:47

so i need to legitimately raise dispute for items that are not received and taking over 60 days, how can i do it?

Invo_18:48

To fix this may I know your email address please?

me18:48

 my email address is xxx@xxx.com

Invo_18:49

Thank you very much.

Invo_18:50

Sorry for the inconvenience, I just checked our system and there's no existing report in our system.

Invo_18:51

In this case  I will send a reactivation request for your account to be enabled again, would that be great for you?

me18:51

thats what the last person said but nothing happened.

Invo_18:52

Exactly since there's no report, don't worry rest assured that I will talk to that agent for you.

Invo_18:52

Do not worry, I have already submitted a request to our system to activate your account in the site.

Invo_18:52

Kindly wait for our Higher Department to follow up to you within 48 hours through email for the confirmation. 

me18:52

please reactivate my dispute function, i will take screen shot of this conversation in case this issue is not resolved in 48 hours.

Invo_18:53

Yes of course, you have the rights for this and don't worry I already sent it for you.

Invo_18:53

Our system says: 

me18:54

is there a way i can check the status of my account?   how can i check it?

Invo_18:55

Yes you can only check it by trying to open a dispute, however it will be done after 2 working days.

me18:56

but by then my orders will have already passed the dispute period, and i have not received those items.

me18:57

so what can you do to help me with this problem?

Invo_18:58

Oh don't worry about that because once the protection time is over, Aliexpress will be given you an extra 15 days of protection time, meaning you still have lots time to open a dispute.

me18:58

can you not raise the dispute on my behalf?

Invo_18:59

Oh I am sorry but it was impossible since we need to open a dispute using your account.

Invo_18:59

Don't worry because I already did what's best for you.

me19:00

if my account issue is not resolved in 48 hours, how can i escalate this issue?  do you have a supervisor for me to deal with?

Invo_19:01

Oh take note it was 48 business hours.

Invo_19:01

Meaning Saturdays and Sundays are not included.

Invo_19:01

Yes of course we have

me19:02

please advise what the procedure will be, should this issue not be resolved to my satisfaction?

me19:03

i need to know how to proceed if i don't get any results in the next few days.

Invo_19:03

Yes.

Invo_19:04

Please don't worry because I never had an issue that was not resolved, also I already provided your information to our higher department once it was done you will be able to open a dispute again.

Invo_19:04

Because I never encountered a issue that was not solved by requesting to our higher department.

me19:05

what is the higher department?  you must understand i dont want to keep doing this.

me19:05

can you tell me what the higher department is and what it does?

ca105334501319:06

and how they can resolve my problem?

Invo_19:06

Higher department is the one who approves the request from lower department.

Invo_19:06

We are only from lower department.

Invo_19:07

Yes because they have the power to enable or disabled, also we are requesting to higher department for the refund as well.

Invo_19:09

So it means they are the one who handle this issue and our job is to forward the issue, also take note that I sent it urgently for you, because I know how important this for you.

I am sorry to know that, but I hope you understand that I already did my part and my best for you, I hope you can appreciate it as well since, I am only from lower department.

Invo_19:11

Also please don't worry because this chat has been documented already.

Invo_19:12

The reference number is the order number you provided which is : xxxxxxxxx

The following morning, I received the following email from Aliexpress ...



Dear custom:

AliExpress is committed to the principle of good faith and the protection of the interests of both buyers and suppliers. To maintain a safe and fair trading environment, our duties and responsibilities require the investigation into areas of clear dishonest trading activities, such as consumer fraud and counterfeiting operating to the detriment of consumers and reputable traders.

After we review your account activity in the Aliexpress Buyer Protection program, we regret to inform you that your account has been suspended considered to be at high risk of Abusing the Buyer Protection Programs. This is because your associated accounts were found continue to violate the Buyer Protection Program rules.

We do not allow:
·         Claiming that an item is ‘not as described’ when the item condition is consistent with the description in the listing.
·         Claiming an item hasn't been received when it has arrived. 
·         Opening a case when you have already received a refund from the seller or reimbursement from your payment provider.

·         Opening a case against a seller to retaliate following previous disputes.
·         Threatening to open a case against a seller in order to get a discount or additional goods and services, when the item arrived in the described condition.
·         A pattern of excessively opening Buyer Protection cases.



If you have any concerns or questions, you may go to the Customer Service and Connect to our agent.


Best Regards,

AliExpress.com Online Trade Security Department


Once you have received this notification, you are in a no win situation with Aliexpress as there is no apparent re-instatement of your account.  Customer Service will not be able to help you either.

In fact, it seems to be happening to a lot of people who open a dispute and then have their account disabled.  You can see more evidence of this here:

https://www.trustpilot.com/review/www.aliexpress.com

For now, it seems I can still buy items off Aliexpress but just can't dispute anything anymore.  So be very careful when opening disputes on Aliexpress, or you will have your account suspended like mine was.

23 comments:

  1. Uggg terrible. Yes shipping came to a drastic length starting in November for me. I needed to extend two timed for lots of items. Stuff would come in 30-60 days suddenly took 60-90. Some times when I went to file a complaint the aliexpress store was shut down by then. Aliexpress is my only option I know for lepin and other block makers.

    ReplyDelete
    Replies
    1. thx for the comment Joe. So I have been keeping track of my purchases thru AE for the past 4 years (yeah, i'm anal that way) and i have raised a total of 35 disputes (some for late delivery, some for non delivery, some for missing or damaged items, etc). I've also cancelled disputes when i've subsequently received the items. So, it would appear, in my case anyways , that 35 is the magic number where they cut me off. Try not to raise too many disputes and your account should still be ok.

      Delete
  2. Too bad! On my last two purchases in AliExpress I had to extend the buyer protection twice to give time for the goods to arrive, one of the sellers gave me a full refund instead of extending the protection a second time. As you say, the deliveries are taking too much time, this has been happening with eBay deliveries from China also.

    What AliExpress should do is make sure that the sellers send complete and undamaged contents, just that would decrease a lot the disputes.

    ReplyDelete
    Replies
    1. Hi Robert, thx for your comment. I agree with you about the complete and undamaged contents. Unfortunately I think most sellers on AE don't actually stock any items, they simply put in a request to a warehouse or factory, and it's the factory/warehouse that has the responsibility of making sure all the parts are in order. Then the factory/warehouse does the dropshipping of the product to us, afterwhich the seller gets his commission. If anyone knows how if that's how it really works, I'd welcome the input.

      Delete
  3. Troubling. I constantly need to ask for extensions 2-3 times on my orders because of the sudden increase in delivery time. I'm still waiting on blocks I bought on January 19th... It's exasperating and we only do this out of the kindness of our heart really, because if a seller offers a 60 days delivery guarantee then he should be able to uphold that or automatically refund - even if the package is received on day 61. Anyway, my guess is AliExpress is receiving a lot of complaints from sellers and their knee-jerk reaction is to come down on people using the dispute system regularly, even if they use it for legitimate purposes...

    ReplyDelete
    Replies
    1. Hi Xen0bia, I agree that AE should fix their dispute system instead of punishing buyers like us who just want their stuff in a timely manner. I mean really we patiently wait like 60 days, and then they zing us by disabling our accounts, so unfair.

      Delete
  4. I agree with you both. Glad it's not just canada that aliexpress is taking forever to deliver to. I'm patient for free shipping up to a point. 30-60 was fine now it's crazy you extend 1-2-3 times. What brought this about?

    ReplyDelete
    Replies
    1. Obviously if I were closer in canada to you I'd just buy for you.

      Delete
    2. Thanks Joe, luckily I can still buy stuff, I just don't have any protection mechanism anymore. I wish AE would call it what it is regarding shipping, they say they deliver airmail and we all know our stuff comes across the pond on slow moving container ships.

      Delete
    3. Yeah, "Air" mail is a lie, it's snail mail really. Maybe if they were less deceptive with shipping it wouldn't be quite this exacerbating for us buyers. I'm also in Canada, and nowadays I nearly only buy from sellers offering free ePacket. It's what I've found to be the most timely and reliable delivery method. I got a package sent ePacket in 12 actual days (so 8-10 business days), I was mind blown! It's not always quite this quick, but it never takes more than a month. Unfortunately, this greatly limits the number of sellers I can deal it - for the time being anyway.

      Delete
    4. Thanks for that tip on epacket. That explains why a few thing came super fast while others take forever.

      Delete
  5. just to mention that in the situations as described, you can ask your credit card company to refund you the cost paid to aliexpress

    ReplyDelete
    Replies
    1. I've been using aliexpress for 3 years and a bit and only a few things never arrived but we're refunded. It's taking too long now that if they were just up front with times. I even got a refund and the item came two months after that so like 4-5 months. I figured screw them at that point.

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    2. I've had this happen 2-3 times to me too where I would get something in the mail I was no longer expecting, and every single time I had re-ordered the item from another source in the meantime, so I end up with 2 of the same set. I don't always know what to do with the spare one to be honest. Had I known I would've hold off on re-ordering the seemingly lost item.

      Delete
  6. I M ALSO FACING THIS JUST 10 DAYS PASSED BUT NO SOLUTION

    ReplyDelete
    Replies
    1. Hi Kashif, sorry to hear, let us know if your circumstance changes.

      Delete
  7. Same I got doubles on items I gave up on.

    ReplyDelete
  8. The same happened with me. I could not believe it. I have ordered more than 159 items, I recently raised 8 disputes for items not received. And Aliexpress ruled in favour and decided to refund. But then suspended my account.
    Conniving Chinese. Should have known better. A customer isn't a fool to pay up and not request a refund if items aren't received.
    Thats what Aliexpress wants you to do - Keep quiet.
    Buyer protection my ass.

    ReplyDelete
  9. i have already suspended more than 2 accounts and now these accounts have more than 255$ orders pending in it so is there any way to deal with it i have done everything to get it back but results are zero

    ReplyDelete
    Replies
    1. sorry to hear, can you make a claim on your credit card company? some cards have purchase protection.

      Delete
  10. It's turning into a shit show. We pay way more then prices in China already. It's getting to be less of a good deal

    ReplyDelete
    Replies
    1. Yeah, so the prices have gone up on AE, and there's not much more i really want to buy, so it's probably a blessing that my account got suspended. I'm waiting for the last few sets to trickle in, if i get them. i think i have nine more in transit, since jan/feb of this year. i just had one seller rip me off, by sending me only half of a set (lepin parisian restaurant), so i will probably have to make a credit card claim against that one, seeing as how i can no longer raise disputes.

      Delete