Install for freeHow to File a Complaint on AliExpress Without Choosing the Wrong Button
AliExpress is huge, and not every seller behaves perfectly. Some send the wrong item, some delay shipments, some use misleading listings, and some try to move the conversation or payment outside the platform. But before filing a complaint, it is important to choose the right route. A complaint, a dispute, a product report and a support chat are not the same thing.
In this guide, I’ll show when to open a dispute, when to report a product or seller, when to use the AliExpress Complaint Center, what evidence to attach and what to do if a seller files a complaint against you.
Complaint, dispute or support: what do you actually need?
| Problem | Best route | Why |
|---|---|---|
| Parcel did not arrive | Open a dispute | You need a refund for a specific order |
| Item arrived broken or wrong | Open a dispute | The case is tied to your order |
| Seller asks you to pay outside AliExpress | Report seller / contact support | This is a platform rule violation |
| Product is prohibited or dangerous | Report the product | The listing itself is the problem |
| Counterfeit or IP issue | Complaint Center | AliExpress has a special reporting flow |
| Seller listed product in the wrong category | Report product | This is a listing/search abuse issue |
| Support gives conflicting answers | Contact Help Center / live chat again with evidence | You need clarification or escalation |
| Seller complained about you | Check Complaint Center and respond | You need to defend your account or case |
Simple rule: if you want your money back for an order, start with a dispute. If you want AliExpress to review a seller, product listing or rule violation, file a complaint or report.
Who should you complain to on AliExpress?
If the problem is connected with an AliExpress order, start inside AliExpress. This keeps the order, payment, messages, tracking and refund request in one place.
Depending on the situation, you can:
- message the seller;
- open a dispute;
- report a product listing;
- contact AliExpress support;
- use the Complaint Center;
- respond in the Complaint Center if the seller complained about you.
For most ordinary buyer problems, outside institutions will not help faster than AliExpress itself. The platform needs to see the order, evidence and communication history.
Possible reasons for complaints
Prohibited or dangerous goods
Report a product if it appears to be prohibited, dangerous or not allowed for sale or shipping: weapons, explosives, radioactive materials, restricted medicines or other unsafe items. This is not a normal order dispute. The listing itself may violate platform rules.
Counterfeit goods or intellectual property infringement
You can report listings that appear to use fake branding, copied images, stolen designs or other intellectual property without permission.
Useful evidence:
- product listing screenshots;
- brand or copyright proof, if you are the rights holder;
- comparison with the original product;
- seller messages;
- photos showing logos, packaging or labels.
If you are not the rights holder, you can still report suspicious products, but rights-holder complaints usually require stronger documentation.
Violation of AliExpress rules (breach of agreement)
This includes violations of clauses of the AliExpress Service Agreement. And other related user agreements. For example, if the seller offers you to make a payment bypassing the platform.
Deception of search engines (goods are presented in the wrong category)
Sometimes sellers may purposely place their products in categories that do not match the nature of the product in order to attract more buyers. Because of this, the search engine is filled with incorrect results and it becomes more difficult to find the desired item. Here, for example, a t-shirt and a bra ended up in the “Children’s Cups” section.
Complaints from customers about a particular order
This includes all the reasons why you can open a dispute about an order. The wrong item arrived, a broken item arrived, the track code is not tracking, the package did not arrive, etc.
Other reasons
In addition to the above, some sellers on Aliexpress can commit other violations. For example, manipulate prices, provide false information and so on.
How to file a complaint on Aliexpress
Complaint about a specific product
If you want to complain about a specific product, it is reasonable to use the link located on the page of that product.
In the window that opens, you will need to select the reason for the complaint, and then describe the situation in detail and attach evidence if necessary. You can also request a call from the Aliexpress support team.
By opening a dispute
If you want to complain about a particular order you placed, the best way to do so is to open a dispute. This seemingly simple process of refunding money for an order carries a lot of nuances and pitfalls that you should be aware of. We have prepared a detailed guide to disputes on Aliexpress, in which you will find the algorithm of opening a dispute, answers to frequently asked questions and general tips.
Without opening a dispute
In the case of violation of intellectual property rights or sale of prohibited items, the actual place to file a complaint on AliExpress will be the “Complaint Center“. Here you will already need to fill out forms and attach evidence.
Through the Helpdesk
In all other cases, you can contact AliExpress support through live chat and describe the issue in simple English
In order to contact the support service, click on the link of the same name in your account.
At the bottom of the page you will find a button to chat with the support team.
What to do after filing a complaint
After submitting a complaint:
- check complaint status regularly;
- watch your AliExpress messages;
- check the email connected to your account;
- answer AliExpress requests before the deadline;
- upload additional evidence if asked;
- save screenshots of all replies;
- do not delete seller messages or order details;
- do not close a dispute only because the seller promises something in chat.
If AliExpress asks for more evidence, answer directly. Do not repeat the whole story from the beginning unless they ask for it.
What If a Seller Filed a Complaint Against You?
If you know that a complaint has been filed against you, you can review it in the “Complaint Center“. It is important to provide AliExpress with evidence that supports your side of the case, including correspondence, photos and other evidence. Without active action on your part, AliExpress management may take additional measures, up to and including canceling your participation on the platform after prior notification.
If your complaint is in “Pending” or “Under Review” status, you are advised to be patient and wait for further instructions from AliExpress management. Carefully follow all instructions to resolve the situation.
Verifying the reliability of sellers
The need to send complaints can be minimized if you buy only from reliable sellers on Aliexpress. However, AliExpress seller information can be limited, and some stores may look better at first glance than they really are. To find out the objective rating will help a third-party free browser extension. For example, AliHelper. It will check the store by 5 criteria. This plugin will also help you track discounts and parcels, find similar products, see the price change graph, etc.
What if AliExpress support keeps sending you in circles?
This happens, especially with complicated refund, return or warranty cases.
Do this:
- Stop starting a new story every time.
- Prepare one short case summary.
- List order number, case number and dates.
- Attach the strongest evidence again.
- Ask one direct question.
- Ask for written confirmation of the current status.
- Save screenshots of every support reply.
Example:
Please confirm the current official status of my refund. I received one message saying the appeal was approved and another saying the refund was denied. Which decision is final, and what is the reason?
Support chats are easier when you bring a folder, not a storm.
Conclusion
Filing a complaint against an AliExpress seller is an effective way to protect your rights as a consumer. It is important to approach this process responsibly, having on hand all the necessary evidence and information. This will help you more quickly and effectively achieve the desired result and avoid similar problems in the future.
A dispute is usually for getting a refund or solving a problem with a specific order. A complaint/report is usually for seller behavior, prohibited goods, fake listings, IP issues or platform rule violations.
You can complain through order dispute, product report link, AliExpress Complaint Center or Help Center, depending on the problem.
For simple order problems, yes, if there is enough time. But if buyer protection is ending or the seller asks you to solve the issue outside AliExpress, use dispute/support tools.
Attach order details, screenshots, tracking, photos, videos, seller messages, product links, support replies and payment/return documents if relevant.
Yes. You can report suspicious counterfeit listings. Rights holders usually need stronger documentation for intellectual property complaints.
Yes. This is a serious red flag. Save screenshots and report the seller through AliExpress tools.
Check complaint status, AliExpress messages and email regularly. Respond before deadlines and upload additional evidence if asked.
Ask for written clarification of the current official status, provide case/order numbers and attach screenshots of the conflicting replies.
Hi Maria, I have not received part of my order from AliExpress/ nor a refund since past 6 months, inspite of multiple followups, creating multiple disputes & talking to customer service multiple times. They aren’t much help. Will you be able to help?
Good day, please specify the source of contacting the support team and what they replied to you
Hello, if you look at my order history, I’ve tried four times to order an 8 drawer fabric dresser from 3 different sellers, most recently order 8197181013211627. In every case, after a week or two, the order “times out”, is cancelled, and a refund issued with no additional explanation. Is there a reliable seller on AliExpress I can order from who will actually deliver this product? This is getting very frustrating.
Good day! We can recommend you to install AliHelper or another similar free extension that shows seller rating. And choose a store with a rating of more than 90%, having previously studied the reviews
I complain about the seller and customer service didnt help, I sent the product back to the seller and he didn’t bring it from UPS sence December. Who can help me with my issue.
seller listed camera item stating 12 months warranty, the camera malfunctioned after 6 months so out of byer protection and numerous chats to customer service with video of problem and photos resulted in case being closed each time for not providing evidence as they do not receive emails, chat platform keeps opening a new case each time, now up to 12th attempt with the same response every time, seems to be automated to deter persistent buyers from making a claim for faulty product, so a buyer beware platform where sellers are not obliged to respond or honor their promises. Consumer laws do not seem to extend to purchases made from international seller platform such as this one, yet they thrive being so global.
package not delivered, stalled for 26 days in tracking, no movement. requested refund for not receiving package over a week ago. now refund stuck in aliexpress committee. out of patients, aliexpress help not helping.
<< my reply to Aliexpress MESSAGE >>
I have already inform you that all these steps have been made !!
The photo of the parcel had been send to the seller and the cost of the shipping
Was send via screenshot and is $ 22 ( $ 2 above the cost of the item )
Is not a commercial courier but the local post office.
I have send you many photos with the sellers replies that he does NOT PAY
Anything for return fees and that even if I send the parcel..he will NOT receive it.
Your previous replies to all these evidence I write above was ….bombarding me
many times That I was not eligible for free return due to my country region and second
NOT ALL items all eligible for free return.
Also in another message you have send me you wrote that if the shipping cost is more
Than the items cost then I AM NOT ELLIGIBLE EVEN FOR COUPON !!!
Finally after so many repeated complaints a senior officer made me a proposal which
I accepted….<< DO NOT SEND THE PARCEL AND WE WILL REFUND %0%…..$15 >>
So After all this nightmare with 45 days history YOU REPEAT the same things !!!!!
You want me to post the item ..only if the seller agrees to pay….BUT HE REFUSES.
YOU warn me that I am NOT ELLIGIBLE FOR ANY SHIPPING COST !!!
I do not trust you to spend another $22….I have lost my faith in Aliexpress team.
I attach a small number of the exchanged messages…And anyone can realize these
Dishonest practices are made to avoid paying a small amount and make the customer
To give up of asking his legal right. << customer protection >> ….<, Seller pays forreturn
Of defective items >>…..ALL LIES
Hi there
I ordered this in March and their was loads of pieces missing and it was for son birthday. They said they have sent it twice and not received anything. I want refund because it’s becoming joke
They owe me a new set or a refund
Hi Maria
An item ended up being returned to Aliexpress as there was a mix up with Royal Mail, the tracking confirms item has been returned to them but they are not giving me my refund. At first they said no refund as the sale point has £0 attached to it. I have since explained that I used Ali bonus to pay for it as I had some credit with them, two days ago I had an email from them to say my appeal was successful and I would get a refund in 3-10 days. Today however I got another email saying they are not know giving me my refund, no reason given
I am at a loss as to what to do, this has been going on since May, any advice please
Hello!
It sounds like you’ve encountered a common issue on AliExpress — especially when an item is paid for using bonus credits (such as coupons, AliBonus, etc.). Orders paid this way often show a value of £0 in the system, which can unfortunately complicate refunds.
Here’s what you can do:
1. Contact AliExpress support via live chat, not email
Email responses can be inconsistent or automated. In the live chat (through the app or website), you can get a more specific explanation and ask follow-up questions. Ask directly:
“Why was my refund denied after the appeal was approved?”
2. Ask for a written confirmation of their final decision
If you’ve received conflicting emails (one saying the refund is approved, another saying it’s denied), you should ask the support team to:
Confirm the current official status of your refund request;
Provide a reason for the denial if the refund has truly been canceled.
You can say something like:
“I received an email confirming my appeal was successful and I would get my refund in 3–10 days. Then I received another message saying the refund will not be issued. Please clarify the current status of my case and explain why the refund was reversed.”
Having a written confirmation from live support gives you leverage in the next steps.
3. Gather all evidence (screenshots, tracking, emails)
Prepare the following:
Tracking confirmation from Royal Mail showing the return was completed;
Screenshots of the email where your appeal was approved;
Screenshots of the new email denying the refund;
Order details and payment method.
4. If any payment came from your card or PayPal — file a dispute
Even if you paid mostly with bonuses, check whether part of the order was paid with real funds. If so, you can start a dispute through your bank or PayPal, citing:
“Seller received returned item, but refuses to issue refund despite earlier confirmation.”
5. File a complaint via the AliExpress Complaint Center (https://report.aliexpress.com)
Sir I order one item that price is 226 Saudi riyal after 5 days detect from my account 276 Saudi riyal I get order but nothing is there on box today is 9 days finished nobody is saying me answer aliexpress customer care also saying me wait for 48 hours or 2 working days I have setmate all Proof also
My order number 1115151417954662 I order one item the price is total 226 Saudi riyal after 5 days from my account details 276 Saudi riyal no budy is helping and when I open my order nothing is there empty box I submitted all proof also me I open a complaint also case number is 2053805716444357(2) 2053805730763312
Hello! I understand your situation: you ordered an item for 226 SAR, but 5 days later 276 SAR was deducted, and the package you received was empty. You have already opened disputes with case numbers: 2053805716444357 and 2053805730763312.
What’s important to know:
– On AliExpress, the amount is always charged in the seller’s currency (usually USD), and your bank converts it into SAR. The difference of 50 SAR may be due to exchange rates or a bank fee.
– In cases of empty packages, your position is strong if you have photos or—ideally—video proof of the unboxing. This is the key evidence AliExpress requires.
– If the seller does not help, the dispute will automatically be escalated to AliExpress after a few days. Then the platform itself makes the decision.
– Do not close the dispute until you either get a refund or receive the item.
We recommend:
– Upload photos and especially a video of the unboxing.
– In the dispute description, write: “Empty package received, proof attached, request full refund”.
– Check your bank statement — part of the deducted amount may be your bank’s commission, not AliExpress.
Please note: we are an informational blog and not directly connected with AliExpress. We cannot influence customer support decisions, but we share advice and buyer experiences that may help in similar situations.
Hi,
How do I file a complaint related to the support I am receiving from the AliExpress Advanced team? Long story short, a return label I printed off at AliExpress (that was generated by AliExpress and sent to me via a link in an email) is no longer available to reference, they must delete them after so long (I have never seen it happen, because I have never had an issue with returning anything). I contacted AliExpress to see why my account hasn’t been credited yet, and they are telling me I did not return it. So the Advanced support team keeps telling me that I need to provide them with the label information, and I keep replying back that AliExpress created the label, I printed it off their website after I clicked in the email AliExpress sent to me with the label, and it is no longer there to reference under my order so it disappeared on the AliExpress end. I would think AliExpress would have to keep a record of the labels they generate, or at the least warn customers that the labels get deleted so we know to print a copy (I know the package was picked up by my USPS man, but I don’t have any of the label info because I figured I would be able to reference the label at AliExpress if I needed information).
So my complaint isn’t related to the seller, it is related to the logistics of AliExpress and the Advanced support team I am having to deal with. I don’t see any info for Corporate contacts. The chat help person (they are so sweet, I don’t mind dealing with them, at least they are friendly – I have never been impressed with the “advanced” team, mainly because they do not bother to read any of the documentation the chat support person notes for them).
I have never had anything like this happen on there, but if I don’t get my money back it will be the end. Especially since the stuff I had to return was faulty merchandise and the product was fraudulently marketed under a brand name. $136 worth of garbage goods, unfortunately. If it seems too good to be true it usually is. I have NEVER had issues like this with them before, so when I ordered I figured the worse that could happen would be the inconvenience of the return. How wrong I was.
So today’s lesson is: If you return an item from AliExpress, print off a copy of the return label you use. And take the time to bring it over to the post office and get a receipt.
Thanks for your expertise! I love that you have this site, I wish I knew about it sooner.
Hi there,
I’m really sorry you’ve been put through this—especially on a return that should have been simple. You’re absolutely right that AliExpress should be able to look up a return label they generated. Here’s the fastest way to move this forward:
What to do now (step-by-step)
Ask AliExpress to look up the label internally
Reply to the Advanced team and clearly request an internal lookup of the return label tied to your Order ID, the date the label link was sent, and the return method (USPS). They can pull this from their logistics system even if the link expired.
Suggested sentence to include:
“This return label was generated by AliExpress for Order [order number] via the email link sent on [date]. Please retrieve the label/waybill ID from your internal logistics system and confirm the return’s tracking scan history. The label expired on my end, so I cannot access it.”
Find the USPS tracking number without the label (often works!)
USPS Informed Delivery: If you use it, check your Packages history for the pickup day; it often shows the tracking number even when you didn’t save the label.
Local Post Office: Bring the pickup date, your address, and a description of the parcel. Ask if they can find a Package Pickup record or any acceptance scan tied to your address that day.
Email receipts: If you scheduled a pickup online, search your email for “USPS Package Pickup.” Sometimes there’s an automatic confirmation containing the tracking.
Escalate correctly inside AliExpress
In your order, choose Return & Refund → Returned but not received (wording may vary) and appeal with:
Order ID
Dates (label issued, pickup date)
Any USPS proof you find (screenshot from Informed Delivery, post office note, etc.)
The request for internal label lookup (copy the sentence above)
Ask to escalate to a supervisor if the Advanced team repeats the same request without checking their system notes.
If they still refuse (last resort)
If AliExpress won’t investigate the label they created and you can’t get tracking proof from USPS, you can contact your card issuer about a chargeback for goods not as described/defective with a failed return due to the platform’s expired label. Keep this as a final step; mention in your message to AliExpress that you’d prefer to resolve it directly with them first.
I ordered Velcro at Aliexpress and they said they delivered it and I never got it. i ask for a refund and their customer service is down, This is a scam for sure you can loon at my order 10/17/2025 8206117170550468 they collected $7.52 and never refunded it. mlkos@sbcglobal.net
Order ID:
1120417243341636Order placed on:
May 2, 2026Payment completed on:
May 2, 2026Shipment completed on:
May 4, 2026Payment method:
Credit/Debit card
Order placed online from Vietnam. They claim order shipped 2 days after I placed the order. However, they say no one was home to receive & there was no attempt to call or redeliver. This is all BS.
I should have said my order was taken & delivered on the same day. Think about that for a while. China to Vietnam same day delivery and it was a free delivery. Of course, they are lying.