How to file a complaint on Aliexpress

Managing a large-scale platform such as AliExpress involves monitoring the activities of numerous sellers, which is not always effectively carried out due to the huge number of stores and customers. Sometimes the responsibility for identifying unscrupulous merchants falls on the shoulders of customers themselves. They have to deal with fraudsters on their own, and then put the matter in the hands of the platform’s support team. One of the tools is the ability to file a complaint on Aliexpress. In this article, we will tell you how to do it in 2024.

To whom to complain about unscrupulous sellers from Aliexpress

The first thing to understand is where to direct your complaints if there are problems with a seller on AliExpress. If the seller’s unscrupulous behavior concerns you personally, try contacting him through the AliExpress messaging system. Before filing a formal complaint against the store. Sometimes problems can be resolved quickly and without unnecessary formalities.

Appealing to law enforcement agencies in this case is useless, as AliExpress operates in the international space. Chinese consumer advocates also do not consider complaints from foreign customers. Thus, if the problem cannot be resolved directly, the AliExpress administration itself is the only instance for filing complaints.

You should not worry about the bias of the support service. Their main task is to preserve the trust of users. All appeals and complaints are considered carefully and without bias. If it is found that the seller really violated the rules, the Aliexpress support service will be on the side of the buyer. However, for unfounded or false complaints, the buyer may also be subject to sanctions. Up to and including blocking.

Possible reasons for complaints

Trading in prohibited goods

If a seller has posted on Aliexpress or sold goods that are prohibited or unsuitable for transportation. For example, weapons, explosive or radioactive substances, medicines, etc.

Copyright/intellectual property infringement (counterfeit goods, counterfeit goods)

Unfortunately, to find products of global brands on Aliexpress in a decent volume is almost impossible in 2024. Because many brands, even those that are produced in China, have their own outlets and do not want to represent their products on Aliexpress. Yes, and fakes of expensive brands on the Chinese platform is difficult to find. The administration is fighting with violators. Including by accepting complaints from users. To complain about a seller on Aliexpress can both the owner of intellectual property rights and persons who are not right holders.

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.

How to file a complaint on Aliexpress

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.

file a complaint on Aliexpress

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 write a complaint to Aliexpress directly to the administration in free form in chat, it is recommended to correspond in English.

In order to contact the support service, click on the link of the same name in your personal cabinet.

At the bottom of the page you will find a button to chat with the support team.

How to file a complaint on Aliexpress

What to do after filing a complaint

Once you have filed a complaint with AliExpress, it is important to regularly visit the personal section of the site where the status of your complaint or dispute is tracked. In addition, it is important to actively monitor the email address you provided when you registered on the site, as AliExpress may send notifications and inquiries to your email address.

A seller on AliExpress has complained about you. What to do

If you know that a complaint has been filed against you, you can review it in the “Complaint Center“. It is important to provide the administration of the platform with all the necessary evidence of your innocence, 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, in the current version of the site, the information on the seller’s rating is truncated, in addition, the store can screw up some parameters. 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.


Filing a complaint against the seller of Aliexpress 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.

Maria Kolman
Digital marketer and author with 10 years of experience. A regular AliExpress shopper since 2015, I have made over 350 orders and won 23 disputes with sellers. I study the nuances of buying and selling on the Chinese marketplace, share the information and latest news I gather. I help AliExpress shoppers find great deals and win disputes. I answer questions in the comments.
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