AliExpress is, without a doubt, the perfect solution for buyers, dropshipping, and a lot of other e-commerce purposes. It is one of the largest e-commerce platforms with millions of users visiting it day in and day out.
It can help a dropshipping entrepreneur’s business thrive with its huge catalog of products that they can sell at a profit. Almost every moving part of AliExpress and dropping works flawlessly until there’s an issue. Here, the Aliexpress Appeal process comes into the picture.
We are talking about how you might get your account frozen or get orders canceled due to several reasons. This usually happens when a retailer finds a large number of customers checking out and buying your products and could be suspicious. It is also one of the mechanisms that AliExpress run for buyers due to several reasons. AliExpress deems it necessary to close all orders and freeze the account upon suspicion. But hey, it isn’t that complicated to get the account unfrozen thanks to the AliExpress Appeal Process.
It is not rocket science, however, doing right will allow faster recovery of the account otherwise your business could take a hit. Here’s everything you need to know about how to deal with AliExpress Appeal Process and more.
Why does it happen?
Your account froze or all orders were closed on AliExpress. Why did it happen in the first place? You need to understand that with the rise of the internet, criminals don’t have to wander off at your property to break in and steal. They can break into your bank account and steal all the money without even leaving a trace. Even if traced, the recovery of the money is probably insufficient since they might have already transacted money to offshore accounts and whatnot.
If your business of AliExpress is booming, you’ll see a large number of customers checking out your products and buying, etc. However, there are instances when larger quantities could be suspicious and if the systems at AliExpress detect any suspicious activities, it freezes the accounts and closes all your orders to prevent you from getting robbed digitally. Also, this measure is taken to avoid any malicious person from obtaining your data, and so on.
How Does AliExpress Appeal Process Work?
Note that you should opt-in for AliExpress Appeal Process quickly once the platform freezes your account to avoid delays. There’s no rocket science here but here’s a well-organized and information procedure that you can follow to avoid any issues in-between.
First of all, you need to go through the AliExpress Appeal Process. You need to keep some of the documents handy such as listed below.
- A photo of your credit card with all numbers covered except the last four digits.
- A photo of your identity card or driver’s license or passport with all sensitive information covered.
- A copy of a bank statement for the last 3 months again with all sensitive information covered.
You need to upload all these scanned documents onto the AliExpress Appeal Process for verification purposes. You can check the status of the appeal made which will be ‘pending review’ currently. Next up, it is recommended to use the Live Chat feature on AliExpress to talk to the representatives informing them that you are a “dropshipping entrepreneur” or its “urgent” that will speed up the process for sure.
Note that you might end up getting your account deactivated due to XYZ reasons. If that is so, you can submit all the documents in an attempt to reactivate your account and hopefully, it will work.
AliExpress Appeal for Account Reactivation
Things get difficult when your account gets deactivated. But do not worry; you can reactivate it easily. To reactivate your account, you need to go through the following steps:
- To reactivate your account, you will have to get in touch with the customer support team of AliExpress.
- The reactivating process will need you to provide customer support with the email address that is linked with your account.
- Also, you will need to input the account’s password and also have to crack a security question.
- To prove that it is genuinely you who is attempting the account reactivation, you will be asked to input your login ID or username.
If you follow this process, you can easily reactivate your account swiftly.
How Long does it take for Appeal to conclude?
According to AliExpress, it takes between 2 and 5 days on an average to review an appeal and provide the required resolution to it.
The thing is, it varies from customers to customers with some getting their resolution in 24 hours while some would have to wait for almost a week to get their appeal resolved.
Using Live Chat can speed up the process. On the other hand, if you leave it to AliExpress, it would take an average of 2 to 5 days for the appeal to be resolved at large.
Some users have also reported that they don’t hear back from AliExpress even after a month into their appeal process. So this is a scenario you should be aware of.
In that case, make sure to reach out to AliExpress regularly via live chat or other modes and keep asking about your appeal process.
Is AliExpress Appeal Safe?
When it comes to using AliExpress for the first time, the first thing that can pop up in one’s mind is either it is safe or not. Also, the concerns are valid when they are asked for verification or if their orders are closed.
Note that if you are directly verifying your documents on AliExpress through their chat system then it is completely safe to do so. Also, you should confirm the emails that they are sending their emails from.
Usually, the chat representative at AliExpress will be able to tell you the exact email address from where they are sending their official communication. This is also a way to make sure that the email you are sending your personal documents to is an official one.
As AliExpress requires you to provide your personal information, including your ID photos, Credit Card scans, bank documents, etc., safety-related queries come in the first place. Also, you might be wondering if providing such documents is either secure or not, as there are potential fears of mistaken identity.
AliExpress never goes to resale or reuse any of the information that you put there as a customer. Thus you can easily trust AliExpress for its complete security measures to take care of your personal documents with proper privacy.
How to Deal with AliExpress Appeal Process?
The procedure to deal with the appeal process is straightforward. Here’s how you can do it about.
Step 01: Log in to your AliExpress account.
Step 02: Proceed to “My Orders” where all the orders will be listed. Check out the ‘warning sign’ just under the red-colored horizontal navigation tab. If there’s an appeal, click on “View Appeal”.
Step 03: A list of all the appeals will appear where you can check out which are pending. Those that are pending will have a red-colored button “Want to Appeal” so click on it.
Step 04: Next up, you need to enter all the details and upload all the documents as per the form available on the screen.
Step 05: Finally, hit the “Submit” button and now you can wait until the review is done.
Don’t worry if the review process takes a long time between 1-2 weeks because we have noticed and heard from a lot of AliExpress sellers that this is the time it takes for them to review your appeal.
It is also worth mentioning that you might get some errors in this process while lodging an appeal but that does not mean you stop trying.
AliExpress “System is Busy” Error
When processing the documents in any appeal, users may get the “System is Busy” error which is triggered due to several reasons. Some users have reported this error when uploading video evidence while some have reported it while uploading photo evidence exceeding the 3MB size limit.
To avoid it, fill out the form, upload the documents, and submit them. If you have any video evidence or photo evidence exceeding the size limit, go to the created ‘dispute’ and upload the evidence there. Note that you can still talk to Live Chat support to get the ball rolling.
Handling Closed Orders
You can get the closed orders in the correct positions again. Several people have reinstated their accounts successfully, and they were allowed to continue with their processing orders.
All you need to do is get your account verified. In addition, you may need to provide contact information, driving license, credit card, proof of business, and passport.
After you have scanned your documents, you need to cross out the private information using a photo editor. For instance, cross out each of the numbers on your credit card, except the last 4 digits. Make sure that the images are perfectly compressed and fit the required size.
To speed up the process, you may opt to live chat with a representative of AliExpress. For this, you will have to visit the “Contact Us” page, then tap on “Payments”, and then you will have to select the question relevant to your situation, and then you will need to hit the “Chat Now” option. After that, the representative will help you out through the live chat.
Stay respectful to the customer support, or they may not help you. Appreciate AliExpress’ service. Try to fulfill everything that the representative tells you on solving the problem. After you have successfully submitted the document, ask the customer service person if anyway the block can be removed. After they have removed the block from your account, appreciate their efforts by contacting them. With the live chat option, your problem can be solved within 24 hours.
You can also get verified by Alipay because it prevents the problem from reoccurring. In addition, through live chat, account verification can be done faster.
Paying through AliExpress Pocket makes sure that your orders are never closed, and also it allows you to get faster refunds and payment management.
How To Avoid Getting Your Account/Orders Closed?
Well, there’s no sure shot method that drop shippers can use to fix the frequent issues with the AliExpress Appeal Process. But hey, there are a few ways to minimize how often a drop shipper gets his/her account or order closed.
Tip 1: Avoid VPNs/Proxies
Yep, that’s something dropshippers and users should avoid. VPNs and Proxies mask the user’s location and IP address, among other details.
This is also done for security purposes because AliExpress does not want the customer to leave the platform with its customers in the dark so they want to know the exact location of their sellers.
If someone is using a VPN and changing their location, AliExpress will also not be aware about the seller’s exact location and it comes with a risk of scam.
Tip 2: Do not change your IP Address
You access AliExpress from, say a computer with an IP address “192.168.3.3”. Whenever someone tries to access their account from different devices with varying IP addresses, it could raise suspicion and that is one of the reasons why AliExpress might freeze the account or cancel orders.
It is one of the reasons and there’s a simple way to prevent this issue and the following “how to deal with AliExpress Appeal process” that you might search on the web. The answer is simple; use a single IP address at all times to avoid this issue in the first place.
Tip 3: Do not change account details often
The easiest way to avoid getting an account or order closed is to avoid changing the account details often. Users can often change their account details ranging from name to address and other details. This can cause the account to freeze or orders to close in an attempt to prevent fraud on AliExpress.
Tip 4: Keep a tab on declined transactions
Users can utilize credit cards to process payments. Although all the payments can get through, one might end up being declined from the credit card issuing bank. This could act as a reason triggering orders to close or accounts to freeze. Thus, resolving issues with declined transactions and taking all steps to avoid it is the best way to get rid of such an issue in the first place.
Note that even after abiding by the aforementioned tips, it is possible that your account might go under review and closed thereafter. It is a huge probability and if this happens, there’s no need to worry since you can always appeal and get your account back online.
Tip 5: Keep someone on work to fulfill your orders in your absence
Issues can arise if you are staying in one country and go for a vacation in other countries. Your credit card is going to be for your home country. Thus processing orders in one country and shipping them to another country is going to be charged as fraudulent of AliExpress. If you are planning a vacation, make sure you’re making someone stay at your place to manage orders when you are not present.
Tip 6: Avoid leaving negative reviews
Some stores also experience their order getting blocked when they leave negative reviews on their stores. An issue can arise due to a complaint. In case you have open cases against any supplier, then your account might get blocked. Thus take immediate action on it.
How to Prevent the Processing of a Closed Order?
If you are new to AliExpress, then it can be a valid concern to have regarding how you prevent the orders from happening. Well, the best way to combat this kind of concern is to pay using the AliExpress Pocket. This one works as a wallet for your AliExpress Account, where you can preload your money.
It lets you preload your money to the AliExpress Pocket with a specific amount of balance. You can use that amount of money for multiple of your orders. All you need to make sure is the money is enough in amount to use for various orders.
This works as a great solution for the problem, as firstly, it is no longer going to act as a concern for your credit card company. Also, AliExpress is going to know that you’re paying the amount that you have added already. Thus they are not at all going to have to reason to cancel or close your orders. At the same time, it is a very effective way to avoid any kind of problem due to billing or shipping.
Another effective way to prevent order processing is to choose the option of ” other payment methods’ ‘ while reviewing the order. Those orders are going to wait for the payment in the orders tab area.
Making bulk payments is also a very reasonable option. The orders are going to get blocked if the sum reaches $10000 for a day. It is also the best option to look for if your bank account is having restrictions for the number of orders that need to be processed for a day.
Reasons why your AliExpress order might be closed?
There are a few reasons why your AliExpress orders might be closed.
Reason 1: CreditAliPay
Talking specifically about orders getting closed, it could be due to pending verification from AliPay or if there are any discrepancies regarding your identity. Providing all the required documents and notifying them that you are a drop shipper can speed up the appeal process as well.
Reason 2: Verify Credit Card
Sooner or later, AliExpress tends to pull off life support by closing orders to verify credit cards if payments are made using it frequently. In such cases, verifying the credit card by submitting the required documents – Photos of credit card, bank statement, and ID – can resolve the matter in a couple of days depending upon the nature of the case.
For this, a drop shipper has to go through the ‘My Orders’ page and proceed to ‘My Appeal’ where they can submit their appeal with the said documents. Next up, it’s just about waiting until the review is done and AliExpress updates the status of the appeal. Same with any other type of issue, talking to the Live Chat support can speed up the process.
Reason 3: Account Closed due to Customer’s Name
Yep, that’s a thing. Here, the problem is that AliExpress might flag certain (customer) names and any order shipped through with flagged names could cause the order to close abruptly. There’s no easy way to fix this issue although editing the flagged names before shipping might help let the order go through well.
Reason 4: Order cancellation
The order cancellation by the seller or the customer is another main reason why your order might get closed on AliExpress.
If AliExpress finds that a majority of your customers are cancelling your orders after placing them then they could deem your account as suspicious or your product quality as not up to the mark for their platform which could also result in account suspension.
Reason 5: Shipping failure
In case of any kind of failure in the shipping of the product happens, then this problem can occur. This can take place if the product is out of stock or it is unable to process.
If you are unable to ship the products and AliExpress finds the seller guilty of it then it has all the rights to suspend your account.
Reason 6: Fraudulent suspicion
Due to any kind of fraudulent suspicion, AliExpress can opt for closing the orders. This is often possible if the profit reaches the level of $10000 a day.
If your account is earning close to $100 per day or getting orders of that price range and suddenly someone places a bulk order then also your account can get flagged.
Make sure to let AliExpress know that your account is going to get a bulk order so that the systems can be updated for the same.
Reason 7: Involvement of too many locations
In case there is the involvement of too many locations, then it can cause confusion in the platform. For example, if the credit card is from one country and the order is getting processed from another one which the shipment is meant for some other location, then it is going to close the order.
Basically, what this means is that if you are using a VPN to change your location then make sure to turn it off while you are placing an order on AliExpress.
If the system finds that your location is different from the last time you placed an order then it will flag your account and if it happens more often then your account has a high risk of getting suspended.
How to deal with customers when your AliExpress orders are closed?
As AliExpress closes your orders, you need to be concerned about dealing with your customers. As soon as the issue gets resolved, it is better to email every customer whose orders will be delayed. Also, let them know the issue.
Also, send them an apology that their orders will be delayed due to the exact reason you are facing and they should also understand and have a clarity of what is going on.
It is better to offer them a special discount code that they can use for their next purchases. Thus ensure that the items are shipped with ePacket. Also, it is better to be transparent with your customers.
To apologize to your customers, you can offer a 10% of refund to all your customers for the delay. You can provide them with a unique coupon code. Try to keep the tone of the email empathetic and apologetic. You can offer them a sorry gift to maintain your service loyalty.
AliExpress works on an efficient system wherein buyers, vendors, sellers, drop shippers and all others can report if they have any complaints or disputes that the e-commerce platform prioritizes to resolve.
The best way to stay clear of any disputes is to respectfully talk to other parties and get your problems resolved.
This will ensure a smooth ride ahead. Hope this article does come handy towards the AliExpress Appeal Process providing ways to resolve any red flags on the accounts/orders at any circumstances.