Violation of Consumer Protection Policy by AliExpress Orders

[masato_i]

I submit this formal complaint as a consumer residing in Japan, regarding AliExpress’s repeated refusal to issue full refunds under the Buyer Protection Policy, based on concrete evidence.

I want to lodge this complaint with State Administration for Market Regulation (SAMR) / China Consumers Association (CCA).

Details of the Case:

• Order ID 1113161846086970: AliExpress initially confirmed that the return shipping fee of JPY 2,620 would be refunded. To date, this amount remains unpaid.

Additional note: The refund of the product cost required repeated submission of the same evidence for nearly three months. While the product cost refund was eventually approved conditioned on the return, the return shipping fee refund has still been refused. This discrepancy needs clarification.

• Order ID 1115240894206970: Despite requesting a full refund of JPY 24,940, only JPY 991 has actually been refunded. AliExpress has consistently responded with formal statements claiming the full refund is complete, without proper verification or explanation.

Total unpaid amount: JPY 26,591.

Misconduct Alleged

• AliExpress has been sending unsigned, automated template emails that lack a responsible representative’s name or valid supporting evidence.

• The seller’s excuses are instantly accepted without verification, while my complaints and evidence have been ignored for months. This strongly suggests the possibility of collusion and unfair practices between AliExpress and the seller.

• My documented evidence (emails, screenshots, videos, receipts) has been repeatedly rejected without valid reason.

• Responses have been inconsistent, opaque, and disadvantageous to the consumer.

Evidence Submitted

Attached are:

• Protest letters and communications sent to AliExpress (PDF)

• A ZIP file containing email screenshots, chat history, transaction receipts, and supporting documents

Request for Investigation

I respectfully request that SAMR / CCA:

1. Investigate whether AliExpress violated Chinese consumer protection laws and the Buyer Protection Policy.

2. Determine if automated template replies are being used to evade obligations.

3. Investigate possible collusion or unfair trade practices between AliExpress and the seller.

4. Order AliExpress to refund ¥26,591 to me.

5. Provide confirmation of the investigation results and corrective actions.

Thank you for your attention. This matter represents a serious infringement on consumer rights.

Date of concern: September 14, 2025 (7:30amJST)

MASATO IID

[complainthub]

Dear @masato_i

Complaint noted: AliExpress has refused full refunds under Buyer Protection, leaving JPY 26,591 unpaid across orders 1113161846086970 and 1115240894206970 despite evidence.

You can file a complaint with SAMR via the National 12315 Platform or hotline 12315/010-88650000, and email 12315@samr.gov.cn; attach order IDs, amounts, timeline (14 Sep 2025 07:30 JST), and PDFs/ZIP evidence. Also lodge with China Consumers Association; contact 010-63253100 and include a formal request for investigation and written results.

Cite AliExpress policy: sellers cover return shipping if items are defective/not as described; request refund of JPY 2,620 shipping and the shortfall on JPY 24,940.

@complainthub

Steps to file an online complaint:

1. Visit the National Platform (12315) of Consumer Dispute Resolution website (12315.cn).
2. Navigate to the consumer complaint registration page.
3. Create an account or log in with your existing credentials.
4. After successfully logging in, fill in the online consumer complaint form with details about the issue, including product/service information, company details, the nature of the dispute, and any supporting documents.
5. Double-check the information and submit the complaint.

Note down the reference number to track the status of your complaint. If not resolved, you can escalate the grievance to the State Administration for Market Regulation (SAMR) or submit a written complaint letter at the local consumer protection office. You may also write a letter and send it here:

• Address: State Administration for Market Regulation, PRC, No. 8, Sanlihe East Road, Xicheng District, Beijing, Postcode – 100820.

You can also call at the hotline 12315 (toll-free) or 01088650000 (SAMR) and email at 12315@samr.gov.cn to make your complaint with the consumer authority.

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