Violation of Consumer Protection Policy by AliExpress Orders

[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.

If unresolved, request a supervisory review and disclosure of handling results via 12315. If still need help, reply to us