Frustrating AliExpress returns procedure

sham63

I ordered a motorcycle seat from AliExpress for £95 which did not fit correctly and also had a defect in the finish. The seat was advertised as having ‘free returns’ on the listing.

They accepted the return, but said they couldn’t provide a standard returns label given the size and weight of the parcel. They said I should return it myself and they would refund the postage. The return address was an industrial unit near Heathrow airport. 

I returned the seat using Parcelforce 48 at a cost of £10.80 (large parcel) AliExpress then prompted me to upload the tracking details and scans of the return label and proof of payment, all very efficient. They received the seat back and within 24 hours refunded my PayPal payment, but not the postage. There was a note on the refund notification saying I had to contact Customer Services to reclaim the postage, which I did. I was asked to submit my scans again, and this information was passed on to yet another customer services department. 

This next customer service department asked me to send proof again (third time!) which I did and I received a reply this morning saying they could not refund as I had not provided a copy of a ‘paper invoice’ whatever that means. I provided a scan of the label which shows the cost and a screenshot of the Royal Mail email showing all the details of the payment. 

 I suppose I should be glad I received a refund for the seat itself! 

superbigal

Login to your online business account and the proper invoice will be available.  Or you can request one by phone.  If you bought from a shop/post-office, you will also as well as the label have received a Vat invoice. This is what Ali will be requesting.