AliExpress Refusing to Refund Stolen Parcel – Looking for Advice
Hi everyone,
I’m reaching out to see if anyone has experienced something similar and how you handled it.
I ordered several items from AliExpress, and they were shipped via Australia Post under tracking number 33XHD156414401000935108. Unfortunately, the parcel was stolen during transit as a result of the theft of the Australia Post delivery vehicle itself, which Australia Post has confirmed in writing.
I provided AliExpress with this official confirmation from Australia Post, but I’ve only received partial refunds for my orders. Here’s a breakdown of the affected items:
- Order ID: 8194801928754354 – Refund refused
- Order ID: 8194801928774354 – Refund refused
- Order ID: 8194964593714354 – Refunded
- Order ID: 8195569813204354 – Refunded
AliExpress keeps telling me to contact the courier to locate the parcel, even though I’ve already provided evidence that the parcel was stolen. According to Australian Consumer Law (ACL), it’s the seller’s responsibility to ensure that goods are delivered, and the buyer shouldn’t have to chase the courier to resolve these issues.
I’ve followed all their instructions, yet they still refuse to refund the remaining orders. I’ve also escalated this further by contacting the Australian Competition and Consumer Commission (ACCC). However, they often don't take action with standalone cases.
Has anyone else dealt with AliExpress refusing refunds in cases like this? If so, how did you get it resolved? Any advice would be greatly appreciated!
Thanks in advance for your help.
Update 07/01/2024: AliExpress has officially refused to refund me the remaining $13.74 and has closed the case, citing insufficient evidence. I reached out to Australia Post again, and they confirmed that the evidence they provided is official and should be adequate. However, they were unable to update the parcel tracking to reflect that it had been stolen. I then requested a refund from Australia Post, and they promptly initiated the refund process without issue.
Given that AliExpress has refused to honour their guarantee and have lied to me a multitude of times during the appeal and dispute process, I have decided to stop shopping with them, unless they happen to reconsider their stance and want to make genuine amends.
