(AUS)Aliexpress item delayed. Says rx by Aus Customs. Cant open dispute. Help.

[wilfred]

I ordered some test clips in April and the date has just passed where I can open a dispute because I haven't received the item. My order tracking, such as it is, says it is in Australian customs and that was 2 months ago according to the Aliexpress site links from my orders list.

I am assuming now it isn't coming. However, how do I open a dispute when as soon as I tick "refund only" and then "no" for has the item arrived, the website throws up a message saying it is received in the destination country and there are no other obvious ways to go forward and submit the dispute to start the ball rolling. A message box that was there disappears as soon as I check "no".

I have open a dispute before (for that super cheap meter about 2 1/2 years ago that Dave was talking about). I got a refund then but it was never sent, and certainly not as far as received in Australia.

I shut down ad and script blockers in my browser and restarted it in case that was somehow responsible for the absence of a way forward. But it didn't help.

So have you found yourself in a similar situation and how did you sort it out? It's not super valuable so I can wear it without shedding too many tears but I ordered it because I wanted them.

I'm OK with Aliexpress generally because mostly I order cheap junk and it actually does arrive pretty smartly. But they sure don't seem to want to make it easy.

Anyway, thanks if you can offer some help.

[georges80]

I had the same here in the US. "stuck" in US customs for months. Waited till the dispute time date and then filed a dispute. Same issue, no clear way to file it, so I just used one of the other reasons.

Ali came back saying that it is in customs and to inquire. I said I had already done that (well, in the US you can only contact the post office, that said it was stuck in customs and that's all they could do). Ali then refunded.

And, several months later, it is still "stuck" in Customs - clearly lost forever

So, just fill in whatever you can that will allow you to open the dispute, then you can explain via the comment section.

Good luck.

cheers,
george.

[Trader]

I have a similar problem, I forgot to open a dispute in 15 days so I open a dispute with my CC, they contacted Aliexpress and asked me to wait up to 3 months.  Let's see.

[asmi]

I always open dispute whenever the time is about to expire if I haven't received anything yet. Though in my experience Canada Post loves to sit on parcels for months right before they pass them to the customs. There were numerous times when I contacted them and got a response "we don't know anything", yet on the next day a parcel "magically" appears back in tracking and get delivered few days later.

There were a couple of cases when I got my refund due to non-delivery, but an item eventually arrived in a couple of months after that.

[Trader]

I always open dispute whenever the time is about to expire if I haven't received anything yet. Though in my experience Canada Post loves to sit on parcels for months right before they pass them to the customs. There were numerous times when I contacted them and got a response "we don't know anything", yet on the next day a parcel "magically" appears back in tracking and get delivered few days later.

There were a couple of cases when I got my refund due to non-delivery, but an item eventually arrived in a couple of months after that.

How do you justify your dispute?  I said: "Purchase Protection is running out, but package is still in transit".

They said: Invalid "The tracking information shows that the package has arrived at your local post office and waited for your collection. We warmly suggest that you can contact the shipping company Customer Care Center and you will get this package as soon as possible. If the package not in good condition/ goods shortage, you are suggested go to 'Dispute Detail' -- Check 'Dispute Reason-- Click 'Update Reason' to update your reason for filing a dispute."

But the package never arrived, in fact, the last update was "Customs clearance successful" and nothing more after that.

[thm_w]

https://www.reddit.com/r/Aliexpress/comments/gr6tu8/faq_aliexpress_shipping_and_tracking_during_the/
https://www.reddit.com/r/Aliexpress/comments/gten27/aliexpress_buyer_protection_dispute_refund_faq/

How much time is actually left on the order timeout?
Usually there is no sense in opening a dispute unless that time has run out or almost run out, they will just tell you to wait.

But the package never arrived, in fact, the last update was "Customs clearance successful" and nothing more after that.

How long ago was that, and how much protection time is left? USPS was incredibly backed up at one point.
You'll likely need to get a screenshot from USPS support or something, saying that the package can't be found, and has not been delivered. Assuming protection time is running out.

[rsjsouza]

Although I would be terribly frustrated as well, I would struggle to find a moral reason to get a refund from the seller for the item. If the tracking information is accurate, why would the seller have to eat the cost of the product due to a problem with the local government? Of course, that is assuming the import form was properly filled (which usually is in my experience).

Trader and I share a common country of origin and we know well how the local agencies there treat parcels, especially if they are "tempting" valuables.

[RoGeorge]

It happened to me for the package to be late.  Contacted the seller a day or two before the buyer protection was to expire, so to warn the seller I am ready to open a dispute.  The seller extended the protection once or twice, the item was still not delivered, opened dispute and won.

The seller refunded the money, then a few weeks later the item arrived.  Could have just grabbed the item for free, but after I've checked the goods were in good working I contacted the seller and offered to pay again for the now free item.

Paying again but without sending an item was not possible.  Instead, it is possible to buy multiple voucers of $1 each, which I did just to be fair with the seller, because after all the seller can not control the shipping delays.

[peteru]

I've had a similar issue to the OP. I ordered computer case HDD mounting parts to the tune of about AUD$80. Here's my advice and story...

Be selective about where you get your tracking information from. If you use the tracking links that AliExpress provide, you will see the tracking information from the China Post point of view. As far as the sellers and AliExpress are concerned, once the package arrives in Australia, AliExpress assume it was handed over to Australia Post for final delivery and they declare it as delivered. They do not appear to track in the destination country - at least not with cheap/free shipping options to Australia.

When I had a similar issue, I managed to find a 3rd party package tracking site that had more detailed tracking information, including the tracking number that Australia Post assigned for local delivery. I used that information to contact Australia Post about the missing package and they managed to track it as far as the local delivery centre and then the trail stopped. Australia Post got the delivery centre to look for the missing package, but a few days later they reported back, saying that they can not find the package and that it is now considered lost. They also suggested that I do not waste time with AliExpress and request a charge back from my credit card before the time limit for that expires.

I thought that I would give AliExpress a chance to do the right and jumped through the various hoops, roadblocks and obstacles that they threw up. This included having to open a dispute using a different topic to be even able to get through to someone. After a few weeks of going back and forth with the seller and AliExpress dispute team, including sending them links and screen shots of Australia Post declaring the package lost, I was getting nowhere. The AliExpress support staff insisted that it was delivered and gave me advice ranging from waiting longer to asking neighbours if they had my package. At that point I told them that there was clearly enough evidence supplied to prove the package was never delivered and that they could seek compensation from their postal service as per advice from Australia Post. I also told them that I was going to contact my credit card issuer, ask for a charge back and provide the credit card issuer with all the information regarding my attempts to resolve the issue with AliExpress. At that stage AliExpress chose to give me full refund.

Bottom line is, dealing with AliExpress is intentionally frustrating and slow by design. In the first instance the intent is to make you give up and absorb the loss. In the second instance, it is so that your time limit for a charge back is exceeded. My advice would be to gather just enough evidence to clearly show that the package has not been delivered, give AliExpress an opportunity to refund you in full and if they fail to do so, tell them you will initiate a charge back with the credit card issuer. If they do not refund at that stage, contact your credit card issuer, ask for charge back and supply them with your evidence, including a log of your attempts to resolve the issue with AliExpress.

[wilfred]

Although I would be terribly frustrated as well, I would struggle to find a moral reason to get a refund from the seller for the item. If the tracking information is accurate, why would the seller have to eat the cost of the product due to a problem with the local government? Of course, that is assuming the import form was properly filled (which usually is in my experience).

Trader and I share a common country of origin and we know well how the local agencies there treat parcels, especially if they are "tempting" valuables.

I understand where you're coming from. But on Aliexpress sellers know what to expect and I assume they pad the price enough as insurance for a number of "lost" items. Same goes for the number of errors made by staff sending the wrong thing and poor cheap inadequate packaging. Everything eventually get factored in. The upside for Aliexpress and sellers is that customers buy more freely and confidently. They make these policies to lubricate the wheels of commerce.

[retiredfeline]

In my experience with Aliexpress cheap shipping the goods are sometimes not where the tracking implies it is, once it's been handed over to the carrier. I've had small packets transshipped through another country to get around transport bottlenecks, as the labels bear witness. A recent packet just turned up in my mailbox one day, within the period allowed. You may have to wait for the expiry of the shipping period to put in a claim.

[Brumby]

Although I would be terribly frustrated as well, I would struggle to find a moral reason to get a refund from the seller for the item. If the tracking information is accurate,

I'll just stop you right there.

How do you know the tracking information is accurate?  It's a known fact that some eBay sellers have used tracking information for an item that is not addressed to the buyer.  I would have reservations about blindly assuming it's all above board.

why would the seller have to eat the cost of the product due to a problem with the local government? Of course, that is assuming the import form was properly filled (which usually is in my experience).

A buyer's responsibility is to pay for an item and provide accurate details for delivery.  It is then the responsibility of the merchant to deliver that item in acceptable condition and in a timely manner.  Lost items are not something a buyer should not pay for as long as they have done their part fully and completely.  For a merchant, losses are a part of the "cost of doing business" and these are (or should be) factored into any business model.  Delivery channels used being part of that.

Look over some of the consumer protections afforded in your local legislation.  The merchant is responsible for addressing the lions share of problem situations.



That said, my last Aliexpress purchase was in my letterbox 10 days after ordering.  That was phenomenal.

[nuclearcat]

As far as i know, by international rules, before you sign papers that you got package - package owner is still merchant.
So you have no rights to contact shipping company, to search for lost package, etc etc. It is responsibility of the merchant.

I have a similar problem, I forgot to open a dispute in 15 days so I open a dispute with my CC, they contacted Aliexpress and asked me to wait up to 3 months.  Let's see.

Keep in mind, chargeback after paying have deadlines too. You need to check your bank terms, but usually it is 120 days, then you cannot return your money.
https://www.chargebackgurus.com/blog/dont-run-out-the-clock-understanding-chargeback-time-limits

[Brumby]

I always open dispute whenever the time is about to expire if I haven't received anything yet.

I do this also.

Once or twice I've had items turn up months later and I inform the seller and offer to re-pay.  I've had both responses - being taken up on the offer and being told not to worry.

[rsjsouza]

Although I would be terribly frustrated as well, I would struggle to find a moral reason to get a refund from the seller for the item. If the tracking information is accurate,

I'll just stop you right there.

How do you know the tracking information is accurate?  It's a known fact that some eBay sellers have used tracking information for an item that is not addressed to the buyer.  I would have reservations about blindly assuming it's all above board.

Presumption of innocence. Regardless of past history, anyone is innocent until proven guilty.

why would the seller have to eat the cost of the product due to a problem with the local government? Of course, that is assuming the import form was properly filled (which usually is in my experience).

A buyer's responsibility is to pay for an item and provide accurate details for delivery.  It is then the responsibility of the merchant to deliver that item in acceptable condition and in a timely manner.  Lost items are not something a buyer should not pay for as long as they have done their part fully and completely.  For a merchant, losses are a part of the "cost of doing business" and these are (or should be) factored into any business model.  Delivery channels used being part of that.

Look over some of the consumer protections afforded in your local legislation.  The merchant is responsible for addressing the lions share of problem situations.

The item is not lost yet according to the information presented to the buyer (and the seller for that matter). Sure, the buyer is free to negotiate a deal with the seller anytime he wants, but the sole responsibility of the package is with the courier company (ideally the seller would have to deal with them).

I have sent packages to friends in my home country that they purchased directly here in the US - some were lost and others took up to six months to show up. Despite not a commercial transaction, I would be very surprised if they suddenly blamed me for the missing or seized package. That is where I am coming from.

[asmi]

How do you justify your dispute?  I said: "Purchase Protection is running out, but package is still in transit".

I supplement disputes with screenshots of Canada Post's online chat conversation of them saying they never received it. That has always been enough to convince Ali. And often sellers offer refunds in these cases because they don't want bad reviews. As a matter of fact, I can't remember a single case when seller attempted to dispute a refund.
Also - NEVER use non-tracking shipping methods unless you accept the very real chance that you will never see your order. Spend those extra few bucks for Ali standard delivery or E-packet. If you feel especially cheapskate, take a look at what else your seller has for sale - if you find something else there that you want, you can combine the items into a single order and amortize the extra shipping cost that way.

[peteru]

FYI: Original poster is in Australia. There are certain laws and regulations that apply to doing business here. The expectations of Australian consumers are perhaps higher than what people in USA may accept. In general, the protections here are stronger than in North America. The laws apply even to overseas companies. AliExpress are fully aware of these requirements and implement them, although reluctantly and perhaps inconsistently. They are not alone - Panasonic and Samsung also have a reputation of trying to dodge their obligations and responsibilities and having to be pushed hard in order to resolve issues.

See my earlier post for one possible way of dealing with the issue, as applied in the Australian context.

[Brumby]

I have sent packages to friends in my home country that they purchased directly here in the US - some were lost and others took up to six months to show up. Despite not a commercial transaction, I would be very surprised if they suddenly blamed me for the missing or seized package. That is where I am coming from.

The difference here is we are talking about a commercial enterprise - and delivery of goods is a prime part of the transaction.  It is the merchant's responsibility to provide the item that was purchased, prepare it for shipping and choose a carrier.  It is the merchant who decides what carrier (or carriers) they will use.  Any choice on the buyer's part is between the alternatives offered by the merchant.  It is the merchant who enters into a contract with the carrier to make the delivery.  Also note that, as a business, there are several factors that must be included in the running of that business.  Everything from rent, insurance, wages, etc. to losses from normal operation that can include write-off from damage, theft ... or loss in transit.

The purchaser simply orders the item, makes payment (in a manner specified by the merchant), supplies the information required for delivery .... and waits.

So ... I ask you ...
First question: ...  From the buyer's perspective, if something goes missing who is responsible?

Second question:  When is it reasonable for a purchaser to consider the item lost?  (Presuming, of course, that it was actually shipped.)

My answer to question 1 should be obvious: the merchant.  What the merchant does about a lost item is between them and the carrier they engaged to make delivery.  It has nothing to do with the buyer.

I would suggest the answer to the second question would be fairly obvious - some time before the expiry of the dispute period.  Why would you wait any later?