{"id":"aliexpress","page":"https://escalate.alexgaoth.com/#/c/aliexpress","html":"https://escalate.alexgaoth.com/c/aliexpress/","generated":"2026-10-15","company":{"id":"aliexpress","name":"AliExpress","aliases":["aliexpress.com","ali express","aliexpress choice"],"sector":"retail","parent":"Alibaba Group","website":"https://www.aliexpress.com","official_domains":["aliexpress.com"],"regulators":["ftc"],"notes":"AliExpress is a marketplace; its privacy policy describes the platform as a service that \"connects and facilitates sales and purchases between business sellers\" and buyers, so most items are sold by third-party sellers. Under the privacy policy (effective July 30, 2026), buyers in the United States contract with AliExpress E-Commerce One Pte. Ltd. (Singapore). AliExpress help-center pages load their text with scripts and could not be read by automated fetches on 2026-10-13. No official AliExpress page on phishing or off-platform payment scams was read; AliExpress-hosted \"wiki\" articles found in search are not official policy and are not used here.","channels":[{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"},{"id":"privacy-portal","type":"portal","label":"AliExpress privacy rights requests","value":"https://privacy.aliexpress.com/","purposes":["privacy_request"],"source":"https://terms.alicdn.com/legal-agreement/terms/suit_bu1_aliexpress/suit_bu1_aliexpress201909171350_82407.html","last_verified":"2026-10-13"},{"id":"privacy-email","type":"email","label":"AliExpress Data Protection Officer","value":"DataProtection.AE@aliexpress.com","purposes":["privacy_request"],"source":"https://terms.alicdn.com/legal-agreement/terms/suit_bu1_aliexpress/suit_bu1_aliexpress201909171350_82407.html","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"buyer-protection"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Contact the seller first, then file a Return/refund request on the order within 15 days of receipt; AliExpress refunds after the return passes warehouse quality control.","evidence":["order number","photos or video of the item","the listing's description and photos","chat with the seller"],"steps":[{"do":"Contact the seller through the order first."},{"do":"If the seller does not fix it, open My orders, then the order detail, then Return/refund, within 15 days of receipt.","channel":"buyer-protection"},{"do":"Choose the refund destination; the original payment method or the AliExpress fast refund-bonus (conditions apply)."},{"do":"Keep every payment and message on AliExpress. If AliExpress does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Buyer Protection covers an order that \"doesn't match the item descriptions or photos or arrived damaged/shortage\", within 15 days. \"You can enjoy our Free Return service within 15 days of receipt of delivery.\" For change-of-mind returns the buyer pays return shipping.","issues":["refund_request","damaged_item"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"},{"kind":"process","claim":"\"You will be fully refunded as soon as the quality control has been completed at the warehouse.\" The page states no number of days. Refunds go to the original payment method or to the AliExpress fast refund-bonus (conditions apply).","issues":["refund_request"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Report a damaged, short or not-as-described order within 15 days of receipt through Return/refund on the order.","evidence":["order number","photos or video of the damage and packaging"],"steps":[{"do":"Contact the seller first, then file a Return/refund request on the order within 15 days of receipt.","channel":"buyer-protection"},{"do":"If AliExpress does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"An order that \"arrived damaged/shortage\" is covered by Buyer Protection within 15 days.","issues":["damaged_item"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}]},{"issue":"lost_package","summary":"An item that did not arrive or was lost within the guaranteed delivery window shown on the order detail page is covered by Buyer Protection.","evidence":["order number","guaranteed delivery date from the order detail page","tracking history"],"steps":[{"do":"Check the guaranteed delivery window on the order detail page."},{"do":"If the item has not arrived within that window, contact the seller, then file a Return/refund request on the order.","channel":"buyer-protection"},{"do":"If AliExpress does not refund, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Buyer Protection covers an order when \"Your item didn't arrive or was lost in transit within the guaranteed delivery window in order detailed page\".","issues":["lost_package","late_delivery"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}]}],"known_blockers":["Return/refund requests are filed from the signed-in order page; AliExpress help-center pages need a full browser to load."]},"playbooks":{"refund_request":{"company":{"id":"aliexpress","name":"AliExpress","sector":"retail","website":"https://www.aliexpress.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Contact the seller first, then file a Return/refund request on the order within 15 days of receipt; AliExpress refunds after the return passes warehouse quality control.","evidence":["order number","photos or video of the item","the listing's description and photos","chat with the seller"],"steps":[{"do":"Contact the seller through the order first."},{"do":"If the seller does not fix it, open My orders, then the order detail, then Return/refund, within 15 days of receipt.","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"do":"Choose the refund destination; the original payment method or the AliExpress fast refund-bonus (conditions apply)."},{"do":"Keep every payment and message on AliExpress. If AliExpress does not refund, dispute the charge with your card issuer."}],"channels":[{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Buyer Protection covers an order that \"doesn't match the item descriptions or photos or arrived damaged/shortage\", within 15 days. \"You can enjoy our Free Return service within 15 days of receipt of delivery.\" For change-of-mind returns the buyer pays return shipping.","issues":["refund_request","damaged_item"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"},{"kind":"process","claim":"\"You will be fully refunded as soon as the quality control has been completed at the warehouse.\" The page states no number of days. Refunds go to the original payment method or to the AliExpress fast refund-bonus (conditions apply).","issues":["refund_request"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Return/refund requests are filed from the signed-in order page; AliExpress help-center pages need a full browser to load."],"security":{"official_domains":["aliexpress.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":0.714,"sources":{"primary":5,"other":2},"verified_from":{"page":7},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 71% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AliExpress is a marketplace; its privacy policy describes the platform as a service that \"connects and facilitates sales and purchases between business sellers\" and buyers, so most items are sold by third-party sellers. Under the privacy policy (effective July 30, 2026), buyers in the United States contract with AliExpress E-Commerce One Pte. Ltd. (Singapore). AliExpress help-center pages load their text with scripts and could not be read by automated fetches on 2026-10-13. No official AliExpress page on phishing or off-platform payment scams was read; AliExpress-hosted \"wiki\" articles found in search are not official policy and are not used here.","warnings":[]},"damaged_item":{"company":{"id":"aliexpress","name":"AliExpress","sector":"retail","website":"https://www.aliexpress.com","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Report a damaged, short or not-as-described order within 15 days of receipt through Return/refund on the order.","evidence":["order number","photos or video of the damage and packaging"],"steps":[{"do":"Contact the seller first, then file a Return/refund request on the order within 15 days of receipt.","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"do":"If AliExpress does not refund, dispute the charge with your card issuer."}],"channels":[{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"An order that \"arrived damaged/shortage\" is covered by Buyer Protection within 15 days.","issues":["damaged_item"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.","source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"Under a \"full\" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Return/refund requests are filed from the signed-in order page; AliExpress help-center pages need a full browser to load."],"security":{"official_domains":["aliexpress.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":0.714,"sources":{"primary":5,"other":2},"verified_from":{"page":7},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 71% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AliExpress is a marketplace; its privacy policy describes the platform as a service that \"connects and facilitates sales and purchases between business sellers\" and buyers, so most items are sold by third-party sellers. Under the privacy policy (effective July 30, 2026), buyers in the United States contract with AliExpress E-Commerce One Pte. Ltd. (Singapore). AliExpress help-center pages load their text with scripts and could not be read by automated fetches on 2026-10-13. No official AliExpress page on phishing or off-platform payment scams was read; AliExpress-hosted \"wiki\" articles found in search are not official policy and are not used here.","warnings":[]},"lost_package":{"company":{"id":"aliexpress","name":"AliExpress","sector":"retail","website":"https://www.aliexpress.com","account_url":null},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"An item that did not arrive or was lost within the guaranteed delivery window shown on the order detail page is covered by Buyer Protection.","evidence":["order number","guaranteed delivery date from the order detail page","tracking history"],"steps":[{"do":"Check the guaranteed delivery window on the order detail page."},{"do":"If the item has not arrived within that window, contact the seller, then file a Return/refund request on the order.","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"do":"If AliExpress does not refund, dispute the charge with your card issuer."}],"channels":[{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Buyer Protection covers an order when \"Your item didn't arrive or was lost in transit within the guaranteed delivery window in order detailed page\".","issues":["lost_package","late_delivery"],"source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Return/refund requests are filed from the signed-in order page; AliExpress help-center pages need a full browser to load."],"security":{"official_domains":["aliexpress.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":0.714,"sources":{"primary":5,"other":2},"verified_from":{"page":7},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 71% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AliExpress is a marketplace; its privacy policy describes the platform as a service that \"connects and facilitates sales and purchases between business sellers\" and buyers, so most items are sold by third-party sellers. Under the privacy policy (effective July 30, 2026), buyers in the United States contract with AliExpress E-Commerce One Pte. Ltd. (Singapore). AliExpress help-center pages load their text with scripts and could not be read by automated fetches on 2026-10-13. No official AliExpress page on phishing or off-platform payment scams was read; AliExpress-hosted \"wiki\" articles found in search are not official policy and are not used here.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"buyer-protection","type":"portal","label":"AliExpress Buyer Protection (how to file a Return/refund request)","value":"https://www.aliexpress.com/p/buyerprotection/index.html","purposes":["refund_request","damaged_item","lost_package"],"notes":"The request itself is filed from My orders, then the order detail, then Return/refund, which needs sign-in.","source":"https://www.aliexpress.com/p/buyerprotection/index.html","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":[]},{"index":2,"rung":"written_complaint","candidate_channels":[]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["aliexpress.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":0.714,"sources":{"primary":5,"other":2},"verified_from":{"page":7},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 71% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}