- Report: #1114881
Report - Rebuttal - Arbitrate
Complaint Review: Alibaba/Aliexpress.com
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I have been a customer of Aliexpress.com for well over a year and have made many purchases with no issues up until 12/31/2013 where my orders were cancelled and I was requested to provide reason of a chargeback for order ending in 9945 for in which I did as well as provide a copy of my drivers license id, credit card used to place my new order and proof of cancellation of chargeback cancellation from fraud reason(bank error) to "item not as described/broken/damaged"
I have been patiently waiting, I have never had any issues with any sellers other than the ones I have disputed via aliexpress and have always provided valid documentation and/or proof for the reason of the dispute/chargeback. It is imperative for this issue to be resolved so that I can place orders for my business that is growing, which now have been stalled and this is causing a financial catastrophe for me as I have to refund people. [continued below]....
I was asked to provide sensitive proof of identification yet my account is given no time frame for when it will be verified which is unprofessional. I "obeyed" the request from aliexpress.com yet was place in a limbo here and need my purchasing function via credit card back, it will truly defy the purpose of using aliexpress if I have to pay using another method which takes longer to process payment and the charge for making the payment which sometimes exceeds the cost of the order itself.
There should be no reason why there is a ban for me to use my credit card and why is should take longer than 3 business days to verify the documents that were requested. My card issuer told me that as per the request from the email I received from aliexpress for cancellation of chargeback as fraud to not as described was given to them and is easily accessible through the merchant account/payment system.
This matter needs to be escalated to someone who can assist me in a timely manner and efficiently approve and re-instate full function to my account. If Aliexpress can not do their part and verify the documentation to reinstate the credit card order payment function then they should not be requesting it and just cancel your account. Also, since Aliexpress is a worldwide business platform it should adhere to the same policies that sites catering to the USA market have to abide by. It is unheard of for business to be conducted in this manner. I have been going through hell for the last 2 weeks with generic and repetitive customer service chat remarks. I have never experienced anything like this before.
This report was posted on Ripoff Report on 01/11/2014 09:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/AlibabaAliexpresscom/internet/AlibabaAliexpresscom-AlipayAlibabacomAliexpresscom-alibabaalibabacom-aliexpressali-1114881. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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