Last Updated on August 12, 2022
With AliExpress being a decent e-commerce platform for dropshipping and many other e-commerce purposes, many entrepreneurs use it to drive profit. However, sometimes they face a problem of their AliExpress order being closed, which will be elaborated on in this article.
First Step — Find the Reasons
There can be several reasons why the order is closed. They are:
- The customer confirmed the delivery, but the order didn’t arrive
- Expiration of the buyer protection
- Order cancellation by either the seller or the customer (there will be a refund within 20 days)
- Failure to ship the product as it’s out of stock (after the payment, there will be a refund within 20 days)
- Fraudulent activity suspicion. It usually happens if profit reaches $10,000 a day.
- Security reasons – for example, if the coupons are used wrong
- Regular orders from the same locations with an international shipment
- Failure to process orders via a credit card
- Too many locations involved: for example, the credit card of one country, order processing is from another one, while shipment to the third country.
Please, note that it’s not the seller who has the power to close the order but AliExpress.
Usually, you can learn why the problem happened by checking the status. It’s simple to find:
- Tick “Account” in the upper right-hand corner
- Select “My Orders” from the drop-down menu
- In the third column, you will see “Order Status”
How to Proceed If the Order on AliExpress Was Closed
After you identified the reason for your order closed by Aliexpress after payment, you need to determine which of the two categories below it falls for:
Security Reasons
If your account was blocked for security reasons and, as a result, your orders are closed, you may need to process an additional verification for AliExpress to be sure that no fraudulent activity is involved.
To unblock your account, the site’s administration may ask you to provide any of the following:
- ID/Passport/Driver’s license
- Business verification
- Credit card data
- Contact information
Most likely, you will need to contact customer support first to understand what exactly the issue is.
Need Refund
If the problem lies not in your account security, but anything else and your order got closed after the payment, you need a refund. In most cases, in such a case, you will automatically receive a notification about the refund.
Typically, it takes about 7-14 days but doesn’t exceed 20. The funds are returned via the same payment system you paid through. Your refund status is shown in the “View data”/”payment” tab, where it’s indicated stage by stage: expected, processing, completed.
If you didn’t receive a notification about the coming refund, you might contact customer support:
- Go to the Help Center tab
- Tick “Refund” from the More Topic section at the bottom and choose the most relevant question to start the discussion
- Or Choose “Online Service” at the very bottom of the page and start a live chat.
If You Want to Prevent the Processing of a Closed Order
Order cancelation can be prevented if you take appropriate measures. They are:
- Payment systems: To prevent closed orders, it’s better to use AliExpress Pocket – a wallet for your AliExpress account where you can deposit funds to use for several orders. Another option is to choose “Other payment methods” when you review the order. All such orders will await payment in the orders tab.
- Bulk payments: Usually, this option is reasonable when the orders are blocked because the sum reaches $10,000 a day. It’s also a good solution if your bank account has restrictions for the number of orders to be processed a day.
- Credit card limits: To prevent your bank from suspecting fraudulent activity due to numerous orders processing, it’s advisable to inform it about your business activity with AliExpress and extend the limits.
- Ethics of conduct: Frequent reports and opening cases against vendors may also lead to orders closed. That’s why you should always be polite and avoid regular arguments. Sometimes, it’s better to find a new vendor.
Handling Closed Orders
Who to call when an order is closed on Aliexpress? Even if your order is closed, you can still:
Find It
Customers don’t receive notifications about the closed orders. To know whether this happened or not, you need to check order status:
- Go to your “Orders page”
- Find the status for each order
- Click “View Details” to learn further details in the Reminder section.
Reorder
Customers can’t open closed orders; thus, they must reorder the goods. It means that you should start the process from the beginning. However, you may use third-party vendors to facilitate the process.
Contact AliExpress Customer Support
If you keep having your Aliexpress order closed for security reasons, contact AliExpress customer support. Please note: it’s not the Eva bot that you first encounter in a live chat.
- From the main page, go to Help and then Customer Support
- Scroll down and find “Online Service”
- Type “appeal” in the chat
- Choose “Payment failure”, then “Appeal (Card Verification)”, after select “I cannot submit document”
- Click “Chat with an agent now”
You can also submit an appeal to AliExpress.
Submitting an Appeal to AliExpress
Submitting an appeal to AliExpress should be as soon as possible after your account is frozen or blocked. It’s advisable to prepare the documents you may need:
- a photo of your ID/passport/driver’s license
- a photo of your credit card
- a photo of your bank statement for the past three months
Please, make sure that all the sensitive information is covered. For example, for a credit card, leave only the last four digits of the card number visible.
Typically, AliExpress takes between 2-5 days to review an appeal, yet the time depends on the case. To speed the process up, you can inform AliExpress via customer support that you are a dropshipping entrepreneur or merely need an urgent review.
Steps Of Appeal Process
Firstly, you need to submit an appeal:
- Go to “My Orders”
- Find a warning sign below the red horizontal navigation tab and click “View Appeal”.
- Click the red button “Want to Appeal” for pending appeals
- Provide the details and upload the required documents
- Click “Submit”
Wait for an email to know that the appeal is accepted. After that, wait for the appeal processing.
Some Life Hacks to Sum Up
There are a couple of measures that help to prevent orders from being closed or help to handle them:
Use Shopping Assistant
Alitools shopping assistant helps you to tell reliable sellers from scams. The assistant can identify real discounts from fake ones, provide sellers’ full descriptions, find real reviews, and show similar goods. You can download it here.
Don’t Use VPN
VPN, as well as Proxies, hides your IP address and location. Therefore, AliExpress can get suspicious.
Have the Same IP for All Time
AliExpress may consider your activity as fraudulent if you log in to the account from different IP addresses. That’s why it’s advisable to use the same PC. Therefore, Aliexpress orders closed address needs to be the same as the account.
Check the Limits and Contact the AliExpress Support Before You Are Exceeding Them
If you notice that you are reaching $10,000 revenue a day, It’s advisable to contact AliExpress in advance, provide all the necessary data, and extend the limits before your orders are closed.
FAQs
What does it mean by “Order Closed” on AliExpress?
Even if the product hasn’t been sent yet, the “Order Closed” status may appear shortly after payment. The reason for this is that the seller hasn’t shipped the product because they’ve run out of it or because the tracking number was entered incorrectly. The order can be canceled by the seller.
What does it mean when your order is closed?
It means that your order was canceled because of some reason. It could be because of fraudulent activities or card issues. However, if transactions have already been made, you will be refunded.
What means AliExpress order closed due to security reason?
A closed AliExpress order means that the order was either cancelled by the buyer or seller, or it was closed by AliExpress for security reasons.
Cancelled orders may be due to a variety of reasons, such as an incorrect shipping address, the buyer’s order not meeting the seller’s minimum requirements, or a problem with the payment.
Closed orders due to security reasons may be because of fraudulent activity, such as attempted credit card fraud or stolen credit card information. They may also be closed if the buyer and/or seller are suspected of engaging in black market activities (such as smuggling goods into a country).
How to contact customer support?
If you accidentally confirmed delivery on an AliExpress order, don’t worry – you can contact customer support, and they will help you sort it out.
To contact customer support, go to the Help Center page and click on the ‘Contact Us’ button. From there, you will be able to select the most appropriate subject for your inquiry and fill out a form with your question or concern. Once you submit the form, someone from customer support will reach out to you soon
Please note that it may take a few days for customer support to get back to you, so be patient! In the meantime, you can check out Help Center for answers to common questions.
