When the turnover is large, shipment issues might occur. It sometimes happens that AliExpress doesn’t deliver products to the addressees. There are a lot of possible reasons for that. In this article we are going to discuss the shipment cancellation and what can be done in this case.
What the “Shipment Cancelled” Status Means on AliExpress
First of all, let’s see what this status means. Chinese sellers’ work is based on the following system:
- First they assign a tracking number to every shipment (a small packet or a parcel).
- Then the order is prepared for shipment and gets the “Awaiting shipment” status.
- A courier service picks up orders from a warehouse.
Issues can occur on the third step when the parcel doesn’t get shipped. In this case the tracking number becomes invalid and the customer sees the “Shipment cancelled” status in the personal account in “My Orders” section.
Sometimes the seller deliberately cancels shipment due to technical reasons – delivery documents inaccuracy, non-ability to meet the delivery terms, etc. No doubt that any case it is the seller’s fault and in 99% of cases you can reckon on the refund.
Now you know why the “Shipment cancelled” status occurs on AliExpress and are ready to find out what you can do.
What to Do if the Shipment is Cancelled on AliExpress?
Don’t panic and take action. The first and the most reasonable option is contacting the seller.
What to Write to the Seller?
Describe your problem and attach a screenshot so that the seller could understand what product you are speaking about. An average time of getting a reply is one week. If the terms of the buyer protection are not expiring yet, wait for the seller’s reply. They can assign a new tracking number to the product, send the product once again or offer a refund.
You should open the dispute in case the seller doesn’t answer to your message or they refuse to make a refund (it happens very rarely though).
A Short Guide on “How to Open the Dispute and Return Money”:
- In “My Orders” section click “Open Dispute” next to the necessary product.
- Select “Shipment Problem” on the dispute’s reasons menu.
- Use an opportunity to upload the evidence – screenshots of the page with the information that the shipment was cancelled by the seller and screenshots of your message history with the seller.
- If the dispute doesn’t change seller’s mind about the refund, don’t close the dispute – it will automatically be escalated in a week and AliExpress administration will step in.
- In nearly 100% of cases AliExpress administration close disputes in favor of customers.
Keep in mind that you will have to wait for the refund. Sometimes it might take up to 2 months.
Here are some more tips:
- Don’t wait for the status to be changed to “Returned to the sender” or “Resent” – as soon as you see that the shipment was cancelled, immediately contact the seller.
- Buy from reliable sellers – Megabonus extension will show the reputation rate for every seller.
- In case you opened the dispute and the seller asks you to close it in exchange of some bonuses – do not agree, it’s a trap.
Remember that you have the right to contact AliExpress customer support at any time and you will for sure get a reply. Alibaba guarantees fair deals so there is no need to worry if you didn’t get the product. The seller or AliExpress will return your money back.
helo I have very strange situation. basicly buy the bricks model replica and seller insist that he shiped but only the last day of 10 or eight that is given to ship the item it was shown that it was finallyshipped. how ever untill the last day it wasnt showed any information of departure ariving at any facilities places just that it was shipped and today the last day it writtens that it is on custooms but wait not only that but also qvote
”Clearing Customs
Shipment cancelled” with the exclamation mark or sighn red one. What to do also week ago all listings and items was misteriously disapiered seller said that sight is under maitinance or his shop but I have the feeling that it was take out also his shop name is literly something like ” shop213235” name. Do anyone has any advise or suggjustion ? it sounds and looks very shady. Tank you I do apriesiate. ps sorry for me grammar
helo I have very strange situation. basicly buy the bricks model replica and seller insist that he shiped but only the last day of 10 or eight that is given to ship the item it was shown that it was finallyshipped. how ever untill the last day it wasnt showed any information of departure ariving at any facilities places just that it was shipped and today the last day it writtens that it is on custooms but wait not only that but also qvote .
”Clearing Customs
Shipment cancelled” with the exclamation mark or sighn red one. What to do also week ago all listings and items was misteriously disapiered seller said that sight is under maitinance or his shop but I have the feeling that it was take out also his shop name is literly something like ” shop213235” name. Do anyone has any advise or suggjustion ? it sounds and looks very shady. Tank you I do apriesiate. ps sorry for me grammar
It looks strange. If your Buyer Protection Time is still on, maybe you should open the dispute.
helo I have very strange situation. basicly buy the bricks model replica and seller insist that he shiped but only the last day of 10 or eight that is given to ship the item it was shown that it was finallyshipped. how ever untill the last day it wasnt showed any information of departure ariving at any facilities places just that it was shipped and today the last day it writtens that it is on custooms but wait not only that but also qvote
”Clearing Customs
Shipment cancelled” with the exclamation mark or sighn red one. What to do also week ago all listings and items was misteriously disapiered seller said that sight is under maitinance or his shop but I have the feeling that it was take out also his shop name is literly something like ” shop213235” name. Do anyone has any advise or suggjustion ? it sounds and looks very shady. Tank you I do apriesiate. ps sorry for me grammar
I’ve tried a dozen times or more to order small numbers of microcontrollers on AliExpress and each time the seller claims to have shipped the order and then days of weeks later the status changes to ‘shipment cancelled’ or suddenly I get a message that they want may times more for the product than I have already paid for. I’ve come to the conclusion that every single seller on AliExpress selling micros is a shady criminal. Worse yet, the platform gives absolutely no way to report or give feedback on these sellers that will not honor the deal they have advertised.
I agree it is the same for me.
Aliexpress is completely useless. I will continue to use Ebay and Amazon where if you have a problem you will find someone to talk to
Hello,
I have a strange issue:
on my order details page, the status of my order is: The seller has shipped your order.
but on the shipping tracking page, it shows: Shipment canceled!
I have tried to contact the seller via the message center for 2 days, but I didn’t receive any response from him!
what should I do now?is this normal?
The same thing happened to me too, you can’t talk to anyone.
We have been scammed
Many items cheaper than “wish” “ebay” and Amazon, but I felt something wrong. I had purchased item and soon got cancelled order by seller. Same items purchased from another seller and also they asked me to cancel order. Now still they are selling items which I have ordered but price is going up. They looks like to selling item higher price… Totally joke. They asked me to choose the reason for ” others” in order to refund money.
I don’t trust these sellers. will never visit this site.
The customer service has never actually been accessible to buyers. If you know how to contact a human representative of customer service, I’d like to know. I have been cheated out of $81 order, ordered on Aug 3, today is Nov 27, I have proof from my post office that the order never arrived in my country, yet Aliexpress insisted that I received the order and instantly closed my disputes.
Hello, you say “Remember that you have the right to contact AliExpress customer support at any time and you will for sure get a reply. Alibaba guarantees fair deals so there is no need to worry if you didn’t get the product.”. This is simply not true today. The customer service is not reachable. And sellers are using it to cheat customers out of their money. There is no fair deal once a problem arises. I was cheated out of $81 and now another order has gone missing.
If you know how to contact a human customer representative, please kindly tell me. I am fed up with aliexpress. They don’t want to refund money on genuine cases so that they don’t lose their fees. This is outrageous!
Hi my order describes that my shipment is cancelled…have tried to contact the seller but he/she doesn’t respond to my texts….pls I need to know what’s going on and the reason of my order to be cancelled
you have been scammed
Hi, my order’s shipment got cancelled and seller provide new tracking number via PM. What should I do or ask to seller?
1. Check your order status and the Buyer protection Timer. Make sure it didn’t expire.
2. Try to track the order using each tracking number.
3. If the order doesn’t show up till the end of the Buyer Protection Timer, open the dispute.
Dear Marina
my shipment was canceled immediately, before departure, and i can’t open any disputes, the seller doesn’t respond, i can’t talk to anyone …. basically i got scammed
Please send me more information and the screenshots to mberkutova@megabonus.com.
My order came up delivered but then in the drop down from that said camcelled shipping.
Ive been waiting for this item for over 3 months for it to just now show this.
My order has been closed when i get a coupon i can’t receive any coupon wht should i do my orders keep getting closed by aliexpress. And they don’t give a solution for this. Please help..
Please email to mberkutova@megabonus.com with more details.
I buy cosplay on Ali, I’ve so far bought a lot of it, including 2 swords. I’ve had the ‘shipment cancelled’ only on those swords, and giving me a new tracking number via a message. I hope this still means I’ll actually get my order, right? And when should I open a dispute for this case?
The new tracking code should appear in the tracking field of the order, not in the PM. Please check if it was updated. Open the dispute when the Buyer Protection timer stops or within 15 days after it, no later.
My shipment was cancelled because the seller said only standard shipping methods need to be used. They have sent me a link to a product called ” extra special fee” with instructions to pay additionally for this product on their aliexpress store and provide my american address and select standard shipping.
Do you have any experience with this form of transaction ?
Actually not. As a rule, the seller bears the expenses when they decide to change the shipping method.
This is a cheap trick many dishonest sellers use now, so that if the buyer refuses, they do not ship the order and do not refund the money.
This happened to me and my seller said not to worry and that my package is on the way. I do not know what to do, should I open a dispute or do you think my package is actually coming?
If the shipment is not tracked within a week or two, we would recommend opening a dispute.
Very informative site, I have issue same as this article, shipment cancelled and my refund is safe. Thank you, for sharing this article. 😊
But what to do if the same store keeps canceling the shipment? For the 2nd time I ordered an item from them, for another time it’s been already on its way to me, and it’s cancelled again. I dare to think that they simply don’t want to sell it for a lowered price since I had used a coupon.
These days the problem can lie in transportation from China. There are cases when there are not enough flights and airlines return parcels. The sellers have to resend them then.
Helpful
Hi, thanks for helping us out with any questions. Good on my order appears shipping canceled.I contacted the seller and he told me to open a dispute, which returns the money.OK! But why open a dispute?Why doesn’t he return the money without me opening a dispute? He said that in the dispute I choose: buyer does not want the order.Just that I will open a dispute based on either?I’m afraid to open the dispute and Aliexpress doesn’t help and I lose my money.Help me!
The money is returned not by the seller, but by Aliexpress which is an intermediate between the customers and the sellers. So you have to open the dispute (choose “Refund only”), state that you didn’t receive the order, enter the desired refund sum (the sum you paid for it, the shipping fees and the coupons cannot be refunded). Then write that you didn’t get the product and it is not tracked or what you can see in the tracking field. Attach the screenshot proving the order hasn’t been delivered and submit the dispute. Good luck!