When an order has been frozen, we will send you an email including the detailed reason for freezing the order.
You can also find the reason in your AliExpress account:
Go to My orders > click View Details to find out why your order has been frozen.
If you processed a charge back from your bank account, then your order will appear as frozen. Please wait for the verification result or contact the bank for the details.
If your bank agrees to charge back, your order will be closed and you’ll receive a full refund.
If your bank doesn't charge back, your order will be unfrozen and you will be able to continue processing the order accordingly
If your order is not delivered on time and the seller has confirmed shipment, you can extend the Buyer Protection time. Please follow the below steps to send the request:
Step 1: Sign into My Orders and find your order
Step 2: Click View Details, and Request to Extend Buyer Protection
Step 3: Fill in the extension time and click Confirm
Your request will be sent to the seller. If the seller agrees, the Buyer Protection time will be extended accordingly.
After you leave submit feedback, the feedback will should be displayed within 24 hours.
If you find the feedback has not been displayed after 24 hours, please check whether you have successfully left submitted feedback successfully. You can find the feedback record on our website:
Go to My Orders > Manage Feedback
When an order is logged under Orders Awaiting My Feedback, please you can submit your feedback.
