On Alex, the order is frozen, what does it mean? Frozen order on Aliexpress: what does it mean and how to deal with it. What is a frozen order on AliExpress

If you often buy goods on sales and participate in group purchases, then at least once you have encountered the order status Frozen.
Few people know what this means and what to do in this situation.
If you encounter this problem and don't know what to do, read this article.

What does frozen order mean?

I hasten to reassure you right away: there is nothing bad about the fact that your order is frozen. On the contrary, only good things. The Aliexpress security service detected suspicious activity in the store and may have prevented the scammer from getting your money.

What to do if your order is frozen?

If you encounter this status, take your time and carefully read everything that is written on the page. The Aliexpress portal itself informs you about what you need to do in this case.
Usually this is a message like this:
This supplier was recently found to be trading unsafely. To protect your trading activities, we have decided to review this order. Please be patient and wait for our further instructions.

Based on this, it becomes clear what to do. Namely, that you don’t need to do anything, just wait patiently for the result of the trial.

How long will the trial last?

It all depends on the load on the system (if your order was not the only one from this seller, or your order came under suspicion during a period of huge sales). Usually Aliexpress checks the order within a week.

What can an audit reveal?

At the end of the inspection, there are three possible options for further development of the situation:

1. If the seller can provide the necessary evidence of his good faith for the proceedings, the order will be unfrozen. Your order is already on its way to you and as soon as you confirm its receipt, the seller will receive his money.
2. If Aliexpress reveals that the seller is a fraud, then your money will be returned, and the order will become completed.
3. It is extremely rare that, due to some problems, the seller was unable to get in touch and prove his good faith within a certain period of time. In this case, your money will be returned and the goods will arrive.

P.S. I hope that after this article, you have no questions left, and you know what to do if your order is on the frozen list.
Happy shopping!

If you have recently become a user of the Aliexpress trading platform or are just planning to make your first order, then this publication is for you. Surely you will someday encounter the fact that the status of your order becomes Frozen or “in our opinion” - frozen. Why the order was frozen on Aliexpress and what to do in such a situation, you will find out right now.

Aliexpress: what does a frozen order mean?

Don’t worry if the site’s security service suddenly freezes your order for some reason. This is very good for you as a client. After all, an order is frozen only if Aliexpress suspects the seller of fraud or dishonest fulfillment of his duties to customers.

Frozen Aliexpress orders: what happens next?

• 3 days if the seller does not deny his guilt and agrees to correct the mistake;
• 10–15 days in a situation where the seller does not agree with the accusation against him.

After the investigation, the security service makes a decision, which can be in three versions.

1. You will be refunded the money paid for your purchase in full.
2. The seller will resend your order.
3. Aliexpress will ask you to wait for the parcel to arrive.

Aliexpress: frozen order, what to do?

Personally, you, as a client, do not need to do anything. You just have to wait for the site's decision. In general, situations with frozen orders on Aliexpress happen quite rarely. Often the reasons why a shadow “falls” on the seller arise from the inattention or even stupidity of clients. For example:

• the package did not arrive within 14 days and the client complained to the site that he did not receive the goods. Although, as you know, order delivery time can reach 60 days;
• the client complained that the track given to him by the seller was not trackable. But in fact it turns out that he tried to track his purchase using the order number or not on the right site at all.
• the client inattentively filled out the form when ordering the goods and entered the wrong receiving address, as a result of which the parcel was returned to the seller, etc.

The order is closed on Aliexpress, what does this mean?

Once the order on the Aliexpress trading platform changes to “Closed” status, you will no longer be able to change anything. Therefore, be careful and remember that an order can only be closed for the following reasons.

1. If you closed it when you confirmed receipt of the goods.
2. If you canceled your purchase or the seller did not ship the item.
3. If there was a dispute and the site made a decision in your favor or in favor of the seller, after which the order was automatically closed.
4. If the seller behaved unlawfully and the site closed the purchase due to suspicions of fraud by the seller.

Frozen order for Aliexpress. In mid-November, there was a sale on AliExpress; thousands of products were sold at a very deep discount. Representatives of AliExpress, after the sale, said that on that day (November 11) there was a huge surge in purchasing activity and Aliexpress turnover reached another unprecedented level.

Ten days after the sale on AliExpress, people started asking questions like this: I ordered a product at a big discount, the seller gave me a tracking number, I started tracking it, but the parcel goes to a completely different city, the seller doesn’t answer!

Or another thing: I ordered a product, the seller gave me a tracking number, but it is not tracked, two days later I went to the store, and there was no longer a single product there, the seller deleted everything and is not in touch. The order was frozen...

As a rule, such letters end with questions: what to do? How to get my money back? The order is frozen, please advise how to return the purchase price? I also encountered this situation - my order for Aliexpress was frozen, and the seller turned out to be a scammer.

History of ordering a cheap down jacket on Aliexpress from a scammer seller

I placed an order the day before the sale on Aliexpress. I came across an excellent down jacket for a ridiculous price of more than six dollars and with free delivery to Russia. The store where the down jacket was sold was opened not long before the sale on Aliexpress. On the day of the sale, Aliexpress scammers were most active.

All the goods in this store cost ridiculous money and there were a lot of orders. Buyers were attracted by the very low price and no one paid attention to the fact that there were no reviews at all.

I look at things realistically and was fully aware that it was simply impossible to buy a good thing for that kind of money. You may ask: why did you make the purchase then? In short: I wanted to gain experience of buying goods in such a dubious store on Aliexpress and was curious what the seller would put in the package under the guise of a high-quality down jacket.

The down jacket was ordered and paid for on November 9th, on November 10th the payment went through and a couple of days later the seller sent the goods and provided a tracking number for the parcel. At first glance, everything was going very well.

A few days later it turned out that my package with a down jacket was moving to a completely different city. It was obvious that the seller gave the tracking number from someone else's parcel.

From the very beginning, I already expected that there would be some kind of catch, so this situation did not become news. I calmly and absolutely correctly wrote to the seller that he had made a mistake and gave the tracking number from another order and politely asked to correct the mistake.

The seller was silent as a fish. A few days later I sent the letter again and, having received no response, I realized that writing to the seller was useless.

I looked at how much time was left until the order was completed and began to wait to open a dispute. There was no point in opening a dispute right away, in case the seller showed up and gave a normal tracking number.

After some time, Aliexpress sent a letter that the seller was suspected of fraud and the order was frozen. The following information appeared in my account.

After Aliexpress freezes the order, the buyer can no longer open a dispute. At this moment, the buyer cannot do anything at all regarding the order, and it is this fact that scares people. Thoughts arise in my head: the order is frozen, what to do now, how to get the money back? Help…

There is nothing wrong with a frozen order. The seller is given three days to prove his honesty; if he does not do this, the AliExpress administration closes the order as “suspicious” and the buyer is returned the money.

If the order is frozen, then you, the buyer, do not need to do anything at all. Just wait! If the seller proves his honesty, the order will be unfrozen and then you need to wait for the parcel to be received; if he does not prove it, the order will be closed and the money will be returned to the buyer.

It’s rare, but it happens that an honest seller, suspected of fraud, for some reason does not log into Aliexpress (sick, away...) and is recognized as a fraudster. The money is returned to the buyer, and after a while the package with the order arrives.

My story with buying a cheap down jacket ended with a happy ending. I gained experience and returned the money for the Aliexpress order to the penny. A few days after the order was frozen, a letter came from Aliexpress that the order would be closed on December 7th.

Interestingly, there was not a word in the letter about returning the money. Two days before the order was closed, I went to Sberbank online and found that Aliexpress had returned the money I paid for the down jacket. Here's the story.

What does a scammer seller hope for when he opens a store on Aliexpress with unrealistically low prices. In other words: how can he benefit? The scammer’s seller’s only hope is that very low prices for goods will attract buyers who will make a huge number of orders.

If there are a lot of orders, it is more than likely that one of the buyers will not be attentive and mistakenly confirm the order before receiving it at the post office. Well, if the fraudulent seller manages to hold out for some time, then there will be more buyers who miss the time allotted for delivery and do not open a dispute. This is how, without having the goods, the fraudulent seller can get money.

It’s clear that you always want to make a bargain - buy a quality item cheaply, but you shouldn’t forget: free cheese only comes in a mousetrap.

The main signs of a scammer seller: the store has been opened recently, the store has sales (there may be many of them), but there are no reviews, and the most important sign is a very low price for the product.

If a seller offers a product at a price two, three, five times cheaper than other sellers on AliExpress, then it is better to refrain from such a (at first glance) purchase. Although Aliexpress is trying its best to protect buyers from fraudulent sellers, it is still better not to take risks and not place orders from dubious sellers.

Purchasing goods on Aliexpress requires certain knowledge from the buyer, because no one is immune from force majeure circumstances. At the same time, each buyer must take into account that the trading platform cares about him and tries to quickly resolve all conflict situations, as well as prevent dangerous purchases. The latter is possible thanks to the provided order freezing procedure. We suggest that you consider all available information about it in order to know how to behave correctly in such situations.

You may hear a question from buyers: why are orders frozen on Aliexpress? It would seem that you have placed an order, paid for it and can wait for the parcel, but sometimes you log into your account on the website and see in the order status that it is frozen. How dangerous is this for the buyer and what should be done about it? Let's understand this situation.

The main reason why the freezing occurs is the actions of the trading platform administration, aimed at protecting buyers from fraudulent actions of sellers.

Therefore, first, let’s find out what are the grounds for freezing an order on Aliexpress:

• buyers leave negative reviews about the activities of the seller, who uses various deception schemes;
• the store closes the portal if not all orders have been completed yet;
• The seller provides incorrect track numbers to buyers and therefore the route of the goods cannot be tracked.

As you can see, the general concept of a frozen order on Aliexpress gives reason to believe that this is a positive procedure for the buyer, but certain inconveniences may still arise.

After the order is frozen, the administration conducts investigations to find out whether the seller is really guilty. If the latter does not deny his guilt, then in general the procedure will take no more than 3 days. It's another matter when the seller tries to provide evidence of his innocence. In such cases, the investigation procedure will take up to 15 days.

Freezing an already paid order

Having studied all the circumstances of the case, and, if necessary, the seller’s evidence, the administration of the trading platform will come to one of the following decisions:

• If it turns out that the seller is not a fraudster and he has successfully proven this, then the order will be unfrozen and the buyer will be able to receive it. It often happens that customer complaints are not so serious - the product arrived in the wrong color, size, or does not match the example in the picture. Inexperienced buyers can wait two weeks for a package and then complain that it didn’t arrive. But given the maximum delivery time - it can take up to 60 days - therefore, the parcel may actually be on the road. It happens that the tracking numbers provided by sellers are not tracked, but in most cases, buyers track the goods on the wrong site or do it too early. Typically, the parcel route begins to be displayed only 2-5 days after the buyer is provided with a track number.
• If an order that has already been paid is frozen, and based on the results of the verification, the seller is found to be a fraudster, then do not worry, because the money for the goods will be returned. More details about the return procedure will be discussed later.
• The third scenario is extremely rare, but still possible. The seller does not pass the verification not because of his fraudulent actions, but because he was on vacation, sick, or for other reasons was unable to provide evidence on time. In such cases, the buyer’s money will be returned, but the goods will still arrive.

How to unfreeze an order on Aliexpress

Now we propose to take a closer look at common scenarios and first learn how to unfreeze an order on Aliexpress.

Since the administration of the trading platform freezes the order, then only she can unfreeze it. In such cases, much depends on the seller himself, especially if he is engaged in business activities honestly. He must provide all the necessary information about the order, including documents confirming its dispatch. If the administration, after checking them, comes to the conclusion that they are real, then the order will be unfrozen. For buyers, this outcome of events is perhaps the best, since all that remains to be done in such cases is to wait for the parcel.

The further procedure for working on Aliexpress will not change. The buyer can track their parcel using tracking numbers and must confirm this after receiving it. As for money, it will not be transferred to the seller until the buyer indicates that the goods have been received and meet all the necessary parameters.

Delivery of frozen orders from Aliexpress

Please note that delivery of a frozen order from Aliexpress, after a successful investigation for the seller, carries with it some unpleasant moments for the buyer.

The fact is that when an order receives frozen status, the buyer protection counter does not stop. Therefore, the buyer may find himself in a situation where at the time of defrosting the protection period has already expired. This leads to the following consequences. Firstly, the money for the goods will no longer be stored in the Aliexpress bank and will be transferred to the seller’s account, while the goods will not yet be received by the buyer. It’s good if the parcel arrives within some time and it is without damage or other possible defects. What to do if the product does not meet the characteristics specified by the seller or it has serious flaws? According to the rules of the trading platform, it is impossible to use buyer protection, since the period for opening a dispute has already expired. If you suddenly find yourself in a similar situation, you should not give up and take no action. Experienced buyers advise in such cases to immediately contact the administration of the trading platform. Considering the current situation, employees will help to quickly find a way out of it that will satisfy all the buyer’s requirements, because for Aliexpress every customer is important.

Cancellation of an order and refund on Aliexpress

If the seller’s actions are considered fraudulent, then the order will be canceled and the money will be returned to Aliexpress.

To find out information about the refund procedure, you need to log into your account on the website and open the My Orders section. Among the entire list, look for the one that has received the specified status and click next to it on the “View data” button. Then, on the page that opens, you need to select the “Payment” tab, where all information not only about the buyer’s payment, but also about the refund will be displayed.

It may happen that the buyer receives a message about the order being frozen and the funds being returned, but a certain amount of time passes and there is still no information about the money received. Don't panic right away, especially if you have your own Alipay account. Sometimes funds are automatically returned to this account. If another payment method was used and the order status says that the funds have already been returned, then the result is the same - they are already in the Alipay account.

Such situations occur if the money is returned by default, therefore, this kind of information is simply not displayed. Therefore, in such cases, try to check your Alipay account. To do this, open your profile in this payment system and go to its settings page. As a result, information about the movement of refunded funds will be available. If you do not want to receive funds in this way, then next to the mark that the money will be returned to your Alipay balance by default, you should click “Cancel”.

Thus, the money will always be returned to the buyer in case of fraudulent actions by the seller, but it is necessary to monitor the accounts on your payment systems and the information in your Aliexpress account.

What to do if your order on Aliexpress has not arrived

Many buyers may find themselves in a situation where the long-awaited package still does not appear at the appointed place. In such cases, the question arises - what to do if the order on Aliexpress has not arrived? There are several options for the buyer, so we will pay attention to each of them:

• Contact the seller for help. Using the feedback forms, you can write to the seller and clarify the delivery information, including when the goods were sent and the track number. If the buyer receives such information and the track number is valid, then you track the route and wait for the parcel. It happens that the post office is overloaded and therefore the parcel is delayed, but this applies to those cases where the sellers did not use the services of private international transportation companies for delivery.
• Opening a dispute. If the track number is not tracked or there are only a few days left by the end of the protection time, then you should open a dispute. This will help protect yourself from fraudulent actions by the seller and get your money back for the product.
• Complaint against the seller. If the buyer has been waiting for his parcel in good faith, and the protection time has expired, then the only way out is to write complaints to the administration of the trading platform against the seller. Remember, Aliexpress has its own leverage over stores, which means the conflict will be resolved as soon as possible.

The last scenario is possible when the order has the status “Awaiting shipment” for a long time. This means that after paying for the goods, the seller still has not sent it. In such cases, you do not have to take any action, since after the deadline for sending the order expires (usually 8 days), it will be automatically canceled. The result of this is that the money will be returned to the buyer to the card or any other account that was used for payment.

Feedback from Aliexpress

Communication between buyer and seller, the opportunity to write to technical support of the site or contacting the administration of the trading platform - these are all examples of feedback in Aliexpress. It is used in cases where certain questions arise for the seller regarding the product or ordering procedure. Request for help from the administration occurs when a conflict arises between the seller and the buyer, which they cannot resolve on their own without a third disinterested party.

Feedback from Aliexpress can take the form of leaving reviews about the product. Moreover, all such reviews are used to form the seller’s rating, which subsequently affects its popularity among buyers. You can leave reviews either when the order is successfully received and it meets all the specified characteristics, or when the order is damaged or does not meet the parameters specified by the seller. The main requirement for such comments is that they must be written correctly and without the use of obscene language. Otherwise, it will not be published on the ordered product page.

To leave a review, just go to your personal account in the “My Orders” section and next to the required order, click on “Leave a Review”. After this, the buyer will be redirected to a page with a field to fill out a review. Here you can write everything you think is necessary about the product and even attach a photo of it. It is possible to give a rating from 1 to 5 depending on the overall impression. This takes into account three criteria, namely the accuracy of the seller’s description of his product, communication with him and delivery time.

After all the actions taken, you must click “Leave review”. It will be further checked by a moderator and only after a successful result will the review be published.

Frozen orders on Aliexpress video

If you plan to use the services of a Chinese trading platform, then find out all the purchasing rules in advance. Based on the experience of buyers, we can say that there are quite a lot of pitfalls and they relate to any stage of the order. At the same time, dishonest buyers rely on the illiteracy of buyers and use this for their own purposes.

As you may have already seen, some buyers, counting on the honesty of sellers, wait until the last minute for the goods and do not monitor the expiration of the protection period. This leads to them being left without money and goods. In the case of freezing, no attention is paid to the protection period, and after it ends, the buyer does not know in what ways he can protect himself.

Therefore, do not give sellers the opportunity to deceive you, because the trading platform has developed many high-quality buyer protection mechanisms.
If you still have questions about the topic discussed, then we suggest you watch the video - what does a frozen order on Aliexpress mean?

Sooner or later they encounter a problem when the site administration freezes their order. Most people immediately begin to sound the alarm, because... Basically, the order is frozen after the buyer has paid for the goods. However, you should not give in to panic prematurely, because the administration of the trading platform freezes orders in order to protect the buyer’s funds. How? We will talk about this in detail in our article.

Figure 1. What is a frozen order on AliExpress?

What is a frozen order on AliExpress?

• Freezing an order on AliExpress is the suspension of the transaction between the seller and the buyer by the site administration. As a rule, the AliExpress administration freezes an order when the seller from whom you ordered the product was suspected of fraud.
• Most often, such sellers receive money, but do not send the goods to the buyer. Or they send something other than what was specified in the order. However, in some cases it also happens that the seller sent you a package, but it did not arrive within the specified time frame. This may be due to the postal service that delivers the package, or to the theft of the goods by one of the employees of the selling company.

• For you, as a buyer, order freezing is a very good sign, because... This procedure will protect your funds that you have already paid for the product.
• Freezing an order can last up to three working days if the seller admits his guilt and undertakes to correct this unpleasant situation as soon as possible.
• If the seller denies any involvement in the incident, the order may be frozen for up to fifteen working days.

What to do if your order is frozen on AliExpress?

You, as the buyer, do not need to do anything. The security service of the AliExpress trading platform will check the seller within the time limits specified above and notify you of the decision made. If the seller really turns out to be guilty, you will get your money back in one of three ways:

• The funds spent on the purchase will be transferred to your account from which payment for the goods was made.
• Obliges the seller to resend you the ordered goods.
• They will inform you that the order is on the way and that you need to be patient and wait for the parcel to arrive at your post office.

What to do if your order is frozen on AliExpress?

In general, such situations when an order goes into the freezing stage arise extremely rarely. Fraudulent sellers are eliminated by the security service of the trading platform almost instantly, and, most often, the fault for freezing the order lies with the buyer himself for the following reasons:

• The goods were not delivered to the specified address within two weeks and the buyer complained to the site administration about the seller. There is no need to do this. It should be remembered that the goods are sent from another country and delivery is handled by Russian Post. So the delivery time can be up to 90 working days.
• The buyer filed a complaint against the seller because the track number he issued could not be tracked. In fact, it may turn out that the buyer tried to track the route of the goods using the order number or tried to do this on a third-party site.
• When filling out the form, the buyer entered an incorrect delivery address or other contact information. In this case, the parcel will be returned to the seller.

To avoid such unpleasant situations arising through your fault, we strongly recommend that you read our article “” before placing an order.

What is a "Closed Order" on AliExpress?

What is a "Closed Order" on AliExpress?

After the security service of the trading platform makes a final decision regarding the freezing of the order, it will change to the status “ Closed" Once this happens, the buyer will no longer be able to challenge the decision. Therefore, it is necessary to carefully monitor the status of the order and the progress of the proceedings. An order may be closed for the following reasons:

• The buyer independently closed it after receiving the goods.
• The buyer canceled the order for some reason or the seller did not send the goods.
• If a dispute was opened between the seller and the buyer, and the administration of the trading platform made a decision in favor of one of the parties. In this case, the order goes to the “ Closed» automatically.
• If the seller is suspected of fraud and the buyer has not yet managed to pay for the purchase.

VIDEO: What to do if your Aliexpress order is frozen?