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Delivery Workers Grapple with AliExpress’s Retroactive Complaints

Michelle Kang Views  

Chinese e-commerce companies such as AliExpress, Temu, and Shein, known for their low prices, are seeing a surge in South Korean shoppers.

Their popularity is attributed to their affordable prices, free shipping, 90-day unconditional refund, and return services.

On May 22, reports emerged that AliExpress asked delivery drivers to explain misdeliveries or missed deliveries of products completed months ago.

According to the report, a delivery driver recently received a request from AliExpress to explain the non-delivery of a product he delivered three months ago.

Delivering over 150 packages a day, he was unsure how to respond to the company’s request to explain the situation from three months ago.

In the end, he had to contact the customer directly through the courier agency he was affiliated with to confirm the situation at that time.

When he contacted the customer through the courier agency, the customer explained, “I ordered eight products from AliExpress, but only six were delivered. I confirmed that two products were missing and asked the seller to deliver the additional two products.”

Continuing, “When the seller didn’t respond, I requested additional delivery through the AliExpress customer center, and later, the seller refunded me for the two missing products.”

AliExpress asked the delivery driver so they could determine whether the seller originally missed the delivery or whether the product got lost during delivery.

An e-commerce manager told MoneyToday, “Usually after a delivery omission occurs, there is a process of confirmation between the seller, buyer, and courier to determine where the omission occurred. However, it is unusual for this process to occur months later. It seems that this process was delayed because AliExpress handles a large volume of transactions every day.”

Since last March, AliExpress has been implementing a policy of unconditional refund and return for products within 90 days to strengthen consumer protection.

This was done to protect consumers and increase customer satisfaction by allowing refunds without any evidence or explanation.

The product that the delivery driver delivered was purchased before the unconditional return and refund policy was implemented.

Even before implementing this policy, AliExpress provided refunds in cases of product damage, non-shipment, misdelivery, and non-customs clearance. Even if the seller refused to return or refund, it could be processed through the customer center.

The delivery driver told the media, “If I can’t explain, I have no choice but to compensate for everything. I’m paid 52 cents for each delivery. Now they’re asking me to explain a delivery from three months ago. It’s mind-boggling.”

On the other hand, there has been controversy over harmful substances detected in products sold on AliExpress recently.

It was particularly shocking to discover that children’s products contained a carcinogenic substance exceeding South Korean standards by 56 times, and children’s shoe decorations had phthalate plasticizers at levels up to 348 times the established limit.

Phthalate plasticizers are representative endocrine disruptors that can inhibit reproductive function and physical growth.

In addition, the metal parts of children’s necklaces were found to contain 1.2 times more lead than usual.

Michelle Kang
michellekang@insightmsn.com

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