A comprehensive guide to handling trade complaints and preventing fraud on AliExpress

In cross-border e-commerce transactions, risks and traps are common. Therefore, preventing foreign trade traps is a core issue that every e-commerce practitioner must face. This article will systematically explain the types of trade complaints and fraud on AliExpress, the handling process, and how to effectively avoid these problems.

1. Types of trade fraud and complaints

1. Cross-border e-commerce fraud types

Cross-border e-commerce fraud can be divided into two types:

• Both-party fraud: This type of fraud usually involves one party using fabricated facts or concealing the truth for the purpose of illegal possession to deceive the other party’s trust, so that the other party can pay for the goods or deliver the goods. However, the fraudulent party fails to perform or fully perform its contractual obligations, often characterized by false identities and apparently low prices.

• Three-party fraud: This type involves buyers and sellers and a third party. The third party often intercepts information and pretends to be one party’s identity to conduct transactions.

2. Cross-border e-commerce complaint types

Possible complaints about not receiving goods mainly include the following three situations:

1. Not shipped directly: After the buyer paid, the supplier still did not send the goods.
2. False delivery: The supplier provides false delivery certificates after the buyer pays, or the logistics information is not tracked.
3. Rejection of return: The buyer and the seller agree to return the product, but the supplier refuses to process it, including not refunding or being difficult to contact.

In addition, complaints about goods not conforming to the agreement also include:

1. The goods received have serious quality problems.
2. The quantity or weight of the goods received is less than what was agreed in the contract.
3. The goods provided are fake and not genuine.

2. How to handle trade complaints

The process for handling trade complaints is as follows:

• Complaints about goods not received: The supplier should negotiate with the buyer for shipment or refund, and provide relevant vouchers as evidence of solving the problem.
• Complaints that the goods do not conform to the agreement: The supplier needs to negotiate with the buyer to provide replenishment, price difference or other solutions.

3. Strategies to avoid trade complaints and fraud

In order to effectively avoid trade complaints and fraud, sellers should start from the following aspects:

1. Do a good job in account management: Prevent email theft and be wary of account transfer traps.
2. Be vigilant and identify fraudulent buyers: Fraudulent buyers are often tempted with large orders, pay upfront payments or provide forged vouchers, and ultimately refuse to pay the balance or ask for discounts.
3. Things to note when signing a contract:
   • Avoid over-committing and give yourself leeway.
   • When delivery cannot be made as agreed, the buyer should be informed promptly to gain understanding.
   • When a dispute occurs, friendly communication can effectively reduce the probability of complaints.
4. Notes after shipment:
   • Pay attention to the logistics situation. If the goods are lost due to logistics reasons, you should contact the logistics company in time and inform the buyer of the solution.
   • Assist customers to confirm receipt of goods and promptly notify them that the goods have arrived at the destination to reduce problems caused by third-party factors such as customs.
   • Retain product delivery voucher information, such as photos and quality inspection reports, so that it can be documented in the event of a dispute.

To sum up, by clearly understanding the types of trade fraud and complaints, effectively handling complaints, and taking corresponding measures to prevent risks, cross-border e-commerce sellers can better protect their own interests and improve operational efficiency on the AliExpress platform. .