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Summary of notices of recalling illegal goods by various countries

It is forbidden to sell illegal additives or other commodities identified, published or recalled by authoritative quality inspection departments or manufacturers. At present, the notices of recalling illegal goods by various countries are shown below, including but not limited to the following summary:

1. Strong magnetic ball

Reference links: Ministry of Health Canada official website; EU (28 countries) legal official website; Brazil (MERCOSUR) legal official website; New Zealand government official website;

2. Radio switch: reference link

3. Electrical Appliances: Reference Link

4. Grass darts: reference link

5. Blood glucose meter, blood glucose test paper: reference link

6. Inferior cosmetics:

Reference link; Reference link; Reference link; Reference link; Reference link ; Reference link; Reference link;

7. Poor-quality wet tissues: reference link

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AliExpress sellers' guide: frequently asked questions

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Introduction

In this guide, we will answer frequently asked questions by sellers on the AliExpress platform. We will briefly and clearly explain everything you need to know to sell successfully on the platform. The objective of this document is to make it a reference for new sellers but also for experienced sellers with specific questions, thus allowing them to find answers quickly and independently.

The content is divided into eight categories:

I. About AliExpress

II. Basic configuration

III. Download your catalog

IV. Best practices and marketing

V. Order management

VI. Dispute and infringement management

VII. Finance and payments

VIII. Promotions

For more in-depth operations, we invite you to follow any links to AliExpress Learning Center tutorials and courses. We also encourage you to go directly to the AliExpress Learning Center via this link to discover more content and learn more.

We hope you find this guide useful!

I. About AliExpress

1) Why sell on AliExpress?

AliExpress is a fast-growing retail platform of the Alibaba group. It is aimed at a young and international audience and offers a wide choice of products in all categories. Internationally, we have millions of active users daily and their activity focuses mainly on our mobile application.

Our local sellers benefit from the most competitive commissions on the market, between 5% and 8% depending on the product category, and high visibility with the possibility of selling throughout the European Union. It should also be noted that AliExpress is not in direct competition with its sellers. Indeed, we have an ecosystem of quality partners, offer assistance to our sellers and have an extensive promotional calendar and innovative traffic tools available to sellers.

2) What are the requirements to sell on AliExpress and what are the steps to follow to register as a seller in France?

AliExpress is open to any self-employed person or company registered for tax purposes in Spain, France, Italy, Turkey, Russia or China. To register in France, simply go to https://sell.aliexpress.com/ and click on "Join AliExpress".

Then, you will be able to enter your country of registration, email address, password, and then accept the terms and conditions. Please note that you will only be able to use an email address that has not previously been used as a seller or buyer on AliExpress or any other Alibaba Group platform. Then, you will receive a six-digit verification code by email that you will have to use to proceed to the next step.

Then you will add your company details and download your tax identification card. Remember that to avoid any problems in future shares, you will need to provide the name of the company, the head office address and the SIREN number, as indicated in the document you will attach.

Finally, you will add the basic information of the legal representative and once finished, you can start managing your store. In the event of an error, our team will inform you so that you can review the request. If you have any doubts, do not hesitate to visit AliExpress' Learning Center where the process is presented step by step on this link.

3) What are the costs of selling on AliExpress?

On AliExpress, sellers only pay a commission ranging from 5% to 8% depending on the category of products sold. There are no fixed fees or store opening fees. So, if you do not sell on the platform, there will be no cost. To see the details of the commission applied by category and subcategory, we invite you to go to the following link.

4) In which AliExpress categories can I sell and in which can I not sell?

You can sell your items in the following categories: clothing accessories, car and motorcycle accessories, beauty and health*, weddings and events, bags and luggage, electronic components and systems, sports and leisure, household appliances, consumer electronics, hair extensions and wigs*, tools, home and garden, jewelry, jewelry and accessories*, toys and leisure, lights and lighting, mom, children and babies, nuts, dried fruits, canned and canned food, grain products, dried fruits, honey, oils, jams, spices, ham, chorizo and others). "

*Categories marked with an asterisk may require special authorization.

At the moment, you cannot sell food and cold drinks. Software or products that are not listed in the previous section may also not be sold on the platform. Finally, you may also not sell illegal or illegally traded products, or other products prohibited by AliExpress policy. For more details on prohibited products, we recommend that you consult the regulations in force at the following link.

5) In which countries can I sell my products via AliExpress?

Starting today, you can sell in all countries of the European Union: Austria, Belgium, Cyprus, Slovakia, Slovenia, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands and Portugal. In addition, we strive to offer you new markets in the near future.

Each seller decides in which countries he wants to sell his products and this decision is made for each product by choosing a shipping model. Thus, the same seller can decide which products are sold only in France and which are also sold in Spain, Germany or any other country of the European Union. To learn more about the new shipping model, you can go to this link. To refer to the old model, you can also follow this link.

6) How can I learn best practices to develop on AliExpress?

To learn the first steps on AliExpress, we recommend that you follow the tutorials in the "Marketing and Best Practices" section of the AliExpress Learning Center.

When webinars in which an AliExpress team member or certified tutors explain how the platform works, we recommend that you participate. You will be able to consult the calendar in the "Upcoming Events" section of the following link and you will also receive information emails the days before the event.

7) How can I contact the AliExpress team?

The AliExpress team is available through the following channels:

Online chat for seller support: available Monday to Friday from 9 a.m. to 5 p.m. You can find the chat at the bottom right of the Sellers' Center.
Account manager: some sellers have a contact from our team at your disposal to resolve your doubts and help you develop on the platform.

8) What are the AliExpress platform rules for French sellers?

You can find the updated rules of the platform in the following link.

9) When I sell in several countries of the European Union, what VAT should I take into account?

If you are a seller established in the European Union, please note that for sales to individuals in any country of the European Union in the amount greater than €10,000, you will be obliged to charge the VAT rate of the country of destination. To confirm the options for reporting and paying these VAT amounts to the corresponding tax authorities, we recommend that you consult your manager.

10) What is a TP (Technical Partner) at AliExpress and where can I find one?

A TP (Technical Partner) is an AliExpress-certified company that offers specialized services in the operation of online stores. It allows you to outsource a team of experts to develop shops on our platform.

Each TP offers certain specific services and rates. If you want to know them, you can go directly to our website https://sell.aliexpress.com/.

11) What is Extended Producer Responsibility (EPR)?

As of January 1, 2022, if you sell products in France through AliExpress, AliExpress will have to confirm your REP (Expanded Producer Responsibility) compliance. AliExpress will collect and validate your REP affiliation number to do so.
Please read the information below carefully and take the corresponding measures as soon as possible to ensure the proper fulfillment of the relevant EPR requirements.

1/ What is REP?
Extended Producer Responsibility, or REP, is inspired by the "polluter pays" principle within the meaning of Community legislation. It implies that any economic actor generating waste as part of its production is responsible for the entire life cycle of the products it places on the market and is required to limit their environmental impact.
Therefore, producers must provide, or at least contribute to, the prevention and disposal of waste, products they manufacture, import, sell or place on the market. They must also adopt an ecodesign approach and encourage the sustainability of the products in question.
Under the European Union waste regulations, a waste producer means "any person whose activity produces waste (initial waste producer) or any person who carries out waste treatment operations leading to a change in the nature or composition of this waste (subsequent waste producer". A waste producer is therefore a natural or legal person who develops, manufactures, manages, processes, sells or imports waste-generating products.

2/ What are the obligations of sellers?
For the purposes of the above, the manufacture of products in France, their import into France or their sale in countries other than France may be considered as an placing on the French market. A producer who places a product subject to the requirements of the REP on the French market for the first time is required to fulfill certain obligations, in this case:
1) Affiliate with an Organization of Responsible Producers or OPR recognized by the French government, in which it takes part and in which it transfers its obligations in terms of waste prevention, management and recycling by paying a financial contribution in return (the "eco-taxes" or "eco-contributions"). In this case, the producer obtains a REP affiliation number or;
2) Establish an individual system for the prevention, management and recycling of waste.
REP obligations are applicable in metropolitan France but also in Guadeloupe, Guyana, Martinique, Réunion, Mayotte, Saint Pierre and Miquelon and Saint Martin.

3/ How can a seller know if he is subject to REP obligations?
Sellers who sell products in France in one of the following 7 categories of products or waste are subject to REP's obligations. The French government plans to expand the scope of products subject to REP obligations. Please pay attention to relevant ads on the AliExpress website.

Please read the information below carefully and take the corresponding measures as soon as possible to ensure the proper fulfillment of the relevant EPR requirements.

Number	Categories of products subject to the REP	Description of the waste (in France)	Examples
1	Packaging	Waste from the packaging of products and packaging used to ship the products.	Cartons and boxes packaging products (e.g. toy packaging), shipping cartons, labels and other adhesives used in the shipment of products, etc.
2	Electrical equipment and electronics (EEE)	Waste generated by EEE	Household items, electronics 3C (computer science, communication and consumer electronics), products digital and their components, lighting elements, etc.
3	Batteries and accumulators	Waste from batteries and batteries	Dry batteries, button cells, integrated batteries, automotive batteries, industrial batteries
4	Furniture	Waste generated by furniture	Domestic furniture and professional, bathroom furniture, etc.
5	Tires	Waste generated by Tires	Automotive, agricultural and from heavy civil engineering, etc.
6	Printed paper	Paper waste	Printed items such as instructions for use, wall papers, greeting cards, inserts advertising, etc.
7	Textiles	Textiles, household linen, shoes, etc.	Clothing textiles, shoes, household linen, etc.

Any seller who sells products/generates waste belonging to one of the above categories must contact the upstream supplier to obtain his REP affiliation number. If you do not have this number, the seller must ensure that he is compliant with EPR.

4/ How do sellers guarantee their REP compliance?
Producer sellers subject to the requirements of the REP in France must:
- Affiliate with the corresponding RPO(s), or set up and implement an individual system for waste prevention, management and recycling for each category of REP products they place on the market in France;
- Obtain their REP affiliation number for each category of products submitted to the REP once they have become members of one or more OPRs;
- Communicate to AliExpress their REP affiliation numbers issued by the corresponding OPR(s);
- Report the quantity and/or weight of relevant REP products placed on the market for the first time for each reporting period and pay the eco-contributions required by the relevant RPO(s); and
- Provide a product return device and inform consumers in accordance with current laws.

5/ What are the RPOs with which sellers can affiliate?
At that date, the RPOs recognized by the French government are as follows:

	Product category	OPR
1	Packaging	www.citeo.com www.adelphe.fr www.leko-organisme.fr
2	Electrical and electronic equipment (EEE)	www.ecosystem.eco www.pvcycle.fr www.ecologic-france.com www.screlec.fr
3	Batteries and accumulators	www.corepile.fr www.screlec.fr
4	Furniture	https://www.eco-mobilier.fr https://www.valdelia.org
5	Tires	www.aliapur.fr http://www.gie-frp.com
6	Printed paper	https://www.citeo.com
7	Textiles	www.refashion.fr

6/ What are the costs of the REP?
REP costs include affiliation fees and eco-contributions due to the relevant RPO or RPOs. Eco-contributions are calculated on the basis of the category, sales and weight of sellers' products at the rates charged by each RPO.

7/ Frequently asked questions from sellers
• I already have an ADEME REP affiliate number. How do I inform AliExpress?
You must send AliExpress the link to download your REP number before the end of this year. Please pay attention to relevant ads on the AliExpress website.

• I ship myself. Does this apply to me?
Yes. All products subject to the REP that have been sold via AliExpress, regardless of the form in which they were shipped, must comply with the above requirements.

• I ship through Cainiao's logistics solutions. Does this apply to me? How do I tell AliExpress the packaging and shipping costs?
AliExpress will provide the end-shipper with a tool to provide and/or confirm information about relevant products/waste.

• Do I have to pay for the initial packaging (product packaging) and for subsequent packaging (shipping packaging)?
The rules applicable to eco-contributions are determined by each RPO. In any case, you are required to pay at least for the initial packaging. For domestic packaging, the French scale is generally based on a contribution to weight per material and a contribution per consumer sales unit (CVC), regardless of shipping packaging. Additional charges may apply for shipping packaging.

• When am I affected by these recycling obligations?
For France, you are concerned by the obligations mentioned if you are considered to be the "producer" (as defined above) who puts a product subject to REP on the French market for the first time. In this case, you must join the relevant OPR, recognized by the French government and obtain your REP membership number (unless you choose to set up and implement your own waste prevention, management and recycling system) before selling your products via AliExpress.

• How often do I have to report on my sales and pay my eco-contributions?
It depends on the rules of each OPR of which you are a member. This can be quarterly, twice a year or once a year.

• What are the compliance costs?
It depends on the product category and the relevant OPR. These costs may include at least one initial affiliation commission, eco-contributions paid per reporting period and the costs corresponding to any uploads.

• Is it a tax?
The eco-contribution is not considered a tax according to the interpretation of the highest French administrative authority (Council of State, Opinion No 346698 of 11 July 2011).

• Do I have to affiliate for different countries and different categories of REP products?
In France, you must join a different OPR for each category of products subject to the REP. If your products are sold in a country or region other than France, you may be required to comply with local legislation and regulations as well as any affiliation requirements applicable to sales in that region or country.

• Where can I find more information about the REP for France?
For more information about REP in France, we strongly advise you to consult the following websites:
Environmental Code - Légifrance (legifrance.gouv.fr)
General framework for sectors with extended producer responsibility | Ministry of Ecological Transition (ecologie.gouv.fr)
Extended Producer Responsibility (EPR) streams - Ademe

The sites in question do not replace legal notices and are indicated for reference only for sellers.

II. Basic configuration

12) How can I change the name of my shop?

The name of the store can be changed in the Sellers' Center. For more information, please follow this link. Please note that you will only be able to change the name once and that trademarks cannot be used as store names. To be able to include a registered trademark, it must be a franchised store or an official store.

If your name contains a grammatical or typographical error, we advise you to contact our customer service to tell you if the change is possible.

13) How can I become an official AliExpress store?

When you own a brand, you can become an official store and have a unique name: [Shop name] + "Official Store". You will also be able to create a brand history page and have an official store banner. Thus, if your brand name will be recognized and this distinction will inspire even more confidence in potential buyers.

To apply, you can go to the Sellers' Center, then go to the "Shop" tab and click on "Shop Profile". Then, it is in the "Shop type" section that you can click on "Improve" and select "Official Store". You will then see the status of your store in relation to the requirements to become an official store.

The conditions to be met are as follows:

You can only sell products of one brand: that is, if you are Adidas, you can only sell Adidas brand products and this brand must be approved in "Brand Authorizations". If you own several brands, we recommend that you keep the normal store or open different AliExpress stores/accounts to be an official store in each of them.
Be a trademark owner or an authorized trademark owner: if you are the owner of the trademark, you must attach the trademark trade register certificate. In the event that a trademark assigns the exploitation rights to another company, a letter of authorization signed and stamped by the mark itself must be attached. Please note that this document must be directly linked to the tax data you used to register as a seller on AliExpress. To attach the document, you can click on "Submit the certificate".

Here is a common example:

Your store has the tax name "A".
You sell the "B" mark whose intellectual property rights are held by "C" (tax name of the company that owns the trademark). To do this, you must contact:
Your company's commercial register A.
A "C" authorization, stamped and signed, authorizing your company "A" to be the official store of the "B" brand. This authorization must be in English and follow the model below:

TO: ALIBABA.COM SINGAPORE E-COMMERCE PRIVATE LIMITED

Authorization Letter

[Full name of the company and registered address or full name and registered address of the individual being a trademark owner], being the registered trademark owner of the trademark [Name of the brand (registered trademark)], hereby confirms the right of [Full name and registered address of the Seller] to open the brand store of the above trademark on the AliExpress online platform (www.aliexpress.

In addition, our company promises not to open "XX" Official Store in AliExpress during the above-mentioned period, nor to authorize other companies to open the Official Store of this brand in AliExpress.

This right may be revoked at any time by a prior written notice.

Signature_______________________________________________

Position_______________________________________________

Date________________________________________________

The license to register the mark "B" in which Company "C" appears to be authorized.
A screenshot of the registration of the "B" mark available on the following page: https://www3.wipo.int/branddb/en/

Please note that you can add up to 5 documents in JPG, JPEG, PNG format, not exceeding 2MB.

Finally, when you have all the documents, you will be able to click on "Confirm request". Once you have submitted your documents, AliExpress will verify your request within 2 to 3 working days. If you have downloaded the documentation correctly, all requirements will appear eligible and you can then become an official store.

14) How does registering a trademark on AliExpress work?

Before downloading your products to AliExpress, you will need to register the brands you sell by attaching either a trademark authorization signed and stamped by the brand itself or an invoice of less than six months and more than 20 units.

You can download this documentation from the Seller Center in the "Account" tab, then go to "My Brands" and "Add a Brand". Once the documentation is attached, our team will review it within 48 hours and accept or reject it. You will be able to see the details of the application from "Account", "My Brands" and "Brand Applications".

Then, you will have to indicate the brand in the "Brand Name" section of each product. For more details, you can consult the AliExpress Learning Center's brand authorization guide via this link.

15) How can I manage notifications from my account?

To be properly informed about our AliExpress store, you will have to regularly consult your mailbox linked to your shop and the "Advertisings" section that will appear at the top right of the Seller Center in the form of a bell and where the number of "Notifications" will be indicated.

Email is an essential channel for managing your AliExpress store. We will inform you of the latest news, upcoming training, litigation, infringements, best practices, promotions, as well as daily operations on the platform. Any communication relating to your shop will be sent to you by email, by the Seller Center or through your account manager.

Thus, when managing a large number of orders, it is advisable to connect to the Seller Center on a recurring basis to check if orders are waiting to be shipped. If you are in this case, we recommend that you disable automatic emails, in order to receive only personalized emails (on average five per week) and to be able to maintain effective and active communication by email.

To do this, you can go to the "Account" tab of the Seller Center, then to "Notification Settings" and "Email Notifications". You will then be able to check the type of automatic communications and disable those that do not seem relevant to you.

For more information, we recommend that you consult the following link.

16) How to create product groups?

From the "Shop" tab of the Seller Center, you will be able to access "Product Groups". In this section, you will be able to create categories and subcategories within your store that will allow you to organize your products on two levels and offer a more favorable shopping experience to your users.

Thus, a seller in the "fashion" category can create categories for sweatshirts, t-shirts, pants, sneakers, etc. and organize his catalog there. This action allows a buyer looking for sneakers to easily find the rest of the models without leaving the same store. It also allows the seller to direct traffic to other collections from his own detailed product sheets.

To learn how to configure product groups, you can also consult the dedicated tutorial in the following link.

17) What can I do if I have a problem or bug in my shop or in the Seller Center?

To inform the AliExpress team, we recommend using the "Report Problems" tool so that they can discuss them directly with the person responsible for solving it. This option is available from the "Help Center" of the Seller Center.

18) How can I change my password?

To change your account password, you will need to go to the "Account" tab of the Seller Center, then click on "Change password" in the "Account Security" section. You can then choose the option to verify the change via the seller support chat by clicking on "By contacting customer service" or by email and phone number by clicking on "By email verification + enter the phone number".

Once the identity has been verified, you will have to add the new password.

19) What if you are going on vacation and can't maintain your online store activity?

In the "Shop" section of the Sales Center, you can activate the "Holiday Mode" if you go on vacation. However, we recommend that you do not do so as long as it can be avoided. Indeed, when the store is reactivated, it will not have the same visibility as when it has been put on standby. In addition, note that activation of inactive mode will take between 24 and 48 hours for products to be taken offline, and reactivation of the store will also take the same time.

Be aware that the same logic is followed when a positive trend product is out of stock. Once the stock is replenished, the product does not automatically have the visibility before it was out of stock.

20) How does the blacklist work for buyers?

On AliExpress, you can block the purchases of users in conflict with you from the "Marketing" tab in the Seller Center, by following the "Customer Marketing" section, then "Blacklist". Please note that adding a buyer to the blacklist means that the same user will no longer be able to buy with his account, but will be able to do so with another account opened on the platform with other data.

If you want to block a discussion with a user, you can do so from direct chat with customers.

III. Download your catalog

21) What is the impact of free shipping and how can I configure the delivery model? How can I select the regions or countries in which I want to sell?

Free shipping increases product traffic. Therefore, for shipments in France, it is recommended to configure "Free Shipping" and add delivery costs to the product price.

In shipping models, you will indicate where you want to sell your products, at what price, the established delivery time and with which transport company. Shipping models are unlimited, so you can create as many as you want and associate them with different products. For example, the same seller can send a bicycle helmet throughout the European Union and France by creating two different models.

To create a shipping model, simply go to the "Products" tab of the Seller Center, then to "Shipping Templates" and "Create a new shipping model". Then, you will indicate the transport companies you want to work with in each area, the delivery time established for each alternative and the price.

The delivery time is calculated from the shipment and is the maximum time within which the product will arrive. If this period is exceeded, the buyer will automatically be refunded if he decides to open a dispute. It will also be relevant in the delivery program in X days.

If the deadline is three days or less, the conditions are met and entry into the program has been requested, the products will appear with the label "delivery in 3 days".
If the period is four or five days, the mention "Delivery in 5 days" will appear.
If the deadline is more than five days, you will not be able to enter the program.

Under "Transportation rules", you can select "Free shipping" or configure by weight or quantity. If you have any further questions about model configuration, we recommend that you consult the following link. To refer to the old model, you can also follow this link.

22) What methods can I use to download my catalog from AliExpress?

You can download your products to AliExpress manually, via Excel, with modules for Prestashop or Woocommerce, ShoppingFeed, Channable, Lengow feed managers, or directly via the API.

23) What factors does AliExpress' algorithm take into account when positioning products in the search engine?

To determine the positioning of a product, AliExpress' algorithm takes into account:

The ranking of sellers by category in terms of GMV (turnover) in the last 30 days: in the "Analysis Tips" tab of the Seller Center, you will be able to see at what level you are. Level 1 is lowest with exposure between 0% and 40%, and level 5 is highest with exposure between 95% and 100%. This ranking takes into account the turnover of the last 30 days compared to the competition (note that there is no predetermined threshold). For example, the thresholds for moving to the top category in the toy categories will be higher in November and December because it is the Christmas period and sales in this category are increasing significantly. In addition, when you move to a higher level, it becomes easier to move to the next level and the period of change of level is faster.
Quality of service measures: based on the evaluations left by buyers (product description, communication and shipping speed) and incomplete transactions, disputes and products sold without conforming to the description, the platform offers more or less significant exposure to products.
Measures of the quality of product sheets: these include free shipping, optimized titles, correct categorization, number of images, variants within the same product sheet, product description, marketing images, delivery schedule (whether it is carried out on the same day as the order or not), stock, price, number of sales and evaluations.

To improve these settings, we recommend using the marketing and promotion tools available on the platform. To further analyze your performance and identify opportunities for improvement, we recommend that you follow the tutorials in the "Analysis" section of the AliExpress Learning Center via this link.

24) How do I properly categorize my products?

Poor categorization of products reduces their traffic, so it is a relevant factor to take into account when importing them into the platform.

To identify the right category, we recommend the following two best practices:

Search AliExpress for a competitor's product: we advise you to choose a product that has a considerable number of sales and evaluations. Then enter the product description page and copy its URL. After that, you will be able to import a product manually and, once you arrive at the stage of choosing the product category, you will paste the URL you just copied. In this case, the platform will indicate in which category this competitor's product was downloaded. If in addition, this product already had a relevant number of sales and evaluations, then we can understand that it has been categorized.
Search the "Keyword Analysis" tool of the "Analysis Tips" tab of the Seller Center: it is in this section that you will find the most relevant keywords for each subcategory. For example, if you want to import sunglasses, you will have to look for the most relevant words "sunglasses" subcategory. This exercise will also allow you to find other keywords to complete the online title of your product.

25) How can I change titles, images, descriptions and/or prices if I use an integration?

Sometimes, sellers who use Graphic Line (Prestashop) or Wecomm (Woocommerce) modules must make changes to detailed product sheets to improve positioning on AliExpress. However, a change in these modules would imply a change in the rest of the sales channels.

To avoid these problems, these modules allow you to disable the daily update of titles, images and descriptions, while maintaining the update of prices and stock. This way, you can customize your products in AliExpress without making changes on other platforms.

In addition, if you use ShoppingFeed, Channable or Lengow feed managers, all of you will allow you to create rules in their management tool to improve titles directly before sending them to AliExpress.

In this context, we recommend that you consult your integrator's technical service on the different alternatives it offers.

26) What factors should I take into account when creating optimal product descriptions?

An optimal description presents the details of the product, shop and service in an attractive way. This greatly improves the conversion rate, i.e. the percentage of buyers who buy a product compared to those who see it, and subsequent traffic, since AliExpress' algorithm offers greater visibility to products with a higher conversion rate.

In the product description, you will have to take care of the presentation of information using a clean and clear design, and include quality images. Below is a list of other good practices that you can apply:

Add a banner to all your products: on these banners you can highlight the differential characteristics of your shop such as speed of delivery, product quality, brands, shipping from France, etc.
Use your product descriptions to attract traffic to other products or product groups in your store: for example, if you sell Lego toys, you can add an image in the description with a CTA (Call to Action) that redirects to the rest of the Lego products you have in your store. This way, users interested in Lego toys will more easily see the rest of the collection available.
Give a lot of details: in most cases it resolves buyers' doubts and gives them confidence.
Include images in the description: it also puts buyers in confidence.

You will be able to create descriptions either through html code or using default templates that are designed from easily adjustable modules.

27) How to combine products on the same product sheet?

One of the best practices when importing products is to unify variants of the same product in the same detailed product sheet. This increases the total number of sales and allows each variant of the commodity to be counted in the final evaluation, which facilitates the positioning of all variants in the search engine.

This practice also reduces the possibility of the product being out of stock, which would have a negative impact on positioning once it is replenished.

To create variants manually, you will have to go to the product editing page, then select a new "Color" or "Size" in the "Prices" section. In each of them, you will just have to add a "Custom Name", then "Download an image" and indicate the price, stock and product code.

In some categories, it is only possible to create variants by "color". Therefore, we suggest using this alternative. However, it is only recommended to create variants that do not disorient the user at the time of the purchase decision. Any factor causing a misunderstanding can have a negative impact because it does not correspond to the description, and therefore on its future positioning on the platform compared to other products.

28) How do I boost cross-selling on my product description page?

In the section of your product description, you can use the html language or one of the available templates to create attractive descriptions. You can also attach banners that direct traffic to other products or collections in your store.

You will also be able to offer coupons and promotional codes from an X€ ticket. Thus, any user who buys a product in your shop whose price is less than X will consider adding another product to the cart to reach the minimum and use the coupon.

These are good practices to maintain traffic in your store and ensure that the buyer visualizes more than one product at a time.

29) What are marketing images and why use them?

Marketing images are attractive and quality photographs of a product on a white background or taken in their context of use. They are displayed in product recommendations, promotions and dedicated traffic channels within the platform.

Giving up marketing images means that you give up these visibility channels that AliExpress can offer you. Be aware that the six main images of your products will not fulfill this role in the absence of marketing images. That is why it is essential that you integrate them at least into your flagship products.

To include them, you will have to manually download/edit a product, activate "Advanced Settings" and download images. Note that you will be able to reuse the images you have previously added as main images.

At the moment, it is only possible to download these images manually. The API, modules and download of Excel are not yet supported, but our team is working on making them available soon.

If you want to learn more about best practices and requirements for marketing images, we recommend the following link.

30) How to change the price of products to include free shipping?

Implementing free shipping and passing on delivery costs on product prices is one of AliExpress' best practices to increase traffic. To set it up, you will first have to create the free shipping template as explained in the following tutorial. To refer to the old shipping model, you can also follow this link.

Then, you will define the prices by one of the following methods:

Manually: if you have few products, you can go to the "Products" tab of the Seller Center, then to "Product Management", and finally, directly modify each price of the products by clicking on "Edit".
Via Excel: if you have a lot of products, you can go to the "Products" tab of the Seller Center, then to "Batch Assistant Tools". Then, you will go to the "Operations Center" and click on "Update stock and price per lot". On the next page, you will decide which products downloaded between "Draft", "Online" and "Offline". Once the download is done, you will add the X shipping fee to all relevant products. Finally, you will be able to save and download the file. Remember that if you change the stock and price in the same file at the same time, downloading can cause problems. If you want to change both, first change the price, download the file, import it again, then change the stock (or vice versa).
Modules: all modules (Prestashop or Woocommerce) or flow managers (ShoppingFeed, Channable or Lengow) offer the possibility to create rules to add an X amount to the price of the products. For more details, we recommend that you consult the customer service of each of these solutions.
API: stores that are integrated directly via the API will also be able to change prices through specific rules.

Once the free shipping model and prices have been created, all that remains is to modify the model related to the products. This can be done manually from the "Products" tab of the Seller Center in the "Product Management" section. On this page, we recommend that you indicate that 50 products are displayed per page, select as many as possible and then click on "Group Changes", then on "Edit shipping model". You will have to do this as many times as necessary depending on the number of products you own.

31) What are the special categories and how to request them?

If you sell DVDs, CDs or Blue-Rays, child car seats, health monitors, electric scooters, self-balancing scooters, condoms, sex toys, contact lenses, women's contraceptives, vitamins and dietary supplements, fertility tests or food, you will need to ask to obtain the special category before importing your products to the platform.

32) What type of documentation do I need to attach to apply for the special category for food? Do I have to register if I am a food distributor? Why is my application not accepted?

In the food category on AliExpress, you can sell tea, coffee, drinks, nuts, preserves, grain products, dried fruits, honey, oils, jams, spices, ham, chorizo, etc.

To do this, both distributors and manufacturers will have to attach a certificate attesting that the company that has registered on AliExpress is registered in the national register, or in the corresponding regional register, depending on the specific activities it carries out. The certificate can be attached from the "Account" tab of the Seller Center, in the "My Special Category" section.

If your application was rejected, check that the name of the company registered in AliExpress and the name appearing on the certificate provided correspond to the same company.

33) How to sell sex toys?

To sell sex toys on AliExpress, you will need to request the special category from the "Account" tab of the Seller Center, in the "My Special Category" section.

Among these, you will have to apply for the categories "condoms" and "female contraceptives" by attaching the CE certificate.

In these categories, you will find subcategories of sex toys for men and women.

34) What is the CE marking of products?

In order to meet the growing global demand for exported products, improve the overall quality of AliExpress products, guarantee a good consumer experience and meet EU compliance requirements, from December 18, 2021, the platform will open the CE qualification submission portal on the product publication page for the categories in the table below (knowing that most categories were already open).

As a reminder, the CE marking must be affixed to many products before they can be sold in the EU. It indicates that a product has been evaluated by the manufacturer and that it has been found to comply with EU requirements for safety, health and environmental protection. The CE marking is mandatory for products manufactured all over the world and which will be marketed in the EU. It is only mandatory for products for which EU specifications exist and which require the affixing of the CE marking. For more information, we recommend the following link.

Important: for more information on the submission of the qualification and requests for status, please go to the following tutorial.

IV. Best practices and marketing

35) Why do I need to optimize my products?

At AliExpress, we strive to offer the best shopping experience to our users. As part of this objective, an optimized product page improves the shopping experience, gives confidence and stimulates the purchasing decision. Ultimately, an excellent shopping experience retains buyers and increases the likelihood of future purchases on the platform.

In this way, AliExpress' algorithm gives priority to well-ranked sellers in search engines and offers greater visibility to products with more elaborate titles, images and descriptions.

36) How can I identify and select your best-selling products?

To improve the positioning and sales of our products, it is essential to work in depth on the product sheets: titles, number of images, marketing images, attributes, categorization, grouping of products in the same product sheet and description. However, when you have hundreds or thousands of products, you will not be able to work on all products and you will have to prioritize and optimize only a selection of them. To set priorities, we can use different strategies:

Optimize the products that are best-selling on other sales channels.
Work on products that you consider likely to work well after competitive research and analysis.
Review the "Analysis" tab of the Seller Center and make decisions based on this data.

Then, we recommend that you use two useful tools:

Keyword analysis: this data panel will allow you to find by category and subcategories the most common search terms in the last month for given products. You can view this data on the platform or download it and explore the products in your catalog that best fit the platform, as well as the keywords that your product titles should contain.
Performance analysis: this table will allow you to see which products in your catalog have higher traffic and conversion. On the one hand, you will be able to explore products that have higher traffic and low conversion in order to take measures that will allow you to quickly improve their sales. For example, you can revise prices against the competition, review the stock level or quality of the detailed product sheet to provide more information. On the other hand, you will be able to select products that have low traffic but high conversion, and perform actions that will allow you to obtain greater visibility such as improving titles, main images, marketing images, attributes, categorizing or unifying products.

This way, an increase in sales and evaluation of your store will increase your overall level and, as a result, traffic will also increase.

To learn more about these tools, we recommend that you consult the course on the Analysis section of the Seller Center via this link.

37) What does an optimal title look like for the platform?

An appropriate title for each product will increase your traffic and is essential for potential buyers to find you when they search for a certain word. An optimal product title has about 128 characters, search keywords and has no duplicate words, as this can lead to offenses.

The recommended structure for a good title is as follows: brand + model + product type + characteristics + keywords in your category. However, this may vary depending on the category of products.

To learn more, we recommend that you read the dedicated tutorial via this link.

38) What pricing strategy do I need to apply on AliExpress to succeed?

To succeed on AliExpress, we recommend that you have the following types of products:

Products with high demand and low production costs: this will allow you to offer a low price and be very competitive. These products will serve as a hook to quickly generate traffic and sales in your shop. In order to attract visitors, we recommend that you give up part of the margin on these products and even sometimes have negative margins.
Products with good value for money: they must represent the majority of your catalog. These products offered at attractive prices will allow you to achieve a good margin on regular sales.
High-priced products: these products are the most profitable and those with the highest margins.

Similarly, during major promotions and promotions of the platform, we recommend that you offer the best possible offers, because these are the periods when there is the most traffic on AliExpress and successful campaigns will increase your relevance to the search engine.

To find out how to set a competitive price, we recommend that you follow this link.

39) What are the recommended marketing options?

Any sales strategy on AliExpress must take into account the different promotions and marketing tools of the platform and, as they complement each other, consider synergies between all these tools.

Recommendations will depend on the phase in which the seller is located. In an initial phase, it is essential to activate the Affiliate Program and it is advisable to use the Free Products to generate buyers' first sales and ratings.

When your store traffic begins to increase, you can introduce the stage marketing tool to reengage users who have interacted with our store in the past. At this point, you can also use the URL shortener tool to conduct your own campaigns on external channels such as social networks, for example.

Then, at a later stage where you generate regular sales, it will be advisable to participate in Flash Offers.

It is also essential to participate in all major promotions and promotions of the platform. During these, the platform invests heavily to attract traffic. A successful campaign with good reviews will increase your relevance to the search engine and, consequently, your sales.

40) How does AliExpress' affiliate program work? What is the Premium - Project U affiliate program?

AliExpress' affiliate program will allow you to generate more external traffic in exchange for a previously agreed commission that you will only pay if the sale comes from this channel. This is a successful marketing action, so if you do not sell through this channel, you will not pay.

To participate, simply go to the "Marketing" tab of the Seller Center, then to "Affiliate Program", accept the program terms and accept a minimum commission of 3% for each sale.

If you agree, your entire shop will enter the affiliate program with the minimum commission. There is no possibility to add some products to the program and not others. However, you will be able to set up featured articles in the program where you will give a higher commission, for example 8%. Higher commission translates into higher traffic, as affiliates will have more incentive to share your products than those of your competitors.

On the other hand, during major promotions, you will be able to activate the Premium Affiliate Program - Project U, an alternative program that will allow you to access more traffic in exchange for a higher commission. To learn more, we recommend that you read the tutorial in the following link.

41) What are coupons and promotional codes used for? How to lower the price for a buyer?

On AliExpress, you can use coupons or promotional codes to offer additional discounts to buyers.

Coupons can be visible on a product page or sent privately only to a few users who have already interacted with your store, through the scene marketing tool. Coupons can be used to offer an additional discount or to promote cross-selling within your store. For example, if a product costs €20 and you offer a €5 discount coupon in the shop for orders over €25, the buyer who wishes to use it will have to take several items from the shop.

Promotional codes, on the other hand, also offer an exclusive discount and may or may not be visible on the product detail page. The main difference is that promotional codes allow you to offer a percentage discount on the value of the order to buyers who use it. In this case, promotional codes are only counted when they have been used.

42) What are Free Products and how do they work?

Free Products are a marketing action of AliExpress that allows you to sell a sample of your products at a symbolic price of €0.01. This type of promotion is recommended at an early stage of the launch of your store on the platform or when launching new products in order to benefit from exclusive visibility, obtain initial evaluations and, consequently, improve the positioning of your store and products on the search engine and build trust in the store.

When a user requests a gift on the AliExpress app, he will become a fan of your store. It will be possible to target your store fans through stage marketing, but you will also be able to target buyers who have entered your store or your product description page. Finally, when the five days of free admission have passed, AliExpress will draw lots for a product among all those who have requested it and will designate a winner.

The winning user will have to pay a penny to claim the gift and, therefore, the order will be "Waiting for shipment". It should be noted that when the user receives the product, he will not be obliged to leave a review. It will depend on the product and service received. That is why we recommend ensuring the speed and quality of service.

For more details on the Free Products we recommend that you consult the following tutorial via this link.

43) How to do direct marketing/email marketing on AliExpress?

Direct marketing is a tool that allows you to reach users who have interacted with your store in the past, ranging from simple visitors, to those who have added your products to their wish list, former buyers, etc.

The platform allows sellers to create their own groups based on a number of characteristics. In addition, to facilitate the use of the tool, different scenarios are proposed in which users have common characteristics.

Among the possible use cases of the tool, you can retrieve abandoned carts, report new product launches, share a unique opportunity as part of a promotion, send a second chance to benefit from an offer if a product has not been purchased during a promotion, or re-engage satisfied former buyers.

To ensure its success, do not abuse the tool and offer something special, personalize the message and keep in mind that you have a limited number of impacts per day depending on the type of sellers you are. By default, the platform does not allow the same user to be impacted within 7 days by private message in the online chat and within 14 days by email. For this reason, sometimes a message is sent to an X number of users and only X-Y users receive it successfully.

Similarly, for reasons related to the General Data Protection Regulation (GDPR), AliExpress does not transmit user data to sellers. All communications are made directly within the platform and the seller will never know which user is affected, but only that the user has already interacted with the store.

For more information, we invite you to follow the following link.

44) How to prepare marketing campaigns on external channels?

As a store increases its sales and ratings within AliExpress, the platform offers it more visibility. For this reason, at first, it can be difficult to take off and campaigning yourself on external channels is an excellent alternative to develop.

Under these conditions, some sellers decide to conduct campaigns with influencers, on different communities, on social networks, etc. To effectively track these actions, AliExpress has launched a URL shortening tool to create custom URLs for products or your store. These URLs can then be used in your sales analysis.

In this way, sellers can evaluate each share and remunerate each channel according to the success of each action.

For more information, we invite you to follow the following link.

45) How does the product diagnostic center work?

The product diagnostic tool gives an overview of the quality of our catalog, as well as recommendations for improving each product.

Poor product image quality: it is recommended to add marketing images and/or videos.
Low description quality: it is recommended to improve the description of a product by adding information and images, as well as adapt its description to the mobile application.
Low quality of service: it is recommended to optimize the speed of shipments and customer service via online chat.
High rate of disputes for products that do not match their description: this will depend on buyers' evaluations and it is recommended to check the quality of the product and/or check that the description does not differ from reality.
Low DSR of the product description: this refers to the low score of the product description and it is recommended to respond quickly to buyers' doubts.
Low-quality titles: it is recommended to add enough relevant keywords.

By clicking on each of the products, you will see what needs to be improved, as well as an explanation of what is evaluated in each of them so that you can take the necessary measures. In addition, the Product Diagnostic Center also provides information on products with "standard quality", "high quality" and "research violations".

46) How can I check the service metrics of my shop?

Service parameters influence the level of exposure of our products. You will find these measures in the following link.

The variables that are taken into account are as follows:

Percentage of incomplete transactions in the last 90 days.
NR mediation index: the percentage of disputes not received in the last 30/90 days.
SNAD mediation index: the percentage of disputes obtained as a result of sales considered not to comply with the description in the last 30/90 days.
Product description rating: average rating of the reviews on the item description.
Note on the seller's communication: average score of comments on the seller's communication.
Shipping speed rating: average rating of shipping speed comments (excluding online shipping orders).

47) When does the sales and evaluation history of my products disappear?

Sales and evaluation history disappears six months after purchase and it is an automatic process. For example, sales made during the November 11th campaign will not be recorded in history after May 12.

48) How can I see if my products are visible?

When a product is imported on AliExpress, it can take a few minutes to a few hours for the product to appear in searches. To confirm that the product is online, it is recommended to go to the "Products" tab of the Seller Center, copy your ID and paste it into the search engine. You can also click on the product title or scan its QR code with the app for sellers of the AliExpress platform.

If the product is visible, then it is available for sale.

49) My products have lost their visibility, how can I check it?

If you suspect that one of your products has suddenly lost its visibility, we recommend that you consult the "Violations" tab and see if the product in question has suffered any penalty.

To check actual product traffic, you can use the "New Product Analysis" tool in the "Analysis Tips" tab of the Seller Center to search for the product and see its traffic in the last 30 days. Once you are on the product analysis sheet, you will also be able to see at the bottom a "Product Name Analysis" giving details of its exposure and keywords. You will then be able to identify the keywords that work best and replace those that are not useful.

In order to prove that a product is not displayed, you should never search for a keyword from different user accounts or browsers and present it as a test. On AliExpress, each user sees different results depending on their account and history on the platform.

If the metrics show a sharp drop and you have not received any penalties, it is recommended to report it to your contact person on our team.

To deepen the diagnosis, you can also follow the following link.

V. Order management

50) What do the different order statuses mean?

Orders can be classified into different statuses:

Pending payment: these are orders that the buyer has not yet paid for. This may be due to an error in entering the payment method, for example. In these cases, the platform allows the seller to adjust the price for the sale to be effective. In any case, the buyer has a period to pay for his order. If the order is not completed within this period, it will be automatically cancelled. If you do not want the stock of your products to be affected by this type of order, you can choose to reduce the stock according to the payment when publishing or modifying your products. This option means that the products will be deducted from stock when payment for the order is made. It will therefore not be executed if the payment is not made on time. This way, you can avoid suspicious orders that can lead to out-of-stock sales when you receive multiple payments and stock is about to run out.
Pending a cancellation/request for cancellation of the order by the buyer: when you receive this type of request, you will have the opportunity to accept or refuse the request. If the buyer's payment has not yet been processed (which can take up to 24 hours from the time of the order), he may cancel the order without notifying you. If you, the seller, has already added the tracking code, the buyer will no longer be able to request the cancellation. However, once the order has been received, he will be able to request a refund.
Pending shipment of the order: in this case, the order is waiting for shipment from you and you will have to add the tracking number to the system.
Pending confirmation of receipt: once the order has been shipped, the buyer has the opportunity to confirm his order. Once confirmed, the order will be "completed".
Order completed: the order is completed or closed. An order is automatically closed when the seller and/or buyer have not taken any measures during the buyer's protection, such as the opening of a dispute for example; or when the order has been cancelled by the buyer and the proposal has been accepted by the seller. Despite the finalization, the buyer still has 15 days of protection and can open a dispute during this period.
Contested orders (litigation): a list will be available to you to find out why a dispute is ongoing.
Payment in progress: this means that the buyer has made the payment, but the funds have not yet been transferred to AliExpress. The order must therefore not be shipped until payment has been processed.

51) How to add the order tracking number so that users can check the status of the order?

Once the order has been paid for and processed, its status will change to "Pending Shipping". The "Ship" option will then appear in red and a countdown will begin to indicate the time remaining to ship the product before it is automatically cancelled and the buyer's money is refunded to him. This delay depends on the processing time of the shipment configured for each product. Each seller can therefore configure a different period (in working days) for each product. The countdown will automatically stop when the order tracking code has been added. If this tracking code has not been attached before the end of the countdown, the order will be automatically cancelled without the possibility of going back. This will then count as an unsent order and if a significant percentage of unsent orders accumulates, the account may be penalized.

After clicking on "Submit", you will see the order details and the "Process shipment" option where the tracking code will be attached. To add it, you will have to select the transport company used. Please note that this must correspond to the shipping models you have configured for the product. If this is not the case, you will have to go to the shipping model and add the new desired transport company option.

52) How and when can I cancel an order?

On AliExpress, a seller cannot cancel an order and it is the buyer who can request the cancellation, or wait until the countdown to the shipping preparation time reaches zero for the order to be automatically cancelled.

However, automatic cancellation increases the ratio of unreceived orders and this metric penalizes the visibility of your store as a whole. Indeed, it will be counted as a bad shopping experience, which will increase the likelihood that the buyer will go more to the platform.

In these circumstances, it is important to minimize errors in inventory management and, if they occur, to find alternatives for buyers. Here are some good practices in these cases:

Chat with the user to inform him of the error and offer him an alternative so that he does not feel abandoned: if you deem it appropriate, you can also offer an additional discount as compensation.
If he does not accept the alternative, tell him the steps to follow to request the cancellation of the order and be refunded more quickly.

Finally, remember that a buyer who does not receive his order can also write a negative review on your shop.

53) How to manage evaluations?

AliExpress users can be Diamond, Platinum, Gold or Silver members based on their sales history and reviews sent. Depending on this level, they will benefit from different advantages and discounts on the platform.

When stores evaluate their buyers, they receive a notification. This simple action increases the percentage of positive reviews received and can be done ten by ten. To do this, simply go to the "Orders" tab of the Seller Center, then go to the "Manage reviews" section, and enter "Orders waiting for my comment". You can then leave a rating, indicate a score of 1 to 5 and add a comment if you wish.

54) How can I participate in AliExpress' X-day delivery program? How can I increase my sales with AliExpress' X-day delivery program?

The X-day delivery program rewards sellers who offer fast shipping by offering them better visibility and higher conversion. This is reflected in a label on the products offered by indicating delivery in three, five or seven days.

To participate in the program, you must ship a minimum of 30 orders with the same transport company in the last 30 days and ensure that 85% of them are delivered within the deadlines indicated in the shipping models.

To apply, go to the "Orders" tab of the Seller Center, then go to the "Logistical Services" section to apply. For more information, we recommend the dedicated tutorial in the following link.

55) Where can I add my return address?

The return address is the address that will appear to buyers when they open a dispute to return a product and, therefore, to which they will have to return the order to you. If the system detects that no return address has been configured, it may make a full refund of the buyer.

To set it up, simply go to the "Orders" tab of the Seller Center, then go to the "Address Management". You can then click on "Add an address", then indicate under "Address type" if it is the "Return address", and fill in the other basic information.

56) What deadlines are used on AliExpress, are they calendar days or working days?

At AliExpress, we distinguish between calendar days, Monday to Sunday, and working days, Monday to Friday, excluding weekends and national holidays.

Regarding the preparation time for the shipment of a product, we count the working days from the buyer's payment to shipment. Note that 48 hours will be added if the order is placed on a weekend. Similarly, in the "Delivery in X days" program, working days are counted from payment to delivery. If the order is not shipped before this delivery preparation period, the order will be automatically cancelled without the possibility of picking it up.

On the other hand, in the delivery time, we count calendar days, i.e. days configured in the shipping model by the seller. This period will begin when the seller has added the tracking code to the shipment, and will end with the delivery made and confirmed. If the product is not delivered within the expected period, the buyer will have the right to open a dispute and request a full refund.

57) How do I manage the return of a product and who covers the return costs?

In accordance with European regulations, buyers can exercise their right of withdrawal and return within 14 days of receipt of the order.

In this context, the seller must accept any return within this period, but it is up to the buyer to bear the cost of returning the product. If the seller wishes, the buyer can also cover the return costs by creating a more flexible service model.

If the buyer wishes to return the product he has purchased, he will have to open a dispute from his account and indicate the problem and the desired solution. He will then receive the return address of the shop and will have 10 days to enter the order tracking code. In this case, there are two possibilities:

The company sends the transport company to pick up the order.
The user transmits the order to the desired transport company.

In both cases, the buyer will have to include the tracking code for the shipment on the platform. In the event that the tracking number has not been added within this period, the dispute will automatically be closed with a refund of €0 to the buyer, thus releasing payment for this order to the seller.

Once the return tracking number has been added, you will have two options:

Confirm receipt of the order in order to process the refund.
Automatically refund the buyer without waiting for the returned order to reach you.

58) How long does it take to refund customers?

When a buyer requests the cancellation of his order before it has been shipped, he will receive a refund within seven to fourteen days.

If the user has received the order and subsequently requested a refund, then the refund will take a few more days. Indeed, before proceeding with the refund, the seller will have to receive the order and confirm its receipt in good condition.

59) What should I do if I receive an order that seems to be wrong due to a ticket with a higher than normal total of products?

If you receive extraordinary orders, either by the total value of the order or by the number of units ordered, it is recommended to check directly with the buyer via online chat before sending anything. In the event of an indication of a fraudulent order, it is recommended not to send the order and to report the buyer.

60) How can I download a report containing all my orders?

To download an order report, you will have to go to the "Orders" tab of the Seller Center, then go to the main menu and click on "Export orders" in the left menu.

Then, you can use the filter to indicate the type of orders you want to download and the period of time you want, taking into account that in the same file you will only be able to group periods of up to three months.

Once you have used the filters, you will be able to click on "Download orders".

VI. Dispute and infringement management

61) What should I do if a buyer has opened a dispute?

Disputes are the system that allows the buyer to complain if he has not received the product (in this case, he can only request a refund), or if he is not satisfied with the product he has received (in this case, he can request a refund and a return). Disputes may be opened by the buyer from the time the seller sends the product until the end of the buyer's protection period, i.e. 15 days after confirmation of receipt. Once the dispute is opened, the seller must respond to it within 5 days, otherwise this will amount to the acceptance of the proposal indicated by the buyer.

From the "Orders" tab of the Seller Center, you will be able to access the "All orders" section and then you will be able to click on the products noted in "In dispute" to take action as soon as possible.

When you receive a dispute, you have several options:

Accept the dispute if you think the buyer is right and want to refund the amount suggested by the buyer and/or return the product.
Make a counter-proposal if, for example, you think that the amount of the refund is not adequate;
Reject the dispute if you do not agree with the buyer's declaration and indicate "0" as the amount to be refunded.

Finally, please note that you will need to have configured the return address so that the buyer can make the refund if agreed. Otherwise, only the agreed amount will be refunded.

For more details on litigation, we recommend that you consult the following link.

62) What happens if my dispute has been forwarded to the AliExpress team?

In the event of no agreement between the buyer and the seller on a dispute, AliExpress' litigation team will intervene:

If the seller has not responded, accepted or sent a proposal to the buyer within 3 to 5 days after the opening of the dispute.
If there is no agreement between the buyer and the seller within 15 days of receipt of the product by the buyer.
If the buyer receives a proposal from the seller and does not accept it.

In addition, the buyer may take the dispute to a higher level at any time. Once the dispute is referred to the next level, AliExpress' litigation team will contact both parties by email to ask them for evidence or action from them. In order to make a decision, the AliExpress team will take into account the documentation provided by both parties before it is taken to the next level. If additional information is needed, they will have to communicate it by email indicating the various actions or information required.

We recommend that you respect the deadlines indicated in the email, because, in the absence of a response from either party, the dispute will be closed:

If the seller does not respond within the time limit, the dispute will be closed and a full refund will be made to the buyer. Normally, the time limit to provide this additional information is 3 days.
If the buyer does not respond within the time limit, the dispute will be closed with a refund of €0 to the buyer.

Finally, the status of the dispute can be checked in the "Violations" tab of the Seller Center.

63) What happens if I am not satisfied with AliExpress' decision on my dispute?

If you are not satisfied with the decision of AliExpress's litigation team, you can appeal this decision. In the details of the dispute, you can make "Appeal of the dispute" and indicate your reasons.

If you have additional questions about litigation, we recommend that you consult the following link.

64) How can I talk to buyers?

Any user can contact the store via online chat from the product detail tab to ask questions. A seller who provides a response within 24 hours has a positive impact on the quality of service and the positioning of his products and shop.

Proactively, stores can also write to users in the following circumstances:

When a user places an order, a conversation can be opened to indicate any questions related to the order.
If the user has not yet made a purchase, but has interacted with your store, for example by visiting the page of one of your products. You can use the "Customer Marketing" tool to send him a discount or contact him. With this tool, you will also be able to communicate to an aggregate group of buyers who meet similar characteristics without seeing their personal data. Thus, a €5 discount coupon could be sent to people who have added a product to their cart in the last 30 days, but have not placed an order.

Due to the GDPR (General Data Protection Regulation), the platform cannot provide any data on the buyers of the platform that would allow them to be contacted through a channel external to AliExpress, such as a name, email or phone number for example.

65) What type of penalties can my account or products incur?

When a store receives 48 penalty points or 3 notifications of serious violations, the account will be suspended. Note that all violations are deleted after 365 days. On the AliExpress platform, the types of violations are as follows:

Infringements of intellectual property rights: these are infringements that punish the proceeds of counterfeits, replicas or other unauthorized items. AliExpress stores must not publish or sell products with intellectual property rights:
Copyright: any unauthorized use of copyrighted material (text, images, video, audio, software, etc.).
Trademark/registered trademark rights: the use of an identical or similar trademark on identical or similar products without the authorization of the owner of the trademark rights.
Patents: the performance of a prohibited act concerning a valid and legally protected patent, for productive and operational purposes, without the authorization of the right holder.

To prevent our team from conducting random reviews, sellers must request brand authorization before downloading products to the platform. If the infringement comes from the copyright owner, the shop will have to appeal and attach the requested documents. If these rights are not respected, AliExpress reserves the right to remove the products, impose display restrictions, disable online products and/or suspend the store.

Violations for publication of prohibited articles: you may not advertise or sell an article that is restricted or prohibited by any federal, state or local law in any country or jurisdiction. To avoid these problems, it is important to know the laws of the country to which you sell, as some products may be subject to export restrictions or prohibited. In addition, each product category has a different penalty, which also depends on the product itself.

We provide the seller with a list of some of the prohibited or restricted categories. However, this list is not exhaustive; it is your responsibility, as a seller, to ensure that you do not list products prohibited by the laws of any jurisdiction. Certain categories or products: illegal drugs, drug-related items, flammable chemicals, dangerous explosives, firearms and ammunition, weapons, medicines, illegal services, human parts, human remains, protected flora and fauna, etc.

Violations of the quality of article lists (searches): this penalizes behaviors such as misleading searches, products that do not match their description or the sale of products that are not well described. This type of offence includes the following behaviors: incorrect categorization, inconsistency of product characteristics, keyword jamming in titles, repeated product listing, inconsistency of description, deception on the unit of measure, intentional undervaluation/overvaluation, inconsistency of shipping costs, product replacement, deception on SKU code, inconsistency in title category, self-purchase, etc.
Breach of commercial and other rules (transactions): these are the offences that include the following offences: falsified delivery, complicit purchasing policies, early confirmation of receipt, serious product inconsistency, malicious harassment, illegal profits, serious disruption of orders on the platform, unfair competition, breach of commitment, serious malicious liquidation of the shop or incitement to offline commerce. If an account accumulates 48 penalty points, the account will be closed. For example, if a product is subject to many challenges such as "not received" or "not advertising".

For more information on violations, we recommend that you consult AliExpress' Rules via this link.

66) How can I see if my products or account have been penalized?

To see the violations of your store, you will have to click on the "Violations" tab of the Seller Center.

In this section, you will be able to consult the various violations you have had, as well as details such as the file number, the type of violation, penalty points and the current duration of the penalty. During the period concerned, the possibility of appealing offences will also appear in this section.

If more than 3 sanctions are accumulated for serious infringements of intellectual property rights or if more than 48 sanction points are accumulated for infringements of general intellectual property rights, the quality of the list of articles, prohibited products, commercial transactions and/or other platform rules, your account will be permanently closed. Please note that penalty points are reinstated 365 days later.

In addition, when an account is closed due to an accumulation of penalties, in addition to restricting access to the account, note that funds will be frozen on AliPay for 180 days to deal with possible claims or disputes from buyers. These funds will be automatically released after 180 days, and the remaining available funds can be withdrawn from the account.

Finally, please note that the violation will only be active if the status is indicated as current. If it appears to be cancelled, it means that the violation has been deleted; and if it appears to have expired, it means that the penalty period has expired.

For more information on violations and sanctions, and how to avoid them, please consult the dedicated section via the following link.

67) How to appeal an offence?

When you receive a sanction, you are informed by a notification in the Sellers Center and by email. If you decide to appeal, then you will have to include the reason and the documentation or evidence that defends your position.

To appeal an offence for prohibited products, you will be able to click on "View Details" and the option indicating that you want to appeal will appear, in addition to the time remaining to appeal will also appear. Note that you will have 4 days to appeal and once you have initiated the procedure, you will only have 48 hours to include the evidence before the procedure is closed. In general, 90% of violations of prohibited products are correct and difficult to remove. However, we recommend appealing in case there is an error.

In the event of a research breach, you can also appeal by following the same steps.

To appeal an infringement of intellectual property rights imposed by the right holder, you will have to go to the Intellectual Property Protection (IPP) platform. Then you will click on "My Counter Notification" and when you find the product in question, you will be able to click on "Review". In the "Download" section, you will also be able to download a PDF file containing the details of the offence. It is also in this section that you will be able to download the relevant evidence.

In this type of sanction, you have 3 days for the first resort, and in case of rejection, 2 other possibilities of a maximum of 30 days each. It is therefore recommended to appeal quickly upon receipt of the first notification to avoid further problems.

If the copyright infringement comes directly from AliExpress, be aware that the steps to follow are the same. That is, you will have to click on by clicking on "View details" and the option indicating that you want to appeal will appear. The deadlines are the same as in the appeal procedure for prohibited products. In addition, for the appeal to be accepted, the brand verification process will have to be completed and a screenshot of the approved verification must be attached.

In this type of sanction, again, there are 3 days for the first appeal, and in case of rejection, 2 other possibilities of a maximum of 30 days each. It is therefore recommended to appeal quickly upon receipt of the first notification to avoid further problems.

For more information on violations and sanctions, and how to avoid them, please consult the dedicated section via the following link.

68) After a dispute, does AliExpress charge me anything if there is a refund?

No, not in all cases. You will only be charged the commission, either by AliExpress or by affiliates, if the buyer keeps the product.

69) How can I report other sellers if they violate AliExpress rules?

Buyers and other sellers can report a product they consider fake and AliExpress will ask these sellers to provide documents proving that they are original. At the top of each product description, there is an option to "Report an item".

You can also report another seller or buyer from the "Violations" tab of the Seller Center, then in the "Report" section. From this section, sellers can make a claim if they own the intellectual property rights to a product, make a claim without owning the intellectual property rights, report the sale of prohibited or restricted items, report inappropriate publications, research or buyer violations.

For example, a seller can report a buyer in this section if he wishes to delete a negative review or report another seller engaging in inappropriate behavior.

VII. Finance and payments

70) When will I receive AliExpress sales money?

The money is credited to the AliPay account when the user confirms that the product has been received in good condition or, otherwise, 15 days after confirmation of receipt by the buyer.

Once in your AliPay account, you can withdraw the money at any time, with no minimum amount. Please note that the AliPay withdrawal fee is €0.10 if the bank account is European. Otherwise, a fee of €10 will be charged for each withdrawal.

If the seller has weak and/or suspicious service measures and evaluations, AliExpress reserves the right to block payments for a longer period of time as a security measure.

71) How can I check my financial report?

In the "Orders" tab of the Seller Center, in the "Financial Flows" section, you will find information about the gains made, current earnings and the summary of commissions, including AliExpress and affiliation commissions.

In addition, it is possible to view the total balance, the available balance, the unavailable balance and transaction history.

For all reports, date filters can be used and the data can be downloaded.

For a detailed explanation of the meaning of each variable, we recommend that you inquire via the following link.

72) What is the KYC exam and why do I have to fill in my contact information? Where can I add my tax information?

KYC stands for "Know Your Customer". This is a process by which the identity of our users is verified. It is mandatory that all documents be verified and approved before withdrawing funds from your AliPay account, as monetary transactions must comply with legal requirements and regulations.

This procedure can be carried out at any time before withdrawing funds for the first time and will only be required once.

To take this exam, we advise you to follow the dedicated tutorial via the following link.

73) How can I set up my Alipay account?

To set up your AliPay account, you will need to go to the "Orders" tab of the Seller Center, then select the section and "AliPay International Account".

To check your balance, you will need to enter your password and phone number on this page. Then, to set up your account, click on the icon at the top right and go to "Basic information". Sellers are required to fill in certain information in accordance with current economic regulations. This information must be provided in English and will be required in the case of international transfers, withdrawals of funds or transactions involving currency exchange. When you log in for the first time and provide all this information, please ensure that it is correct before submitting it. If you find errors by consulting them, you can click on "Edit" to make the necessary changes.

To change your password, phone number or email address, you will have to go to the "Security Settings".

74) How can I withdraw my money via AliPay?

For AliExpress sellers, the AliPay platform offers the following features:

My account: you will be able to check the status of your European account, as well as your recent activity. Note that the withdrawal option is called "Transfer".
Bank account information: you will be able to link your bank accounts to your AliPay account. You will see that there is a section to add your bank account, another to search among your existing linked bank accounts and finally, a section to view the details of the selected account. Note that transfer and withdrawal information will have to be completed in English.

To add your bank account information and link it to AliPay, you will have to click on "Add" at the top of the page and select the country where the bank is located. Then, you will fill in the mandatory fields marked with an asterisk without using special characters, then click on "Send". Personal or business credit cards are accepted on AliPay, provided they comply with the following rules:

The credit card corresponding to the account must be a debit card and not a credit card.
The European account will only be able to receive international payments in euros from other banks if they are in the name of the company.

By filling in this information, you will be asked to enter your password. If you do not remember your password, you can click on "Forgotten password" and fill in the corresponding information to verify your identity and be able to reset it.

Account status (transactions): you will be able to check the status of your transfers (and withdrawals) and current exchange rates. Note that if the mandatory information you must provide when you make transactions with international bank accounts is not complete, a window will appear asking you to complete it and verify their accuracy. For transfer, you will have to select the account that will be the beneficiary of the transfer for this withdrawal. If you need to add or link a new account to transfer the money to it, you can do so by clicking on "Add a new bank account".

Please note that the AliPay withdrawal fee is €0.10 if the bank account comes from a European bank. Otherwise, a fee of €10 will be charged for each withdrawal.

Funds (account activity): you will be able to check your current balance, as well as the incoming and outgoing movements of your blocked or unlocked funds. By going to "Account Status", then "Account Activity". You will be able to see your "Available Balance", and also use different filters from the top bar. Please note that you need to filter by "Currency" in EUR.

To view the frozen balance, simply go to the "Geler/Taw Balance" tab, where you can see the funds you have currently frozen or thawed.

Download account statements: you will be able to download account information such as transactions, transfers, currency exchanges, bank balance and your blocked and unlocked funds.

In the left menu, you can click on "Download the statement" to download a copy of your account activity. Note that the download may take a few moments and you will have to filter by days to download the summary.

75) How to download invoices?

To download monthly invoices, you will have to go to the "Orders" tab of the Seller Center, then click on the "Commission Invoices" section. On this page, you will be able to download the platform's commission invoice and that of affiliation commissions separately.

AliExpress automatically provides the commission invoice on a monthly basis in PDF format, and also provides a monthly CSV file with details of each transaction since June 2020.

These documents will indicate the orders completed for the month, as well as refunds in the event of a dispute. It should be recalled that the funds are released after confirmation of receipt of the order, but that the buyer still has 15 days to open a dispute.

Please note that this process can take between one and five days. Once the invoice has been issued, it will be available for download.

For more information, you can follow the following link.

VIII. Promotions

76) What types of promotions exist on AliExpress?

Promotions increase the attendance of your shop and are a great opportunity to offer your best offers. A good promotional campaign will increase your current sales, but also your visibility and future sales. That's why you must consider them as an investment in your sales strategy.

Here are the differences between the different types of promotion:

Shop promotions: they are flexible, customizable and available at any time. Sellers can create limited discounts, special offers, coupons, product packs and promotional codes.
Platform promotions: these are regular promotions on the platform that require you to meet conditions at the store level (more than X% of shop evaluation) and at the product level (more than 5 product evaluations). These requirements will be higher or lower depending on the promotion. These include flash offers and major promotions. As for the major promotions, these are the biggest promotions of the year, including the 11.11 campaign (November 11), Black Friday, AliExpress' birthday campaign (March 28), the Start of Summer campaign (June 18) and the Back to School campaign (August 28). In these campaigns, the AliExpress team always conducts a large promotional campaign on television, social networks, influencers, the media, etc. and subsidizes part of users' purchases with discount coupons.

In any successful sales strategy on AliExpress, you will always have to participate in major promotions, as these are the times of year when most users are attracted and encouraged to visit the platform. Thereafter, you will have to participate in a large number of promotions on the platform because, while it is true that traffic is lower than in large promotions, there is also less competition and AliExpress maintains a large number of promotional activities, for example on social networks. Finally, participation in shop promotions is recommended as one-off actions.

Sometimes some sellers cannot benefit from major promotions. In these cases, it is recommended to participate in shop promotions and not miss the opportunity to take advantage of the large peaks in traffic.

77) How to prepare a promotion on AliExpress? Before, during and after.

On AliExpress, promotions are great opportunities to grow and increase its visibility. During these campaigns, the platform invests heavily and attracts traffic through many campaigns through different channels.

To take advantage of all the traffic available to the platform during these days, it is important to properly plan campaigns. To do this, it is necessary to distinguish between the selection of offers, warm-up before promotion, during and after promotion.

Selection of offers: this starts about a month before the start of the promotion with the opening of registrations. During this period, you will have to record your best offers of the year and be as competitive as possible. You will have to consider promotions as an opportunity for growth. Indeed, a successful campaign will launch your store once the promotion is over. In addition, in addition to investing to attract traffic, AliExpress also subsidizes users' purchases through coupons. To select offers, it is recommended to follow suggestions for appropriate products, register trendy or seasonal products, consult the analysis section to evaluate the products that can work best and register new products that have recently been downloaded.
Warm-up before promotion: one week before promotion, warm-up will begin. During this period, the price that each product will have during the promotion will be displayed and, depending on the interaction that each product has - for example, the CTR, the number of times it has been added to the wish list or cart - during these days, it will be more or less displayed during the promotion period. Some good practices during this phase are to use the Affiliate Program and the Project U Affiliate Program, participate in free product campaigns and flash offers, and attract traffic through campaigns on external channels.
During the promotion: you will be able to use the direct marketing tool to reach those who interacted with your products in the previous week. It is essential to offer fast customer service and delivery to get positive feedback from buyers.
After the promotion: it is important to value your buyers and offer good after-sales service to get positive feedback. If the campaign was good, your store will see its traffic and sales increase.

78) What can I do if I have "ineligible" products for a promotion?

If your products are marked as "Ineligible" at the time of registration for an AliExpress main promotion, it means that the product does not meet one of the requirements of the promotion. Here are the usual reasons:

No sales in the last few days (30, 90 or 180 days, depending on the requirements of the promotion): if you are a new seller (and/or the product is new) and have not yet made sales, you will not meet this condition. We therefore recommend that you start generating orders as soon as possible. For large promotions, we activate an alternative registration to promote your store, which, although it generates less traffic than the main AliExpress promotion channel, will allow you to participate in the promotion.
The product rating is less than 4.5: you need a minimum score of 4.5 on average to register your products in AliExpress' main promotions. Please note that your products must have at least one sale to be eligible for this score. In addition, once the command and score are generated, synchronization will take between 24 and 48 hours.
This is a new product: if you have just downloaded a product on our platform, it will take a minimum of 24 hours for it to be registered in promotions.
The product does not belong to one of the categories eligible for the promotion: you can see it on the main page of the promotion you want to register for.

79) What information cannot be changed during a promotion and when will it be changed again?

Our system blocks certain information on the product page when you register for a promotion. It is therefore possible that you may not be able to modify certain information on your product page after you register. Note in particular that you will not be able to change the category, unit of measure, sales unit, color, place of shipment of the product, reduced prices, original price, prices by country, package size and shipping model.

The category, unit of measure, sales unit, color, place of shipment of the product, discounted prices, original price and prices by country will be locked as soon as you register for the promotion, and will be unlocked as soon as the promotion ends (or in case the product is not approved for promotion).

As for the size of the package and the shipping model, they will be locked as soon as registration is completed once the examination process has been completed, whether approved or not. If approved, please note that when the promotion starts, shipping options will be displayed based on what was defined in the shipping model at the time the product was registered for promotion.

80) Can stock be added during a promotion?

Once the stock has been added to a promotion, it will be reserved for this period and, under no circumstances, will it be possible to cancel the registration. Thus, if you have twelve units in stock and register ten for promotion, only two units will be available for purchase on the dates preceding the promotional campaign.

However, once you have registered a product for the promotion, you can increase the discount percentage or add additional units. To do this, you will have to go to the "Marketing" tab of the Seller Center, then go to the " AliExpress Promotions" section and see which promotions are being approved or active. You can then click on "View details" of the promotion you want to review and add the units or increase the percentage as you did at the time of registration.

81) Can I change the price of a product for a promotion?

You will be able to increase the discount offered for the promotion up to one day before the end of the registration period, but you will no longer be able to change it after the promotion begins.

You will also not be able to change the initial price that the product had when you registered it for the promotion, or decrease the discount offered.

82) Can products be removed during a promotion?

Yes, but only those who are still "under review". If the product has already been examined and approved by the team, it cannot be removed.

83) What happens if I have penalties and can no longer participate in promotions?

If penalties accumulate or obtain serious penalties after the registration process, the products will be removed from the promotions in which you have registered.

84) What happens if I was eligible when I registered the products for promotion, but am no longer eligible?

Once registered, our team will review the products. If our team approves the product, it will remain in the promotion. Otherwise, you will not be able to participate in the promotion.

85) Why don't the shipping options match those in my shipping model?

You may have changed your shipping model after registering your products for promotion. When we approve the offer, shipping model information at the time of registration will be saved and used for the duration of the promotional period. Note that one of the conditions of most promotions is "free delivery".

86) Can I use a discount code for a promotion if I am not registered?

No, to be able to use a promotional code as part of a promotion, you must be registered. For example, if you want to use the codes for promotion 11.11, you must have registered your products for promotion.

87) Why are some variants (SKU) of a product (SPU) not available for purchase during a promotion, when I have stock?

When you have different SKUs (variants) for the same SPU (product) and participate in promotions, you will have to take into account that not all SKUs that you will include in the promotion will be available for purchase during the promotion.

So, if you offer a T-shirt in sizes S, M, L and XL for sale, and you decide to include only sizes S, M and XL in the promotion, you will have to take into account that size L will appear as unavailable during the promotion.

If you have any questions, do not hesitate to ask us. Our experts will be happy to help you in online chat from Monday to Friday, from 9am to 5pm.

AliExpress ban and restriction rules

The platform prohibits the release of any commodity information containing prohibited and unsuitable for express delivery. AliExpress's catalogue of prohibited goods

Information release rules
AliExpress prohibits the release of prohibited, restricted and unsuitable commodity information.
Global AliExpress banned and restricted catalogue
Code of prohibited and restricted goods in some importing countries
The goods sold by sellers must comply with the corresponding national customs import standards and commodity quality standards. Improper release may cause harm to the website and the seller itself.
Announcement of Prohibition of Sale of Some Products to the Corresponding Countries
Announcement of Prohibition of Sale of Some Products to the Corresponding Countries
Announcement of Banning Some Products from Sale to Russia
Summary of recall notices by country
Summary of recall notices by various countries View details

Industry ban rules

Announcement of strictly prohibiting the use of VR glasses to sell and disseminate vulgar, pornographic and obscene electronic information: View details
National Catalogue of Prohibited and Restricted Sale of Toxic Chinese Medicinal Materials: View Details
Adult Products/Sexual Products Industry Standards: View Details
Toy Crossbow Release Rules: View Details
Tool Product Release Rules: View Details
Eavesdropping device risk handling: View details
Marijuana banned word product rectification: View details
Rules for the sale of seeds: View details
The platform prohibits the sale of perfumes.
The platform prohibits the sale of tea, food and other edible products.
Disposable e-cigarette appliances and related accessories containing e-cigarette liquid are prohibited: View details
Rectification notice of powerful magnetic ball toys: View details
Notice of rectification of fingertip gyroscope products: View details

more rules

Aliexpress.com Rules

Summary of notices of recalling illegal goods by various countries

AliExpress Service Agreement for Sellers

Platform Rules

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AliExpress Services Agreement for Sellers

Platform rules

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Aliexpress.com Rules

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