Status of case: Case substantiated
What the buyer/seller needs to do now:
Buyer: If buyer has additional evidence for this case, please upload it as well.
Seller: Pending seller’s response with required evidence within 3 business days
Please do not reply to this email. This is an automated system email and you will not receive any response. Please sign in and click on «My Orders» on the home page to check the status of your dispute. If you have evidence or proposal to provide, please click «Respond Now».
Thank you for contacting Alibaba. This is Alisa from AliExpress Online TradeSecurity Team. With regard to your claim for the Order , you stated that the material of the item received is seriously not as described, but the supplier has provided the third-party inspection documents.
As our mediation is based on the evidence that are provided by your two parties, we now require you to provide further evidence as follows,
1. Clear photos of the parcel you have received, including the shipment receipt.
2.Clear photos of the items you have received, including the detailed parts can clearly see the PU coating. Please mark the difference on the photos for us. A comparison between the leather and genuine leather will be preferred.Or you can take a small piece of the leather to do a burning test, and take a video of this process or take a photo of the burning ash, then provide to us.
3. The third-party inspection documents that can clarify the items seriously not as described would be preferred.
Please sign into Dispute Order > to respond the case with the required information and documents within 3 days.
You can click here to learn more about how to provide valid evidence. If your evidence (such as video) is large than 2MB, you can upload it toMediafire and provide the link to us.
Note: If there’s any agreement reached with the supplier within this Time Limit, please respond your supportive evidence. Or AliExpress shall have the right to proceed to handle the Claim based on the supporting documents available and/or the settlement terms reached in the Order Messages within the Time Limit between the Buyer and the Supplier.
Please be aware that if you fail to respond or provide required evidence before the deadline, your dispute will not be supported and the case will be closed with the payment released to the supplier accordingly.
1. Do not forge or modify the required evidence.
2. Please submit the required evidence before due date.
Your understanding and cooperation will be appreciated. Should you have any questions, please feel free to Contact Us. Wish you have a nice day!
Online TradeSecurity Department of Aliexpress.com
Я дал все фото, видео.
И вот сегодня второй ответ
Status of case: Complaint Pending—Further Supporting Evidence Required
What the buyer/seller needs to do now:
Buyer: provide additional valid evidence or negotiate a solution with the seller.
Seller: make a valid counter-claim or negotiate a solution with the buyer.
Please do not reply to this email. This mailbox is not monitored and you will not receive a response.
Please log in to http://trade.aliexpr. =60334992753889 > to respond the case before the due date.
Thank you for contacting AliExpress. This is Jane from AliExpress Case Management Team.
Regarding your order , I am sorry that you didn’t get an amicable solution from the seller. We will try our best to help you. Meanwhile, please kindly understand that our mediation is on the basis that you provided enough evidence for your claim. If you failed to provide valid evidence eventually, AliExpress Case Management Team could not consider your claim as requested and the payment will be released to seller accordingly. Thus we suggest you to communicate with seller about returning goods as an amicable solution in case the evidence you provided is regarded as invalid eventually.
For this dispute, after we checked you just complained that it is not genuine leather, after we checked the product description, there is no information shows it is genuine leather, it just shows it is nubuck leather, so we will not handle with the claim. If there is qualtiy problem with the shoes, please provide the clear picture of the shoes with red mark on the defects for us to check to support your point.
Or you can choose to return for full refund, please note the buyer is responsible for the return shipping cost, you can return by post mail with tracking number which is cheap.
Please check the helpful link ( http://help.aliexpre. g_evidence.html ) to learn how to provide valid evidence for your claim.
If you have bought more than 1 piece of products, please specify every defective pieces; if your evidence (such as video) is larger than 2MB, you can upload it to Mediafire ( http://www.mediafire.com/ ) and provide the link to us.
If you and the seller have reached an agreement on the dispute, please state it clearly in the complaint centre for the record.
Please kindly note that if you fail to response or provide required evidence before the deadline, AliExpress would release full payment to the seller or refund the money as per seller’s suggestion and close the dispute.
Your understanding and cooperation will be appreciated.