If you’ve recently placed an order on AliExpress and noticed that your order is stuck in the “Collected by Courier” status, you’re not alone. Many users have experienced this issue, especially when purchasing Choice items. To make matters worse, if you’ve requested a refund, it might also be stuck in the “Refund Starting” phase. This blog post will break down what this status means, why it happens, and what you can do to ensure you get your money back.
What is the ‘Collected by Courier’ Status on AliExpress?
AliExpress recently introduced the “Collected by Courier” status, which primarily affects Choice items. The Choice program allows you to shop for certain items with free shipping once your order total exceeds a specific threshold. Unlike regular orders where each store ships separately, Choice items from different sellers are consolidated into a single package before being shipped to you.
The issue arises because, during this consolidation process, your order is marked as “Collected by Courier.” This differs from normal shipments where you can cancel before they are dispatched. Once an order reaches this stage, it cannot be canceled by either you or the seller, leaving you in limbo if the package doesn’t arrive.
Why Do Orders Get Stuck in This Status?
There are a few reasons why Choice orders may get stuck:
Sellers often list items they don’t physically have in stock. When you place an order, they first try to source the item from suppliers.
If the seller cannot obtain the item, they won’t fulfill the order, but it remains stuck in “Collected by Courier.”
If you used a discount, such as AliExpress coins or storewide coupons, the seller may avoid fulfilling the order if they determine it is unprofitable.
What Can You Do If Your Order is Stuck?
1. Do Not Confirm Receipt of the Order
AliExpress will not refund you if you confirm receipt of an order that never arrived. So, no matter what, do not click that button.
2. Wait for the Standard 60-Day Refund Period
If your order is stuck and the refund option isn’t available, unfortunately, you need to wait. AliExpress typically processes refunds automatically after 60 days from the order date if the item has not been delivered.
3. Contact AliExpress Support
While contacting AliExpress support may not speed up your refund, it’s essential to document your case. Here’s how:
Initiate a chat with a real human on AliExpress (not just the automated Eva bot).
Provide your order details and request an official case to be opened.
Ensure you receive an email with a case number for future reference.
4. Monitor Your Refund Status
Keep an eye on your order details page. If the refund button disappears, don’t panic—AliExpress is likely still processing it.
5. File a Dispute with Your Bank (If Necessary)
If 60 days pass without a refund, file a dispute with your bank or credit card issuer. This process is called a transaction dispute. Provide your bank with:
Screenshots of your order details.
Emails from AliExpress support.
Evidence that the expected delivery date has long passed.
My Experience with a Stuck Order and Refund
I placed an order on March 13th, expecting delivery within a week. After three weeks of no updates, I contacted AliExpress support in early April and received a case number. More Choice items I ordered later initially got stuck in “Collected by Courier” but then proceeded to normal shipping.
After multiple follow-ups, AliExpress finally processed my refund around May 11th-12th, exactly 60 days after my original order date. This confirmed that AliExpress follows a standard 60-day refund policy, regardless of your attempts to escalate the issue.
Conclusion: Be Patient, But Be Prepared
If your AliExpress order is stuck in “Collected by Courier” status and your refund is delayed, patience is key. While support interactions may not accelerate the process, documenting your case is crucial if you need to escalate the issue to your bank.
Remember:
Do not confirm receipt of the order.
Keep track of all emails and case numbers.
After 60 days, escalate the issue to your bank if necessary.
By staying proactive, you can ensure that your money isn’t lost in the AliExpress system.