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AliExpress M-PESA

M-PESA is now one of the most convenient payment options shoppers can when checking out their shopping cart on Aliexpress.com

As an AliExpress customer, you can select M-PESA, key in your mobile phone number, and subsequently receive a prompt on your phone to type in your M-PESA PIN to complete the payment.  

 After selecting the M-PESA payment channel, you will have your total cost displayed in Kenya Shillings with standard Lipa Na M-PESA Paybill charges applicable for each transaction.  As has been the case, the option of using your post office box number as the delivery location is still available.  

How to Access the Service

To access AliExpress M-PESA service:  

  1. Download the AliExpress App on the Google play store or App Store or shop from the AliExpress website. 
  2. Register on AliExpress to create an account.  Register your M-PESA mobile number to enable M-PESA payment.  

 How To Pay With M-PESA on the AliExpress App

To pay for a product on AliExpress you need to:  

  1. Open the AliExpress App. 
  2. Choose the product you want to buy.  
  3. Click on “Buy Now” and then click “Continue.”  
  4. Provide a shipping address.  
  5. Click on “Select payment Method” and select M-PESA. 

M-Pesa Charges for Payments on AliExpress   

When you pay with M-PESA on AliExpress, you will only need to pay the standard Lipa Na M-PESA Paybill charges.  M-PESA doesn't have extra charges like debit and credit cards, so the amount shown is the final cost you'll pay. 

Please enquire with your local courier companies or tax offices in case an additional levy will be imposed.  

How to Report a Dispute 

To report a dispute, you can either visit the AliExpress report center at https://report.aliexpress.com or follow these steps: 

  1. Log in to your AliExpress App and 
  2. Find the disputed order under ‘My Order.’  
  3. Click ‘View Detail’ to see the raise dispute button.  

Reasons for Raising a Dispute 

  • Late delivery: If your ordered items haven't arrived within the expected time frame. It's advisable to communicate with the seller initially to address the issue. 
  • Item discrepancies: If the received item doesn't match the description provided in the product listing or if it arrives damaged. 

 

Please Note: Disputes for undelivered goods can only be initiated after the designated delivery time has elapsed.   

 AliExpress Customer Support  

To access customer service, kindly refer to the AliExpress website page, and click on the Help menu.  

Frequently Asked Questions  

What is the difference between AliExpress and Alipay? 

AliExpress is an online retail service that offers products to international online buyers, while Alipay service enables one to send money from their M-PESA account to individuals that reside in China.  

 Is AliExpress the same as GlobalPay?  

No, AliExpress is an online retail service that sells goods only to international online buyers.  

M-PESA GlobalPay is a Virtual VISA card that is linked to your M-PESA wallet and enables you to make payments to international online sites for both goods and services.  

 Does AliExpress offer services apart from selling products?  

No, AliExpress does not offer services, it only deals with product selling.  

 Who can use M-PESA AliExpress service?  

This service is offered to M-PESA registered users on the AliExpress App and website.  

How can I access AliExpress?  

You can access AliExpress via the AliExpress App or AliExpress e-commerce platform by visiting https://www.aliexpress.com  

Once I pay for a product on AliExpress using M-PESA, are there any other charges that I will be required to pay upon delivery?  

  • With M-PESA payment there are no charges. Pay and wait for your product to be delivered within the indicated period. 
  • There might be instances where local tax or delivery fee is applied. Please enquire with your local courier and tax offices.   
  • For products with the option to select a different vendor who can deliver earlier than the expected period, you might have to pay a higher price.   

 What steps should I take if I have made a double payment?  

  • As a customer, you can request a reversal or refund from AliExpress.   
  • You can also cancel the request for a double payment while on the product page.   
  • Please note: With M-PESA, it is difficult to make a double payment because the customer receives an STK push (SIM Application Toolkit Push) to complete the payment.  

Cases of double payments may occur to customers paying with the virtual card, but most customers prefer M-PESA.   

What is the reversal process and who I contact?  

  • AliExpress must first do reconciliation on their end and then action the refund. The refund process takes 3-20 business days.  
  • AliExpress send refund files daily to Safaricom of the refunds that need to be done following their reconciliations.  
  • Safaricom Business support team then does manual refunds from B2C AliExpress account - 614251 once every week whereby they combine all the refunds that have been shared by AliExpress over that period.  

 How long will it take for me to receive a product that I ordered via AliExpress?  

  • The period will vary depending on the vendor or the product selected.  
  • To know how long your product will take to be delivered when buying check under shipping for the estimated delivery time.  

How can I contact the product seller?  

Under each product chosen/ordered, you will see a button written Contact Now click on it to start the conversation with the seller.  

Can I cancel an order that I requested on AliExpress?  

You can cancel an order. You can perform this action without contacting the seller.  

If I want to cancel an order it should be within which period from the day the order was placed.  

  • You can cancel the order before making payment. This can be done directly by clicking the Cancel Order button.  
  • You can also cancel your order with the seller's approval when your order status is "Awaiting Shipment”: Please click the button Cancel Order on the order detail page, select a reason for cancellation, then [Submit] the request. to speed up the process contact the seller for their approval. You will receive the refund in 3-20 business days.  

 Note: Please read the terms and conditions on the AliExpress website to know when you can cancel an order.  

How can I raise/open a dispute?  

  • Log in to your AliExpress App. 
  • Find the order under My Order.   
  • Click View Detail to see the order details.  
  • Click Open Dispute to open a dispute.  

After you have opened a dispute, the seller will be notified and need to reply to your request in 5 days.  

 When raising/opening a dispute which options will I be given?  

There are two options to choose from.  

  • Return Goods – this means that you want to return the item and apply for a full refund.  
  • Refund Only – this means that either you did not receive the item and you are applying for a full refund, or you did receive the item and you want a partial refund (without having to send the item back).  

 Will I be required to fill in anything while raising a dispute?  

Yes, when raising a dispute, you will be required to:  

  • Select What you are applying for in the dispute which can be either Return Goods or a Refund only.  
  • Reason for request. 
  • Refund amount.  
  • Write request details.   
  • Upload evidence then submit. 

 Can I get and download a statement on AliExpress?  

  • What you can get on the AliExpress website or app is a listing of their previous orders which shows the billed amounts.   
  • To see this, you will log in to your profile and select Account > My Orders.  

Who should I contact in case of any support regarding AliExpress?  

  • To access customer service, kindly refer to the AliExpress website page, and click on the help button.  
  • To report a dispute, you can visit the AliExpress report center, at https://report.aliexpress.com  
  • You can also contact the product seller by clicking on the button written Contact Now under the specific product to start the conversation with the product seller.  
  • In case of any queries or more information regarding your M-PESA transactions:  
  • Call 100 or 200.  
  • Twitter:  @Safaricom_Care and @SafaricomPLC  
  • Facebook: @SafaricomPLC  
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.  
  • You can also visit any Safaricom Shop  

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