The order has not been paid. When is money withdrawn from the card?
The Aliexpress marketplace is popular all over the world. A huge range of products in all directions, attractive prices, pretty fast delivery - it's all about it. But sometimes incidents arise when money is withdrawn from Aliexpress and the payment does not go through. What to do in this case, how to return the money or receive the goods, we will tell you below.
Reasons why the money was withdrawn but the payment did not go through
When paying for an order on the Chinese Aliexpress website, there may be cases when a card or e-wallet is debited, but the payment is not displayed in the system. Payment can be made by cards of various banks - Sberbank, Alfa-Bank, Gazprom, Bank of Moscow, Tinkoff, VTB and others.
If a client paid for an order on , but the payment did not go through, there is no need to worry right away. The transaction verification process can take up to a day. If after 24 hours the payment is still not displayed, it is important to find out at what stage the problem arose.
- First of all you need to check statement of the card from which payment occurred, or wallet transaction history. If a debit with the comment “Aliexpress” is recorded, the money was actually transferred to the partner bank of the trading platform;
- You need to open a paid order in your personal account on the site. The “Payment” section should display information about the receipt of money. If the status here is set to “Waiting for payment”, the money has not been transferred to the payment system.
If a payment in Internet banking is in HOLD status (blocked), a refund can be made automatically within 3 days if the site does not accept it.
There may be several reasons why money could be withdrawn and the payment will not be displayed as completed:
- refusal of the transaction due to the type of card by the Alipay payment system;
- refusal by the bank that issued the card;
- suspicion of fraud;
- delay in making payment;
- refusal of the Alipay payment system to accept payment.
Such orders may have the status Order closed Aliexpress.
To open such an order, you will need to confirm that payment by card was not associated with fraudulent activities. Proof will be sent by sending a photo with a passport page and a photo of a bank card. The holder's name must match the passport details. When sending a card, it would be prudent to hide the secret CSV code to avoid compromising the card and transferring complete payment data to third parties. Then the order on Aliexpress with the Order Closed status will change to “Paid”.
When is money withdrawn from the card?
If money is withdrawn, but payment confirmation has not been received, you can try to pay for the order again. If the re-write is successful, there is no need to make any more attempts. Money not taken into account for any order is automatically returned to the payer’s card. This is how the Alipay payment system is set up - all accepted payments are assessed monthly, excess payments are canceled and returned to the payer.
To speed up the process, you can write a request to Aliexpress support. There is no need to pay again if restrictions have already arisen.
Payment is expected from Aliexpress, but money has been withdrawn
Withdrawal of money when paying for goods occurs immediately after entering your bank card data, or when creating and confirming an order in an electronic wallet. There may be cases where a write-off has occurred, but the status of the order has not changed. Having entered your Personal Account, you can see the inscription “Payment awaited”. Don't panic. The transaction can be verified within 24 hours, the system immediately warns about this. At the same time, there may be slight delays in receiving money. A payment system that cooperates with , processes a large number of transactions, which entails an increase in waiting time. If after 24 hours the payment has not gone through, you must act in accordance with the regulations described below.
Where to contact
When debiting money from a card Firstly you need to contact your bank. The specialist will need to provide:
- date and time of payment;
- exact purchase price (up to kopecks);
- payment status in online banking or mobile application.
After the initial check, the bank employee can report the following:
- the payment is canceled by the recipient and will be returned to the card within 3 days;
- payment system – the recipient was unable to accept the payment, you must wait for a refund;
- The payment was successfully completed, you need to contact its recipient.
Additionally, you can check the status of the transferred payment on the Alipay website. As stated previously, there may be processing delays and a comment will be provided accordingly. If the payment is not detected and the transaction is completed successfully at the bank, you should write a request to the support service.
You will need to indicate:
- Order number;
- date of payment;
- purchase amount;
- If possible, attach a statement with the disputed amount or a screenshot from your phone confirming the payment.
Payment issues are resolved fairly quickly.
Full refund
If the order remains in the “Waiting for payment” status, more than three days have passed and there has been no refund of payment, there is a need to return money for the service not provided.
To return the full cost of your order, you can open a dispute on the website. The peculiarity of the trading platform is that the system itself regulates the relationship between the seller and the buyer. After payment for the purchase, the money goes into reserve and is transferred to the seller only after confirmation of acceptance of the order by the buyer. Until this moment, the money is safe.
For various reasons, it is possible to cancel your order yourself. In this case, if the goods have not yet been sent, the process occurs automatically and the money is returned to the card within three banking days.
In other cases, if something went wrong with your order, you can first request a refund from the seller. To overcome the language barrier, you can use a translator. It is required to state the claims regarding the order in detail and attach proof of payment. In almost every case, sellers meet halfway, not wanting to receive negative feedback. A low rating will affect the status of the seller and the degree of trust in him.
If the seller categorically refuses to return the entire amount, you can open a dispute. The site’s specialists will be involved in solving it, will consider the situation in detail and make a decision. Their powers include influencing the seller to return money to the client, and independently initiating a return on the order.
What to do if the money is not returned and the goods are not shipped
As before, you will need to open a dispute. There is no need to rush to leave negative feedback to the seller, you can get similar feedback in return. When opening a dispute, you will need to describe the current situation in as much detail as possible and attach a bank statement confirming the withdrawal of money from the card. Disputes are resolved promptly and, most often, a decision is made in favor of the buyer.
The payment went through, but the money was not withdrawn
In extremely rare cases, a payment may be posted without actually debiting the card. This happens when the bank refuses at the last stage of verifying the payment, but the Alipay platform has already processed the payment.
You can clarify information about the transaction in the bank from whose card the payment was made. Bank support can explain the reasons why the payment was canceled.
If such situations arise, it would be best to write a message to the seller describing the situation, or describe everything when contacting Aliexpress support. If the money has not been transferred. The seller will ultimately not receive the order after confirming the order. payment for your goods and may leave negative feedback or recall the shipment. This
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Tell me what to do if the order in the online store has already been paid for, but the store is in no hurry to deliver it? It happens that you can place an order on the website and immediately pay for it by card. And then the manager calls and it turns out that in fact this product is not in the store, you need to wait, how long to wait is unknown, and so on.
And another question: what if in the same situation it turns out that the site is fraudulent? You paid for the goods, the money was withdrawn from the card, and the site immediately closed.
Anton, there are two situations in your question. Let's look at them one by one.
Ruslan Zairov
Tinkoff Bank lawyer
If the order is paid, but there is no product, ask for a refund
If the buyer makes an advance payment for the goods, the deadline for the transfer of this goods should already be clearly indicated. The absence of such a deadline already means that the store does not comply with the requirements of the law.
If you paid for an item and the store did not deliver it to you on time, according to the law on consumer protection, you have the right to demand either a new delivery date or a refund for the item. Moreover, in case of delay in delivery of the paid goods, the store must pay you a penalty (penalty) - 0.5% of the prepayment amount for each day of delay.
If you paid for an item, but the seller does not have it, decide what you want to achieve: receive the item or return the money. Send the seller a corresponding request, indicating in it that you are waiting for payment of a penalty for the delay.
It happens that as a result of delay, the buyer incurs losses. For example, you gave your car for service. During the repair process, it turned out that an additional part needed to be ordered. You placed an order in an online store, and it delivered the part two days late. All this time the car was in service, and you paid for the days of downtime - for this amount you can demand a refund from the online store. But you must immediately understand that not a single store will compensate for losses simply based on a buyer’s claim. You have to go to court to get compensation.
Write a letter to the seller. If the seller gets in touch, you can simply correspond by email. But if the store has mail on a common mail server (for example, on Yandex or Mail-ru) and employees do not get in touch, you must send an official letter by Russian Post to the legal address of the organization. A list of the attachments must be attached to the letter to confirm that the letter was sent.
Complain to Rospotrebnadzor. If the seller is silent, write a complaint on the Rospotrebnadzor website. You will need to confirm that before filing a complaint, you had already tried to contact the store and the store refused you or did not contact you at all.
How much money can you get back through court?
If you still fail to get anything from the store, go to court. Let's calculate how much money you can get in this case.
Let’s assume that Marina paid for a bag of cat food for 5,000 RUR in an online store. Marina’s food was not delivered on time, so she had to run to the nearest supermarket and buy a similar one. Marina wrote a letter to the store asking to cancel the order and return 5,000 RUR. A month has passed, no return. Marina went to court and filed a statement of claim.
The penalty for 30 days was 1500 RUR:
5000 R × 1% × 30 days = 1500 R
Let's say another 30 days passed before the court accepted the claim and made a decision. The penalty increased to 3000 RUR. The total amount of claims for the claim is 8000 RUR. According to paragraph 6 of Art. 13 ZPPP the court will collect from the store another fine of 50% of this amount in favor of Marina - 4000 RUR:
8000 R + 4000 R = 12 000 R
There is a possibility that when Marina files a lawsuit, the store will immediately return the advance payment to avoid a fine.
If you cannot resolve the issue with the seller, contact the bank for a chargeback
To begin with, I still recommend that you always check the seller before making a payment. By law, the seller must provide the full name of his company and its address. If there is no such information anywhere on the site, it looks suspicious. I advise you not to buy goods from such online stores: most likely, they are conducting illegal activities.
If, after all, you transferred the money, but the site went down, no one answers your email or phone, this is a reason to contact the police and send a complaint to Rospotrebnadzor to punish the scammers.
Contact your bank for a chargeback. Chargeback is a procedure for contesting a payment. Important: chargeback is not a bank service. This is a tool with which your bank, based on your complaint, can request a refund from the bank that accepted your payment.
The chargeback procedure is regulated by the Visa, MasterCard or Mir payment systems. There are three parties involved in a chargeback:
- the issuing bank is the bank that issued the card with which you paid for the goods;
- acquiring bank - the bank that accepted your payment from the store;
- the payment system itself is “Visa”, “Mastercard” or “Mir”.
The final decision on refunds always remains with the payment system.
If the buyer has not received the goods for which he paid, this is a clear basis for a chargeback. They can also do a chargeback if you received a fake and can prove it.
How to request a chargeback. Send a written statement to the bank that issued your card. At Tinkoff Bank, this can be done in the support chat. Please provide evidence that you were not actually given the item you paid for. This could be a screenshot of a website or an email conversation. If you submitted an application to Rospotrebnadzor, please attach a copy of it. The chargeback application alone is not enough. We need evidence.
You can apply for a chargeback within 120 days from the date of payment.
If the payment system approves your request, the money will be returned to the card.
If you have a question about personal finance, luxury purchases or family budgeting, write to: [email protected]. We will answer the most interesting questions in the magazine.
