Mimie 20:20
Hello David!
Mimie 20:20
How are you today?
Dave O’Gorman 20:21
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:21
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:22
I'm good. This is my first time using Ali Express, and I'm having a problem checking out
Dave O’Gorman 20:22
And I'm having a lot of trouble describing my problem to you right now, also
Dave O’Gorman 20:22
"character limit exceeded: message not sent"
Mimie 20:23
Okay do not worry let me help you.
Mimie 20:23
Can I have a screen shot please?
Dave O’Gorman 20:23
I'll try. But the problem is easy to describe:
Dave O’Gorman 20:23
When I try to check out, I get the "for security reasons we cannot continue" page
Mimie 20:24
Is that for appeal?
Dave O’Gorman 20:24
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:24
Yes, but then when I click the "appeal," my browser says "error: too many redirects"
Dave O’Gorman 20:24
So at the moment I can't check out at all.
Mimie 20:25
Can I have a screen shot of the "error: too many redirects" ?
Mimie 20:25
So that I can determine what happen.
Dave O’Gorman 20:25
I just tried, and accidentally closed the tab -- and now the whole thing is lost.
Dave O’Gorman 20:25
Stand by
Mimie 20:26
Sure dear thank you so much!
Mimie 20:26
I will do all the possible way to help you.
Dave O’Gorman 20:26
Can you stay with me while I refill my cart? It only had two items in it.
Mimie 20:27
Sure dear I will.
Mimie 20:27
Just do not forget to chat me every 2 minutes dear to avoid disconnection.
Mimie 20:27
[ww:玫瑰]
Dave O’Gorman 20:27
Okay, stand by -- I've got one of them in there.
Mimie 20:28
Take your time David/
Dave O’Gorman 20:28
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:29
I had expected that the cart would remain full because I had other Ali Express tabs open at the same time, but alas -- no
Mimie 20:29
So your cart is empty?
Dave O’Gorman 20:30
I've refilled it now. But I see now that I lost my $4 first-time user coupon. :/
Mimie 20:30
Okay I see. The problem here is the coupon.
Mimie 20:31
Do you still have the order number?
Mimie 20:31
Do you still have the order number?
Mimie 20:31
Okay I see. The problem here is the coupon.
Dave O’Gorman 20:31
I'm filling in my credit card information now....
Mimie 20:32
Okay dear go on.
Dave O’Gorman 20:32
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:32
Okay, I've made it as far as the "for security reasons, we cannot continue" page, and I'm ready to click "My Appeal"
Mimie 20:32
Thankyou dear
Mimie 20:32
To avoid this to happening again I suggest that you under go appeal dear. So that our system can verify your payment method. This process only happen once dear.
Dave O’Gorman 20:32
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:33
Yes, but clicking My Appeal has caused my web browser to give a "too many redirects" error. So I cannot undergo appeal.
Dave O’Gorman 20:33
Stand by.
Dave O’Gorman 20:33
Clicking....
Mimie 20:33
Thankyou dear
Mimie 20:34
[ww:玫瑰]
Dave O’Gorman 20:34
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:34
Okay, for some reason I did not get the too many redirects error this time.
Dave O’Gorman 20:34
But I have a new question.
Dave O’Gorman 20:34
Do I have to submit all of this stuff, or just one of them?
Mimie 20:35
I will give you some tips
Dave O’Gorman 20:35
Okay
Mimie 20:35
On the picture of ID, the name should be shown. On the picture of cards and bank statement, the following information should be shown: bank logo, bank name, (the first six and last four card number). On the bank statement, it is advisable to show the statement of your "payment only on AliExpress"
Mimie 20:35
That's all we need to see. Not everything.
Dave O’Gorman 20:35
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:36
I don't understand the sentence beginning with "On the bank statement...."
Mimie 20:37
We only need to see on your bank statement the previous transaction from aliexpress
Dave O’Gorman 20:37
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:37
There hasn't been any payment to AliExpress, so it there won't be a transaction to show.
Dave O’Gorman 20:37
This is my first time trying to use AliExpress
Mimie 20:37
Okay thank you dear
Mimie 20:38
May I know if you see a space provide on the bottom of the appeal form?
Dave O’Gorman 20:38
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:38
Also, I don't have bank statements -- I do all of my banking on line.
Dave O’Gorman 20:38
Yes, there's a place for "Message (Optional)."
Mimie 20:38
okay I understand that.
Mimie 20:39
Please write there that you do not have any bank statement since your are a first time buyer/.
Dave O’Gorman 20:39
I can take a screen capture of an on-line statement for the relevant account.
Mimie 20:39
That will do dear.
Dave O’Gorman 20:39
Okay, so no bank statement -- just the passport and the card
Mimie 20:40
Yes dear
Dave O’Gorman 20:40
Now can I have my $4 coupon reinstated, as well, or is that over.
Mimie 20:40
Please provide a note that you do not have a bank statement
Mimie 20:40
Okay, next if for the coupon concern?
Dave O’Gorman 20:40
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:41
Yes, I can do that. And yes, I'd like to get my $4 first-time-user discount, since I never got to use it.
Dave O’Gorman 20:41
(If possible.)
Mimie 20:41
Regarding on that I will refer you to our AliExpress team that are trained to handle issues that you have. They have the proper tool to assist you on your request.
Macy 20:41
Hello,I am a service consultant Macy
Macy 20:42
Thank you for contacting AliExpress. My name is Macy . I am your service representative.
Dave O’Gorman 20:42
Hello!
Dave O’Gorman 20:42
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:42
I have an unusual problem, and I've been transfered to you to perhaps assist me with it.
Macy 20:42
Hello David ?
Dave O’Gorman 20:42
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:43
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:43
Bear with me -- your character limit is really restrictive.
Macy 20:43
Yes dear no worries I will do my best to help you
Dave O’Gorman 20:43
I've tried typing my problem three times, shorter each time, and it keeps getting thrown out for being too long.
Dave O’Gorman 20:44
I received a $4 coupon for being a first-time user on Ali Express.
Dave O’Gorman 20:44
But when I tried to pay, the payment was disallowed for security reasons.
Macy 20:44
Its Okay dear
Dave O’Gorman 20:44
And when I clicked "My Appeal," it crashed my browser because of a "too many redirects" error
Dave O’Gorman 20:45
So now I've gotten that part to work, but I had to start over with the order -- and I lost my coupon
Macy 20:45
Okay dear I understand your comcern
Dave O’Gorman 20:46
So I'd like to get my $4 discount, but the problem is that I am already at the My Appeal page.
Macy 20:46
okay dear the $4 coupon is for new member and first come first serve
Macy 20:47
But if you cannot use the coupon you can negotiation to your seller about this discount you want
Dave O’Gorman 20:48
But I had the coupon -- it had been awarded to me -- and I didn't get to use it for technical reasons.
Macy 20:48
You mean you submitted the appeal about the coupon ? I am right ?
Dave O’Gorman 20:48
No
Macy 20:48
Okay dear
Dave O’Gorman 20:48
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:49
I don't even understand the word "appeal" in this context, but it's the company's language
Dave O’Gorman 20:49
My payment was disallowed "for security reasons," and I was instructed to click "My Appeal"
Macy 20:49
The coupon will be automatically applied once you place an order
Dave O’Gorman 20:50
Wait, what? Once I place an order? That's not what happened.
Dave O’Gorman 20:50
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:50
When I had to start over, re-filling the cart (because the browser had crashed), the coupon was gone.
Macy 20:50
Okay may Ia sk if you already place an order ?
Dave O’Gorman 20:50
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:50
I am trying to place an oder, but the payment was disallowed.
Dave O’Gorman 20:51
I then had to start over, trying to place the same order, when the AliExpress site caused my browser to crash
Dave O’Gorman 20:51
And now I've gotten as far as checkout, but the coupon isn't there anymore.
Macy 20:51
Okay dear What payment method are you using to pay an order ?
Dave O’Gorman 20:51
Credit
Dave O’Gorman 20:51
(Master card)
Macy 20:52
Okay dear MAy I know one of your order number please ?
Dave O’Gorman 20:53
What is an oder number, exactly?
Macy 20:54
The order number is the reference of the item you place and you but
Dave O’Gorman 20:54
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:55
I still don't understand, you mean I should go back to the AliExpress main page and search for one of the two items in my cart?
Dave O’Gorman 20:55
I can do that
Dave O’Gorman 20:56
Is that right?
Macy 20:56
Okay dear did you already place an order ?
Dave O’Gorman 20:57
I am trying to place my first oder.
Dave O’Gorman 20:57
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:58
The first time, when my payment was disallowed, I clicked "My Appeal" and it crashed my browser
Macy 20:58
Okay dear just try it and let see what will happened
Dave O’Gorman 20:58
What?
Dave O’Gorman 20:58
I don't think we're communicating.
Dave O’Gorman 20:58
Can we start over?
Dave O’Gorman 20:58
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 20:59
This is really frustrating because I can only type a few words at a time or I exceed the character limit
Macy 20:59
Can you clarify dear ?
Dave O’Gorman 20:59
Okay. Can I ask you to wait until I type "THE END" before you respond?
Dave O’Gorman 20:59
I'm not intending that to be rude, but this will take several lines of text
Macy 20:59
okay dear yes.
Dave O’Gorman 21:00
This evening, as a first-time user of Ali Express, I filled up a cart, and proceeded to checkout.
Dave O’Gorman 21:00
When I filled in my credit card information and hit the pay now button, I got an error message
Dave O’Gorman 21:00
The message said, "For security reasons we cannot continue"
Dave O’Gorman 21:00
Please click "My Appeal" so that we can verify....
Dave O’Gorman 21:00
So I did. I clicked "My Appeal."
Macy 21:01
I'm listening
Dave O’Gorman 21:01
The result of which is that my browser crashed.
Dave O’Gorman 21:01
The error message was, "Too many redirects."
Dave O’Gorman 21:01
As a result of this, I had to start over with the same order.
Dave O’Gorman 21:01
I had to go all the way back to the main page, and search for the two items from the beginning.
Dave O’Gorman 21:02
I found them both again, and proceeded to checkout.
Dave O’Gorman 21:02
When I entered the credit card information, and clicked pay now, I again got the message
Macy 21:02
okay
Dave O’Gorman 21:02
saying that my payment had been disallowed "for security reasons"
Dave O’Gorman 21:03
This time, when I clicked "My Appeal," my browser didn't crash.
Dave O’Gorman 21:03
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:03
This time it took me to a page where I can upload a photograph of my passport, and a letter from my Mom, and a pint of blood
Macy 21:03
okay
Dave O’Gorman 21:03
But the order itself is still pending
Dave O’Gorman 21:04
There is no previous order
Dave O’Gorman 21:04
and there is no "try it and see what happens"
Dave O’Gorman 21:04
I'm on a page where I'm supposed to take photos of all kinds of sensitive information, before I can proceed
Macy 21:05
Okay
Dave O’Gorman 21:05
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:05
And when I filled the cart up from the beginning, the second time, I didn't get my $4 coupon for being a first-time user
Dave O’Gorman 21:05
Even though I never got to use it the first time
Dave O’Gorman 21:06
So I'm asking if it's too late, because the second attempt to place the order is pending, to get the $4 discount
Dave O’Gorman 21:06
THE END
Dave O’Gorman 21:07
:-)
Macy 21:07
Okay I understand
Macy 21:08
As i understand that you want to use your coupon to get the discount
Dave O’Gorman 21:08
The $4 first-time user discount, yes
Dave O’Gorman 21:09
If possible
Macy 21:09
did you try to use it to place an order ?
Dave O’Gorman 21:10
I don't think we're communicating. I'm not sure why.
Dave O’Gorman 21:11
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:11
I applied the coupon on the first attempt to place the order this evening
Dave O’Gorman 21:11
The first one that the payment was disallowed for security reasons
Macy 21:11
Okay dear I understand
Dave O’Gorman 21:11
The one that crashed my browser when I clicked My Appeal
Dave O’Gorman 21:12
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:12
And then, when I had to start over because my browser had crashed, the coupon didn't appear at the bottom of the checkout page
Macy 21:12
Yes I understand you can get the new user coupon so that you can use the coupon again
Dave O’Gorman 21:13
Okay, how do I proceed
Macy 21:13
Okay dear please wait will send to you
Dave O’Gorman 21:14
okay
Macy 21:14
PLease hold on dear
Dave O’Gorman 21:14
Okay
Macy 21:15
Thank you dear
Dave O’Gorman 21:16
standing by
Dave O’Gorman 21:16
(no hurry -- I just don't want to get disconnected)
Macy 21:16
yes dear
Macy 21:16
https://sale.aliexpress.com/__pc/(redacted)
Macy 21:16
Go to this link dear
Dave O’Gorman 21:17
Okay, but the problem is that the order is already pending
Dave O’Gorman 21:17
Can I use that link for a subsequent order?
Dave O’Gorman 21:17
Or would I have to start over again?
Dave O’Gorman 21:17
With this order?
Macy 21:18
You may cancel the pending and place it again so that your order will be proceed
Dave O’Gorman 21:18
Okay -- I guess that's the best we can do.
Macy 21:18
Yes Thank you for understanding
Dave O’Gorman 21:18
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:18
May I ask how common it is to be required to take photographs of one's passport and credit card and bank statement?
Dave O’Gorman 21:19
I feel as though I've been pretty significantly inconvenienced by this. Which isn't your fault, but that's how I feel.
Dave O’Gorman 21:19
And the appeal page says it could take three business days, which means delayed shipping
Macy 21:19
Is that on your appeal dear ?
Dave O’Gorman 21:19
Yes
Dave O’Gorman 21:20
Would you like to see a screen capture?
Macy 21:20
Yes please
Dave O’Gorman 21:20
Okay, stand by
Macy 21:21
Okay dear :)
Macy 21:21
I'll wait for you
Dave O’Gorman 21:21
Dave O’Gorman 21:22
Oh, and I see there's an oder number at the top -- can we apply the $4 discount if we know the order number? :-)
Macy 21:23
No dear there's no option for that
Dave O’Gorman 21:23
Okay
Dave O’Gorman 21:23
But you can see the screen capture, yes?
Macy 21:23
Yes i see it
Macy 21:23
And to clarify is about to your appeal ? right ?
Dave O’Gorman 21:24
Yes, although I still don't understand the company's use of the word "appeal" in this context
Dave O’Gorman 21:25
I'm being disallowed from using my credit card to buy things on the company's website.
Macy 21:25
Okay
Macy 21:25
For further explanation and resolution regarding on your concern, I need to to connect you to our Financial Department as they have the right tools and expertise on handling payments and refunds issue on the site.
Our service consultant is now with you.
Dave O’Gorman 21:25
There’s no real point in doing that, I don’t think.
Freya 21:25
Hello,I am a service consultant Freya
Freya 21:26
Hi! You have been transferred to Payment and Refund Department. My name is Freya .
Dave O’Gorman 21:26
Okay, hello.
Freya 21:26
Hi there dear customer!
Dave O’Gorman 21:26
Thanks. I'm not sure you can help me, really
Dave O’Gorman 21:26
I think I was transfered to you by reflex
Freya 21:27
Don't worry, I will do what I can to help you with this matter today!
Freya 21:27
Your problem is regarding appeal, correct?
Dave O’Gorman 21:27
I'm a first time user of AliExpress, and I can't get the company to accept a payment
Dave O’Gorman 21:27
I don't understand the company's use of the word "appeal" in this context -- makes me seem the party in the wrong
Freya 21:27
Okay I understand.
Dave O’Gorman 21:28
I would like to be able to complete my checkout, but if I can't it's not the end of my world. :-)
Freya 21:28
This error means that the system was not able to verify the payment you are making.
Dave O’Gorman 21:29
Yes
Freya 21:29
Have you already tried submitting the appeal, so the system can verify the card you are using so can pay your orders successfully once verified.
Dave O’Gorman 21:29
No -- this all just happened.
Dave O’Gorman 21:29
This is why I said that I didn't think you could help me.
Freya 21:29
If system detects that there may be any kind of risk during the transaction, you will not be able to pay the order to ensure the safety of your money.
Freya 21:29
In this kind of scenarios, the best option will be submitting an appeal, so you won’t have this inconvenience again.
Dave O’Gorman 21:30
There's something you should know, I think.
Freya 21:30
May I know what is it?
Dave O’Gorman 21:30
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:30
The first time I tried to checkout, the payment was disallowed "for security reasons," and I clicked My Appeal
Dave O’Gorman 21:30
(as instructed)
Freya 21:31
Yes that is the appeal I am referring.
Dave O’Gorman 21:31
...And it crashed my browser. I got an error message saying "Too many redirects."
Dave O’Gorman 21:31
It happened three times, and then the computer hung up completely and I had to reboot.
Dave O’Gorman 21:31
So then I had to start all over again with the order, filling an empty cart from the beginning.
Dave O’Gorman 21:32
And in the process I lost a $4 first-time user discount
Freya 21:32
I apologize for the inconvenience that caused you.
Freya 21:32
I am very sorry to hear that.
Dave O’Gorman 21:32
I thought you would want to know that the "My Appeal" link has a problem
Freya 21:33
Does it go to system busy after clicking the link?
Dave O’Gorman 21:33
I don't know what "go to system busy" means -- would you like to see a screen shot?
Freya 21:33
Please do, that will be helpful.
Dave O’Gorman 21:34
Freya 21:34
Can you please try to copy and paste this link https://irescenter.alipay.com/appeal/appealList.htm in your browser.
Dave O’Gorman 21:35
I can, yes, but before I do, you should know that on the second attempt I was able to get to the appeal page
Dave O’Gorman 21:35
(Without my $4 discount)
Freya 21:35
Yes I have seen the screenshot you provided a while ago
Freya 21:36
Okay I understand.
Dave O’Gorman 21:36
Okay, I pasted that link in the browser. It shows two copies of each of the two items I was trying to buy.
Dave O’Gorman 21:37
The order number is the same on all four lines
Dave O’Gorman 21:37
Would you like a screen capture of that?
Freya 21:37
Yes please.
Dave O’Gorman 21:38
Freya 21:38
Thank you very much for that screenshot.
Dave O’Gorman 21:38
Okay
Freya 21:39
Would you like to submit the appeal so you can make payments?
Freya 21:39
I can provide you some tips for the documents they needed for the appeal.
Dave O’Gorman 21:39
I think I already got those tips from a prior associate.
Dave O’Gorman 21:40
But there is no bank statement to photograph
Freya 21:40
Oh okay I got it.
Dave O’Gorman 21:40
Both because I don't use paper statements, and because this is my first time trying to use AliExpress
Freya 21:40
Okay as for that, sincde you have said that it is your first time to purchase.
Dave O’Gorman 21:40
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:40
Do I use that page, the one with the upload options, or do I click the red "Want to Appeal" button on the other page?
Freya 21:41
Kindly just leave a message in the message box regarding that, and you have no payment made yet.
Dave O’Gorman 21:41
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:41
The message should be that there is no bank statement for the reasons stated above
Dave O’Gorman 21:41
Are you suggesting that I take the photographs and upload them now, while we are connected?
Freya 21:42
Yes it is correct, that this will be your first purchase in AliExpress.
Dave O’Gorman 21:43
Do you want me to do that now, while we are connected?
Dave O’Gorman 21:43
Will that expedite things at all?
Freya 21:43
Yes if you will be able to submit one now.
Dave O’Gorman 21:43
Stand by
Freya 21:43
Yes I can request for your appeal to be expedited for you. :)
Freya 21:43
Okay I will, please take your time.
Dave O’Gorman 21:44
Looking for my phone....
Dave O’Gorman 21:45
Connecting the phone to the laptop....
Dave O’Gorman 21:46
...Copying the photos from the phone....
Freya 21:46
Okay that will be great!
Dave O’Gorman 21:46
...Stand by....
Freya 21:47
I will, no worries. ;)
Dave O’Gorman 21:47
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:47
The upload button is greyed -- I can't click it. Presumably because there is no bank statement?
Freya 21:48
Kindly just submit a copy of the bank statement showing the bank logo and bank name as well the first 6 and last 4 digits of the card number.
Dave O’Gorman 21:48
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:48
I don't have a bank statement because I do all my banking on-line.
Dave O’Gorman 21:48
Doesn't everyone?
Dave O’Gorman 21:49
I can log in to my bank's online banking page, and take a screen capture
Freya 21:49
Oh that will do, as long as the bank name is showing.
Dave O’Gorman 21:50
Okay, stand by
Freya 21:50
I will, than kyou.
Dave O’Gorman 21:51
Stand by...
Freya 21:52
I will. :)
Dave O’Gorman 21:52
I'm just writing that from time to time to prevent disconnection
Dave O’Gorman 21:53
Stand by
Freya 21:53
Yes, and thanks for that. So we can keep the chat active.
Dave O’Gorman 21:54
Okay, my online banking center doesn't display the full credit card number -- stand by
Dave O’Gorman 21:55
Okay, I got a .pdf of a previous statement for the credit card -- stand by
Freya 21:55
Oh kindly try to use a different file.
Freya 21:55
You will not be able to submit if it is pdf.
Dave O’Gorman 21:55
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 21:56
I can take a screen capture, but I'm trying to figure out how to get....
Dave O’Gorman 21:56
...the bank logo and the credit card number on the screen at the same time
Dave O’Gorman 21:58
Okay, submitted....
Freya 21:58
Perfect! let me check it here in the system.
Dave O’Gorman 21:59
The submit button turned red but nothing else has happened so far.
Freya 22:00
So it was not submitted yet?
Dave O’Gorman 22:00
It says "Error: The system is busy, Please try again later."
Freya 22:01
Oh, okay. In that case you can send the documents to security@aliexpress.com
Freya 22:01
Please note that the email topic should be "Verification for Your Order on Aliexpress"
Dave O’Gorman 22:02
Wait -- I'm sending a photgraph of my passport, and a photograph of a credit card, via email?
Freya 22:02
Yes, that is the email of our verification team.
Dave O’Gorman 22:02
I'm not sure that email is a secure enough platform to feel comfortable doing that.
Dave O’Gorman 22:03
Stand by
Freya 22:03
Did the previous representative told you that you can cover some information in the documents?
Dave O’Gorman 22:04
No
Freya 22:04
On the picture of ID, the name should be shown.
Dave O’Gorman 22:04
Okay
Dave O’Gorman 22:04
And on the credit card
Freya 22:05
On the picture of cards and bank statement, the following information should be shown: bank logo, bank name, the first six and last four card number.
Freya 22:05
Only the first 6 and last 4 is needed in the card.
Dave O’Gorman 22:05
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:05
That's going to take way too much time, I think
Dave O’Gorman 22:05
Not in general, of course, but too much time to carry out while we're connected
Freya 22:06
Yes but by covering it, you will be much more secured.
Dave O’Gorman 22:06
This is ehxausting
Dave O’Gorman 22:06
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:07
Do I have other options, aside from canceling Christmas for my kids?
Dave O’Gorman 22:07
If I tried to pay via Western Union, would the same thing happen?
Freya 22:07
Another possible solution would be using another card or different payment method so you won't have this kind of inconvenience again.
Dave O’Gorman 22:07
I tried another card -- the same thing happened
Freya 22:07
Oh paying using Western Union or Bank Transfer does not go to security system check like for the cards.
Dave O’Gorman 22:07
It's because I'm a US citizen living in Cambodia
Dave O’Gorman 22:08
Do you know the fee structures in those two cases?
Freya 22:08
As for the order, there will no extra fee, but for transferring the money the bank or western union does have a charge.
Dave O’Gorman 22:09
I appreciate that you are trying to help, but this has been *extremely* upsetting.
Dave O’Gorman 22:10
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:10
I just don't know how else to put it. We're two hours into this, and now I'm taking another photograph of my passport
Dave O’Gorman 22:10
and my credit card
Freya 22:10
If there is any inconvenience caused by this program, please accept our sincere apology.
Dave O’Gorman 22:10
And the "appeal" (I still find that word offensive) hasn't even started yet
Dave O’Gorman 22:11
And that's something you need to document: It's not okay to call this process an "appeal"
Dave O’Gorman 22:11
I am not trying to do anything wrong
Dave O’Gorman 22:11
It has the tone of, "If you do these things, *maybe* we will let you give us your money."
Dave O’Gorman 22:11
We'll think about it
Freya 22:11
I understand how upset you are right now.
Dave O’Gorman 22:11
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:12
Are you able to tell me what the fees are, if I pay by western union or by bank transfer?
Freya 22:13
As for the exact fee, we do not have the information as to how much they will charge.
Dave O’Gorman 22:14
I guess I'm taking another photograph of my passport, then
Dave O’Gorman 22:14
And another photograph of my credit card
Dave O’Gorman 22:14
And then emailing them to someone
Dave O’Gorman 22:14
And then, I guess, I'm waiting to find out whether I'll be allowed to spend money with this company
Dave O’Gorman 22:14
And then, when I get the news that I am allowed to spend money with this company,
Freya 22:14
I can assure you that this documents that you will submit is safe and secured.
Dave O’Gorman 22:14
I guess I'll be starting all over again with the order for a third time, when this is all settled
Dave O’Gorman 22:15
It's not secure between my end and yours -- email is never secure in transit
Freya 22:15
Once you submitted it via email, just provide us with the screenshot of the email and we will expedite it for you.
Freya 22:16
Please note that the subject title is "Verification for Your Order on Aliexpress"
Dave O’Gorman 22:16
which numbers on the credit card, again? First six and last four?
Freya 22:16
Yes only the first 6 and last 4.
Dave O’Gorman 22:17
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:17
Okay, I'm trying to figure out how to cover up my birthday and my passport number in the photograph
Freya 22:18
If you already uploaded it in the pc, you can edit it by using paint and cover those information.
Dave O’Gorman 22:18
True
Dave O’Gorman 22:18
Good thinking
Freya 22:19
Thank you for your very kind understanding.
Dave O’Gorman 22:19
Stand by....
Freya 22:20
I will, thank you.
Dave O’Gorman 22:21
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:21
Okay, so I'm emailing the credit card photo with the redacted number and the passport photo with the redacted info
Dave O’Gorman 22:21
just remind me of the address and the subject line please
Dave O’Gorman 22:21
so I don't have to scroll up
Freya 22:21
The subject title is "Verification for Your Order on Aliexpress" and the address is security@aliexpress.com
Dave O’Gorman 22:22
Do you need the order number in the body of the email?
Freya 22:22
Yes you include the order numbers you have.
Dave O’Gorman 22:23
There's only one order number but there are two items
Dave O’Gorman 22:23
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:23
Listen, I need you to do me one really big favor when this is all over
Freya 22:24
Yes please tell me.
Dave O’Gorman 22:24
Can you *please* put in a trouble ticket about the character-limit on chats?
Dave O’Gorman 22:24
I'd be 50% less frustrated right now if I could communicate
Freya 22:24
Oh I understand, I will definetely do that.
Dave O’Gorman 22:24
I was trying, just now, to ask this question:
Dave O’Gorman 22:24
Do you also need me to note,
Dave O’Gorman 22:24
in the body of the email,
Dave O’Gorman 22:25
that the attached bank statement,
Dave O’Gorman 22:25
does not include a prior transaction,
Dave O’Gorman 22:25
with Ali Express,
Dave O’Gorman 22:25
because this is my first transaction?
Freya 22:25
Oh yes please do put it as well.
Dave O’Gorman 22:25
(That's a little bit sarcastic, the way I wrote it just now -- but would you have found it verbose?)
Dave O’Gorman 22:25
(As a single blurb of chat?)
Freya 22:26
Oh I do not, pelase do not worry.
Dave O’Gorman 22:27
Okay, stand by: I forgot to redact the bank statement
Freya 22:27
No worries, I will.
Freya 22:27
I do thank you for your very kind understanding and patience on this.
Dave O’Gorman 22:29
You should be in the next apartment right now before you describe it as patient. :-)
Dave O’Gorman 22:29
Those poor people. :-)
Freya 22:30
Sorry about that, I do not mean patient, but patience. :)
Dave O’Gorman 22:30
Okay, I sent the email.
Dave O’Gorman 22:30
Now you want a screen capture of the email, yes?
Freya 22:30
Thanks, yes please.
Freya 22:30
I will immediately send a request to expedite your appeal right now.
Dave O’Gorman 22:30
Stand by
Freya 22:31
I will.
Freya 20:20
Okay, I will send an order list pop-up to you.
Freya 20:20
To better solve your issue, kindly select your relevant order.
Please search for this order on the list and submit.
Freya 20:20
I had closed the order selector.
Dave O’Gorman 22:32
Dave O’Gorman 22:32
I don't know what that order-selector stuff was all about -- I gues I clicked the wrong icon
Dave O’Gorman 22:32
Did you get the screen capture?
Freya 22:32
Thank you so much for that, can you please provide me your AliExpress registered email?
Dave O’Gorman 22:33
Is that in reference to my screen capture?
Dave O’Gorman 22:33
The email I want to use for purchases through AliExpress, right?
Dave O’Gorman 22:34
Are we still connected?
Freya 22:34
Yes the email of your AliExpress account.
Freya 22:34
Yes I am connected.
Dave O’Gorman 22:34
cinemademocratica@gmail.com
Freya 22:35
Thank you so much.
Freya 22:35
Please do not worry, you can receive an email notification regarding the status of your appeal within 1 working day.
Dave O’Gorman 22:35
Is the email I'd like to use for AliExpress, and the address from which I sent the appeal documentation
Dave O’Gorman 22:35
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:35
Okay, but what happens to my oder? Do I have to start over filling it from the beginning?
Freya 22:35
Yes, once the appeal was verified you will be notified through that email you gave me.
Dave O’Gorman 22:36
Will that order be saved, somehow?
Freya 22:37
You will be able to pay this order that you have.
Freya 22:37
Yes that order is still in My Order page.
Dave O’Gorman 22:37
And I should find that out via email?
Freya 22:37
It will be in the awaiting for payment.
Dave O’Gorman 22:37
Okay
Dave O’Gorman 22:37
So we can both go to sleep now?
Freya 22:38
Yes, you will be able to sleep now, thank you so much and sorry for taking so much of your time for this.
Dave O’Gorman 22:38
I have one more question
Freya 22:38
Please do tell me.
Dave O’Gorman 22:38
CHARACTER LIMIT EXCEEDED: MESSAGE NOT SENT
Dave O’Gorman 22:38
You notice that I wrote "Verification of Your Order on AliExpress" in my subject line
Dave O’Gorman 22:38
It only occurs to me now that when you wrote "Your," you intended me to switch it to "My"
Dave O’Gorman 22:39
So that I should have written, "Verification of My Order on AliExpress"
Freya 22:39
Oh that is what our verification team told us if the appeal will be sent through email.
Dave O’Gorman 22:39
So it's correct the way I wrote it?
Freya 22:40
Yes, it is correct. :)
Dave O’Gorman 22:40
Okay. I will end the chat now. Good-night.
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