AliExpress upgrades U.S. customer experience
An international online marketplace owned by Chinese retail giant Alibaba Group is targeting U.S. shoppers.
AliExpress is updating its platform in an effort to enhance the customer experience in the U.S. market, focusing on improvements including faster shipping times, new delivery guarantees, and an updated mobile app for simpler browsing on its catalog.
The e-tailer, which launched its “Choice” premium service offering enhanced fulfillment on a curated selection of products last year, says its monthly average visits in the U.S. rose 290% year-over-year to 24.2 million in 2023.
Now, AliExpress is focusing efforts on providing U.S. customers with a better shopping experience, including:
- Shipping times are now faster for U.S. customers of AliExpress, with delivery targets of five calendar days for all Choice orders, and eight to 14 calendar days for non-Choice marketplace orders.
- If an order is not delivered by the estimated delivery date, buyers can collect a $1 coupon for a future purchase.
- If an item is not delivered within 30 days after shipment, arrives damaged, or is lost, consumers can apply for a refund.
- Customers can initiate a free return on eligible items within 90 days after payment, and the first return on each parent order is always free.
- The revamped AliExpress mobile app is designed to offer a more user-friendly, convenient, and personalized experience. Features include an updated search tool and sorting by relevant, localized, and time-sensitive product categories.
"From faster shipping and free returns, to a revamped mobile app, we're celebrating our 14th anniversary by making shopping on AliExpress faster, easier, and more rewarding," said Chris Carl, head of marketing, AliExpress U.S. "We're inviting our customers to join in on the celebration with some of our biggest discounts of the year on products from everyday necessities to the fun and fashionable."
Through Wednesday, March 27, 2024, AliExpress is celebrating its 14th anniversary by offering products up to 70% off across categories including fashion, electronics, home and beauty.
Other U.S.-focused activities AliExpress has participated in include supporting delivery services within a committed timeframe and late-delivery compensation in various markets for a 2022 livestream shopping collaboration between premium mall owner Simon and Shop Premium Outlets and its parent company Alibaba.
Launched in 2010, AliExpress is a business-to-consumer e-commerce platform enabling global consumers to buy directly from manufacturers and distributors in China and around the world. In addition to the global English-language version, the AliExpress platform is also available in 17 other languages. AliExpress is part of Alibaba International Digital Commerce Group.