Fix Failed Orders Due to AliExpress Phone Number Regulations

Support:

AliExpress has different phone number format requirements for different countries. You need to make sure the phone number format is correct when placing orders; otherwise, the order will fail. If you have failed orders that do not meet the format requirements, check below to learn how to fix them and avoid them in the future.

How to fix failed orders in DSers

In case you have failed orders with phone number issues, you can fix them in DSers with the easy steps below.

Login to DSers >Open Orders.
Access the AliExpress page.
Click the Failed orders tab.
Click Customer Detail on the Order Card of the order for which you want to edit the phone number.
In the "Tel:" box, enter the customer's phone number.
Click SAVE.
Click ORDER to place the order again.

How to avoid failed orders in the future

Option 1: Ask your customers to provide phone numbers at checkout (Shopify)

If you'd like your customers to provide phone numbers at checkout, you can update the setting in your Shopify store:

Log in to Shopify and go to Settings → Checkout.
Scroll to the Customer information section.
Under Shipping address phone number, select Required.
Click Save.

Once enabled, your customers will be asked to provide their phone numbers when they check out in your store.

Option 2: Set a default phone number in DSers

If you have not collected your customers' phone numbers, or you'd like to use your own phone number instead of your customers', you can go to the Phone Number Optimization feature in DSers - Settings - Order Settings to set a default phone number. For more details, check this article: [Set Default and Override Phone Numbers for Orders].

If you want to learn order failure reasons, check here for more details.