How to write to aliexpress support. How to write to the aliexpress support service Petition queue status

During the game, you may need to contact our support team. The support service works 24 hours a day, 7 days a week, without days off, breaks and holidays. There are Russian-speaking employees at the headquarters. Communication is carried out by text messages. Communication is also possible via e-mail.

You can submit an application through the form on the website:

Alternatively, you can simply send an email to [email protected] om directly from your email address.

To speed up the processing of your application, you need to submit it to the appropriate category.

Character stuck!

If for some reason you cannot continue the game (black screen when entering the game, your ship does not respond to commands, etc.), you should write a request in the category "Gameplay" > "Character stuck!" . These applications have the highest priority, and we will review them within a few minutes and help you solve your problem.

Please note that if you submit a submission in this category and your issue is not related to characters that are stuck, you will likely have to wait much longer than if you had originally submitted your submission to the correct category.

Account

Please read this article before submitting an application:

If you have not found the answer to your question, then you should create a request. If we are talking about a problem with any payment, then you need to indicate the payment number in the application (the payment number consists of 8 digits), and also describe what service you tried to pay for and what went wrong.

If we are talking about lost information to enter the game, then you need to create a request, if possible, indicating the following information:

Account name (username);
Full name provided during registration (your real name);
The email address that was used during registration. If you subsequently changed the address, it is worthwhile to indicate when the change was made and which address was used;
CD key used to create the account (if any);
The last 6 digits of the credit card with which the account was paid (if you paid for your account with a card).
If you have ever used subscription access keys ("ETC", "time codes"), then you should copy at least one of them into your application;
The address registered in the payment information (the real address assigned to your credit card);
Your date of birth provided during account registration;
Names of all characters assigned to this account;

Technical questions

If you're having technical issues with the game client or launcher, then this category is for you. Before submitting an application in this category, try to reset the cache files.

If the crash happens regularly and you can reproduce the bug, then you should attach the EVE launch log to your ticket:

1. Close the game client;
2. Open the launcher;
3. Open the launcher settings and check the box "Run clients with logging"
4. Run the game and reproduce the error;
5. In the logging tool window, select "File" > "Save As" and save the file;
6. Attach this file to your application.

For most technical issues, we may need a DxDiag file in order to check your computer's configuration:

1. Click "Start" - "Run". Enter dxdiag in the line and click OK. A new window will appear.
2. Click the "Save all information..." button.
3. When you save the file, attach it to your application.

If you're having problems with the launcher, you should check out this help center category. If all else fails, then you should file a ticket in this category, attaching the launcher crash log to it, which can be found in the \EVE\launcher\cache folder

Game process

If action has been taken against your account, you can always file an appeal. You can do this by creating an application in the category "Gameplay" > "Rules and Policies" > "Ban". Before submitting an application to this category, please read the terms of the user agreement:

And the procedures for blocking accounts:

If you believe your account has been mishandled, please submit a ticket to us with all of your account information (using the form above) and a description of the situation. Please note that we do not have the right to disclose account information to third parties. This means that if we can't verify that the player who sent us the request is the original owner of the account, we won't be able to help them.

If your character has been confiscated...

CCP Leeloo | Community Developer | @ccp_leeloo | [email protected]

It's been about a year since the support team posted the devblog and it's time for an update. This blog is all about support and does not include game content or release information. So let's talk about petitions.

Year Review

Before we talk about response time, status in the queue, and the direction of your feedback, we want to highlight a few things.

New petition system

Last June, we launched a new petition system, a much appreciated improvement to the old system we've been using since 2003. We've started playing around with a lot of new tools to help keep track of petitions, measure average time (more on that later), and various other things that allow GMs to find something of interest that helps you, the players.

The most obvious benefit to the players in the new system is the Help Center, which contains about 190 notes and has about 5k views per day. We love to interact with you directly, but I think you'll agree that it's better for the player to get a response without petitioning.

UCM summit of the tenth convocation

For the second year we are organizing a meeting with the UCM at their summit in Reykjavik. One of the main issues they raised is transparency about what is and what is not an exploit. Based on this, an article about known exploits was created. This is one of the most liked articles and we try to keep it up to date. We are looking forward to the 11th UCSM summit in September.

Player Submitted Art

Last March, the Operations and IT departments expanded their territory and installed a new wall between themselves and the helpdesk. The bittersweet moment of the last part of the wall left us feeling lost<3 отдел Операций), но в целом много и пустой стены для покрытия чем либо.

Despite our best efforts to decorate the wall, it was decided that a couple of cat memes weren't enough. That's why we asked you to create some pictures for this wall. You did a great job and the winning art was printed, after which it was proudly hung up for viewing by all GMs and visitors ( see above).

Petition Queue Status

In addition to the above, we must note that the past six months have had their difficulties, and to be honest, the support at this time was not entirely ideal. Twice in the past six months, mostly for reasons beyond our control, the petition queue has been so large that we have made the difficult decision to send out a mass mailing on most of the petitions in order for players to update their petitions while the issue persists. We managed to reduce the queue by 70% using this measure, but this is not the best support, which we admit. However, as written, our support level is high, our response time is short and we hope to continue like this.

In mid-July, we slightly changed mail routing, as a result of which player responses to petitions did not reach our support team. The new petitions did this, but any responses sent via mail did not, it affected 1701 players. We should have identified this problem earlier, but it eluded us. After that, we contacted the affected players, apologized and issued ship skins as compensation.

Queue structure

It might be a good idea to give a brief overview of what a help desk queue looks like before moving on. Players submit petitions that are filtered into different categories: payment, gameplay and technical assistance, these three main categories are also divided into many subsections. This does not mean that all petitions are placed in one big queue and processed on a first-come-first-served basis. We can't afford to have one big queue as our GMs work with different backgrounds and specializations. Also, some petitions are more time sensitive and should be resolved as quickly as possible.

All petitions are important to us, but we filter some into a queue that will receive responses from GMs in less than an hour - usually within 15 minutes. In this queue, we process the aforementioned time-sensitive petitions such as abusive behavior, harm petitions, stuck characters, and some others that can be quickly resolved on a click, such as mission issues.

We also try to process account-related petitions first. The reason for this is that a player who wants to return to the game and does not remember his data should receive it as quickly as possible, and not be waiting for several days, during which his desire to return may disappear or he will not have time for this great comeback.

Petition response time

One of the main points of contact with the players is the need to be more transparent about the waiting time for a response to a petition. We would like to be able to tell the player that they can expect a response in x hours, but this is simply not possible with the current mechanics of how our system works and because there are many factors that affect this time.

The first factor is the number of petitions. It should be easy to say that the more petitions, the longer the response. However, predicting the number of petitions is not an easy task. With our new system, we can only accurately determine how many petitions we receive on average per week. But in Eve, there is rarely such a thing as an average of a week. The graph below shows daily petitions from July 2015 to July 2016. As you can see, there are frequent peaks that interfere with predicting response times.

Some bursts come from updates, and we can count them because they are planned, and some come from the void. The two largest peaks in the last year came when we weren't expecting to receive an increased number of petitions. For example, the problem with a black screen during login was completely unexpected.

The approach we're aiming for is that players will receive a response within 36 hours of a petition being sent. To achieve this, we remove the need to provide accurate response times.

Below you can see the average wait time for the first response to a petition in July 2016. A response of 0 to 1 hour usually applies to those petitions mentioned above, time sensitive or easy to respond. Receiving an average response time of 36 hours is difficult to achieve and will not happen instantly, but we feel it is achievable and that this is the level of support you deserve.

Hire more GMs!

When we talk about response time, we always get the question - why can't we just hire more GMs when the response time is too high. Eve is a beautiful, vast and complex game for both players and GMs. It takes some time to find a GM for each required position. This is especially true for non-English speaking support. Things get even more complicated when a new worker needs to be transported to the barren and volcanic land in the middle of the North Atlantic, also better known as Iceland.

In other games, a new GM can be trained in a few weeks, in Eve it takes half a year to fully prepare for work with any degree of independence. This means that with a sudden spike, we can't just hire a dozen new GMs. Hiring hundreds of GMs is just as impossible - we are a commercial enterprise and we have to keep up the staffing levels to provide decent support while still being cost effective.

In doing so, we have expanded our team both in Iceland and abroad. At the time of writing this blog, we expect a couple of new GMs next week.

Account security (accsharing and hacks)

If you've been visiting reddit in the past six months, you may have seen threads dedicated to petitions to those responsible for security. It is worth clarifying this point in order to understand these cases and the reasons for their so long resolution.

Cases related to account security are perhaps the most complex and should therefore be handled by the most competent GMs with years of experience. These cases often involve laundering of claims and assets by other players, as well as RMTs, using all sorts of tricks that need to be tracked in order to take action to return damages or punitive measures against participants. During the investigation, the GM may discover more hacked accounts, each of which must be investigated. This further complicates the situation and requires more time to make a decision.

Since the introduction of experience jars, we have seen an increased number of cases of RMT. This increase has led our security department, GMs, and the software team to collaborate on creating specific tools to identify and resolve these cases. It took time to research, create and implement these tools, but they have had a huge impact on the speed of petition processing since then. Unfortunately, delays in development have resulted in a long wait for responses to player petitions with hacks - delays that we have not been able to clearly explain to players. To those affected, we offer our sincere apologies and hope that they have received additional game time as compensation for the delay and lack of communication.

We plan to do better in the future, but should encourage players to use two-factor authentication and ask them to refrain from accsharing or funding RMTs. Purchase plexes or other services directly from the CCP or other authorized sellers.

Future improvements

We mentioned earlier that we want to reduce the response time to 36 hours. We have several support changes coming up over the next few months, some of which will be visible to players and some of which will be for internal use only.

Most of the improvements to provide better support are already in place. But there are some things you can do to help us.

Provide all the basic information that you think is useful to the GM. We regularly receive petitions for ship compensation from players. But they do not include the name of the character who lost the ship or the name of that ship. This means that the GM needs to request this information instead of directly investigating the cause of this loss, which leads to further delays.
Do not send duplicate petitions. We understand that if you don't get a response, then come up with a logical solution to requesting that response, sometimes by submitting a new petition. Sending this affects the response time for both your main petition and petitions from other players. We ask that you submit only one petition.
If you have a problem that affects several members of a corporation or alliance, then choose a representative (preferably a director or CEO) to contact on behalf of the affected players, and do not send a petition from each. As a general rule, we have to contact the director or CEO to make decisions about corporation or alliance matters anyway, so one person is enough.
Bumping a petition does not improve response time. We want to celebrate this because players regularly send additional posts to their petition with the intention of bumping it to the front of the queue. This does not affect the place in the queue.

Finally, on behalf of every GM in the department, we'd like to thank the players for making the game that it is today. We look forward to talking to you through petitions or face-to-face fanfest and private player meetups.

Good luck
GM Ender
Support Director

Translation © makstomaks

Those. As a rule, they start looking for Aliexpress support in the case when some kind of trouble has already come. And they usually don't find it right away. Often they begin to say that there is no feedback on the aliexpress website, or something like that.

But in fact, everything is completely different.

The technical service works online (online chat) and answers instantly, or rather, a very smart robot answers. Who knows the answer to all the questions that are popular in the aliexpress online store.

How to contact a live operator, AliExpress Support Services?

To contact a live operator, at the end of this article, click on the blue button - Support Service.
And write 2-3 times - Hello(with such errors)

And select:

And press -

A blue button will appear immediately - Go to chat

And a live operator of the Aliexpress Support Service will immediately connect to you!

1. Before you can start chatting and asking questions - you need to log in.

2. The maximum number of characters in one message is 500 characters!

3. In order to attach a screenshot to a message, you need to wait for the operator to connect to your message. After that, in the lower left corner you can see a small icon for attaching the desired screenshot.

Interesting: Due to the large influx in honor of the Sale on 11/11/2018 on aliexpress. Live operators were "hidden" a little further from us!

If necessary, a support worker will go to your dispute and review all of your evidence. Even to the point of viewing your attached video recordings. After everything examined and seen, he will immediately write you an answer - what you need to do or redo.

We contact a live aliexpress operator, in January 2019

Ways to communicate with a live operator on aliexpress, unfortunately, are constantly changing. Therefore, I will add new options in this article.

An additional way to connect a live aliexpress operator

You have to write like this:

1. Hello

2. information

Important: Word - information, must be written with small letters "information"

And immediately a button will appear - Go to chat.

When you click on which, a live operator will connect to our conversation. To whom we can tell about our problem and not only ...

How to contact a live aliexpress operator, in March 2019 (9 years of Aliexpress)

In order to contact a live operator of the aliexpress website support service. First of all, we need to write to Eve:

1. Hello

2. When I get my money

And press - Go to chat!

And in general, that's all!

Here in this way, not a tricky way at the moment, you can contact a live operator and solve your problem with an order on the aliexpress website

How to contact in online chat, with a live operator of the aliexpress support service. In August 2019!

The principle of communication with a living person in the aliexpress online chat has changed a little.
Now, in order to contact a live aliexpress support operator, we need to follow this step-by-step instruction, with screenshots.

To communicate with a live operator, in the aliexpress online chat, we need to, at the beginning, go through the blue button - " Support at the end of this article, then:

1. Login to your account/ profile (under your username and password)

(If your account is blocked, then watch the video clip - in this manual)

2. Let's write: Hello

After that, you can try to write to the chat - livechat_link. And a button should appear to connect a live operator to the aliexpress chat. If it does not appear, we continue to enter into the chat: livechat_link, until the button for communication appears.
Or move on to the next one...

3. Next, write in the chat: When will I receive my money?
And we immediately, aliexpress - offers to choose a problematic order.
Select the problematic aliexpress order and click - Send (Or with the status - Completed, as in the screenshot)

To get the status Completed. On any product, you must first click the Buy button - but do not pay. And after that, in My orders - cancel this order. And this order will be assigned the status - Completed)

(Even if the topic is not related to the order, it doesn’t matter - select some order. It doesn’t matter!)

And now Aliexpress offers us - go to! Go to the online chat, namely with the live operator of the aliexpress site.

An interesting point, at this stage: If after clicking: No, I have not received my order - the button does not appear: Go to chat. And it is proposed to choose some other answer options - this means that everything must be done from the first point. Until aliexpress offers Go to online chat with a live support operator.

You can see in more detail and clearly in our video instructions on how to contact a live aliexpress support operator, after sale!

And also about how to write to the aliexpress support service if your account is blocked and the profile is unavailable.

Live Chat - AliExpress Support

Working hours: 7:00 - 1:00 (Moscow time)

Reported by GM Panzer :
Dear players!

Our Customer Support, like the rest of the CCP company, is currently solving a wide variety of problems related to the installation of the EVE-Online Apocrypha update (fixing bugs and processing features with a file without days off and lunch breaks). We thank you for your patience, and we also want to discuss something with you.

There is no point in denying that the number of petitions has been snowballing since the release of Apocrypha, and this has been going on for several days now. Unfortunately, we simply don't have time to process all petitions as quickly as before, but the inevitable delay will vary for different categories of petitions. The "Stuck", "Billing" and "Technical" categories will continue to have the highest priority, and we are doing our best to process such petitions quickly and efficiently. You too can help us by following these instructions:

Please always submit petitions in the appropriate categories.. There is no point in submitting a petition to a category with a higher priority if the problem described in the petition does not belong to this category. In this case, we will simply have to spend extra time moving your petition to the appropriate section.
Please do not submit multiple petitions on the same issue to different categories at once.. And if you have already done so, then take the time to cancel all unnecessary petitions except for one that will remain in the correct category. The benefits of a bunch of identical petitions are very doubtful, but the harm is obvious: extra work and additional burden on our employees.
Please cancel all pending petitions regarding issues that have already been resolved.. Many bugs have already been fixed with hotfixes, and canceling all petitions that have lost their relevance would only benefit everyone.

There is no separate version of the "Premium Lite" EVE client, so you can't download it!!!

No, no and NO! And don't even ask! We will not give you a link to download the Premium Lite client! Premium Lite is not a standalone version of the EVE client, but just a working term to describe a number of Premium client settings. To get Premium Lite, you need to download the Premium client, go to the ESC menu, click the "Optimize Settings" button and select "Optimize for Performance" from the menu that appears. And if you yourself set up something else there, you will get Premium Midi. It's not an official name - it just sounds cool.

Information on Apocrypha:

If you want to learn more about all the features of Apocrypha, then we recommend that you check out the selection of pages from EVELOPEDIA that we have prepared for you:

Wormholes.

Gamers not only in matters of gameplay, but also in situations related to psychological well-being.

The volunteer organization is called Broadcast 4 Reps (B4R). Unlike other groups and clans, this team offers both beginners and experienced players help in everything related to the multiplayer space simulator.

The group was formed by a player named Coffee Rocks in 2014. The purpose of Broadcast 4 Reps is to create a favorable and friendly atmosphere for all participants in the game. Members of the organization communicate in the in-game chat, as well as in Discord.

In 2015, EVE Online publisher CCP Games partnered with B4R and released a motivational video with messages from developers and community members.

The name Broadcast 4 Reps comes from the term "broadcast for reps" common in the EVE Online community. This slogan is thrown by all players who are in trouble or under enemy fire. Other pilots, seeing the call, usually go to the aid of a ship in distress.

However, B4R provides assistance not only to players whose ship has broken down, but to absolutely all users who need any kind of support. Sometimes the Broadcast 4 Reps group is approached simply by desperate gamers who need someone to talk to. Community members, in turn, try to help the player with advice or just keep the conversation going.

However, B4R does not claim to be a professional mental health service and always advises people to seek professional support. The group's Reddit page even has mental health hotlines with phone numbers.

The EVE Online community is famous not only for and but also for its solidarity. So, in November, one of the players fell into a deep depression after being kicked out of the clan. During one of the streams, he is about to commit suicide and will do it during the broadcast on Twitch.

User Cannonman58102, who was in the same alliance, published a post on Reddit in which he spoke about a desperate gamer. During the ill-fated broadcast, more than 350 viewers joined the player’s Twitch channel, who began to dissuade him from suicide and supported him in every possible way.

During the stream, viewers saw the player taking what appeared to be pills. By that time, information about the broadcast had already reached the Broadcast 4 Reps channels. From there, a member of the Interstellar Services Department volunteer group contacted CCP Games staff.

The developers promptly submitted to Interpol all the information about the streamer. As a result, it turned out that the player who was about to commit suicide was a 28-year-old resident of Poland. The police managed to save the young man. The management of the Twitch site also participated in the "operation".