If you’re dissatisfied with the quality of the product that has been purchased on AliExpress, you can always open a dispute in order to get a refund. Thanks to the platform’s Buyer Protection, a client receives compensation, either in full or in part, in the following cases:
- the item hasn’t been received by the end of the delivery period;
- the item’s quality doesn’t match the seller’s description.
It matters! There is a time limit for opening a dispute on AliExpress. Make sure to check the deadline on the page including the information on your order. If you still haven’t received the parcel by the time the Purchase Protection period is coming to an end, just extend it. You can find the corresponding link on the View Detail page of the order.
What to Do if You’ve Encountered an Unreliable Seller?
If you’re not satisfied with the purchase, you should contact the seller directly. At this, provide a detailed description of the problem and suggest possible solutions. Although AliExpress is a Chinese website, you can communicate with most sellers on the platform in English.
If the seller is ready to give you a refund, pay attention to their proposal and carefully check all the details. An unreliable seller may try to trick you by changing the refund amount to $0, and that’s just one of many possible examples. In order not to lose your money for nothing, double-check everything before accepting any proposals.
If you can’t find common ground with the seller, proceed to the next stage – opening a dispute.
How to Open a Dispute on AliExpress
Remember: You can open a dispute until you’ve confirmed receipt of the product.
Left-click on the Open Dispute button and fill the form. It shouldn’t take much time.
If it’s the quality of the product you’re dissatisfied with, you should include a video or photo as proof; all attached materials should highlight the item’s drawbacks. The more clearly you demonstrate the problem, the sooner you will receive a refund.
If the delivery time has expired and you still have not received your purchase, then the proof is not required. Just select “No” when asked, “Did you receive your order?”
Click here to read more.
How Does the Dispute Process Work?
You can find all related information on the Refund&Disputes tab of the My Orders page.
To check the information and the status, visit the dispute’s details page.
The status of a dispute in progress is: “Awaiting the seller’s dispute approval”. The seller has 5 days to respond. They have to accept your request or propose another decision.
Possible variants:
- The seller accepts your request or does not respond within 5 days. You get a refund and the dispute is closed.
- The seller does not accept your request but offers another solution. The status of the dispute changes to “Awaiting your acceptance of the seller’s solution” If you’re happy with the new conditions and have clarified all the details with the seller, then you can accept their offer using the Accept button.
Going Over the Details
If you want to return the item, don’t forget to check if the seller is ready to pay for delivering it back. There is a possibility that they expect you to cover all corresponding expenses.
If you disagree with the seller and cannot find a way to prevent the dispute from escalating, then proceed to the next stage – escalating the dispute. After this, AliExpress experts will examine the case and hand down a decision based on the evidence provided.
The dispute is escalated automatically in the following cases:
- no agreement has been reached within 15 days;
- the buyer notes that the product has not been received and the delivery time has expired.
Escalating the Dispute
After escalating the dispute, you can see the following status: “Escalated disputes”. From this point on, there is nothing to do but wait for the experts’ decision. AliExpress reviews a claim from 15 to 60 days. Your email address is used to send you:
- a notification that the examination process has started;
- requests for additional information or evidence necessary to make a decision;
- the result of the dispute.
The Result of the Dispute
If AliExpress experts agree with your arguments, then your request will be settled in your favor. In this instance, the status is changed to “Dispute closed”, and the refund process, which normally takes 7-10 working days, begins. AliExpress will transfer the money to the account you’ve used to make the purchase.
Please note that in the event of the funds being returned, AliExpress cashback is automatically transferred back to the online store.
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