More than 60 million of people are AliExpress regular buyers. 16% of cross-border trade in the category of digital goods is made with the help of AliExpress. The impressive figures prove that this marketplace is reputable and trustworthy and both private people and companies daily choose it for shopping and as a supplier for the dropshipping business.
Enjoying such a wide flow of customers AliExpress had to develop a stable and reliable program of buyer protection, which helps to protect the customers, the stores and the platform from unpleasant issues. The problems can arise from time to time though and below we will explain what to do if you have issues with an order and have to appeal a dispute, need to report a store or a product or have other issues.
Besides opening disputes, you may need to:
- appeal for account reactivation,
- report a fraud store,
- report an illegal product,
- contact the Customer Service with other questions.
How to Place an Appeal or a Dispute
There are 2 ways you can start a dispute. The first one is to go to the My Orders section of your AliExpress account, choose the product in question and press the Open Dispute button. The second one is to scroll the AliExpress website to the very bottom and follow the Disputes and Reports link.
You will be asked to log into your account first, then the page with the options will open.
Choose whether you need to open the dispute on an order or send a report. Once you chose to appeal a dispute, you will be redirected to the My Orders page of your account. There you can start a dispute normally. Check the full guide to AliExpress disputes and how to win a dispute on AliExpress first to make sure the dispute is closed in your favor.
The important conditions vital for a successful resolution of an appeal are:
- You provide all the possible information. Images and videos can help a lot. Always take photos and/or videos when unpacking the parcel. In case something is wrong with the item, you can prove it was not you who damaged it.
- Your Buyer protection timer has not run out.
- You timely react to the questions and provide all the necessary details.
- In case of a dispute, do not agree to suspicious offers from the store. Never agree to accept money from the store directly as you risk to never see it.
You cannot open a dispute if:
- You confirmed delivery before you get the parcel. In this case, the order is closed, and if the parcel doesn’t arrive or the product is damaged or faulty, there’s little chance you get a refund.
- There are issues with your AliExpress account (blocked, suspended or you cannot access it for some reason).
Appeal Process Time
In case of disputes, there are set time limits within which the dispute must be settled. When you open the dispute, the appeal is accepted automatically. The store has 2 days to write an answer. In case they fail to do so, you get a refund.
The money is returned to the credit card that was charged for the order. It normally takes several business days, but AliExpress leaves the right to send the payment within 3 weeks. Regularly check the appeal status to know how the process is going on and not miss important messages. More on AliExpress refunds.
The Send a Report Option
This option is necessary to report an illegal product or intellectual rights infringement. In case you need to report third-party intellectual property infringement, choose “Report (For Non-Rights Holders)” and press “Submit a Report”.
You will see the following window:
Fill in the url of the product/service in question, the report reason (describe in detail what you see as intellectual property infringement), upload the photos if necessary and submit the report.
The intellectual property right holders should choose the Intellectual Property Complaint (For Rights Holders) tab and follow the instruction on the page that opens. Please let us know if you would like us to add a post on this topic.
If you need to report a product, choose the Restricted or Prohibited Products tab, the necessary report type (offensive weapons, illicit drugs, adult material – check the photo below for the full list.
The reports will be considered by the AliExpress team. You can track the appeal process in the My Reports tab (see the photo above).
Other Types of Appeals on Aliexpress
Verification of a credit card. Users from some destinations may be asked to verify their phone or payment details. Just fill in the suggested form and press “Submit”. In case the appeal is denied, try removing the details and reading them or use another card/number. When all the details are entered correctly, the appeal is accepted without problems.
Account verification. Is mainly fulfilled when you create a new AliExpress account. Fill in the mobile number of the email you have an access to and enter the sent code/press the confirmation link sent in an email.
There’s also regular account verification when you log into your AliExpresss account. It’s a 2-step script. Enter your login, password and move the red slider.
Enter the verification code in the window that opens.
After that, press sign in – you have full access to your account now.
Appeal for account reactivation. You have to submit it in case your account was blocked due to security issues. Press the “Appeal for account reactivation” link and submit the required information. Wait for up to 5 business days for the appeal to be considered.
Other appeals. Contact the Support service using the Customer Service link at the bottom of the AliExpress website.
- The System is busy error. It mainly appears when AliExpress is overloaded with orders during big sales. Don’t panic. Try to refresh the page using CTRL-F5. If it doesn’t help, wait for half an hour and try again. Make sure the AdBlock is witched off as well as other extensions. In the worst case use another browser/device.
- You have to wait for the answer for too long. In this case, check the report or appeal status in the corresponding tab or check the terms sent your email. Contact the Customer Service if necessary.
Ali Express resolved the dispute order 8136324328903263, after resolving the issue the partial amount 68.98 USD to be refunded in my credit card account within the next 20 working days by AliExpress. But unfortunately/ mistakenly AliExpress detected 68.98 USD from my credit card yesterday 02-09-2021. It is requested please check the record and refund the extra amount deducted from my credit card.
Do you know who can help when Ali xpress didn’t agree to provide refund despite the fact that the seller actually confirmed they couldn’t send the item but is refusing to refund?
Check the rules of the order cancellation. May be cancelling the order by the seller might help?
That’s all very interesting but at the end you say ‘contact customer services’ .. HOW? There is no email address or phone number for AliExpress customer service and the only way you can try to get your point across is via Eva the BOT and that’s as useless as talking to my cat. The fact is AliExpress is fine when everything is going okay but when it’s no there’s no one you can contact for help and you are more or less on your own in trying to sort it out with the seller which again is usually a useless exercise.
Not true. Yes talking to seller is useless. What you have to do is dispute the order and provide pictures and if it helps also video of the issue. If it’s non delivery then just dispute about it having no tracking information! If tracking shows it arrived to another address then pay extra attention cos it means the seller is fraudulent and used another customer’s tracking number! Then point out the fact that you don’t live in that city!