AliExpress Appeal Process Explained

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:

1. appeal for account reactivation,
2. report a fraud store,
3. report an illegal product,
4. 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:

1. 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.
2. Your Buyer protection timer has not run out.
3. You timely react to the questions and provide all the necessary details.
4. 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.

Possible Issues

• 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.