Due to delays in shipping, AliExpress changed the rules of the dispute. What is new?
- Now, the Buyer Protection Timer is normally set at 90 days, instead of 60.
- In case you open a dispute, the seller has 4+ days to answer it. It used to be 2 days before.
Some customers face the situation when they have to extend the Buyer Protection Timer, but the parcel does not arrive. What to do in this case?
- Extend the Buyer Protection Timer for 1-2 times.
- In case the parcel doesn’t arrive within the set period, open the dispute.
Can I open the dispute if the order is finished?
The order is marked as “Finished” by you when you press the “Confirm Delivery” button, or automatically when the Buyer Protection timer runs out. If you didn’t get the parcel, and the order is marked as “Finished”, you can still open the dispute. The dispute can be opened within 15 days following the order’s status change (from “Awaiting receipt” to “Finished”).
See how to open the dispute for a finished order:
- Log into your AliExpress account.
- Go to the My Orders page.
- Click the View Detail link above the order you want to open the dispute for.
You will see the order details on the page that opens. Scroll the page down to see the Open the dispute button.
Open the dispute. Choose “Refund only” as compensation. Read our guide to disputes on AliExpress if necessary first. Attach screenshots from the parcel tracking system proving the parcel didn’t arrive at your local post office. Open the dispute and check the sellers’ answers regularly.
! Do not forget to accept or reject the seller’s offer within the time you can see above the seller’s offer on the “Dispute progress” page to proceed with the dispute. Or the dispute will be automatically closed in the seller’s favor.
Important! Your order will be marked s “Finished” on the orders’ list even when the dispute is in progress.
To check your dispute progress, go to the My Orders page and click Refund and Disputes in the menu of the top left corner of the page.
Carefully check the proposal from the seller. As you can see from the screenshot below, the seller asks to wait for more time (the order the dispute was opened for was sent in April and didn’t arrive) and cancel the dispute.
Do not agree to such offers, as the offer of the seller means the dispute is closed and you get nothing unless a miracle happens and the parcel finally arrives.
What seller offers you should never agree to:
- Close the dispute and wait for the order to arrive.
- Close the dispute and get a refund directly to your card.
- Pay extra money for the shipping or the product.
Such offers are made by unreliable sellers only who do not want to return you the money.
So, the most important rule is: never close the dispute before you get the result you need. As soon as you close it, you lose the opportunity to get a refund.
In case you do not come to an agreement with the seller, the AliExpress administration steps in and decides whether you are liable for refunding.
Reject the seller offers that don’t suit you. Press “Reject” under the seller’s offer on the “Dispute progress” page. You will see the following message:
And the proposal field will contain the following text: 
The screenshots for this post were made in a real dispute that is in progress now, so as the dispute proceeds, we will add more details to show you how disputes are resolved on Aliexpress these days.
An update from 06.06.2020:
As we wrote above, the screenshots were made in a real dispute. The parcel was sent in April 2020 and didn’t arrive till the end of June, 2020. The customer opened the dispute and got a proposal from the seller to cancel the dispute and wait for more. Such offers are fraud. As soon as you close the dispute, you are not liable for a refund anymore.
So, the customer rejected the seller proposal, and the dispute was escalated.
The next day, AliExpress stepped in. The dispute was resolved in favor of the customer, and the money was refunded.
The refund returned to the customer’s card on the day following the dispute resolution.
So, as you can see from the case, the main point to win a dispute on the parcel that didn’t arrive and get a refund are:
1. Timely extend the Buyer protection Timer.
2. Open the dispute before or within 15 days following the finish of the order.
3. Provide evidence to prove you didn’t get a parcel.
4. Reject fake offers of the seller.
5. Regularly check the dispute status and provide answers if necessary.
Follow these rules and you will never lose your money on AliExpress!
I opened the dispute, and cannot access my account anymore. What should I do?
Some users complain they cannot access their accounts these days and think they could be blocked. You are not blocked on Aliexpress, unless you do fraud activities or file too many disputes within a short period of time, or violate the AliExpress terms in another way.
Q: I cannot log in to my account. I enter the login and the password and they redirect me to the sign-in page again.
A: This is can be caused by a system error. In case you enter your login and password and cannot see the verification slider, try to log in several times till you can see the slider below your login and password fields.
Some more useful links for you:
What To Do if You Did Not Receive a Product From AliExpress
How to Open a Dispute on AliExpress. A Step-by-Step Guide
How to Complain About a Seller or a Product on AliExpress
How to Extend Purchase Protection on AliExpress
How Not to Lose Your Money on AliExpress. The Dispute Process Peculiarities
I opened a dispute for an order that had some items missing. Filled in all the fields but at the final stage the submit button just did not work .Maybe a new way for Aliexpress to reduce the number of complaints
I won dispute that seller has to pay return shipping bit nowhere to claim the shipping. Seller refusing to pay for shipping. I have nowhere to contact Aliexpress. This is FRAUD
The order did not arrive and Aliexpress just denied the refund, saying I did not provide enough evidence. Though track number showed package was held by customs.
my item never received. Multiple messages to seller who made no effort – auto reply. Forced to wait 3 moths for a delivery. then when it never arrived , case was closed because i did not complain dispute within 15 days of max delivery time. i disputed long before that several times. who to contact after 15 days ? I will never shop Aliexpress again.
Unfortunately, you can only open the dispute and get a refund within 15 days following the date the order was closed.
Good morning, I want an email so I can tell you exactly my problem.
Hello. Please email to mberkutova@megabonus.com
Hi, I opened a dispute with Aliexpress after a smart watch I ordered didnt arrive, not only that I saw that the shop I bought it from had ceased to exist. I paid €130 voor this fitbit watch. I sent loads of screenshots to Aliexpress proving that the shop didnt answer any of my messages, also they say my watch was sent 3 days before I ordered it, there was a track and trace on there it said it had been delivered to an address in Spain, I live in the Netherlands. Aliexpress stepped in, they should have solved this according to my account by the 4th of March it is now the 17th March and I have heard nothing from them either. So what can I do?
Hi, I opened a dispute with Aliexpress after a smart watch I ordered didnt arrive, not only that I saw that the shop I bought it from had ceased to exist. I paid €130 voor this fitbit watch. I sent loads of screenshots to Aliexpress proving that the shop didnt answer any of my messages, also they say my watch was sent 3 days before I ordered it, there was a track and trace on there it said it had been delivered to an address in Spain, I live in the Netherlands. Aliexpress stepped in, they should have solved this according to my account by the 4th of March it is now the 17th March and I have heard nothing from them either. So what can I do?
When you escalate the dispute (the dispute is escalated when you reject the sellers’ offer), AliExpress steps in and decides. Normally, it takes 1-5 business days. Was it different in your case?
Thank you for your support.Today I won the dispute,although I am not satisfied with their decision to give me partial refund of 80 % of the money I paid for the product.I am showing how the dispute was going on.During the dispute I uploaded photos of everything- of tracker info,unread messages ,no buyer extending protection option on the platform:
Me:Dear Seller, I’m requesting a refund, because,I did not receive the package –I see on AliExpress platform the unchanged notification “Sorry, there is no updated logistics information. “ from the beginning of the order up to this moment.You did not answer me about this in messages. PostalNinja tracker shows the package is delivered to IBRAHIM,in Sofia. So,the tracking number you gave me is not right, and no tracking information is reflected in the AliExpress platform. I sent you photos
His.answer: Hello my customer, i had check the tracking number, it’s still on transit, you know the delivery time was slower than usual, Due to the impact of the novel coronavirus. i hope you can wiat some more days,I will to refund 5$ when your goods are received, Can you accept such a plan?
Me:Hi, would you share the Real tracking number to see the delivery scheme?
No answer from him
ME: I used other trackers -packages24, parcels, 17Track, that show that the package is delivered to IBRAHIM IBRAHIM , in Sofia. they show the same result as PostalNinja,It is NOT my name and city.It means that the tracking number you gave me is FAKE.As your client I have a RIGHT to know what is the Real trackjng number.I am asking you again to give it to me .
No answer from him
ME: The other evidence that the tracking number is fake is that all tracking applications show the product comes from Hong Kong ,China.On the product page You pretend to use for delivery La Poste, La Poste is a postal service company in France.I uploaded a photo Nothing related to France is seen in tracking analyses.
No answer from him
ME:Hi Seller, I am not happy with this lack of communication. The communication is the key of understanding each other. I will definitely reject your plan, because I have been asking about delivery info, in dispute and messages where I also asked you if you could extending buyer protection time . You did not answered to them and here, in a dispute,
The dispute took 10 days ,it was extended due to Chinese holidays. I rejected his proposal at the 9-th day .His main product page does not exists anymore, only the name of the store, feedback, and archives of offered products labeled as “ Sorry, this item is no longer available!” ;he made a registration on the platform at 7 January. Other customers share in the archived product review section the exactly same story like mine.
I am wondering why AliExpress gave me partial refund. Did I do something wrong in the dispute. Should I escalate the appeal, because they did not give me any reason for their decision. From your experience what would you advise me?
Hello. I cannot say why the refund was partial. Maybe some of our readers will share their experience if any? I cannot see the status of the dispute so I do not dare to give advice. If you need my assistance, please send a screenshot showing the dispute’s status to mberkutova@megabonus.com
How to open a dispute after 15 days on AliExpress ?
There’s no way to open the dispute on AliExpress in case you missed your Buyer Protection time.
Great guidelines, Using your suggestions, I’ m gathering evidences for my dispute.
What I do not understand clearly is when should the dispute be opened about the stock has not arrived. – at the time when the buyer protection time is running out very soon (in my case 3 days left) or immediately when the order is closed automatically by the system. I do not have an option for extending buyer protection time.
My evidences are – seller states that the product comes from France , but the tracker says from China ;the seller main product page disappeared a week ago on the AE platform, only shop name exists; my messages to him are unread. I made screenshots of everything.
Great guidelines, Using your suggestions, I’ m gathering evidences for my dispute.
What I do not understand clearly is when should the dispute be opened about the stock has not arrived. – at the time when the buyer protection time is running out very soon (in my case 3 days left) or immediately when the order is closed automatically by the system. I do not have an option for extending buyer protection time.
My evidences are – seller states that the product comes from France , but the tracker says from China ;the seller main product page disappeared a week ago on the AE platform, only shop name exists; my messages to him are unread. I made screenshots of everything.
Sounds good. We wish you to win the dispute! It’s better to open the dispute right after the stop of the Buyer protection Timer but no later than 15 days after it. If you miss the time, you won’t be able to open the dispute.
Sounds good. We wish you to win the dispute! It’s better to open the dispute right after the stop of the Buyer protection Timer but no later than 15 days after it. If you miss the time, you won’t be able to open the dispute.
I haven’t receive my good but it shows delivered on the app.
I’ve contacted my local logistic and they said that they made mistake sent it to wrong address and now they confirmed to lost it.
I’ve opened dispute to get my money back but AliExpress step in as I chose AliExpress Standard Shipping.
They said my proposal is invalid because it shows delivered on the app.
I’ve told them that the carrier lost this package. But they want me to show prove that I didn’t receive it.
I don’t understand, why in the world they not just check on “their” people about the parcel’s status instead of asking customer to dancing around trying to get the proof?
Is it means nothing to chose AliExpress Shipping?
Isn’t this mean that they should be able to track down on the package in case anything sh*t happens to it because they work together as one for AliExpress Standard Shipping service?
It’s been 44 days now since I placed my order and it has been stuck in a certain location for almost 30 days now, is it the right time to increase buyers protection and open dispute now?
UA321442259SB tracking number
Open the dispute if the Buyer Protection Timer is running out. No need to extend the time.
So I tried opening the dispute today. I clicked on REFUND ONLY, the next page I was asked if I receive the order and I clicked no, they said the package is on its way, it’s at the waypoint or the point before the destination country. But it’s been there since 12th of last month. What should I do?
hola si alguien me ayuda la protección del comprador ya venció pero me salee en la disputa que aun esta dentro de los dias de proteccion y me aparece invalido que deberia hacer me llega esto en la desision de aliexpres :
Preste más atención a la información de seguimiento. Si el paquete llega a la oficina de entrega, comuníquese con la oficina de correos para recogerlo a tiempo. El comprador debe ser responsable de las consecuencias de no recoger los artículos a tiempo.
Según la información de envío, el paquete ha sido enviado por el vendedor y actualmente se encuentra en tránsito. Dado que su paquete aún se encuentra en tiempo de protección, tenga paciencia esperando el paquete. Cualquier nueva actualización de su paquete, lo mantendremos actualizado oportunamente o simplemente puede rastrearlo yendo a “Mis pedidos” – “Todos los pedidos” y haga clic en “Seguimiento de pedidos”.
Problemas con la orden Sentencia de AE Motivo no válido
La protección de compra se está agotando, pero el paquete aún está en tránsito. No válido Después de verificar la información de seguimiento, este pedido aún se encuentra dentro del tiempo de protección de compra, tenga paciencia esperando el paquete internacional.
Información del paquete
Envío de AliExpress RB995325392SG en tránsito
Soluciones:
Opción 1: continúe esperando 4 días
Tiempo de respuesta: 4 días.
Espere con paciencia y confirme con nosotros si ha recibido los productos cuando finalice el tiempo de protección de la compra.
Nota: Puede resolver el problema haciendo clic en ‘Agregar una nueva propuesta’, ‘Aceptar’ (para aceptar la propuesta del vendedor o de AliExpress), ‘Cargar evidencia’ o ‘Editar’ (para modificar los comentarios sobre la propuesta). Si no recibimos ningún comentario sobre los problemas del producto después de la entrega de los productos, liberaremos el pago a su vendedor según la información de entrega.
debo esperar editar o cancelar no se si alguien me ayuda gracias
Is it best to open the dispute ‘before’ the Protection period expire (e.g. 10 days before) or ‘after’ the period expire (e.g. after 1 day)?
It doesn’t matter a lot, you can use both options. Open the dispute several days before the protection time expires or right after it does.
It has already passed the buyer protection time now and they have not responded anymore.
I even tried chatting with customer representative.
No way.
Please is there any chances of getting my money back since alixepress rendered my proposal invalid.
If the Buyer Protection Timer stopped more than 15 days ago, then no, there’s no chance to get a refund.
I opened dispute and alixepress says invalid since package is still in protection time,
Now I don’t know if I will get my money back since they said invalid and told me to wait for their response for 5dsys.
Please hope I don’t lose my money?
Wait till the ned of the Buyer Protection Timer and open the dispute within 15 days following the stop of the Timer (no later!). Attach all evidence, decline the seller’s offer in the dispute in case it doesn’t suit you. Provide answers in the dispute timely. Good luck!
Problem is that when aliexpress sides with the scammer.
Bought 2 microSD cards of 64gb for 8€ (4 euro each)… H2testw revealed true size to be 29gb.
Seller started the usual bullshit about the format being exfat or Fat32 (just random stuff in the hopes the customer is IT illiterate)
Aliexpress steps in. 2 options, 0 € or return items for full refund (they found the evidence invalid and requested a video)… So i made a video 150mb big.
Capacity not as stated : Valid,,, Counterfit product: Invalid
ALiexpress proposal: 4€ “Because the items still have some value” ….
WAT? How are they valuable? You store more info than 29gb and it gets CORRUPTED!
I know how to format the partitions and make a 29gb partition but not everyone knows how to!
I extended my order processing time and I couldn’t open dispute , when I put no that I’ve not received it.
They said I should have received it sep 13 and I extended for one month.
Can I still get my money back even after extending it?
Yes, you will get a refund if you do everything right when opening and having the dispute. Do not miss the Buyer Protection Timer End! You can open the dispute within 15 days following the date when the order is closed.
Just give me a refund in my card
Hello. We do not represent Aliexpress in this blog. This blog was created to help the readers find useful information on online shopping and e-commerce. Please contact the AliExpress team on their official website.
my order didn’t come and i didn’t know anything about opening dispute, i saw this post and followed it , AliExpress has refunded the money today…. i wish i can give 5 stars your post really helped….. Thank you very much
We are glad we could help you. We wish you pleasant purchases and a great summer! P.S. Share this post on your social media pages if you want to and get increased cash back on your future purchases. Please email to: mberkutova@megabonus.com