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.
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