AliExpress provides a “Buyer Protection” program that guarantees the quality of goods and services. In case the products don’t meet the criteria of quality, AliExpress makes a refund.
To take benefit of this program and receive compensation for a faulty product or poor service, you need to open a dispute.
How to open dispute
Log in to your AliExpress account
To open a dispute, log in to AliExpress and go to “My Orders”. Here you will see the details on all your AliExpress orders.
The button “Open Dispute” will to the right of the product’s name. It’s available for both open and finished orders.
Check the “Purchase Protection” timer
You can see the period of the purchase protection on the “View Detail” page. To go to it, press the link above the order in question. The refund is impossible when purchase protection runs out.
Before opening a dispute, always make sure there is enough time to hold a dispute. You need to have at least 15 days on this timer.
Select an order
Choose the problem order in the orders’ list and press the “Open Dispute” button. It’s displayed in My Orders section as soon as the order is sent by the seller (you can check it in the “Logistics information”. The “Departure from Warehouse” note means the order has been already sent).
Fill in the dispute form
By clicking on the “Open Dispute” button you go to the dispute form you have to fill in. Select the checkboxes that describe your problem best. There are all possible reasons of AliExpress disputes listed. Choose the one which is most relevant to you.
If you didn’t receive the product, it is easy to open a dispute. You simply put “No” in the first question and choose “Full Refund”.
If you received the goods and you doubt their quality (size or other points), then mention that you received the order. Select a relevant reason of the dispute in the second question.
The “Open Dispute” form is available in different languages. You need to fill in the text field in English. Remember that Chinese sellers (or AliExpress management) might have difficulties understanding you if you use other languages. Of course, they use online translators, but everyone knows how inaccurate the result may be.
Pay attention to the “Add attachments” field. You can use it to attach a few files. You need to present evidence of your problem (that’s why it’s always important to film the process of unpacking goods from online stores or at least take photos). Attach some pictures of faulty goods showing that the size is wrong or the other characteristics differ from those indicated in the description. The evidence is very important for receiving a refund.
Wait for the seller’s reply
After filling in the dispute form and sending the application, the next step follows. All you have to do it wait for the seller’s reply. What can be his answer?
- The seller might keep silent (within 5 days from the moment of opening the dispute) or agree. Either of the variants means you won the dispute and the refund procedure has already begun.
- Make a counteroffer.
The offer may suit you: then you agree (by clicking the “Agree” button). If you are going to agree, make sure that the conditions are clear to you, and the seller has not made any changes to the application. Sometimes sellers change the refund amount to $0. If you agree, the dispute is closed, and you get nothing. Sometimes sellers make some promises, you agree, and eventually the sellers disappear. So not to be fooled, first get what the seller promises, and then agree to his offer.
The offer may not suit you. If you did not reach an agreement, let’s consider the next step.
This button appears as soon as the seller answers. This button is exactly what you need. Remember that you can’t make any changes when you escalate the dispute. The case goes to AliExpress representatives. The “Judges” might examine your case for several weeks.
They may request additional information from you and the seller. You will always have some time to provide it (don’t forget to check the timer). We recommend checking the status of the dispute once a day.
The seller may also make new offers while the case is being reviewed. You can accept or refuse them.
After all the necessary evidence has been provided, all you can do is to wait for the “verdict”. You will receive an email when the decision is made.
It’s easy to win a dispute and get a refund if you fill in the application properly and provide all the necessary evidence. Unfortunately, if you get a refund, cash back from AliExpress is cancelled.
We wish you good luck and honest sellers on your way!
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