What Information Do I Have to Specify in the Dispute if the Package from AliExpress didn’t Arrive

If the package from AliExpress didn’t arrive, don’t worry. You will get your money back in any case. All you need is to open the dispute correctly.

Before opening the dispute, you need to extend the Buyer Protection on AliExpress. You can do it on the page of the order. Always check the Buyer Protection term even if you are not going to open the dispute and are still waiting for your purchase to arrive. Extending the Buyer Protection means having the support of the AliExpress administration and saving the rights for AliExpress guarantees.

Opening the Dispute

Go to “My AliExpress” to “My Orders” section. You will see the “Open Dispute” button to the right of each order.

Click the button. Now you will have to choose and fill in the dispute form.

What Do I Have to Write in the Dispute Opening Form

Choose one of the following options:

• Get a refund,
• Return the product and get a partial refund.

In our case, we choose the first variant.

So what to write in the dispute form on AliExpress if the package didn’t arrive:

Possible Solution

As you didn’t receive the order, choose the “Refund only” option from the dropdown list.

Did You Receive the Item

You know the answer

Refund Amount

Specify the full amount. There can be no question of having a partial compensation, as you didn’t receive your order.

Your Request Detail

Describe the situation in detail here. When you made the order, when it was supposed to arrive (this information can be checked on the page of the order details) – everything is important here. Specify what day it is today and highlight the fact that you haven’t received the parcel still.

Attach the screenshots from the shipment tracking website as evidence.

Send the completed form to the seller.

AliExpress reserves 5 days to the sellers to reply or accept dispute. If there is no reply or the seller accepts the dispute, you get your money back.

The seller can make a counteroffer. Be careful in these cases. The sellers often may want to escape responsibility and offer nonsense. Sometimes they offer to wait a bit longer, get a discount or resend the order. If none of these options suits you, you can escalate the dispute. The escalation button will appear when the seller replies. If you click it, the AliExpress representatives take control of your dispute.

The consideration of the dispute may take up to 2 weeks. The additional information may be also requested, so check the processing of the dispute regularly and respond quickly to any requests.

In most cases, customers get the refund if they fill in the dispute form correctly. It’s important to have a cool head and not to accept doubtable offers from the seller. If you get a refund, cash back from AliExpress is transferred back from your Megabonus account to the online store, so you don’t get cash back for such orders.

Good luck and may all your disputes be easily resolved!