It’s hard to imagine how much work is done every day by AliExpress team so that the customers from all over the world got their parcels on time and kept making new orders. Sometimes it happens so that an error or a delay gets in the flow and therefore the customer can’t their product. AliExpress administration created disputes to resolve such issues. Today we will talk about how to get a refund and what to do if the dispute appeared to be closed.
How Can the Dispute on AliExpress Be Closed?
It’s important to understand that only three parties can close the dispute: the customer, the seller or the AliExpress administration (an independent party and the one providing the guarantee for every deal). Everything is clear with the first case. While the second case can make you worry. What does it mean?
- If the seller is reliable, they accept the complaints of the customer and are obliged to return money to full extent or partially; as soon as one of the parties accepts the terms, the dispute is closed. In this case there is no need to worry.
- If the seller is unreliable, they would accept the complaints but don’t seem to be going to return money. However, this is a very rare case and we will explain why.
The thing is that AliExpress is an intermediary between the shops and their customers. The customer pays for the product once they made an order. But the seller doesn’t get money immediately. It remains on hold at AliExpress administration until the customer confirms the receiving of the order. As soon as the status of the parcel changes to “Picked up” or the confirmation term expires, AliExpress sends money to the seller.
It’s obvious that for the sellers it’s no good to delay the disputes. They simply won’t get the funds. But sometimes the sellers might play tricks to make easy money. However, there are certain methods to deal with such sellers.
What to Do if the Seller Closed the Dispute and Didn’t Return Money?
In this case contact AliExpress administration (contact their customer support service). You will have to attach the evidence:
- The screenshots of your message history with the seller and the statuses of the dispute.
- The pictures and the videos confirming the foundation of your dispute (photos of faulty/damaged product, screenshots of delivery tracking, etc.)
- You might need to provide a payment receipt as well.
The administration will investigate the case and find out who is guilty. In most cases customers win and dishonest sellers get fines.
Refund After Dispute Is Closed
For example, you were lucky and the seller was honest. When will you get a refund if the seller closed the dispute and pledged to pay the compensation? It might take up to 60 days, so be patient. Normally, the money return within 3-7 business days though.
You can check the status of the compensation on “My Orders” section in the details of the dispute. If the terms expired and you didn’t get a refund, contact AliExpress support again.
Is It Possible to Open the Dispute Again?
Unfortunately, there is no such an opportunity. The dispute can be opened only once and you can edit it 4 times.
How to Open the Dispute on AliExpress if It is Closed by the Seller but the Product wasn’t Delivered
Unfortunately, it’s impossible. But you still have an option – contact AliExpress customer support service. Provide the evidence and the screenshots of your message history with the seller and your case might be positively resolved.
Can it happen so that the seller canceled the dispute? No, it’s impossible. To close the dispute, the seller whether has to accept it (it means he has to agree with the complaint) or leave it open and wait for the escalation – it takes 7 days. The dispute escalation means that AliExpress administration steps in and it will decide who is right.
What to Do if the Seller Asked to Close the Dispute
Sometimes the seller asks to close the dispute in exchange for some bonus. For example, he might offer some discounts for future purchases or the refund bypassing AliExpress system (for example to your electronic wallet or PayPal account).
Don’t believe these empty promises – you will get nothing after the dispute is closed. Neither you will be able to ask for help from AliExpress administration as it was you who closed the dispute. So don’t close the dispute if you don’t agree with the seller.
Don’t forget to activate cash back on AliExpress before making a purchase to get a part of money back.