An update from 06.2020: check a sucessful dispute case for the product that did not arrive to the customer here. The post contains a lot of useful screenshots showing how to open a dispute for a finished order and how the whole dispute process for a non-delivered parcel looks.
It doesn’t happen often, but if it does, the experience is really disappointing. Though if you do everything right, you don’t lose your money. How should you act if you didn’t receive the product from AliExpress?
Shipment time
The minimum and maximum shipment time are specified for each product on its page. On average, the delivery is carried out within 28-45 days. So no need to worry until this period ends. In case the shipment takes more time, check the Buyer Protection time and ask to extend it.
How to extend a purchase protection
Always check the protection period timer, as the guarantees apply only while the timer is active. You can do it on the «Order details» page.
If the time is over, you lose AliExpress protection and will not get a refund in case something is wrong with the product or you don’t get it at all. Avoid the situation when the order is completed, but not delivered. Aliexpress protection is lost in this case.
The seller can either agree to extend the protection or decline your request. In this case, you will have to open a dispute. Do it before the protection expires, as you need at least 10 days for the dispute to be considered and settled.
Shipment tracking
Before contacting the seller, check the location of your parcel. When the order is sent, the seller adds the tracking number to the order section. Copy it and use for tracking in Megabonus parcel tracking system or install extension and track right from any page of the browser.
When you have information on the location of your parcel you can move on. Depending on its location, you can do the following:
- If the package is still in China, there might be some issues at the customs or in the warehouse. We recommend to contact the seller and negotiate on the issue. Don’t forget to extend the Buyer Protection time!
- If the parcel is stuck at the customs of your country, one can only wonder what the issue is. There might be several reasons: the overweight of the package, the incorrect contact information, or the seller specified a high price. Usually, the package is eventually sent to your local post office and you get it. Again, extend your Buyer Protection time! The worst case is when you ordered something that is against the legislation of your country, for example, bugs. In this case you can face serious problems, so think twice whether this is what you want.
- If the parcel is at your post office, grab your ID and hurry up to pick up your package!
- If there is no information, let’s consider the next step.
Open dispute
When the time has almost expired, you tried all the means described above and got no result, it’s right time to open a dispute. Every product on AliExpress has a guarantee of timely delivery. Go to your personal account and click «Open dispute» button in the order section.
AliExpress offers several solutions: «Full refund» or «Refund and return of the product». If the product wasn’t received, choose the first variant.
Then you will need to fill in the dispute application:
- Select the problem from suggested variants.
- Attach the evidence (for example, the screenshot from the tracking website or the seller’s messages).
- In the text field specify the date of the order, the shipping deadline, the current date and your expectations on the dispute.
- Choose the variant that suits you best. In our case, it is a full refund.
Send the application. The seller has 5 days to reply or accept dispute.
Dispute result
- If the seller accepts the dispute, you will receive the refund.
- If the seller doesn’t reply and the time expires, it means that you have won the dispute and you will have your funds transferred back to your account.
- If the seller’s reply is impolite or inappropriate, escalate the dispute using the corresponding button. The AliExpress management will become involved.
- If the seller makes an offer that suits you, you can accept it. But keep in mind that the dispute will be closed in this case. If the offer turns out to be a trick, then you lose the money, the product and the possibility to resolve the issue with the help of AliExpress representatives.
This was a guide for those who didn’t receive the product from AliExpress.
For those who were lucky and received their packages – don’t forget that you can withdraw cash back from AliExpress right after you confirm delivery.
Some more useful links for you:
How to Open a Dispute on AliExpress. A Step-by-Step Guide
How to Complain About a Seller or a Product on AliExpress
AliExpress Dispute Terms Changed! (Updated on 06.06.2020)
How to Extend Purchase Protection on AliExpress
How Not to Lose Your Money on AliExpress. The Dispute Process Peculiarities
My iten never received. I applied for a refund but my request was declined because the said tha the item was at my local delivery center. When i called to the local delivery center the said thath they had nothing. So I lost my money!
What kind of evidence am I supposed to provide for an item that says it was delivered, but it never arrived? These people are just blowing me off.
Hi, I bought a laptop from Aliaxpress a few months ago, and when there was a war in Ukraine, I left Ukraine and sent a message to the Aliaxpress site stating where my package was and it was in the Kiev post. I am currently back in Ukraine and I am in Kiev and I went to the post office and the post says that no package has arrived for you and I discussed this issue with Aliaxpress support and they say it has arrived and when I ask for support, to which office? A post will be delivered in Ukraine and send me the receipt. They did not answer me anymore. What should I do now? Tracking CodeRO596967318EE
I opened a dispute for non delivery, AliExpress closed it saying it was solved and had been delivered, now I have no way to complain , and still no delivery 4 Months later
Pls ordered ear ring from Ali express and My order ID is 8146396148064761, and they sent to me that my order had arrived my country on 20th of Feb , up to now l have never seen it, my name is Dike Nkechinyere, 07067831034
Pls l order ear ring from Ali express, in which people informed me it had gotten to my Country on 20th of Feb up to now , l have never receive my order
Am from Nigeria, I ordered for a product on Ali Express since January, after about 2 weeks I got an update on Ali Express app showing “delivery failed” on my order section. I contacted the seller, the seller said I should go to my local post office to get the order, I went to my LPO with the product’s tracking number and was told they don’t have any product with such number. I got back to the seller and he told me the tracking number is showing the product is already in my country but I asked why can’t I receive it. I raised a dispute, Ali Express told me probably a relative of mine received the product on my behalf and I should probably ask around, I was so disappointed. At the end of the day the dispute was closed by Ali Express and I never got my product or my money. It was really a sad experience for me.
I ordered from aliexpress and i receive payment alart.
when i click the the product on my order page its showing empty page but the processing time is still about 9 days what should i do
Hello. If you do not want to cancel the order, then you have to wait for the order to be shipped.
I have purchased a few items from AliExpress on 28 November 2021, as of this writing I have yet to receive an email with my tracking information, it is currently 12 December 2021. I just logged in to my PayPal account and the items are all showing up with a transaction number for each item and all items have been paid for on 28 November 2021. When I log into AliExpress and check my orders section, there are no transactions showing whatsoever, the orders section is blank. I paid for these items through PayPal on purpose just in case something went wrong. I have not opened a dispute with PayPal yet because I want to make sure AliExpress had a chance to fix the issue.
Did you get your order confirmation emails?
I think my order was lost in transit, but it’s not even giving me any option to open a dispute. The button that is shown in the article isn’t there for me. What do I do? I have already contacted the seller.
Hello. Did you check your Customer Protection Time? It looks like the order was closed more than 15 days ago, and a dispute cannot be opened.
The seller that cheated me out of my money has about 10 accounts. I just looked at one of them and added up all the costs of items that he has cheated people out of and they add up to $6,048 just for September and half of October. The feedback of all of them indicate that Ali takes the side of the seller every time, which shows a conspiracy of the seller and the arbitrator. What he did in my case was: I purchased an item for $150 from this seller. This seller finds some worthless junk to get rid of, packages it up and sends it to anywhere in the USA with tracking. This tracking number is now given to me as if it were my tracking number. Then it finally gets marked delivered, and I get no parcel. I complain and seller uses this junk tracking for evidence of being delivered, and now I want my money back. This parcel he sent to anyone has been rejected twice and given back to the postman for re-delivery. This is why it has 3 “delivered”. This seller made a stupid mistake of sending this junk by the most expensive postage and tracking, and if he had really sent the 22Kg item I paid for, he would have had to pay $550+ for the shipping. This seller has no proof of purchasing the postage for this item, only the postage for the junk he sent to anyone. This is a scam he has done many times before and shows up on his feedback. This seller is a thief and needs to be treated as such. But the arbitrator is stalling me for 3 days and supposed to make a decision tomorrow and I’m sure it will be in the sellers favor. I gave my evidence to the FTC and also BBB who sent a copy of my complaint to the California office.I purchased an item for $150 from this seller. This seller finds some worthless junk to get rid of, packages it up and sends it to anywhere in the USA with tracking. This tracking number is now given to me as if it were my tracking number. Then it finally gets marked delivered, and I get no parcel. I complain and seller uses this junk tracking for evidence of being delivered, and now I want my money back. This parcel he sent to anyone has been rejected twice and given back to the postman for re-delivery. This is why it has 3 “delivered”. This seller made a stupid mistake of sending this junk by the most expensive postage and tracking, and if he had really sent the 22Kg item I paid for, he would have had to pay $550+ for the shipping. This seller has no proof of purchasing the postage for this item, only the postage for the junk he sent to anyone. This is a scam he has done many times before and shows up on his feedback. This seller is a thief and needs to be treated as such.
WARNING – ALL PURCHASES ON ALIEXPRESS CAN GO MISSING IN TRANSIT. YOUR MONEY WILL NOT BE REFUNDED SINCE SELLER FULFILED THEIR END, HOWEVER, LOGISTICS FIRM WILL NOT BE HELD LIABLE BY ALIEXPRESS, INSTEAD ALIEXPRESS WOULD ASK YOU TO TAKE YOUR CASE UP WITH THE LOGISTICS FIRM. THUS STARTS THE ROLLER COASTER RIDE.
I REPEAT, YOUR ITEMS COULD GO MISSING IN TRANSIT, AND THAT IS NONE REFUNDABLE. THUS, ANY PURCHASE ON ALI EXPRESS MUST BE FOLLOWED BY INTENSE PRAYERS THAT ANGELS SHOULD PROTECT YOUR DELIVERY BECAUSE ALIEXPRESS WILL NOT.
The cat’s out of the bag now, my purchase has revealed why so many people’s phony parcels go missing. They are never sent, that’s why!. I bought a $150 item, the seller got some junk or a package of seeds and went to get postage with a tracking number for it. He gave this tracking number to me as if it were the tracking for my item. So I watch it in progress and suddenly 18 days it went from China to Pennsylvania, IMPOSSIBLE. And of course the seller claims that I have it and now have to prove that I didn’t. This is the scam of why people started getting these packages of seeds and junk jewelry and other worthless crap. The seller needs a tracking number for his scam. I have evidence of this, as he went and got EMS postage with tracking which is most expensive. Tracking begins with letter “A”. This would prove that he would have to purchase shipping for my 22Kg item which is $550+. I put this information for their arbitrator, but she ignored it and wants me to still prove I didn’t get it. I filed a complaint with BBB and stated her problem was hate for Americans. The seller has about 10 accounts and I just added up his take from the tracking scam and they all add up to $6048 in just 6 weeks time from one account. At this rate, he would make $52K per year on one account or $520K on all of them per year.
Hi people’s
I’m order in AliExpress website the seller show DHL Express delivery 7-16 days. But I’m waiting for over months still don’t receive product.
Seller show tracking number is delivery.
I’m try to ask seller to proof & Provide to me sending address? Name of receiver ? And weight of package.
The seller don’t have those paperwork information. All they just say tracking number have been delivered.
Text to AliExpress help center they’re saying tracking number delivery. No help to me at all.
I’m don’t mind lost my money please people’s check carefully before you order.
If anyone have anything to help & information please do.
Thank you so much.
Note: if anyone has this tracking number HJYTE2134006443YQ
Delivery to Canada. What kind of products ? City? Package weight?
Please let me know. Thank you I’m trying ask AliExpress help center to investigate the seller.
The store I’m order name is:
( 1999orders store )
I filed a dispute. The seller rejected. Finally Ali express stepped in and released the money.
I repeat, I DID NOT GET THE PRODUCT BUT YOU TOOK MY MONEY AND GAVE IT TO THE seller. I appealed but they never came back to me.
What else can I do? I’m desperate and will probably stop buying from Aliexpress.
Yes! I’m the one victim just like you
The aliexpress “management” is a joke. I have a dispute opem since june..and all they keep saying is “keep waiting for x days”. The purchase protection has already run out. The seller has not bothered to respond.
If the seller doesn’t respond in the dispite, the dispute should be closed in your favor within maximum of 7 days.
I’m got same thing as just like you have. I’m live chat to help center they’re saying good thing you dispute will protect your money, you have to wait up to the time we’re will step in.
I’m waiting up to the time then say the deal it done.
I’m lost my money.
this website sucks! i haven’t received the goods, and i didn’t get a refund! the tracking said that it’s delivered!!
How AliExpress let seller to cheating or scam people’s but they’re don’t help. I’m don’t understand how help center protect seller try to cheating or scam peoples!!!
The AliExpress team can only help you in the dispute process, as they have to study the evidence from you and the seller to make a decision.
24.08.2021 21:54
I’m got same thing as just like you have. I’m live chat to help center they’re saying good thing you dispute will protect your money, you have to wait up to the time we’re will step in.
I’m waiting up to the time then say the deal it done.
I’m lost my money.
my dispute went for the favour of the seller who refused the refund!! this is so unfair i won’t trust this website anymore
I bought a good which was to be delivered to Kenya but when I try tracking it is being shipped to Germany and Spain but I gave correct addresses
Hello. Open the dispute then.
“and the possibility to resolve the issue with the help of AliExpress representatives”
Yeah like that will ever happen LOL. They claim that they have your back, but in reality AliExpress will always favor the seller.
It used to be that you had 100% chance of Aliexpress giving a refund if you did Refund Only > Logistics tracking problem > Purchase Protection is running out. But now it’s like 20% chance.
The dispute system is getting more and more biased towards the seller.