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
I order with Ali express on the 30 and 31 of march I accidentally closed my order but I haven’t get it ,if I want to track it its saying expired .please help me what to do I have tried to contact customer service but no luck and I think it closed now because its saying order receive. I tried to contact the seller before and they said they can’t help cause I accidentally closed the order
You can open the dispute within 15 days following the order status change to “Finished”. Read how to do it here.
I ordered something 2 months ago, i didnt recieve it yet. It says that the order is completed but i still have 28 days buyer protection. If the order is completed can i ask for refound? Should i wait or should i try dispute or extending buyer protection?
You can ask for a refund within 15 days following the order status change to “Finished”, so hurry up and open the dispute.
I order some deep wavy hair since June 17 2020 didn’t get order yet it supposed to be sent at a dress xxxx it’s 10 inch hair I paid 67.00 for it it was a one to four days delivery no tracking number name is Melanie XXX
Check the order status and the Buyer Protectin timer and open the dispute.
How can you opt for another dispute over ongoing dispute? It’s been a month, my case is under dispute. I have attached all screenshots and messages but seller is not replying. On top of this, Aliexpress management team has decided to give me feedback as invalid and have extended buyer protection? I don’t want buyer protection now, I just want my refund. It is stupid to wait months for a order to be received and AMT goes into the favor of sellers.
Is there any other solution that we can mail or call them?
Please check this article to see how to open the dispute if the button is missing.
My order is completed and buyer protection is finish. I dispute but Ali said is invalid because it is still on protection time and the suggest me to wait 7 days. What should I do ?
Go to the View Detail page of the order. You can open the dispute even when the Timer is on.
I order product from AliExpress coupon 2$ but 75 days was passed i don’t received yet if I open dispute can I get back 2$ AliExpress coupon ?
No, the coupons, and cash back, as well the shipping cost are not refunded.
I contacted my seller about my dispute he said he sent a refund and my items were still in transit is that possible because I would much rather have my items 😢
It looks like a fraud. You can only get a refund when open the dispute. The refund is made by Aliexpres, not the seller directly.
I feel bad, as I have 2 orders not received but still in dispute. This is not make sense as the parcel taken 3 months and still in transit. The dispute result 10 days n 10days to wait..
Such situations rarely occur due to COVID restrictions. The best thing is to open the dispute and get a refund.
I have 2 items which never arrived. It’s been a few months already and all aliexpress does is tell me to wait for 10 days. It’s been 30 days since they told me to wait. They don’t even reply properly to your dispute. Worst customer service I’ve ever experienced.
We haven’t faced such situations so far. Could you please share some screenshots with the community?
My item on tracking is showing security return seller did not give my money back and aliexpress is not stepping in although they were supposed to decide toll 22nd May what can I do?
So you opened the dispute and it was not resolved in your favor?
My package arrived at my local post office since March….the seller has been extending the time and now it’s remaining just 2 days to expire….I messaged him and he said he can’t extended it anymore bcos he has reached the limit…pls what should I do
Open the dispute right now. Attack the screenshots with the tracking information to it.
I ordered in March and the status says order completed but I still have not received it. I am not able to open dispute as well as it says the order is still in transit. I contacted the seller and they agreed to open the dispute but it’s not opening. What can I do for a refund
Is there anyway we can make AliExpress accountable? I am regret making transaction with them. I ordered on Mar 28 and shipment status has been “left the country of origin” decided to open a dispute on April 27. Was told to wait up until May 27 which I did. I still dis not receive the shipment and still untraceable. My order has been marked completed and still did not get it. I messaged the seller and they agreed to refund me. But AliExpress extended the buyer protection and still want me to wait until June 27 and to open another dispute. I feel like the dispute and buyer protection is not being used in a way that will benefit me. I have lost interest waiting for it and all I want is to get my money back. I will never ever again going to buy things in AliExpress.
You can open the dispute even when the Buyer Protection Timer is extended, so proceed with it.
I have paid for three orders, payment is accepted, but the orders dont show up in my orderlist. What can I do to come in contact with AliExpress???
Use the Customer service button at the bottom left corner of their website.
I ordered some goods last December and I received some. It was taking too long for the others to arrived that’s when I tried opening dispute for it but keeps telling me to wait after 15 days. Is now June and is still saying that. And I didn’t really know about the buyer protection time limit or extension of it. I don’t know if I can still get refund for the goods?
Please email to mberkutova@megabonus.com with screenshots and I will try to assist you with that.
I order goods last year December and some I receive while others I didn’t I tried opening dispute for the ones I didn’t receive they keep telling me I have to wait for 15 days to open dispute since February. I didn’t know about this buyer protection 60 days time and now is june. I don’t know if I can still get refund for my goods?
So I ordered a package 3-24. The order status said Finished. But I had not received my package. So I tried opening a dispute on 5-26 since I was told I should by my sister. The seller gave a proposal on 5-31 and I did not get a notification for that which was just saying it was going to take a bit more time to get to me which is fine. Aliexpress stepped in and just gave me a refund the same day. I check today on 6-3. And the “track order” page still says “shipment at local distribution center”. Will I receive my package still?
There are delays in parcels’ delivery in some regions due to cancellation of some flights. Its difficult to say when the parcels will finally arrive, as everything depends on borders’ reopening.
My order will be closed within 4 days & I still can’t open dispute. The system keeps telling me to wait for shipment as it checked that it’s on the way…well 51days for shipment, 58days since ordered. I’m really curious of when can I even allowed to refund.
First, you should ask for the extension of the Buyer Protection Timer. It’s strange you cannot open the dispute, as normally it can be opened any time before the parcel is delivered and also, within 15 days following the delivery.
If I make this dispute will I still receive my item after a long amount of time ?
Yes, you can get it in case it’s on the way. The parcels are not sent back in such situations.
I’ve had to deal with an awful seller bout something in feb, very smart to me asking me to send them money when I recieved package I dont know why. Say they will issue me a refund still have received no refund and no package also says that its finished! What can I do?
1. Never send money directly to sellers! This is a scam!
2. You have to immediately open the dispute in case you can still do it. (The dispute can be opened before you confirm goods delivery and within 15 days following the confirmation).
Ordered march 12. 25 may still not received. Local post office declared package lost. Applied for dispute but denied my refund application.
Did you attach a paper from the post office saying the parcel was lost? Normally, it works fine this way.
My order is in my country since March but hasn’t been sent to where it needs to go but I was also Refunded without my request.. will I still get my order or should reorder?
I wouldn’t advise to reorder now, as the second order can be also stuck.
I wouldn’t advise to reorder now, as the second order can be also stuck.
I ordered 2 different products in early March 2020 and it has been over 75 days and I have not received any of my products. I contacted the sellers to extend the buyer protection and both accepted to extend.
Status on tracking system was last updated in mid of March and it is showing as “insert item into bag in origin country”.
I don’t know what to do except for waiting. I live in Pakistan.
Wait, if the parcel isn’t delivered within the extended time, open the dispute.
My order says it was delivered but i did not receive anything. what can i do in this case? I have been waiting for this over month! ..
Contact your post-office and open the dispute if you haven’t run out of time.
Contact your post-office and open the dispute if you haven’t run out of time.
My order says it was delivered but i did not receive anything. what can i do in this case? I have been waiting for this over month!
Contact your post-office and open the dispute if you haven’t run out of time.
My order says it was delivered but i did not receive anything. what can i do in this case?
Contact your post-office and open the dispute if you haven’t run out of time.
My order says order complete and I haven’t received the items and according to my track record the order has been Despatched to oversea postal admin from (sg/sin to ng/Los) mean while AliExpress emailed me earlier telling the my seller has extended my protection addin another one month which would expire next June 2020 and the seller is not responding to my texts.what should I do?
Ask for the Buyer Protection Timer extension once again. If the order doesn’t arrive soon, open the dispute.
Hi I have also bought an item on Aliexpress. Its an electronic item which stated and it still does in the specifications that it has a 3 year warranty. Now the item is broken and doesn’t even power on anymore. What can I do about this?
Please ask the seller on AliExpress about the issue.
I escalated a claim on AliExpress I ordered a wig that hasn’t arrived but the tracking shows it’s been delivered.the seller is making me run around chasing the shipping company that shipped my wig to ask where it is ,I need help ASAP please .
You have to get a paper from the shipping company and open the dispute then.
My order says delivery in progress for about 1 month now buh still didn’t receive it, I dont understand why
Sometimes it can take up to 2 months for an order from China to be delivered. Check the Buyer Protection Timer and extend it if necessary.
I’m from Africa and they don’t show anything more about your order and the open disputes button doesn’t work. It’s been 63 days since I made my order and the buyer put in the status that my order was delivered but I haven’t received it and in they say I have to wait 15days to open a dispute yet I haven’t received my product. The buyer told me the product got lost on the way so I should pay freight again, I’m not sure what that means even 🤦♀️🤦♀️so its like I’m not having my product delivered and not getting a refund but I should pay again?
No, do not pay anything. Contact the AliExpress administration directly and ask them to guide you through opening the dispute.
How to contact Aliexpress administration team directly?? Please suggest with your valuable inputs.
package rejected unable to ship by air….thats the message i am getting on tracking info for numerous items from different sellers…being shipped from aliexpress to canada…most of the items are electronic so far…usb plugs phone charger cord diffusser for essential oil…have all gone through on previous orders …what is going on? .lol
Yes, the airlines can return products to the sellers these days. The stores have to resend them again. We do not know the official reason for that but it looks like they experience shortages of flights. Anyway, keep an eye on the Buyer Protection Timer.
hello, pls can i ask a question. I ordered a xiaomi redmi airdots on Feb 02 2020. and till now i haven’t received the good in which for real it has past my buyer’s protection time of 60 days, therefore i opened a dispute and i was refunded and my cash was reversed to my bank account and also even compensated with coupons of the same amount i bought the xiaomi redmi airdots and i was satisfied with the actions taken. As i was about ending the conversation with the online agent in aliexpress, she told me that if the goods come i should still receive it. so i wanna say that firstly its not right and i will like to return the item to the seller if i receive a call to come and pick up and also would i be charge the amount of the goods. will my post office have an idea that i have been refunded.
I can see no way how your post-office can know you were refunded.
I have placed an order on 4/08/20. I didn’t get any order comfirmation email or anything. I have checked in the app for order history and it says i have no orders. Wth? How long does it to process one order and why isn’t my order shows up in my account.
Isn’t it displayed on the desktop either?
I have placed an order on 4/08/20. I didn’t get any order comfirmation email or anything. I have checked in the app for order history and it says i have no orders. Wth? How long does it to process one order and why isn’t my order shows up in my account.
Was your card billed for the order? If yes, then contact the Aliexpress support service.
the seller didn’t send the purchase at the time, i canceled the order more than 2 months now, i Still didn’t receive my money
the order was on Jan. 25 2020
what that is mean ????
Hello. We are sorry about the issue, but we do not deal with AliExpress refunds, disputes and questions on specific orders in this blog. You need to contact the seller on AliExpress or the administration of this marketplace.
Hello, I had ordered two lace from AliExpress and due to the Corona shout down in China, I cancelled my order. Is now about two months now, have not received any refund. I contacted the company many times but no response. What can I do pls?
Please email to mberkutova@megabonus.com with the screenshots, please. I will try to look into the case, but I cannot promise I can help, as we do not represent Aliexpress administration here.
Hello,
I ordered for 2 dresses from the same seller on the 8th of March 2020. He later put that my parcel has been shipped. On the tracking page, it shows that my parcel has been shipped and succesfully delivered. I tried to track the package but it said he shipping company did not have any information about the tracking number. I ordered the items on 8th March 2020 and on the tracking page it shows the goods were delivered on 5th of November 2019. I now see that this is a scam from the seller. What can i do to get back my money?
If you cannot track an order from AliExpress, then open the dispute, provide the screenshot proving the order is not tracked and you will 100% get your money back.
no one likes popups
The dispute agent said If I did not get the package, I should please provide shipping company’s missing parcel documents, what does that mean?
It means you should go to the local shipping company’s office and fill in the “missing parcel” papers.
Still i didn’t receive my parcel
Open the dispute if you can see no tracking information on the parcel.
I have bought drone,from aliexpress the tracking says,it is held by customs. I went to customs, they ask permission and career for import in my destination, i ask about the issue to the seller, two weeks ago but still the seller is not reply to me. I already opened dispute. If the chance to win refund from aliexpress,for the seller irresponsibility? Can you help me for modify the buyer proposal? For this issue.
According to Point 3 of Section 7 of the Aliexpress Terms of Use:
“Buyers and sellers accessing or using the Sites or Services shall assume the risks of conducting any purchase and sale transactions in connection with or through the Sites or Services. Buyer and sellers accessing or using the Site or Services shall also fully assume all risks of liability or harm of any kind arising out of or in connection with any subsequent activity relating to the products or services that are the subject of the transactions on the Sites. Examples of such risks shall include, but are not limited to, mis-representation of products and services, fraudulent schemes, unsatisfactory product quality, failure to meet specifications, defective or dangerous products, unlawful products…”.
If the product you bought is prohibited in your country only, then this is you who carries all responsibility. You can try to negotiate with the seller and the Aliexpress administration to settle the matter. The chances you get a full refund are minor, but you can still try to return part of the spent money and send the product back (if the Customs let you do so, in some cases prohibited items are destroyed). You may be asked to pay the shipping expenses if the seller or Aliexpress agrees to accept the product back. We wish you good luck! We recommend checking the list of prohibited items before ordering.
I ordered two pairs of shoes on black friday sale from two different vendors. one pair arrived about two weeks later. now it is over a month later dec 29, 2019 and i havent received athe second pair. I checked my order on the website and its blank. nothing is showing up!
What do you mean by black? No order registered at all? If the order exists, no matter that there’s no info on it, then open the dispute. If not, then get the screenshot that confirms you were charged for the order and contact the Aliexpress team directly. The link to the support service is at the left bottom corner of the Aliexpress website.
An item (a macbook keyboard and panel) which was purchased on October 12th did not arrive. As buyer protection was about to run out in a few days time I opened a dispute on Dec 03 and the Aliexpress team suggested waiting 10 more days. In the meantime I applied for and received a further 10 more days extention from the seller. Waited for roughly another 2 weeks and yet the parcel did not arrive. When I then checked the tracking page it still states the parcel as being “In transit at country of origin” and the final track order states that the ” Parcel is returning to sender, please contact the carrier 2019-12-17 16:27:31 [GMT+8]”. As I did not receive the item and the item in question is apparently being returned to sender I applied for a full refund but Aliexpress got back to me with the “half refund” solution. Any ideas on how to get a FULL refund? Please note that the order was sent by AliExpress Shipping and there isn’t any issues with my delivery address (another item ordered from Aliexpress arrived perfectly)
What was the reason of partial refund? How did they explain their solution?
I ordered 3 headphones from a seller on Aliexpress and never received the package. It arrive at my post office, went out for delivery, and never made it to my house, stayed on “Out for delivery” for a month, at which point I started an inquiry with USPS. I did not know I could track it on USPS website, so I only used aliexpress, which is far less detailed. , The seller never responded to my proposals prior to buyer protection running out. I did not automatically win. Upon it running out he offered a proposal of I should go to the post office and get a lost parcel certificate. A certificate which does not exist. Instead I offered a resolution email that I received after my inquiry was complete. In it the post officer admitted “You did not receive your package” and how they are sorry. Not good enough for the seller (who always acted like he would give me a refund) or aliexpress dispute team. Apparently there are hidden rules for disputes. Forget buyer protection, that’s the nice terms they give to encourage ppl to shop and feel safe, like amazon. It is nothing like amazon. In the hidden rules, you NEED a certificate of lost mail from the post office. A document aliexpress must know doesnt exist for USPS. They are with the seller. Plain and simple. You can get a good seller, or a seller in a good mood, but beware that, if you seler wants to keep his or her money, they are keeping it, unless you have proof they never sent the package, or proof it was the wrong item. I have a feeling wrong item, might prove difficult too.
My seller was LuckLZ Audio Store. Buyer beware
Little can be done when the Buyer Protection expires. This is why we always recommend to check the timer and extend it when necessary. If the seller sent you a tracking number for the package, you can try to get the info on the non-existing parcel from the Chinese career. If they confirm they didn’t get the parcel, then you can contact the AliExpress team and say the store is a fraud.
I ordered two mobile phones on 11/11 sale, in the same order; the seller sent them separately, many days later, one on November 20 and the other one on November 21. The one sent on November 20 arrived well on December 2, having left the country of origin on November 25. The other one, though, left the country of origin only 3 days later (November 28) and still has not even arrived to the destination country! It’s been almost three weeks since that last update in the tracking. Is that normal?
Actually, yes. Such things can happen when the customs or shipping companies are overloaded.
It does not work like that, unfortunately. I still did not receive an item I ordered the 6th of September. The last trace of it was registered 24th September, when it “left the country of origin”. I opened a dispute 6th of November, the AliExpress team answered I have to wait for 10 days, when 10 days have gone they wrote “wait for 10 more days”, but then I never heard anything from them! Now it’s been over three (!!!) months since the seller dispatched my order, and still no item, no refund and AliExpress is totally ignoring me and the Buyer protection! That is a good service, indeed! I will never ever order anything from AliExpress!
Did you extend the purchase protection timer and escalate the dispute? If not, then do it asap.
Hi a seller from aliexpress haven’t sent my order instead this morning on the 18th of November 2019 she has put tracking number that say she sent my order on the 14th of November 2019 while there was nothing g sent then estimated delivery will be today 18th November 2019 there is no way Parckage will arrive from china to south Africa in a day.so I asked the seller and they tell me to confirm order even though i haven’t received it and only open dispute after,so my argument is that how to confirm received order if they have not sent my Parckage and I have not received it ?she says if i do that Aliexpress will refund me my money back .How i trust that
Of course, you won’t get a refund if you confirm you got the order. On average, the parcel is delivered within 2 weeks- 2 months. Check the Buyer protection timer and extend it if necessary. Check if the order can be tracked in your AliExpress account. If it is not tracked and the information in your account says the order was not sent, then open the dispute and put “Order can’t be tracked” as a reason for the dispute. Attach a screenshot from your Aliexpress account proving the order can’t be tracked, and you will get a refund within a week. Feel free to ask for more information in a comment if necessary.
Of course, you won’t get a refund if you confirm you got the order. On average, the parcel is delivered within 2 weeks- 2 months. Check the Buyer protection timer and extend it if necessary. Check if the order can be tracked in your AliExpress account. If it is not tracked and the information in your account says the order was not sent, then open the dispute and put “Order can’t be tracked” as a reason for the dispute. Attach a screenshot from your Aliexpress account proving the order can’t be tracked, and you will get a refund within a week. Feel free to ask for more information in a comment if necessary.
I opened a dispute because my package was sent to New york as the shipping showerd ny New York city, I contacted the seller which was no help I ordered the item early October but tracking showed it was signed for I got an email to say this aswell. When I opened the dispute I gave enough proof that I did not receive the package but it was invalid… I got an email to wait 10 more days but unsure about the dispute as I still have not yet got my package and the shipping is useless.
It was signed for? What do you mean? In case you don’t get the package, they should make a refund. Did you check the Seller Protection timer? Make sure it is not expiring, as if it expires, you get nothing.
My one is bit of a mystery. I ordered 4 items over a period of a couple of days. I have received 3 of those items. The 4th one was the first item I ordered and was an inexpensive glass protective cover for my mobile phone. I checked on the tracking a few times and it had left the country of origin and every indication was I would eventually receive it. Then on the 14 October there was a message left on the tacking screen to contact AliExpress Support Group and that is when my frustration began. I have tried several times through several links to obtain access to Customer Service which I resume is the Support Group but the links do not work. I then received a message from an outfit called Gethuman asking if I had an issue with AliExpress and gave me several link options to click on for a solution none of which got me to the Support Group. So I can’t put in a dispute as I don’t know if I am going to receive this item or it has been held up at NZ Customs. The simple solution would have been to be able to contact this support group and ask what the problem was. That I cannot do.
No, you don’t have to wait for anything and contact the Support Team. You have the right to open the dispute, so do it. If the tracking information is not available, you can ask for a refund and get it.
Aliexpress, can you check your sellers not returning the promised refunds.
Hello. You can always return the funds in case there’s a problem with the order through the Dispute option on AliExpress. Please let me know if you need any more information on the topic.
I paid extra for delivery within 16 days. It is now 42 days and still no news of delivery. After 20 days I emailed the seller to ask what was happening as tracking still said it was in China. Because I had paid extra for faster delivery I asked for my money back. He refused and said I must wait 60 days until he will consider a refund.
I opened a dispute stating that delivery should be within 16 days so I want a refund. AliExpress say my request is invalid and send me the same stupid email every Sunday telling me to check the tracking and my post office.
What is the point of paying extra for faster delivery if one still has to wait 60 days?
Once you choose to pay for faster delivery, make sure that the delivery time is stated on the order’s page, as well as the delivery method. In case you simply choose a more expensive option with no evidence on the settled delivery times, you can simply lose your money. In your case it’s worth checking whether a postal service was negotiated for this order. If you agreed to choose a definite one, and the parcel was settled with a different courier, you might try to fight for your rights.