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
By extending the delivery time the seller can avoid a dispute by the customer for ever.
I want my refund back from AliExpress I never received my item it’s like they taking your money and playing mind games with you I don’t care who run AliExpress I need my money back
This is my first time making a large order from AliExpress (POP MART); the status is ‘Shipped/Awaiting Receipt’ but has not reached US Customs. The last update was 19 DEC 2020 and the estimated delivery was 19 JAN 2021. I have 20 days before buyer protection expires. If I extend the time and it still does not arrive, can I still apply for a refund?
Yes, if you extend the Buyer Protection time, you will be able to open the dispute when it runs out.
I never received my order from alipress this about 4 or 5 time’s I never receive my order I will never order again from alipress
Ordered a phone screen since 26th of november 2020 and till now it has not been delivered. Estimated time of delivery was 31st of december 2020. Whwn ever i track the order it say parcel still on transit it will be delivered to you. How do i extend my buyers protection? Secondly i need a refund
If you need a refund, you do not have to extend the Buyer Protection. Open the dispute if the time of OK that: right before the Buyer Protection Timer stops or within 15 days after it does. Later you won’t have a chance to open the dispute and get a refund.
I purchased an item from Water Sprite and neither can I or the post shop can track my item. It’s really very frustrating and annoying I have contacted the seller but they are that Aliexpress will give me a refund. I have lost my job and I had to save my pennies to get the item. Too many dramas Aliexpress only has robots to answer my bloody questions. I can’t open a dispute coz I haven’t received the item.
Please check your Buyer Protection Timer on AliExpress. You can open the dispute within 15 days following the date it stops.
Ordered something worth $400. The shipment got suck in an intermediary node.
15 days before the buyer protection expires I asked the seller for more info – they said: “all is good just sit and wait”.
A couple of days before the buyers protection expired I asked the seller to extend it with 30 more days till the shipment arrives. The buyer refused.
I escalated and asked AliExpress to help – by opening a dispute.
The seller then
1. In a personal message told me to close the dispute and said that they would now extend the protection.
2. In the dispute: lied saying that my phone is not working and that the shipment is in my city and it is my fault – as far as I know DHL does not call you before delivering your packet – but even if it ever did my phone is in perfect working condition and I have had no messages nor calls.
AliExpress in the dispute ticket backed up the seller with no proof from them and asked me to proof that I have not received the package, even if it is perfectly clear from the tacking that it has not arrived.
Bottom line: I am out $400, I did not receive my package, and AliExpress backed up the seller without asking them for any proof.
The order did not come ($400), tracking said it is stuck in a delivery node in another country.
I asked for 30 days buyer protection extension from the seller – they refused.
I opened a dispute and the seller lied saying I had to go and take it from my local node.
Aliexpress ruled in favour of the seller, gave them my money without the package ever arriving and while it was clearly visible in the tracking it was not delivered!
I will try to get my money with a dispute in the bank and never shop from AliExpress.
its been 3 months since i ordered . from the second week there were problems . at transit. anyways for over a month it said it arrived at my local post office . i went there once . they said they have nothing . went again after a week and they said it hasnt even arrived in my country because they have no info on it . went a few days ago and still nothing . my dispute closed as the buyer is the winner . the aliexpress bot isnt working and wont help me with anything . please in the love of god help . what should i do ?
None of this is any help to me. I ordered and paid for an item, I never received any acknowledgment, receipt or tracking number and the website has now disappeared. The money however has been taken from my account.
Margaret Robinson.
The dispute section is not going through i need a refund my good went back to the selker 2
2 times it did not leave the warehousei need a refund this is frustrating
The dispute can be opened within 15 days following the stop of the Buyer Protection Timer. Later you cannot get a refund.
Orderdate- 9.11.2020
TrackinNumber:LP00417245813281
Additional-UA322803503SB
Package Status:Transit
Carriers:Sunyou
2020-11-29 12:09:54
India, Arrived at destination country airport .Why it’s stuck at arrive at destination Will I get any more updates? Or this is the last update,? Tried searching India post, consignment not found it’s showing pls help also I don’t know in which location my product is
Will I hey any update like out for delivery or parcel is at ur local post office etc?
Parcels can be stuck at airport sorting centers for some time. Also, in some countries, they assign local tracking codes to the parcels that arrive from China. So it’s better to inquire at your local post-office or the airport authorities.
Hello! Could you help me with a problem i have with aliexpress? I ordered a phone case on 28.08.2020 but untill today i still don’t have it. The thing is i opened a dispute for that but the “judgement” of aliexpress considered i cannot have the refund because the package has arrived to me. Otherwise i have to prove them i didn’t get the package or to contact the shipping company as if it is my job to talk with everybody in China just to get that f***ing case! How should i prove that??? I mean with what??? Not saying that the seller first told me i will get the refund because the package may have been lost, but then he didn’t reply to my messages at all. What’ the way to take my money back because that is not ok at all
1. The only way to get a refund on AliExpress is through the dispute. The sellers do not make direct refunds, it’s forbidden.
2. If the dispute is closed not in your favor, you lose an opportunity to get a refund.
3. The parcel is marked as delivered only when someone gets it. If the item arrives at your local post-office and you fail to pick it up within the set time, the parcel is sent back. Normally, refunds are not made in such cases.
Hi, My order #8018450519531521 has been paid on the 2020-08-18 and up to now I have not received it though it as yet. I even can not open dispute to ask for a refund as it has already expired.. I want to refund it but I cannot how to refund.
Hello. If the time set for opening the dispute expired, there’s no way to get a refund.
Dear can u help me I ordered item and seller ship it but where ever I enter tracking number that he give shows no information found and only global canino China shows it packed for picking up and no update yet what to do
Hi !
I ordered a set of figures form a store on Ali Express (originalas, no piracy). I am from Mexico and for years I have been buying toys, dolls and figures for my collection withouth problem. This time on my firs buy on Ali i’m facing a horrible experience. Customs office at my country retained the parcel and are demanding a special process , a process either DHL nor Ali seller are whilling to help me with. In desesperation I thought , better send it back to the seller before further problems. Then I fullfilled my dispute report , and explained. Also seller declared a wrong value of the parcel that also does not help me.
Ali express answered back stating; If the package arrive at the delivery office, please contact post office to pick up in time. Buyer should be responsible for any consequences of failure to collect items in time.
I did that, many times before placing the dispute. I even contacted the seller to notify him, they want to make it as it’s my fault, I get Ali does not protect the seller as ebay or amazon does . I feel hopeless.
Hello. Unfortunately, we cannot give any opinion without more details. You can write a post about your case and we will publish it in case it’s OK with our policy.
I bought many things from the same shop at the end of 2019, waited for long time and haven’t received anything until now. I thought the delay was due to pandemic, nevertheless I have discovered that the items were sent back to the seller (probably were held in the central post office in Brazil- not in the city I live in-, but without any warning at all. I had already did shopping at the same shop and it had also took long time to arrive but it had arrived at the end so I kept waiting that time too, given the pandemic situation as well…) .They could not help me when I contacted them and suggested that I got in contact with the help center of Aliexpress. I tried to do so, however it is not so user-friendly, that is, it is all automatic and there is no option that suits my situation. I can’t seem to find an email address to explain my situation, which is upsetting. I had a similar experience in Banggood, but everything was much easier there, the after-sale policy seems to be working much better: I could send an email easily, got a response with several solution alternatives and was refunded fully -including the shipping payment. Reading several messages in this blog, I am almost sure I lost all my rights and money with these items in Aliexpress. I just needed to explain my problem to someone, so please excuse my long message and thank you for your explanations.
Hello. If the Buyer Protection Timer didn’t expire, you can get a refund. Please email to mberkutova@megabonus.com if you need assistance with that.
Never got the item I ordered. Aliexpress internal tracking shows it ‘delivered’, but USPS and PitneyBowes, the 2nd and 3rd leg partners, their tracking shows it stopped moving somewhere. I filed the dispute but Aliexpress declined giving me refund using their own tracking result. I see the case is still pending regardless of that decision and I’m wondering what I can do further. I filed a missing package case with USPS and I’m waiting for the results.
Hello. The tracking numbers must coincide. They cannot use a tracking number different from the one you got from the seller to resolve the dispute on AliExpress. This is the ALiExpress team, not the seller that decides when you escalate the dispute. Did you escalate it?
My order #8011896970367094 has been paid on the 27/03/2020 and up to now I have not received it though it as yet. I even can not open dispute to ask for a refund as it has already expired.. I tried calling the seller but there isn’t any feedback.
Dear Namba, you should have opened the dispute within 15 days following the stop of the Buyer Protection Timer. Now, as you have run out of time, you cannot open the dispite and get a refund anymore.
I am waiting for my order#2816908234187279
Hi, I’ve order in aliexpress last April 24 and until now it didn’t arrived yet and the tracking shows ” Import clearance Failure” but I already got a full refund from ali. The seller contacted me and ask to return the money if k received the parcel. Do i really need to? I hope you can help me, I’m worried that custom will charge me so much since the parcel is still held by them. Thank You
You are not obliged to send anything back.
I ordered something on Ali Express since June and the estimated delivery date given was July then it was extended to August and now the it’s past the date and I still haven’t received my package what can I do
You can open the dispute within 15 days following the date when the order was closed. You cannot get a refund later than that. Go to the View Detail page of the order, scroll the page down and press the Open Dispute button in case you haven’t run out of time for filing a dispute.
I ordered a item off Aliexpress on May 11th. It got shipped May 12th.
I still haven’t received it to this day. It is being sent Singapore Post/4PK. Last tracking result is from Jun 26th of it entering the states.
The seller did extend the purchase protection time till the 29th of this month.
Still worried it won’t arrive to my home. I need a second opinion. Yes it is going to the USA.
The chance the parcel doesn’t arrive exists, so check the order status regularly and open the dispute right after the order is closed if you don’t get the parcel before that.
We ordered a set of figures from Halloween 3 from Ali Express 77 days ago!!!!!!!!! We’ve opened a dispute, no response. We contacted seller, no response, the set was $100 and no package in sight. We feel so robbed and no one will help us?? Please, what can we do?? The last tracking said it landed in Toronto 3 weeks ago and nothing since. The order is so old now my tracking apps have moved the order into archives because it obviously should have been here by now in Saskatchewan. I’m so upset, hard earned cash is gone and no one will help us??
There are always answers in disputes. Read this article for more details.
Seller and Ali Express will no longer respond to an order of over $400 AU not received. The seller actual never sent the items.
Promised to resend but has not. Unable to open a dispute.
Lost money and there are other orders I fear are going to end up the same. No more AliExpress
Hello. Sorry to hear about the issue. It’s very important to open the dispute within 15 days following the date when the order was closed. Otherwise, you lose the opportunity to get a refund.
I ordered a product on 31st may 2020 which was shipped four days later, the estimated time delivery was from June 25- July 24. When the delivery time elapsed it was written on the tracker that if goods did not arrived on 2nd Aug i should contact support center. On July 21st I opened a dispute that i have not received my product till now the seller has not responded and the dispute is still in progress. Today the 3rd of Aug, i checked the tracker and i saw that it has changed to ORDER COMPLETED whereas i have not received my product. What else can i do please? Thanks
Hello. What offer did you get from the seller in the dispute? You had to reject it to proceed with the dispute.
the seller has not responded to the dispute. what he said via the message app on the platform was that the product is still in transit and they will respond to the dispute later
If the seller doesn’t respond to the dispute, it’s closed in your favor automatically. Please check this post to make sure you did everything right.
The last 3 orders I’ve made with Aliexpress this year never arrived, and I never received a refund even though the sellers claimed they refunded me. What can I do to get my money back?
You can only get a refund through the dispute as this is Aliexpress, not the sellers who return you the money. Please mind it. If the orders were completed less than 15 days ago, open disputes for them. If not then you cannot get refunds for the orders.
Just a curious question
I bought something on Aliexpress and it got shipped 4PX Express. All it is is a kids toy.
It’s tracking showed on May 19th that it got handed over to airline and on June 26th it showed many messages saying that it got dispatched to USA.
The seller reached out to me recently saying that the item has been in transit for too long and i should be wary. I told them to extend the purchase protection.
I still haven’t receive the item to this day. The purchase protection got extended to 08/29/2020. Order was made on 05/11/2020.
Please wait till the end of the Buyer Protection Timer and open the dispute right after its stop.
Καλησπέρα!
Έκανα μια παραγγελία στο Aliexpreess αρχές Μαίου ως επισκέπτης και όχι από την εφαρμογή.Δεν έχω παραλάβει τίποτα και δεν έχω ιδέα που μπορώ να δω που βρίσκεται η παραγγελία μου.Τι μπορώ να κάνω?
Ευχαριστώ Πολύ!
You cannot make an order on AliExpress without a registered account. Please try to remember what details you used to sign up, restore your password, and check your order status in the My Orders section.
I purchased an item and halfway the shipment cancelled. I had open a dispute since 10 July 2020, to cancel my order and get full refund. Till now, there’s no reponse from aliexpress proposal. What should i do now?
Please send the screenshots from the dispute to mberkutova@megabonus.com. Did you timely reject the seller proposal in the dispute? Also, check this post.
Hi, the parcek arrived to cuayoms with DHL but customs office wants extremely high amount of money from me, so I cannot afford the product anymore. I did not receive the parcel. What to do now? Thank you.
My parcel has been stuck for over one month at least on departed coutry of origin and there is only 12 days left. What should I do?
Ask for the extension of the Buyer Protection Timer if you are going to wait more or open the dispute about 10 days before its end.
I ordered something on 27th of February and the package did not arrived in time. The seller extended it once in april and when it didn’t arrive by that time I asked to extend again and the response was “Please cancel the dispute, because the dispute has a great impact on me. Sorry to keep you waiting.” After almost 5 months of waiting I got refunded and today 20.07.2020 the package arrived. So my question is what to do? Do I contact the seller to return him the money or contact AliExpress?
You can just keep the product (as the seller made you wait quite long, they have to bear the risks in this case) or contact the seller and transfer the funds for the product to them. It’s up to you to decide. AliExpress will not be a part of the negotiation, so be careful not to bear additional expenses!
What do we do when AliExpress ask to provide an evidence that the goods have not been delivered ? If I receive an item I can take a picture to show that it was received, but if I don’t receive any item, I have not evidence to provide & the post office does not provide certificates for this type of situation. Asking the buyer to provide an evidence that the goods have not been delivered seems illegal (and does not make any sense) but AliExpress still use that to avoid answering the dispute. What are our options then ?
The only way out is to get an official answer from the post-office or the shipping company. It does not have to be a certificate. Try to get any type of a written response, i.e. an answer from their corporate email box.
I ordered the products because it says that I can receive my products in 2 weeks. (A waist bag and a tennis shoes ) So I paid by credit and waited for 2 weeks …….no news, I checked my order and now it says I need to wait for 3 more months, yes 3 F%$&#ing months. Wanna bet if I can get my products after 3 months?
We are sorry to hear about the problem. Always double-check estimated delivery time on the product page! The only thing you can do now is waiting (in case the products were not shipped, you can ask to cancel the order) and checking the tracking info regularly.
I purchases from AIRTOY @ AliExpress order 8013533300628717 $93.55 visa on May 3
On June 11 they asked me to can el my order saying they had logistic problems (5 weeks after charging my visa account). I did and on June 12 they agreed to refund me. We are 25 business days after and my refund has not reached my visa, my bank checked and nothing has been done. Where is my money? They have had my money for 11 weeks!
If you cancelled the order before the order status was “Waiting Delivery”, it’s fine. If not, you should have opened the dispute to get a refund.
I purchased something on May 2, on June 11 they sent me a message saying that they could not ship my order for “logistic problems” (it took them almost 6 weeks to figure that out). They asked me to cancel my order to get a refund, I did. More than a month (25 business days) have passed and I did not receive my refund. I phoned my bank they said that they have not received any refunds to my visa account.
AliExpress 8013533300628717 $93.55 Hoomeda
Seller AIRTOY, very disappointed after years of shopping at AliExpress!
So, the status of the order was “Waiting Shipping” when you cancelled?
So, the status of the order was “Waiting Shipping” when you cancelled?
I have received some items I
had ordered from a seller, but I am missing several things, I have contacted them and they say not to open a dispute but they will contact AliExpress to refund me, is this right?
No, you can only get a refund when you open the dispute on your side.
Hello, I ordered several things from a seller, but I just received half of it, I am missing several things, should I open a dispute? I only saw two options though “refund and return items” and “refund” and for the “refund” it says I will only get partial refund, which I think is unusual since I never received those items and it wasn’t my fault, did the seller do this on purpose so they would only have to return partial refund, not everything? Can someone please help me? I really don’t want to loose my money.
Yes, you should open the dispute. Try opening the dispute through Eva and see what comes out.
I ordered a lot of items but buyer did not send at least 50 of the items in the package ( they said they would send with next order!!). I feel let down and do not want to deal with this buyer. Can I cancel the complete order and return the goods they did send?
You can, but in this case, you may have to pay the shipping expenses. Check all regulations that may apply and contact the seller first.
My order arrived destination country 35 days ago and still haven’t received it, I contacted the seller he said It has arrived my destination country I should contact my logistics provider, I went to my local post office and they haven’t received the package and my buyer protection is running out
Check the tracking number using several tracking systems. These days, some parcels can be marked as “Arrived at the destination country”, but they are actually stuck at logistics centers or the customs.
I haven’t received my order although it says that my order is complete. When i try to open dispute I get this message: Our records show that your order was recently shipped and is currently in transit. For this shipping method, no tracking information will be provided in your destination country. “According to our past experience, the majority of the packages will be delivered within the time frame promised by the seller. If your package does not arrive by , please open dispute and we will handle this immediately. We appreciate your patience.” There is no date specified by which my order should be delivered and I don’t know what can I do? Please help
The delivery time is the same as specified in the order status field to the right of the order. Please check it.
Hello. I haven’t received order. Seller asks me to open dispute with reason “wrong address”.
In that case he promised me to return money. What should I do? Open dispute with reason “wrong address” or with real honest reason?
Open the dispute with the real reason. This is AliExpres, not the seller who makes refunds. So do not accept such fake offers.
I ordered Face masks worth over 300 pounds and they still have not arrived I opened a dispute aliexpress said they will come up with an solution in 11 days but it has been 3 months they are keep on extending the buyer protection and also i dont need the item anymore beacause it has been over 3 months you can get it cheaper somewhere else so how an i get my refund?
When the dispute is open, the Buyer Protection Timer stops. Please check this guide.
My order was completed but I didn’t received my order. I opened a dispute and the seller just replied with a screenshot showing that the product is in delivering and asking me to cancel the dispute. What should I do? I want to cancel the dispute only in case I receive the order in the meantime but I’m not sure if this is the correct way to process. Could you please help?
Do not agree to the seller’s offer, you will lose your money this way. Please check a similar case explained here.
Hello, I ordered an embroidery kit months ago that never arrived, I opened a dispute. Given that I really want the product, should I end the dispute only if they give me the new tracking number for the new order ? Or does that make me more vulnerable to scamming ?
Yes, it makes you more vulnerable to scams. Get a full refund and wait for the order to arrive. If it doesn’t, make a new order. If the item was sent, you will get both the product and the refund.
I have placed an order, but was delivered to wrong address. Ali said that is invalid because it was delivered, so, no refund.
What to do then?
In case you stated a wrong addresss and someone did manage to get your parcel at a wrong address, I don’t think there’s something you can do about it. You can only file a case against the person who got the parcel. But you must study the laws of your country to be sure.
My order was completed, and my protection time is less than 3 days and I didn’t received my order.
Open the dispute. You can do it within 15 days following the order completion.
I ordered on 13 april yet not received and after protection time of 60 days i launched my dispute then the seller didn’t accept my dispute and he said due to COVID the protection time is increased to 90 days and I’m still waiting but now the status of the dispute is showing “FINISHED” but i haven’t got my money back and Ali Express is not giving a valid response. Kindly let me know further information what i need to do more now.
When the seller rejects your evidence, AliExpress steps in and decides. Was it so in your case or…?
When the seller rejects your evidence, AliExpress steps in and decides. Was it so in your case or…?
I ordered on 13 april yet not received and after protection time of 60 days i launched my dispute then the seller didn’t accept my dispute and he said due to COVID the protection time is increased to 90 days and I’m still waiting but now the status of the dispute is showing “FINISHED” but i haven’t got my money back and Ali Express is not giving a valid response. Kindly let me know further information what i need to do more now.
You can open the dispute for a finished order within 15 days following the order status change “Finished”. Check the full guide to such cases here and hurry up to open the dispute!