How long does a dispute on Aliexpress last? Conducting a dispute on AliExpress

Any transaction on the Chinese online platform Aliexpress has certain protection. If something suddenly goes wrong with the order, the buyer can open a dispute and put forward his demands to the seller. It is only important to do it correctly, clearly knowing after how many days you can open a dispute on Aliexpress.

If you are interested in the question of how much to open a dispute on Aliexpress, most likely you had to deal with one of the reasons why you need to do this. A dispute on Aliexpress is also called a dispute. You can open a dispute on the world-famous trading platform if:

Didn't receive the ordered product. The order may not be sent by the seller at all (if he turns out to be dishonest) or may get lost during its journey to you. Such cases are not uncommon, so the buyer has the right to open a dispute after the delivery guarantee has expired. This is approximately 60 days after the merchant dispatches the order. If an open dispute was resolved in your favor, your money for the goods was returned, but it still arrived, then it is better to honestly inform the merchant about this. He will issue an invoice, which you will pay, after which you will live with a clear conscience.
We received the goods, but they were not the ones we ordered.. For example, instead of a case for iPhone6, there was a case for iPhone5.
Received a defective product. This also happens often, because the product is still made in China. And this is worth taking into account.
We received the product with damage. Surely, transportation rules were violated, so it is quite appropriate to demand a refund. After all, you expected a product of proper quality, safe and sound.
Received an item that does not match the specified size or color. If you took the correct measurements, indicated the correct size of clothes or shoes, and in the end you received a completely wrong size item, then you can safely start a dispute with the seller.
Received less quantity of goods. For example, you ordered 3 pairs of shoes, but received only 2 pairs. Feel free to open a dispute and return the money paid for 1 pair of shoes.
We received a product that is missing some components. For example, when ordering a cell phone, it was indicated that a charger was included, but in the end there was no “charger” in the box with the phone. You need to open a dispute and request a refund.

To win an open dispute, it is important to provide the correct reason for opening it. Having started a dispute, you will need to provide Aliexpress mediators with certain evidence that you are right.

How many days in advance can I start a dispute on Aliexpress?

So how many days in advance can you open a dispute on Aliexpress if, for example, the goods did not arrive or were of poor quality? A dispute opens:

only for a valid order that was paid for by you and sent to you by the seller;
no earlier than 5 days after the seller’s note about sending the order;
no later than 15 days from the moment the goods were delivered or the button to receive the order was clicked.

But you shouldn’t wait until the last minute and wait for the goods to arrive any minute. It is better to think about the problem with the transaction at least 5 days before the protection ends. Its duration is important here - if 60 days are allotted for this, then you should think about returning the funds paid for the goods after 55 days. To open a dispute, you need to click the appropriate button and fill out the form provided.

There is no point in opening a dispute when the protection period is still quite long. In this case, the supplier will absolutely ask you to be patient and wait, and may also increase the order protection period by another ten days, causing confusion among the buyer.

And if previously it was possible to open a dispute only until the order was closed, then since 2015, a payment verification function has been provided for buyers. If you do not follow the terms of transaction protection, the order does not arrive within the specified time frame or turns out to be defective, then it is possible to open a dispute within 15 days from the moment the order is closed. The main thing is not to miss this time in order to successfully return your money.

How long will the dispute last?

If it so happens that you had to open a dispute, then its duration depends on both the seller and the buyer. Sometimes a controversial situation on a well-known Chinese site is resolved within 3 days from the moment the dispute was opened. But it can drag on for a much longer period. The maximum time to resolve the problem is 90 days. During this period of time, the unpleasant situation regarding the transaction is resolved by Aliexpress mediators, who consider the arguments of both parties to the transaction.

Now you have information about when and for how long you need to open a dispute on Aliexpress. This will allow you to act in a situation that is not in your favor when making a purchase on a Chinese site much more confidently. This is especially important for novice buyers, who often have many questions when ordering goods on Aliexpress.

The parcel is still on the way - how many days in advance should I open a dispute with the seller?

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From this article you will learn how to open a dispute on Aliexpress step by step instructions. I will tell you everything with examples, how to open a dispute, how to return money if the product is defective, etc.

Today my watch arrived for $1.08. I knew that there was a high probability that they were of low quality, but I didn’t pretend to be more. The main thing is that they work. But as it turned out, the product was defective and the seller decided to cheat me, but that was not the case, I am opening a dispute, showing you with examples, and I will record every step I take, so that you can use my example to return the money if your product does not correspond.

Dispute, also known as Dispute, is a function introduced on the Aliexpress platform to protect consumer rights. For example, if you received the wrong product that you wanted, you have the right to open a dispute, while explaining to the seller that his product is not of high quality and you want to get your money back. Or, for example, the goods did not arrive, and you also want to receive a refund.

You can demand either a full refund or a partial refund. It all depends on the condition of the goods or on the reason for which you opened a dispute. Of course, if the item is damaged but can be repaired, you can request a partial refund. If you have not received your parcel at all, then you have every right to receive 100% of the amount.

To do this, you need to state the essence of your problem as best as possible, take a photograph, record a video, and correctly describe your problem. The more evidence, the greater the likelihood of a refund.

How long does a dispute on Aliexpress last?

First there are negotiations between the seller, which take up to 15 days. If within 15 days the seller has not put forward normal offers, then the buyer has the right to escalate the dispute, which takes another 30-40 days. An aggravated dispute is when the support of the Aliexpress administration comes into the problem. And only she makes the decision; neither the seller nor the buyer can dictate their terms in the event of an aggravated dispute.

Reasons why you can open a dispute

There are simply a lot of reasons why you have the right to open a dispute, I have listed some of them below:

The goods did not arrive;
The product is defective;
Does not match the description;
Another color;
Wrong size;
And so on.

For whatever reason you open a dispute, the likelihood that you will win it is high, the main thing is to prove that the product is not the same as what you ordered.

How to open a dispute on Aliexpress step by step instructions

And so to open a dispute on Aliexpress, we need to go to the section "MyAliExpress" Further " My orders"Next, look for the product for which you want to open a dispute and click the tab "Open dispute" :

1) Have you received the ordered goods;
2) Refund amount;
3) Do you want to return the product to the seller?

And you should describe the essence of your problem in an empty window; below I will show you what it looks like. You should tell as briefly as possible, but at the same time clearly, what happened to your product. All this is in English. There are no problems if you use a translator like translate.google.ru or translate.yandex.ru, since they do their job very well and a native speaker of a foreign language will easily understand you.

You must also attach photographs weighing no more than 2 MB and in jpg, jpeg, bmp, gif, png format only. If the photos do not convey the essence of the problem, you can also attach a video weighing no more than 500 MB. Video format supported in 3GP, MP4, MPV, MOV, RM, RMVB, AVI, MPEG, WMV, DAT, VOB, FLV.

In general, I really liked how the site itself shows and tells how to correctly prove that you are right using the link. activities.aliexpress.com/adcms/help-aliexpress-com/Gathering_evidence.php For now it’s only in English, but in the future I think it will be translated into Russian.

And so let's begin the step-by-step instructions using my example. And so the first thing they ask you is whether you received the order, I click “Yes” because I received it:

I ordered a watch, but they were not working and very poor quality. The fastener does not hold. Please return my money. Photos and videos attached.

What is translated from English

I ordered a watch, but it turned out to be not working and of very poor quality. The fastener doesn't hold. Please return my money. I attach photos and videos.

In my case, I uploaded photos and videos of the watch not working:

After downloading:

You can also negotiate with the seller to resolve the problem.

Just a moment!!!I have already written about this and that, these are the articles that will help you with some of the problems that you may encounter;

This dispute has not yet been resolved and I will continue to expand on all stages.

You can also watch a video on how to open a dispute on Aliexpress:

0°

If you have problems using the services of the Aliexpress website, you need to replace the product or the package has not reached its destination, you need to know how to file a dispute on Aliexpress.

Reasons for opening a claim

Among the most common reasons for opening a claim:

The parcel did not reach you within 50-60 days;
More than 60 days have passed for the delivery of the goods, but it is still not there;
The parcel went to the destination country and disappeared, that is, it is not tracked, which is mandatory;
The order arrived broken or not properly completed;
The item is the wrong size, color, material;
The tracking number says that the package disappeared halfway through and it never actually reached the post office.

When is it “time”?

Despite the fact that a dispute helps to solve a problem with the seller in most cases, you should not open it immediately as soon as you have any suspicions. You need to be patient with postal delays in China and other shipping nuances. And when will that “time” come?

You can start a dispute on Aliexpress in about a week, or better yet 9-10 days after the merchant sent the parcel. This will be indicated by changes in the status of the parcel and the appearance of a track code to track the order.

The deadline for opening a dialogue-dispute is 2-3 days before the end of the product protection period. After the allotted days for protection have ended, the order is automatically considered completed, the money will be transferred to the employee and it will be very difficult to do anything later.

How to create a discussion?

Creating and maintaining a dispute includes several simple steps:

Further actions

As soon as you have opened a dispute, the other party to the conflict will receive a message about it. The Chinese employee is given 5 days to make a decision and respond.

If he does not meet the deadline, he automatically loses the dispute, loses his earnings, and your funds will be returned back.

But usually wholesalers still take part in the discussion, and there are several options for the development of events after their answer:

The seller agrees to the customer's requirements and returns the money. In this case, the discussion has no continuation;
The merchant will refuse a refund and offer his own solution. Most often, it is a trick from the seller, that is, he will change the refund amount to 0 and hope that the buyer is inattentive.

In the second case, the order status will change to awaiting a response from you, and not from the seller. There will be 3 buttons next to the order:

Accept, which means agreement with the terms of the “Chinese side”. You should use this button only after making sure 10 times that the amount to be returned suits you;
Edit—allows you to re-set the required parameters and the amount to be refunded. This action is similar to opening a dispute, you indicate what you want, wait for the response of the other party to the dispute and make your decision;
There is no point in canceling the dispute until you get what you have in mind. If the button is pressed accidentally, it is possible to resume the dispute. The main condition for this is the availability of time on the product protection timer;
Aggravate - a decision that is made in the event of complete and constant disagreement of the seller to return the amount. Translating the dialogue into a complaint means transferring all powers to the administration of the trading platform.

Transfer of powers

If you still can’t resolve the situation, as they call it, quietly and you don’t see the point in arguing on Aliexpress, you need to escalate the dispute.

After clicking on the escalation button, the order status will change to escalated.

A confirmation letter will be sent to the mailbox specified when creating your personal account stating that the moderators have accepted the application for consideration.

Now we just have to wait for the administration's verdict. This may take a couple of days, or maybe a couple of weeks. The maximum period among existing examples was 60 days. It all depends on the workload of the moderators.

During this time, it is strongly recommended to check the page on the site frequently, since administrators may require additional comments from you, photos or videos. You are given a limited time to respond, specified in the order details.

When the decision on the dispute is made, another letter will be sent by email with the decision. And in the disputes and returns section, the status next to the product will change to “closed”. The amount to be returned will be indicated next to it (if the exchange has decided to return your money).

In the section with all orders there will be an inscription that the payment is awaiting confirmation, a little later that the payment is being processed and, ultimately, that the action is completed.

You can track the movement of money back in the order details. At the top right you will need to click on the payment button:

We see three sections in front of us: the total amount, the payment received and information about the refund, select the last one;
It contains an orange construction circuit. Three buttons with signatures of dates and corresponding states of money. These three buttons will be connected in turn by two lines as each element of the chain is completed: reimbursement, processing of funds and full transfer of them back.

This happens within 8-10 days after the verdict is rendered. You will be notified of the receipt of money by a message to your phone or email.

P.S. Friends, when shopping in online stores, be sure to use. As they say, if you save, you earn it!

With this I want to say goodbye to you, happy shopping everyone!

When ordering goods on Aliexpress, sometimes it turns out that you get a pig in a poke. There was one thing in the picture, but the shipment turned out to be something else, or the package did not reach you at all. Today we will look at all the intricacies of conducting disputes on.

Opening a dispute means clicking the appropriate button on the order page and submitting your claims to the seller. A dispute is a method specially developed by the platform for resolving conflicts between the seller and the buyer.

A special feature of the system is that until you click the “Confirm receipt” button, your money is on the platform, that is, with a third party. If you are satisfied with the product, the money will be transferred to the seller’s account; if not, then part of the funds or the entire amount will be returned to you. Thus, the system insures all your purchases against defects and unscrupulous sellers.

Reasons for the dispute on Aliexpress

There may be several reasons for the dispute, the main ones are:

the goods did not arrive
bad quality of product
incomplete order arrived
the seller mixed up the contents of the order
lack of declared components
the seller used a delivery service not stated in the description

That is, any deviation from your expectations may cause a dispute and the return of the entire amount or part of the money.

How long does it take to open a dispute on Aliexpress?

It is necessary to open a dispute for the reason “the goods did not arrive” before the end of the protection period; usually, if there are 2-3 days left before the expiration, you can start a dispute and demand your money. Sellers undertake to deliver their goods by a certain date and failure to fulfill these obligations is a reason for a refund.

If you are confident in the seller or his assurances, then you can extend the protection period; perhaps during this time the parcel, if it was actually sent, will have time to reach you. But, unfortunately, there are common cases in which dishonest sellers do not send the goods at all, hoping that you will forget about tracking the protection period and the money will automatically go to them.

Often shipments without a track number are lost in transit, but you are not obligated to pay for all these troubles, this is the seller’s risk.

Please note that you can open a dispute no earlier than 10 days after sending the goods!

How to open a dispute on Aliexpress if the goods have not arrived: step-by-step instructions

According to the new version of the site, to open a dispute you need to go through the following steps:

Click the “Open dispute” button on the product order page.

Choose from two options: “refund of money” (if you did not receive the goods at all or do not intend to return them) or “return of goods and money.” In the second case, it is worth considering that you may have to pay the cost of return shipping and, if shipping from China costs a penny, then the Russian Post may charge you a tidy sum.

Next, you need to fill out a simple form, where you indicate whether you received the goods, the amount you want to return and leave detailed information. The new form has made it mandatory to attach evidence. In this window you can attach a print screen with tracking of the track number of your order.

Click the submit button, and all data will be registered, the seller will receive notification of a new dispute.

How to dispute on Aliexpress?

Now you need to track the progress of the dispute in the “Open Disputes” tab in your profile. After reviewing your request, the seller will offer a solution and now the system will give you time to accept or refuse it.

Notifications about changes in dispute status do not arrive by email, so be careful. The seller may offer a solution that does not suit you and you need to promptly let you know about it.

If the seller and buyer could not come to a common opinion, then after 7 days the dispute enters the aggravated dispute phase. Now you can transfer the resolution of this issue to the site’s mediators, who will consider the evidence of both sides and make a fair decision. It is worth noting that the consideration of an aggravated dispute may take a long time; an accelerated procedure is available only to holders of A4 purchasing status.

What to write in a dispute on Aliexpress?

In a dispute, you must describe all your claims in detail and clearly, you need to write in English, in simple sentences, then Chinese sellers will be able to understand you. There are several description options for you.

The goods did not arrive

Until now, I have not received the product. According to sellers assurance of full refund if goods not received in 60(90) days, I ask to return my money.

Until now I have not received the goods. According to the seller's assurance of a full refund, if the goods are not received within 60 (90) days, I ask you to return my money to me.

In this example, you need to select the number of days according to the information on the product page.

You are dissatisfied with the quality of the product

I am not satisfied with the quality of my order. You could see the reason on the photos. I ask to return my money (I ask to send me another item).

I am not happy with the quality of my order. You can see the reason in the photos. I ask for my money back (I ask for another copy to be sent to me).

You need to choose the option that triples you.

How to cancel a dispute on Aliexpress?

If you were able to agree with the seller and come to a common solution that suits you, you can close the dispute by clicking the “Cancel” button on the “Open Disputes” page. In this case, the seller will not lose his precious points and will be very grateful to you.

If your order did not arrive, and the seller managed to convince you to close the dispute (promising discounts in the future), then carefully check the protection period so that you can open the dispute again before it expires. A new status “Dispute closed” will appear on the disputes page.

How to reopen a dispute on Aliexpress?

You can reopen the dispute before the order protection period expires if it is still in transit and even after it has been received and confirmed. For example, during operation it turned out that your product does not meet the declared characteristics, less power, unpleasant sound, problems with the speaker. You can resolve all these issues by reopening the dispute and demand compensation from the seller for the defective product.

How to win a dispute on Aliexpress?

The rule that the buyer is always right on the site is followed unconditionally, so the vast majority of disputes are resolved in favor of buyers, because this affects their disposition to further purchases on the site, and therefore their profit. If you are sure that you are right, you can easily and quickly get your money back.

What to do after the dispute is closed?

After completing all stages of the dispute, you will receive a letter informing you that the seller has happily confirmed all your claims. The funds will be returned to you within 3-7 business days, depending on the speed of your bank.

Usually, if the dispute is closed due to non-receipt of the goods, the seller will write to you that he will be extremely grateful if you still receive the goods, pay its cost, and, of course, give it 5 stars. If such a situation happens in reality, then everything depends on your honesty.

History of the dispute on Aliexpress

Thanks to innovations on the site, it has now become much more convenient to track the history of the development of the dispute. The table reflects the actions and responses of the two parties on both sides, making it easy to find the desired event or phrase. The entire history of the dispute will be visible to the mediators of the site when the dispute escalates.

Who is affected by the dispute on Aliexpress?

As you know, sellers really don’t like disputes, low scores and negative reviews. The dispute itself will not in any way affect the seller’s rating in the system, but an aggravated dispute will attract unnecessary attention to it from site mediators. Poor quality goods, delays in shipping and negative reviews about the work may cause removal from the site.

Of course, resourceful Chinese easily “move” to another store, but you need to start all over again and earn a reputation anew. This is why there are so many empty stores on the site and you can often find broken links to products online.

The number of disputes does not affect the buyer in any way; no sane seller will refuse to send you the goods if you place an order with them. Opening a dispute is your right, and no one can deprive you of it.

How to avoid a dispute on Aliexpress?

People who are non-conflict by nature try to avoid disputes in both real and virtual life. Arguments, claims, proceedings, dissatisfaction - all these words are associated with negativity and negative emotions. Of course, the easiest way is to avoid a dispute; to do this, use a few tips:

Read the reviews carefully! Usually, buyers who have gone through the dispute system write honestly about the behavior of the seller: did he immediately agree to return the money or did a lot of time pass, or did he have to resort to escalating the dispute.
Write to the seller before opening a dispute, perhaps your problem can be resolved peacefully. The seller will appreciate the human approach and will also make concessions. Your correspondence history will be saved in the system, and as a last resort, you can attach it as evidence.
Choose trusted sellers. The higher a store’s rating, the more it values its reputation; evaluate the percentage of satisfied customers.
Choose your own delivery method. Most often, problems arise with the China Post Ordinary Small Packet delivery service (regular delivery without track), a small parcel is very easy to get lost, and it is completely impossible to track it. To avoid worries, choose a more expensive delivery (for example, China Post Registered Air Mail), you may have to pay an additional 80-100 rubles, but you will be sure that the parcel will reach you.

Frequent problems when conducting a dispute

In theory, everything is usually clear, but in practice you may encounter a number of problems that can be easily solved if you choose the right approach.

There is no “Escalate dispute” button on Aliexpress

According to the new rules, escalation of the dispute is not possible for one of the parties; it occurs automatically after 7 days, if the dispute has not been closed by its participants. Previously, it could take a month for mediators to consider a dispute; now it is stated that it will take no more than 7 days. That is, the longest dispute can last only 14 days. Time will tell how this will happen in practice.

The seller asks to close the dispute on Aliexpress

90% of sellers will ask you to close the dispute and wait a little longer (if the product has not arrived) or accept compensation in the form of a future discount (if the product is of poor quality). In the first case, it all depends on your patience; if you are willing to wait, you can extend the protection period and agree with the seller. As for the second, it is highly doubtful that you will order more from this store if you have already received one bad thing, so hypothetical discounts are unlikely to be useful to you, but your money spent on consumer goods must be returned.

Aliexpress dispute time is running out

Typically, each party is given 4-5 days to formulate a response and collect evidence. In order not to delay, try to answer immediately, especially since you have all the evidence in your hands.

The seller on Aliexpress rejected the dispute

This is a common tactic designed to stall for time and force you to abandon the dispute. Don't give up, refuse the seller's decision and continue the dispute.

The mediators made a decision not in your favor

If the site’s mediators supported the seller in a dispute, do not immediately despair. If you believe that your rights have been violated, feel free to appeal their decision.

New form of dispute on Aliexpress: what to expect?

You can open a dispute even after confirming receipt of the goods. This change is for the benefit of all buyers, because now there is no need to be afraid and monitor the buyer protection time (in which previously it was necessary to have time to open a dispute). Now you can compensate for any disadvantages identified during operation by returning part of the funds.
Now a dispute at the buyer-seller level can last only 7 days; if a solution is not found within a week, the dispute automatically escalates.
Added tips at various stages, recommendations for the correct presentation of evidence.
You can make 2 proposals for the dispute that would suit you.

Shopping on the Internet has its own specifics, which is that you cannot fully evaluate the item before purchasing. To compensate you for the risks, the platform goes to great lengths, maximally protecting the buyer from defective goods, delivery problems and unscrupulous sellers, shifting all these troubles onto the shoulders of the stores.

If you bought a low-quality product, then you can easily get your money back through the dispute system; you should not be afraid of this or be embarrassed about hurting someone’s feelings, because you would not have purchased such a product if you had seen it before purchasing. Happy shopping, honest sellers and easy disputes!

Video: How to upload a video to Aliexpress in a dispute?

We are all looking forward to parcels from Chinese Aliexpress. But they don’t always arrive at the right place or take a very long time. If the seller does not respond to your personal messages or the buyer protection period is coming to an end, then it’s time to open a dispute.

When does a dispute open on Aliexpress?

When placing an order, in your personal account, you are notified of the period during which a particular product should arrive. Typically the maximum period is 60 – 90 days. After payment and dispatch, you are provided with a tracking number by which you can track the parcel, first in China, and then in Russia (provided that the desired delivery has been selected). Usually you can see the movement on the website after 14 days (sometimes earlier). But many sellers prefer to save money and provide an incorrect code (track number) or trackable only in China.

There are several reasons for opening a dispute:

track code is not tracked for more than 3 weeks;
The track code is being tracked, the package is on its way, but the protection period is ending.

In the second case, many prefer to personally write to the seller and ask to extend the buyer protection period. Be careful, if this period ends (5 days left), then feel free to open a dispute. Most likely, the parcel got lost somewhere in our Post Office.

How can I open a Dispute with the seller?

First of all, you need to go to your “My Orders” personal account, select the desired product for dispute and click the “Open dispute” button.

Your request. Here you select "Refunds Only", which prompts you to ask if you have received your order.
Reason for the dispute. You select them from the drop-down list (problems with delivery, problems with customs, the seller sent the goods to the wrong address) the one that most fully reflects your problem. Subsequently, it will be possible to clarify whether the parcel is being tracked or whether the buyer protection period is coming to an end.
Refund amount can range from 1 cent to the full cost. Naturally, if you do not receive the goods, you will request the maximum amount.
Request details. In free form, you can indicate all problems and comments, as well as the reason for opening a dispute, and provide evidence.

What to do after opening a dispute?

The duration of the dispute can be up to 5 days. During this period, the seller makes his proposals, changes the amount to be reimbursed, or accepts your terms. If the seller does not respond to your request within this period, it will be automatically closed in your favor.

Be careful when renewing or replying to the seller again, as if it changes the amount to 0, upon your application this figure is automatically adjusted.
It needs to be corrected. If you were unable to come to a decision on your own, the decision will be made by the Aliexpress dispute service.