How to open a dispute on Aliexpress after closing. How to open a dispute on Aliexpress

In this article we will find out how you can open a dispute after confirmation and the end of the order protection period.

Sometimes when a person receives his order with Aliexpress, there is a need to open a dispute. For example, the item is defective or the seller sent the wrong thing. Let's talk about situations when the order has already been confirmed.

Is it possible to open a dispute during the additional order protection time?

• At the moment, after confirming the order, you have another 15 days to open a dispute.
• If the seller offered you a solution and you agreed with it, the dispute will be closed and it will not be possible to start it again. In addition, the order will be closed and the money will be transferred to the seller.
• Also, do not forget that if the dispute escalates and it is cancelled, you will not be able to open it again.

In principle, all conditions are the same as before the order is closed.

Read more about opening and maintaining a dispute.

How to open a dispute on Aliexpress if the confirmation time has expired?

If the order protection period, that is, 15 days, has already expired, then do not be upset. There is a way out here too. Of course, you can argue by contacting Aliexpress administration, but it’s worth warning that you are unlikely to be able to change anything. The system works like this: if you do not file a complaint within 15 days, then everything is fine with the product and it’s too late to file a claim.

Video: What happens if close dispute or the timer will end on Aliexpress?

As for order confirmation, it is automatically confirmed after the transaction protection time expires or if you click the “Confirm Goods Received” button. Finding out the transaction protection time is very simple; to do this, you need to go to the My Orders section and click the “Details” button next to the product and you will see a ticking countdown counter that shows how many days, hours, minutes and seconds are left until the transaction is closed.

It is also important to know that a dispute can only be opened once, so do not close the dispute under any pretext until you receive your money back or until you receive the desired product. But the dispute can be canceled and reopened many times until the order protection time has expired. Aliexpress protection is designed in such a way that the seller will not receive the money until you have confirmed receipt of the goods or until the transaction protection has ended (transaction protection is also closed if you confirm receipt of the goods), and during the transaction protection, you can open a dispute in which all problems are resolved.

Clue: Starting from June 25, 2015, Aliexpress automatically extends buyer protection by +15 days, even if you accidentally or accidentally confirmed receipt of the order (parcel) or the buyer protection time has expired. This is done in case you accidentally confirm receipt of the order or miss the order protection time (buyer), you will have +15 days to open a dispute, resolve the conflict situation and return the money.

How many days in advance is it better to open a dispute on Aliexpress?
It is best to open a dispute when there are 1-3 days left until the end of the transaction protection, then the seller will not ask you to wait more, etc., although the more annoying Chinese may extend the order protection time and ask you to wait more (this is usually in this case , if the seller really sent your order and is worried)
But don’t forget, if for some reason you opened a dispute and then accepted the dispute, then you can no longer open the dispute again and the transaction is automatically closed.

What are the possible main reasons for opening a dispute?

1. The package did not arrive or did not arrive on time (if the product takes more than 60 days, Aliexpress returns 100% of the money)
2. The product is of poor quality, different from the description, not the same as in the photo, the size did not fit or the wrong color came, the wrong size, defective, the product is not working or broken, not complete, the characteristics do not correspond to the declared ones, the wrong design etc. (this is a good reason to return part of the money or all the money)
3. The parcel is not tracked by tracking number (this often happens with goods under $20, but it is better to open a dispute 2-3 days before the end of the transaction protection, the goods usually arrive on time, they are simply sent without a track to save money)
4. The parcel was lost during delivery (this can be found out at the post office and thanks to the track number, this happens very rarely)

Opening a dispute on Aliexpress:

In the "My Orders" section near the product, click the "Open dispute" or "Details" button

A page will open with a detailed description and information about the order, and at the beginning of the page you can open a dispute by checking the box next to the desired product and clicking on the Open Dispute button.

Note: If there are several products in 1 parcel, then a dispute must be opened for each product separately. This is done with the expectation that if, for example, you ordered 2 T-shirts, and 1 of them arrived defective, then you can return the money through a dispute only for the product with which there is something wrong..

After clicking on the open dispute button, a small questionnaire will appear, i.e. an application to open a dispute, where you need to answer simple questions and if you received the parcel, you will need to indicate a full or partial refund and, in the case of a partial refund, indicate the desired amount, or if you have not received the package, then a 100% refund will be automatically offered.

At the very beginning of the dispute, choose what you want:
- Refund only(this is a refund without sending the parcel back to the seller, i.e. there is no need to return the goods)
- Return of goods and money(this is a return of goods and a refund, i.e. the goods must be returned, shipping is done at the expense of the buyer and if you do not know the cost of sending the parcel back, then it is better not to press this button, since it will be very difficult to cancel the process, usually sending back to China very expensive and costs more than $20)

Select whether you received the parcel or not, then possible reasons for opening a dispute will be offered from which you need to choose your case, and useful tips will also appear on the right.
- Indicate the refund amount in the format 00.00 (if the amount is not a whole amount, but with small change, then instead of a comma, there must be a dot between the numbers, do not be stupid, otherwise it will give an error)
- You also need to indicate the reason for the dispute in English (indicate arguments and nuances without special characters and Russian letters, otherwise it will give an error, and if you don’t know English, you can safely translate through Google translator or the website tarnslate.ru)
- If there is something wrong with the product, attach photos and videos (often video “arguments” are required, i.e. the evidence must be reinforced concrete because the Chinese will not return your money)

Personal reasons
- Ordered by mistake
- I saw a better price elsewhere
- I don't need this thing anymore
- Didn't fit
- Did not like

Delivery method does not match description

Product does not meet the description
- Color does not match description
- Does not match the sample
- Size does not match description
- Material does not match description
- The manufacturing method does not correspond to the description

Quality problems
- Does not work properly
- Poor quality
- Tarnishing
- Bad smell
- The fabric is thin or light
- Poorly stitched
- Puffs or arrows
- Problems with fluff

The product is damaged(broken)
- The product was delivered damaged
- Damage to packaging
- Outer packaging damaged

Quantity mismatch
- Quantity discrepancy
- Empty package
- Missing components/empty packaging

Fake

Problem with components
- Problems with accessories

Now there is a drop-down list with options that change depending on the choice of the reason for the dispute, but previously all the options were on one page like this (more clearly):

Previously, you had to choose a full or partial refund, but now you simply indicate the desired refund amount. We recommend specifying a partial refund, i.e. if the product is not completely kaput and you do not want to send the product back to the seller (it often happens that sending the product costs more than the product, and usually the buyer pays for sending back, and it is also often difficult to convince the seller for a full refund without sending the parcel back to China).

If the product is received and there is something wrong with it, then we ALWAYS recommend taking a photo of the product (take photographs), it is advisable to circle in red in the photo editor those places where you can see a catch or inconsistency with what the seller offered in the product description on Aliexpress or on photos that were in the product description..

To upload photos you will see a button “Browse”, “Add application” or “Add photo” (files must be up to 2 MB and formats .jpg, .jpeg, .gif, .png), but if you decide to shoot a video , then it should be no more than 500MB and in almost any video format, for example 3GP, MP4, MOV, AVI, MPEG, WMV, FLV, and photos and videos must be uploaded to the server through the Aliexpress website (YouTube, file hosting and left sites for uploading photos or videos - cannot be used, i.e. prohibited)

Now consider the option if the goods have not arrived(if the package has not arrived), to do this, at the beginning of the questionnaire, indicate that the goods have not been received and you will be asked to indicate the following reasons:

Problems with delivery of goods (Logistics tracking problem)
- Order protection expires, but the parcel is still on the way
- The transport company returned the order
- No tracking information (this item is often gray and unavailable due to the fact that the seller seems to have given a track, so if the parcel is not trackable, it is better to choose the first item, i.e. Order protection expires, but the parcel is still on the way)

Customs problems
- Customs duty is too high, I don't want to pay

Other
- The seller sent the order to the wrong address

Just below, in a nutshell, explain the reason in English (you can use Google translator or the translate.ru service). For example, such and such a track is not tracked, there is no way to go to customs, the customs duty is very high, the delivery address is mixed up or the seller indicated the wrong delivery address, there is a typo in the last name or first name and you cannot receive the goods, in general, briefly indicate the reason..

By the way if you have ordered a product and you are asked to clear it through customs, but you do not want to clear it through customs, then you will be fully refunded all the money for the goods and even for delivery if it was paid, but the goods will automatically return to China (in the dispute, first select the item that you did not receive the goods and then the item “Problems with customs” and if there is a field for entering the amount return, then indicate the refund in full or indicate the amount you spent).

And actually at the very bottom of the page, click the orange “Submit” button and the dispute will be opened, or click “Cancel” if you have any doubts about the need to open a dispute..

Where can I find information about an open dispute?

And next to the disputed product there will be a “View data” button.

The second way to view information about an already open dispute is to go to the My Orders section, then next to the suspected product, click the “Dispute in Progress” button.

This is what the page with detailed information about the dispute looks like: (the seller is usually given 5 days to “think”, he can accept your dispute or offer his own “conditions”, and if the seller does not make any decision, the dispute will automatically be closed in favor of the buyer)

How to escalate a dispute? (escalate dispute)

Now, according to the updated dispute rules, neither the buyer nor the seller can independently escalate the dispute. The dispute escalates automatically after 7 days.

The dispute has escalated - waiting for a response from the parties

Answer: This means that reinforced concrete photo/video evidence is needed, made in such a way that photo editing or video tricks are completely excluded (for example, attempts to charge the product with a non-working charger or using a de-energized outlet, or trying to turn it on with the battery removed, etc.). You need to upload photos or video facts ONLY through Aliexpress; uploading to all sorts of YouTube and other services with providing a link to the seller does not work.
And if, for example, the parcel is tracked, but is stuck for a month or more, then you can take a screenshot of the tracking status and the track itself. So, in any case, stock up on evidence and click the “Reply Now” button and attach “evidence”, and if everything is in order and you are happy with everything, then you can click the “Cancel dispute” button..

Important: And another nuance, if the Aliexpress arbitration (court) has made a decision, for example, for a full refund or partial refund, then you need to click on the “Reply now” button and write in English whether you agree with this decision (this will speed up the process), then if both parties agree with the decision of Aliexpress, then the decision comes into force (usually the decision of Aliexpress is duplicated in the email and there is also information about whether your arguments and evidence in the dispute are sufficient)
But if, when you click on the “Reply Now” button, an error appears, an incomprehensible message or it says “you cannot manage this account”, then you just need to wait for the final decision of the Aliexpress Administration (if the truth is on your side, then most likely they will make an adequate decision in your benefit)

When and in what cases should you click the “Reply Now” button in a dispute?

How long can an aggravated dispute on Aliexpress be considered?

How can I edit an aggravated dispute on Aliexpress?

- The seller asks you to wait to receive the parcel(if a dispute is open because the parcel did not arrive or is taking a long time), of course you will ask to wait until the transaction protection time is over, then the seller will no longer give a damn about you.
- the seller will ask you to close the dispute and in return offers discounts on their other products, by the way, sometimes cunning sellers offer to return the money bypassing Aliexpress, via PayPal, bank transfer, or offer to transfer money directly to the card (of course, if you fall for this, then after the dispute is closed and after the during the protection of the transaction, you will not see the money, and if the goods have not arrived, then they are unlikely to arrive, in such cases you need to immediately complain and actually write a complaint to the Aliexpress Administration against the seller).

If you have aggravated the dispute, want to edit it and your order protection time has not expired, then you can safely cancel the aggravated dispute and then open a new one or try to edit it again (now the dispute can be opened several times, or rather an unlimited number of times, until the protection expires order, previously it was possible only 1 time).

But if you have an aggravated dispute and the order protection time has expired, then we recommend contacting technical support. Aliexpress support, free Russian tech. support that answers all questions and resolves many controversial situations from 8:00 to 20:00 Moscow time, you can contact us on this page http://activities.aliexpress.com/ru/help/home.php

When can a dispute be closed?

What should you do if the seller did not accept your dispute request, but offered a solution? (if the seller offered his terms)

If the seller has proposed a solution, then you cannot cancel it, but you don’t have to accept it either, there are two options, either wait for the dispute to automatically escalate (up to 7 days) or click the “Change” button on your dispute and offer a more acceptable option for the seller, so that accepted your dispute (you can also bargain with the seller at the bottom of the dispute page in messages).

You can see what the seller is offering right away on the page with a description of the dispute (in the column on the right, the conditions that the seller is ready to accept will appear). Let's say you indicated a full refund or a specific amount, and the seller may offer to return only half or less, then act according to the circumstances, but do not forget, if you accept its conditions, then it will be very difficult to complain.

You can bargain with the seller by chatting, the opportunity to exchange messages is at the bottom of the page with a description of the dispute, but do not delay time, since discussions are given for about 7 days, if you fail to find a common language with the seller, then the dispute will automatically escalate and the matter will be taken up The Aliexpress administration itself will decide who is right, who is wrong and who owes whom how much.

If you click the Accept button on the seller’s terms, a small window will appear asking you to confirm your decision with brief information about your share (about what you will get), and the amount that the seller wants to offer you is displayed in the block on the right “Seller’s decision.”

Be careful, sellers like to offer a refund of $0.00, in which case edit your terms or do nothing and wait for the dispute to escalate.

What can be achieved from a dispute?

Considering that sometimes the cost of shipping back exceeds the price of the product, it is much more convenient, simpler and more profitable to negotiate a partial refund. Therefore, it is important to know how to conduct a dispute (dispute); when opening a dispute, you will be asked to issue a partial or full refund. When opening a dispute, we recommend that you select the item with a partial refund and indicate an adequate amount of compensation, this will speed up the process and allow you to close the dispute faster.

How long does it take to wait on average for a refund from Aliexpress?

How to win a dispute on Aliexpress?

Where can I find information about refunds? (Where can I see if the money was sent back or not?)

A page with detailed information about the order, on which you need to click on the “Payment” tab:

The second way to find out at what stage the refund is in a dispute:
1. Go to the "My orders" section (Aliexpress drop-down menu)
2. Near your order in the “My Orders” section there will be a button, or rather a link with the inscription “Stages of return”, hover your mouse over this link and a tooltip will appear with information at what stage of the refund.

Why does it take so long for money to be returned from Aliexpress and where is it returned?

So if it says that the money was returned or there is no money for a long time, then perhaps Aliexpress returned it to your Alipay account, since by default money is often returned there.

To check your Alipay account, you first need to log in here https://login.aliexpress.com/ipayLogin.htm and then go to the profile settings page https://intl.alipay.com/index.htm at the bottom of which there will be information about where money from Aliexpress is and will be returned by default (if the default is to return to your Alipay balance, we recommend clicking the “Cancel” button):

If the situation is completely unclear, then you can file a Complaint against Aliexpress or contact online tech. support, although you can still clarify the nuances with the seller, but they usually try by all means to force you to close the dispute, such as click here and there, wait some more, etc.

If you are tired of opening disputes, receiving low-quality goods and do not want to have problems with sellers, we recommend checking sellers using Alexpress Seller Check (full characteristics of the seller and expert rating will be displayed on the product description page)

How many times can I open a dispute on Aliexpress?

Any conflict situations are resolved through a dispute and before the transaction protection time expires (you can ask the seller to extend the protection time if time is short). And if you have opened a dispute, it is recommended to close it only when you have the GOODS in your hands and there are no complaints, and carefully re-read the terms of the dispute, usually after each response from the seller they change to UNFAVORABLE and after that you need to edit them every time, or if you agree with the seller's "offer", then you can accept the dispute.

Returning goods back to China to the seller on Aliexpress

If the seller agrees to return the goods, then the seller's address will appear to which you need to send the goods and a field for entering a new tracking number so that the Chinese can track their parcel (you MUST provide the tracking number of the parcel, i.e. you will have to send the parcel to the Chinese with a track and enter the track in the appropriate field in the dispute).
In principle, it is not difficult, we have already written about this, read in more detail in our article the procedure for returning goods to Aliexpress. But do not forget, sending the goods back to China is very expensive, often more expensive than the goods, so in most cases it is more profitable to negotiate with the seller for a partial refund (everything is done only through a dispute or you will be left without money)

How to open a dispute to return goods back to China:
1. When opening a dispute, indicate that you received the parcel (Did you receive the ordered product? - check “Yes”)
2. And where the reason for the dispute is, indicate why you decided to open a dispute (for example, Personal reasons, you didn’t like the product):

3. Next, check the box next to “Full refund”
4. Where is the item "Do you want to return the product to the seller (You may have to pay the shipping cost)?" tick "Yes"
5. Also, don’t forget to write the reason for the request “Please provide detailed information about your request” in English just below, for example “I didn’t like this product” (I don’t want this product).
6. To submit a dispute for processing, there will be a “Send” button below, you may also need to attach a photo of the product, or if there is something wrong with the product, then you may need to attach a video/photo of evidence of the “faults”:

7. After sending, the seller will consider your offer to return the goods and if he agrees, then the “Add tracking data” button will appear on the dispute page and just below the seller’s address to which you need to send the parcel with the goods. You must send the parcel with a track (with a tracking number), after which you come home and click the "Add tracking information" button:
(in 99.9% of cases, sending the goods back to the seller is at the expense of the buyer and in most cases this pleasure will cost at least 10-20 $)

8. After clicking on the "Add tracking information" button, enter the track number that was given to you at the post office after sending the parcel back to the seller (do not confuse it with the track with which the parcel arrived to you), you also need to enter the name of your mail and the mail site where you can track this track:

9. That's all, after that you wait until the seller receives his goods back and confirms receipt of the parcel, after which the procedure for returning your money will begin (wait about a month until the parcel reaches China)

How to open a dispute if you have confirmed receipt of an order on Aliexpress?

How to open a dispute if the order protection time (buyer) has expired?

How many times can I edit a dispute on Aliexpress?

Is it possible to return money after the time for opening a dispute has expired?

What happens after the time for opening a dispute has expired?

By default, a response in a dispute is given 4-10 days (usually 5 days), so if you miss this time (timer) or do not have time to respond on time, the dispute may automatically escalate and the Aliexpress arbitration will handle the dispute (an aggravated dispute cannot be edited, but you can safely cancel if you have not run out of order protection time or reserve +15 days from the moment the transaction is closed).

How long can I open a dispute if I have already confirmed the order?

Content

Many Internet users are familiar with this foreign Internet site with inexpensive goods. A lower price encourages you to make a purchase, but sometimes sellers send the wrong product or it simply doesn’t arrive. Opening a dispute on Aliexpress will help you get a full or partial refund of the purchase amount.

When to open a dispute on Aliexpress

On Aliexpress, a dispute with a seller is a generally accepted format for clarification of relations if the supplier does not fulfill its obligations. This is direct communication, where you have the opportunity to express your grievances and provide evidence through a special form. Only you will participate in it, without third parties in the form of the site administration. You should open a dispute on Aliexpress if:

• the goods have not arrived to you, and the end of the transaction is less than 2-3 days;
• The package arrived, but the contents do not match the description on the website (wrong size, color).

If the goods are not received

On the trading platform, when purchasing, the delivery time for the goods to the buyer is usually indicated (the movement is often tracked by a tracker); it is often about 40 days. This is due to the fact that the warehouses are located in China, and the order has to travel a long way. It should be understood that parcels may be on the road almost until the end of protection. It is not recommended to open a dispute ahead of time; this should be done if there are only 24 hours left.

The order for residents of Russia indicates delivery within 2 months, but due to the peculiarities of Russian Post, you can request a full refund after 90 days. Sellers are familiar with the peculiarities of logistics and will not refund anything before this period. You can safely request an extension of time up to 3 months, only after 90 days you can start a dispute.

After receiving the goods

Sometimes a situation occurs when a purchase has reached you, but has not met your expectations. The Aliexpress administration ensures that all sellers fulfill their obligations in good faith and do not deceive buyers, therefore the description of the product on the website must correspond to reality. You have a reasonable right to argue for a refund with the seller for the following reasons:

• defect, defect;
• does not match the description;
• fake;
• mismatched item size (shoes, clothes);
• damage;
• low quality;
• quantity mismatch (paid for 5, but received 2).

How to open a dispute on Aliexpress correctly

According to the rules of the service, you can open a dispute (dispute) 6 days after sending. In fact, the package does not go as much to the CIS countries. The deadlines for filing were described above: if the time is running out, you need to start a dispute. Instructions on how to open a dispute on Aliexpress:

1. log in to your account;
2. click the “My Aliexpress” tab;
3. open the “My Orders” page with orders.

Here are all your purchases on AliExpress. The easiest way to open a dispute is from this window. Next to each product there are several options:

• View Detalis – view order details, full information;
• Confirm Order – confirm receipt;
• Open Dispute – open a dispute.

Before opening a dispute on Aliexpress, make sure there are sufficient grounds for this. Click the appropriate button opposite the product. A standard form will open, in it you need to send:

• reason for return;
• type of compensation;
• order details;
• attach evidence.

It is not always clear to new users in what language to open a dispute on Aliexpress. The generally accepted option on the trading floor is English, and the dispute should be conducted in this language. To make a claim, you only need basic knowledge of the language; you can use an online translator. Some people do not open a dispute on Aliexpress for the reason that a couple of Russian characters slipped through the text (often the letter “s” or “o”) or the message exceeds the allowed number of characters.

What to write when opening a dispute on Aliexpress

Dialogue during a dispute is usually conducted in English, but sometimes the seller tries to write in Russian with the help of a translator. As a result, the sentences turn out awkward and sometimes lose their meaning, so it is better to use the generally accepted one. The form for filling out a dispute is simple - here are the main points that should be indicated:

1. Opposite the line “Did you receive your goods?” (whether the goods were received) must be set to “Yes” or “No” (No).
2. In the line “Please tell us your solution” you should assess the damage received. If the defect is minor or the discrepancy is only in color, then you can request a few dollars in compensation. When it is not possible to use the product, you should demand the full amount.
3. The “Do you want to ship the goods back” option implies sending the goods back for replacement. Don't agree to it because you will waste a lot of time. It is much easier to win the dispute and get your money back. In addition, you will pay for return shipping.
4. The “Please write your request detail” section provides the opportunity to write in more detail about the problem with the product, contact the seller (write everything in English).
5. To attach evidence (photos, videos), you need to use the “Please Upload Attachments” item.

What evidence do you need to provide?

Every buyer who is looking for how to properly open a dispute on Aliexpress must understand that no one will take your word for it, you need to add evidence to the application. Photos or video materials can play this role. Always when opening an order from Aliexpress:

• turn on the video camera on your phone (if you don’t have a regular one);
• remove the box and the product from all sides;
• inspect for defects, low-quality materials, and damage.

If you open a dispute and do not support it with evidence, in 99% of cases you will be denied payment. It is possible to open the parcel at the post office to check its condition. In case of damage, employees must draw up a report that would describe the condition of the order at the time of receipt, but no one uses this method. Don't forget to show the delivery address and other data from the box in the video.

Terms for consideration of consumer claims

After a dispute has been opened on Aliexpress, the seller is given 15 days to reach an agreement with you. A consensus must be reached that would suit both, otherwise the application will turn into a claim and will be sent to the site for consideration. The administration will study it from 7 days to 2 months. The process turns out to be lengthy, so it is better to negotiate with the seller and not waste time.

Sometimes they are in no hurry to respond to a dispute, you can wait 5 days, and if there is no communication from the supplier, you can escalate the request and change it to a claim. If your dispute is open, and the product has arrived and you are completely satisfied with its quality, it is better to close the return request and confirm receipt. Otherwise, you will receive a penalty to your buyer reputation on the site.

How many times can you open a dispute on Aliexpress?

Sometimes a situation arises when you need to know how to reopen a dispute on Aliexpress. This possibility exists, you have the right to do this the required number of times as long as the transaction is protected from the site. You can open a dispute even within 2 weeks after confirmation of receipt of the order. If you have accepted the seller’s terms and conditions regarding your complaint, then there is no longer an opportunity to file a complaint again. You will receive what was specified in your agreement.

Please note that if you frequently open disputes with different sellers and win them, your account may be blocked, especially if only you made such claims. Each profile has a “buyer rating” parameter. You may get "bad karma" for frequent complaints, and other sellers will avoid doing business with you. This is a kind of protection from “problematic” or unscrupulous customers.

Video: what does it mean to open a dispute on Aliexpress

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In this article we will talk about such an important point as opening and conducting a dispute (dispute) on Aliexpress. And we will try to understand the following questions:

In general, let's figure out what needs to be done to win a dispute on Aliexpress and get your money back as quickly as possible.

It's no secret that goods from Aliexpress may not arrive in good condition, with defects that do not correspond to the description, or may not arrive at all, getting lost somewhere along the way. Things happen.

The money for the defective product has already been paid, the seller is in China - what to do?

It is to resolve such situations that the Aliexpress administration introduced such a tool as Dispute or Dispute, call it what you like, it makes no difference.

A dispute with an Aliexpress seller will allow you, firstly, to inform the seller that his product is faulty or has not arrived, and secondly, to demand a refund of the money paid.

In principle, this is the simplest scheme for conducting a dispute on Aliexpress. You told the seller that his product was broken, and he returned your money (or part of the money) for it. And quite often it happens that this is what happens (especially with cheap goods). The seller doesn’t want to waste time arguing with the buyer, and even less does he want to show off to the Aliexpress administration, so he simply offers to return the money for the product in exchange for a good review from you. I think everyone has noticed that 98% of all reviews on Aliexpress are positive, although products with defects are not that uncommon.

The situation is more complicated with more expensive goods or simply stubborn sellers. In such cases, getting your money back can be a headache.

You will first be taken to an order information page. At the very bottom of this page there is another link “Open a dispute”, click on it and start filling out something like a questionnaire. And the first thing you need to indicate is what exactly you want from the seller.

Reasons for opening a dispute on Aliexpress

1. Problems with product delivery
   • Order protection has already expired, but the parcel is still on the way
   • The transport company returned the order
   • No tracking information
2. Problems with customs
3. The seller sent the order to the wrong address

After choosing a suitable reason, all you have to do is write a short comment to the seller and (for now optional) attach a couple of photos or even a video.

What can you demand from the seller in a dispute on Aliexpress?

There is not much choice here, you have only two options:

Refund– you demand that the seller return your money for the goods. You do not want to return the item to the seller. The best option, believe me, is that you do not want to send the goods back to the seller.

Return of goods and money– you want to return the money for the product and are ready to send it back to the seller. Not the best idea - shipping to China costs money, something like $20. Parcels from Russia to China are no faster than from China to Russia. And you will receive your money back only after the goods are returned to the seller.

The situation is a little simpler with sellers who have the so-called « » . Here you need to pay for delivery of the goods only to the seller’s warehouse in Russia (usually Moscow). And the seller will pay the costs of delivering the goods to China himself.

Well, the money will be returned to you as soon as the goods arrive at the warehouse, and not in China.

All sellers have local returns, as well as simple sellers who have the following guarantee:

On the one hand, when returning goods and money, the seller breaks down less and willingly returns the money. On the other hand, you spend money on sending the goods back to the seller and wait a month, or even more, for the package to arrive (and God forbid, something happens to it along the way). Which option to choose is up to you.

What to write to the seller in a dispute?

What should we write in a dispute on Aliexpress? Not much at all. Describe in just a few words what you ordered, what you received, and why you want a refund. Indicate the shortcomings of the product , again without any detailed descriptions: the smartphone won’t turn on, there’s a bad smell coming from the T-shirt, there’s a crack on the screen, the body is scratched, and so on.

There is no need to explain to the seller how upset you are about the poor quality of the product. He does not care.

It’s also worth uploading a couple of photos of low-quality goods . Take close-up photos of scratches or cracks. If your smartphone does not turn on, connect it to the charger and take a photo of nothing happening.

In general, if at the post office you suspect that something is wrong with the parcel (shards are ringing, for example), Can you make an unboxing video? . This is the best variant.

At first, this is more than enough. Open a dispute and wait for the seller's response. Depending on what he answers, we will think about what to do next.

In what language should correspondence be used in a dispute on Aliexpress?

Well, in general, you will receive all messages from Aliexpress and from the seller in English. You can also present your requirements in English. Although there will be no difference if you write in Russian. That you will translate your message in the translator, that the seller, everything is the same.

During subsequent correspondence with the seller, if any, you should refrain from rudeness, swearing and other nonsense. Yes, the seller will press for pity, demand proof, offer his own solutions to the problem, etc.

We remain calm and carefully read everything that the seller writes to us. If he asks for any evidence, we present it. Again, everything is within reasonable limits - a 3-5 minute video, normal quality is enough, no need to shoot blockbusters.

If the seller demands some kind of dancing with a tambourine during this video, which you cannot do, write to him and say that it is not possible to fulfill the request. If anything happens, you can always wait for Aliexpress to intervene, where the requirements for evidence will be more adequate.

If you shed a tear after the seller’s pitiful story about his plight and are already thinking about canceling the dispute, think again about whether you live so well that you would essentially just give the Chinese the Nth amount of money. In addition, if you opened a dispute in the last days of the expiration of the Buyer Protection period, it will no longer be possible to open the dispute again.

Once again, be careful with what the seller offers you. You don't need to take the seller's word for it, ever. Do not close the dispute because of a promise to return money bypassing Aliexpress or some good discounts.

The seller may offer you to repair the product at his own expense and pay the repair amount. Do you need it?

The seller can accept the dispute, but at the same time change its terms - instead of "Refund" put "Return of goods and money". Double-check before agreeing to his offer.

Now let’s talk in more detail about the deadlines for opening a dispute on Aliexpress.

Deadlines for opening and conducting a dispute on Aliexpress

As mentioned above, you can open a dispute on Aliexpress:

Not earlier than 10 days from the date of dispatch of the goods– namely sending, the time of verification and payment processing is not taken into account.

And no later than 15 days from the date of confirmation of receipt of the goods– it doesn’t matter when you received the goods in the mail. The time will start counting only when you confirm receipt of the goods on Aliexpress.

There are cases that Aliexpress does not allow you to open a dispute if the goods are not received. In this case, users receive messages like:

According to our data, your parcel has already arrived in the destination country. Very soon she will go to you! Most parcels are delivered within the timeframe specified by the seller. If you do not receive your package by ****-**-**, please open a dispute and we will help you find a solution.

The message asks you to wait until the deadline for delivery of the goods and only then open a dispute. That is, you only have 15 days left to open. An unpleasant rule, you will agree.

However, there is a small life hack:

• You need to open a dispute first
• Disable Internet
• And then, in the “Did you receive the goods” section, select “No”. In this case, the system, instead of the specified message, will allow you to fill in all other fields.
• Turn on the Internet and press the “Submit” button

It's still working.

This concerns the timing of opening a dispute. Now let’s look at the deadlines that apply when filing a dispute on Aliexpress.

7 days– this is exactly how much is given to you and the seller to resolve the dispute. The countdown begins from the moment the dispute is opened, regardless of whether the seller accepted it or not.

During these 7 days, you will have interesting or not so interesting correspondence with the seller. As I already said, some sellers, by hook or by crook, will convince you to close the dispute, change the reason, reduce the delivery amount, etc.

After 7 days, the dispute will escalate and the Aliexpress administration will take care of your problem.

5 days– if 5 days have passed since the opening of the dispute, and the seller has not accepted it (he just hammered, did not answer anything), the dispute is automatically closed and your money is returned.

Perhaps the best scenario for the development of events. But this is rare.

15-60 days– this is how long it can take for the Aliexpress administration to consider an aggravated dispute. Don’t be alarmed by the 60-day figure; it’s more like reinsurance in case of particularly difficult situations. Usually everything is reviewed in a couple of weeks, or even faster.

5-15 days– this is how long the process of returning money takes in case of a positive decision from Aliexpress.

Aggravation of the dispute on Aliexpress, perhaps better for you than for the seller. No matter what they say, the administration prefers to side with the buyer. The main thing here is to provide them with all the necessary evidence.

Video on the topic:

Aggravation of the dispute on Aliexpress

The dispute escalates automatically after 7 days from the date of its opening.

How to escalate a dispute on Aliexpress yourself?

No way. There used to be such an option, but now it has been removed. So you will have to wait a week before the dispute escalates.

Involving Aliexpress in a dispute

And now the almighty Aliexpress administration intervened in your dispute. What's next?

The first thing Aliexpress will do is review your evidence provided earlier. In this case, your correspondence with the seller will not be taken into account when resolving the dispute, no matter what you agree on there, no matter what stories you tell each other.

And here is the first important point. If Aliexpress considers your evidence insufficient, and most likely it will be so. You will receive the following message:

Don't be afraid, no one cheated you. This is just a suggested option for now. But in the details of this message you can find interesting information about what evidence you need to provide in order to get your money back.

Usually these are photos and videos. It would seem, why not immediately send all this evidence when opening a dispute?

It’s just that Aliexpress usually has certain requirements for this evidence, for example: you need to take a video where your smartphone is connected to a charger and shows no signs of life, and another device is connected to a nearby outlet and is charging normally.

This is done to make sure that the product is not faulty, and also to eliminate the possibility of falsifying evidence.

Requirements change periodically from case to case. So it’s better to find out exactly what Aliexpress will require from you specifically.

Yes, you are given a specific deadline to provide evidence(usually 3 days), so don't miss it.

Then, for some time, Aliexpress will consider your evidence and make a decision.

There may be several solutions. For example, I got two for a faulty smartphone:

1 solution– partial refund, about 90% of the order value. Apparently they deducted the costs of delivery, gift case, etc. I still have the phone.

2 solution– full refund, but subject to sending the phone back to the seller.

I made the first decision, the seller made the second. A couple of days later, Aliexpress took my side and decided to issue a partial refund.

There may also be an option that the seller himself will agree to return your money.

And there are times when Aliexpress decides not to return anything to you, declares you a fraudster and blocks your account. Yes, this happens too. But this happens mostly with scammers who have open disputes for almost every order. Allegedly all goods are faulty, etc.

In general, Aliexpress’s decision on your dispute depends primarily on your evidence and the seller’s evidence; your reputation with him and the history of previous purchases are also taken into account. If you have had several disputes opened in a relatively short period of time (no matter for what reasons), then problems may arise.

In general, you should not worry about having to open a dispute on Aliexpress. If you are right and they really sent you a low-quality product or didn’t send it at all, you will get your money back without any problems. You just have to spend a little time.

How to change and edit a dispute on Aliexpress

If you made a mistake when indicating the reason for the dispute, or the seller still nagged you to change it, you agreed with the seller on a different refund amount, and in general, if you need to change something or add something to the dispute, you can do it without any problems.

To do this, just press the button "Change" and make the necessary changes.

In fact, you will be asked to fill out the same form again as when opening a dispute.

Specify another reason for the dispute, change the refund amount and confirm.

It is impossible to change an aggravated dispute.

Refund from Aliexpress

We won the argument, when will the money be returned and where?

Everything is simple here. Money from Aliexpress is returned to the details from which you paid for the order. We paid with a bank card, the money will be returned to it, etc.

As for the refund deadlines, they are as follows:

In my case, the money was returned 12 days after the decision was approved by the Aliexpress administration (returned to a Sberbank card)

How to open a dispute on AliExpress if the order confirmation time has expired? You were unable to extend the processing time for the goods, the seller ignored your request - as a result, the time expired, and the goods never arrived or have obvious flaws. The confirmation time on AliExpress has expired, and the item turned out to be damaged - one of the most serious problems when working with a trading platform. In this case, you will learn how to open a dispute and return the money back in this article.

What to do if the “order protection” period has expired?

The buyer’s most important ally in the AliExpress system is “Order Protection”. While this function is in effect, you can easily open a dispute with the seller if the purchase is delayed, is not tracked, or upon arrival it turns out that they did not send you exactly what you expected. That is why so much attention has been paid to the problem of extending protection, including a large number of disputes that are opened precisely because the seller is slow in confirming the extension of order protection. But what should the buyer do if the deadline has expired, but there is no product at all or it is clearly defective?

Previously, this problem was solved quite harshly in relation to customers: the time is up - the order is instantly closed. Fraudsters often took advantage of this: they refused to extend the protection time and waited until it had completely expired and the money was credited to the seller’s account. After that, it was no longer possible to return them back. Is it possible to open a dispute now after the protection period has expired?

To correct this oversight, since July last year the site administration has launched the ability to open a dispute within 15 days after the order protection period has ended.

Let's look at how to open a dispute on the AliExpress trading platform website if the confirmation time for receiving the goods has expired and what algorithm needs to be followed in this case.

We open a dispute within 15 days after the deadline

Let's figure out how to activate a dispute in this case:

"Disputes and Complaints" on AliExpress to resolve your issue

Theoretically, you will not lose everything even if you miss these 15 days.

If this happens, you should contact the “Disputes and Complaints” section on the trading platform website:

To take full advantage of Buyer Protection, keep an eye on the timer on your order page.

While this function is in effect, your funds are safe and you don’t have to worry about their safety. Even after the deadline has expired, you have 15 days to solve the problem. At the same time, your evidence must be truly irrefutable; do not try to deceive the seller and the site administration if the item breaks due to your fault. If the seller is really at fault, then you can return the funds even after all the deadlines have expired, but the site administration makes such decisions extremely rarely.

For more information about what order confirmation time is, watch the video: