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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 most simple circuit 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 does not want to waste time arguing with the buyer, even less does he want to shine in front of the Aliexpress administration, so he simply offers to return the money for the goods in exchange for 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 does not turn on, the T-shirt has a bad smell, there is a crack on the screen, the case 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 of your smartphone connected to charger and shows no signs of life, and another device is connected to the adjacent outlet, which 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. Paid by bank card, on it and return the money, 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)

Every buyer, when ordering goods on Aliexpress, eagerly awaits the coveted package. But it often happens that the package does not reach the recipient or the package contains something completely different from what was expected. The indignant customer is in a hurry to open a dispute and throw out all his indignation on the seller and the trading platform. But it’s better not to get excited, but to make an informed decision and conduct the dispute correctly. How to do it?

Five tips on how to conduct a dispute correctly on Aliexpress.

First of all, it is necessary to determine the reasons when you can open a dispute. They must be justified, and the buyer must have direct evidence that he is right.

Reasons for starting a dispute:

• The goods were not received (did not arrive).

If there are less than three days left before the end of the buyer protection period, and the order has not yet arrived, you can safely open a dispute. If the protection period has expired, you can have time to open a dispute within another 15 days.

• The product is defective.

The order arrived, but with obvious defects. For example, seams on clothes are not sewn, chips on the surface of equipment, etc.

• Not a complete set.

The order has been received, but some parts are missing. Also, if instead of three pairs of socks, only two came, you can start a discussion.

• Does not match the description.

Things arrived in the wrong color, wrong shape, wrong size. And this can also include receiving a completely different product from what was ordered. For example, we ordered a soft toy, and a transforming robot arrived.

• Low quality.

The ordered smartphone does not work?! After careful washing, the dress has faded and stretched?! Does a children's wooden toy smell unbearably and leave splinters?! You can safely open a dispute.

• Delivery method mismatch.

Courier delivery has been paid, but the goods have arrived in a standard way via Russian Post? The seller has clearly saved money and is trying to deceive a gullible customer. In this case, opening a dispute will be absolutely legal.

Having decided on the reason, you need to indicate it in the appropriate section of the form to open a dispute.

To do this you need to open a dispute.

And select "return only"

Then on the page that opens you need to select the appropriate item.

If the item is not received:

And, if the goods are received, but there are complaints about them:

If there is no exact point describing the problem, then you need to choose the closest one, and describe in detail the reasons for the dissatisfaction in the description.

In order to conduct a dispute on Aliexpress correctly, you will need evidence of the seller’s mistake - high-quality and indisputable. Text alone, even if eloquent, will not be enough. Although you can’t do without text either.

Important!

All dialogues within trading platform, both with the seller and with the administration are carried out on English language. If communication in English is not possible, you can use online translators or with the help of friends who are fluent.

What evidence can and should be provided?

1. It is best to arm yourself with a camera and a video camera (you can get by with a regular phone) from the moment you unpack the package. Capture the sender's information from the packaging. And take step-by-step photographs of the opening of the package and examination of the purchase.
2. If any defects are found, you need to photograph them close-up from several angles.
3. If the product does not correspond to the description or the wrong one arrived, you must also make a screenshot of the order, where the necessary items are indicated - equipment, color, size, etc.
4. If the order has not arrived, then you need to make a screenshot that will show the end of the buyer protection period. In this case, the trading resource does not require photo and video evidence as mandatory, but if they can be provided, this will only be an advantage.

The reasons are determined, evidence is provided, the dispute is open. What do you need to prepare for, how to conduct a discussion and what scenarios are possible?

1. The seller will decide to concede.

If the seller turns out to be as honest as possible, and the situation itself is as transparent as possible, then he will simply accept the terms of the dispute and return the requested money.

And then in the “Order Management” tab, on the “Returns and Disputes” page

Information about a closed dispute will appear, with the clarification that “The Seller accepts the disputed issue” and the money will be returned to the account from which the order was paid.

2. The seller must respond to the claim within the first 5 days after opening a dispute. If no response is received during this period, the dispute will be closed automatically, in favor of the customer. The money will be returned to the account from which the order was paid.

A note will appear on the “Returns and Disputes” page indicating that the dispute has been completed.

3. The seller does not accept the terms of the dispute and offers his own ways to solve the problem.

Often sellers try to mislead buyers and offer the following options:

1. Please wait some more time for delivery.
2. Replace the product with a similar one.
3. Get a decent discount on your next order.
4. Return money directly to online wallet(most often Paypal) to the buyer.

15 days are given to resolve the situation between the seller and the buyer.

If during this time a compromise is not found, the dispute escalates. And then the Aliexpress administration joins the proceedings and considers the issue within 14 to 60 days.

The refund amount depends on the following options:

1. The goods did not arrive.

The entire amount paid for the purchase and delivery (if it was paid additionally) will be refunded.

2. A low-quality product arrived.

A portion of the paid amount is used for refund. The buyer himself determines how much money the seller owes him.

It is necessary to take into account how critical the discrepancies are, what damage there is, how complex the defect is and whether it can be somehow corrected.

The amount must be indicated in the “Refund Amount” column

The seller may reject the amount requested by the buyer, and he may offer his own option.

The best option to resolve the dispute is a full or partial refund. But an alternative is possible - returning the product or exchanging it.

To do this, when opening a dispute, you need to select “Return of goods and money”

If the seller confirms this decision, a page will open on which you will need to enter the parcel’s track code and the seller’s address will open. You will need to send the unsuccessful purchase to it. The seller, having received the goods back, is obliged to return the money or exchange the goods for an identical one. All data is saved on the dispute information tab.

Important!

The cost of sending an item to China is not cheap and can often cost more than the purchase itself. And the buyer himself must pay for the shipping.

You should resort to this method after carefully weighing the pros and cons, and if there is a really urgent need to return or exchange the goods.

Taking into account all the important nuances and following the basic rules, conducting a dispute correctly on Aliexpress will not be difficult and the result will be positive.

How to get money back from Aliexpress. Read the article on how to open a dispute, how to negotiate with the seller, how to win a dispute and get your money back.

The concept of “dispute” on Aliexpress.

The concept of “dispute”, or rather “dispute”, should be understood as the exchange of information between the buyer and seller through the site Aliexpress in relation to goods already ordered and paid for. The dispute is included in the AliExpress program Buyer Protection. Is it possible to return money and goods from Ali? Yes, using the Protection program you can return both money and goods. But under certain conditions. In this article we will look at different situations.

Since the sales network is quite large and there are a lot of buyers, the rules for conducting disputes on ordered goods are optimized every year taking into account the needs and convenience of customers.

When to open a dispute.

The initiator of the dispute is the customer who does not agree with what he received in his order, or the order was not received, although all deadlines have expired. A dispute is different from personal correspondence with the Seller, therefore, if there are complaints about the product, the goods have not been received, or the package has been sent to another address, open a dispute in the system, to which, if necessary, the Aliexpress Administration (mediators) gets involved after a while. Mediators consider the dispute if the Seller does not agree in the dispute. If the Seller agrees with the claims you make, the dispute is considered closed, the order is also closed, and your money is returned. In any case, the Seller is not authorized to dispose of money from a purchase that is in dispute and the order has not been closed, that is, the Buyer has claims. As soon as the dispute is resolved, the money until then held by the intermediary (namely Aliexpress) is transferred to the Seller’s account or returned to the Buyer.

Most importantly, the seller will not receive your money until the order status is COMPLETED. If you want to receive a refund or a refund, do not miss the end of order protection.

When there is no need to open a dispute.

Repeated disputes regarding the same product are not opened (re-sending, replacement of defective items, etc.). Try to resolve everything in one dispute.

If your track is not yet tracked (or not tracked at all), this is not a reason to open a dispute.

The dispute is opened BEFORE the expiration of the protection period. In some cases it may open AFTER, but it is in your best interest to be proactive and not delay. Typically, a dispute is opened by the Customer from a week to one day BEFORE the end of the protection period.

Motivation for the dispute and collection of facts.

– Collect all the necessary facts and evidence that you acted correctly and correctly regarding the order, and there were no omissions on your part.

– Weigh your arguments well. If this concerns the goods received, collect evidence that you expected to see something different and why, and if the goods were not received, that you indicated the correct delivery address.

– Use a simple and unambiguous method of expression, make sure that the claims in English (and only in English) sound correct.

– Add photos and videos, this will serve as a good evidence base. Therefore, when you receive an order with an expensive product, take a video of the opening of the package. If the product consists of parts, film the assembly process; if it is a piece of equipment, also capture the moment it is turned on. The video should be good quality, controversial points should be immediately visible.

– It will be even better if you can comment on the discrepancy in English, since you will more accurately tell the nuances that you are interested in correcting. If you do not communicate in English, describe the problem in writing. You can use Google translator or other programs. Be persistent, the seller must find out what is wrong.

– Take screenshots of parcel tracking if the parcel went to another address or was not delivered on time.

What the Buyer should not do.

The situation of starting a dispute for the Seller is not a very pleasant procedure, delaying the moment of receiving money, so he will try to resolve the dispute in the following ways without damage to himself:

– will offer to pay you via PayPal – refuse, you must receive the money through Aliexpress and that’s the end of it, otherwise there are no guarantees;

- will suggest that you send the product back to him, and he will send you another, high-quality one, without any additional payments - refuse, often people do not wait for their orders and no one returns their money (although there have been conscientious sellers, but you don’t know when and with whom you take risks).

Opening a dispute.

A dispute is opened if the order is in transit for more than 10 days and is in the “Waiting for confirmation” status. If your order has not yet begun to be transported, do not open a dispute.

To start the dispute process, open order list, select the required order, tick the specific product and click the “Open dispute” button.

Or click next to the order number on More details.

Don't press the button Confirm receipt of goods! Click on Open dispute.

Points of dispute.

In the window that opens, you will be asked to fill out the items regarding your claim.

In the “Expected decision” item, you will be offered two options for the outcome: either you want your money back and you return the product, or they simply return your money (for example, the product was not delivered to you). If you select the "Return Item and Refund" option, be prepared to be provided with the shipping costs (not required, but in most cases this is what happens). Only when the seller receives the goods does he undertake to send (return) your money to you, and not earlier.

At other points you can also choose the most optimal option for you. We advise you to think about it and not rush.

Items marked with a red asterisk are required. There will also be tips on the right, check them out.

Dispute with Aliexpress if the goods have not arrived.

Important!

• The reason for the dispute is a fairly important point. Try to choose your specific and very compelling reason, otherwise the dispute may simply be rejected.
• For example, you should not select the “No tracking information” offer - the dispute may be rejected for “invalid reason”.
• Not the most favorable reason for the dispute is “Problems at customs”, since the Seller is not the deciding party here, the dispute will not be resolved in your favor. Try to find other grounds for the dispute.
• In addition to the fact that the dispute is in English, and not in Russian, try to describe the problem in detail, and comment on photo and video materials even in obvious things and details. This will make it more clear to both the Seller and the Aliexpress administration.
• Your video file as an addition to the dispute must be processed and attached. Links (to YouTube, Google Drive, etc. are usually not taken into account in disputes).

Dispute status.

The dispute has a countdown - no more than 5 days should pass from the moment it is opened to its completion. It is during this time that the Seller must offer you a solution to the dispute, otherwise the dispute is automatically closed, and your conditions and claims are also automatically considered accepted. Therefore, and not only because of this, put your conditions in the most favorable position for yourself.

The seller will not ignore the dispute and, naturally, will try to win it in his favor. But, however, experienced sellers often do the following - they offer a solution to the issue shortly before the end of the dispute. Why is this being done? To increase the time of the dispute. After all, by making a counter offer to you, he thereby resets the timer. After the Seller’s decision on your claim appears, you will see two options for what to do: click the “Accept” button of the Seller’s offer and “Reject” it.

How to proceed?

- Do not hurry. Of course, you can always agree to the Seller’s terms. Read carefully to see if you understand everything exactly what you will get in return for your inconveniences, and if the Seller is simply superb and is ready to reimburse you for everything, still do not rush to make a decision with the “Accept” button and consult on the forum. Perhaps not everything is so tempting.

- Don't rush again. You will always have time to refuse too. Look through the forums, perhaps someone has already encountered a similar problem and you can gain experience in responding to similar offers from sellers.

– Even if you think for a long, long time and time passes by itself, nothing bad will happen - the administration will intervene and say who is right and who is wrong. Although, whether you take a passive wait-and-see position or not is a matter of your principle. And we shouldn’t forget that silence is a sign of consent. The administration will decide that you have left things to chance, since you are no longer interested in the outcome of the dispute, and then the Seller can get his.

You and the Seller: correspondence.

Often in comments on a dispute, Buyers spend a lot of time on indignation and evidence, and the Seller zealously assures that an unfortunate misunderstanding has occurred and now everything will be clarified in the best possible way. We remind you that the Seller’s agreements with you do not have legal force; they are aimed at resolving your indignation and, as a result, closing your dispute. If you close the dispute at this stage, you can only rely on the nobility of the Seller. Alas, if it does not appear and they forget about you, you, unfortunately, will not be able to open a dispute for the same reason according to the established rules.

If you have stopped tracking the track, the Seller is unlikely to help you in any way in correspondence. Open a dispute. Notify the Seller that for such and such a reason you have opened a dispute, where all the facts are given. All.

Standard algorithm of actions in case of dispute

1. You are at a loss and ask the Seller a question in correspondence.
2. The seller replies that everything will be settled, the goods are about to arrive, or he (if the goods are of poor quality) will send you the same product again.
3. Nothing is being settled. You suspect that it is better to open a dispute.
4. Open a dispute. The seller is embarrassed, says that “we agreed, why did you open a dispute”, agrees with you that he will send the same product, but in good condition, but on time, but in the desired color, style, size - in general, the one you ordered initially .

Your reaction: if you want, agree, if you want, reject the Seller’s offer. We advise you to decline. You are taking a risk.

If rejected, Seller No. makes concessions to you and agrees to return the money if the goods really did not reach you or are of inadequate quality, but says that he will pay through PayPal system.

Your actions: you can agree, you can reject the offer to work through PayPal. We advise you to decline. You are taking a risk.

1. An “offended” Seller may reject your dispute (called a zero refund). His right. But your dispute will still be considered by Aliexpress mediators, and whether the Seller will be right remains to be seen.

Read more about canceling a dispute.

The dispute can be canceled if the order protection period has not yet expired. After the protection period expires, the order is closed and a new dispute cannot be opened.

Before the dispute is canceled, you can request an extension of order protection from the Seller. If the Seller doesn't mind, make sure he actually extended the deadline.

Important!

• A dispute for which the protection period has expired cannot be canceled!
• Do not confuse the dispute timer with the protection period!

If the Seller has indeed extended the protection period, and you see this on your screen, you can click the “Cancel dispute” button. Your dispute will be closed as a canceled dispute. You can now open a new dispute.

Be careful!

– Making a decision by the Seller and canceling a dispute are two different things, do not confuse them!

– Dispute cancellation occurs only after you click the “Dispute Cancel” button.

Situations

1. The seller offers you to close the current dispute in order for you to make a new order for a symbolic price of $0.01, and undertakes to deliver your order to you in in the best possible way. If your previous order cost, say, $100, and you close it, then if the Seller fails to fulfill his promise on the new order, he will only owe you $0.01. You will not be able to open a dispute over a $100 order again!
2. The seller “understands” your frustration and offers you a refund of the money spent via PayPal with the note “For the product”. We caution that if you agree to return your money in this way, and, accordingly, close the dispute at the request of the seller, then Aliexpress can no longer interfere with your further financial relations with this Seller. They sent you money, you received it, and the Seller may well open a dispute against you in PayPal for not receiving the goods from you that he paid you for! You can already guess the outcome of the dispute. But this is already a dispute on PayPal.
3. The seller asks to send the goods back to him. OK! But with one condition - you discuss and formalize such an agreement through a dispute, through an argument. Open a dispute with the condition “Return of goods and funds”. We warn you that simple correspondence with the Seller does not provide guarantees. Document everything through official documentation, which will then become a winning moment for you.

Important!

In the new interface, you can change the reason for the dispute (dispute) in the current dispute. To do this, click the link in the title of the dispute. You can also change the description of the dispute and add evidence, or delete facts that are no longer significant.

Changing the reason for the dispute.

If the Seller asks to change the reason for the dispute, pay attention to what goals he is pursuing. Naturally, the Seller wants to preserve his good name, but if he asks you instead of “Poor quality product” or “Counterfeit” to write “Product not needed”, i.e. personal reasons, then you can either allow this to happen or protect future customers from the Seller’s dubious integrity.

The seller may offer to change the reason for the dispute that you are allegedly returning the goods. Be careful, the return cost may be higher than the cost of your item.

If the change in the reasons for the dispute are generally objective and adequate, we can agree.

The seller offers a solution to the dispute

Within 5 days from the date you open a dispute, the Seller must offer you a solution to your issue. It must be officially presented in the dispute as the “Seller’s Decision.” Any other correspondence and personal agreements with the Seller have no legal force.

Solution "Return of goods and money"

If the Seller offered the “Return of goods and money” solution, then you must send the goods to the Seller within 10 days and provide him with the tracking number of the shipment. Be careful, if you do not adhere to the deadlines, the Seller will win the dispute in his favor and will not be obliged to return your money, the dispute, as well as the order will be closed with a decision in favor of the Seller. You can receive money for this dispute if the Seller confirms receipt of the goods you returned and a dispute is not opened against you. But there are also nuances here - sending the goods back can be quite expensive, and the goods themselves can be damaged in transit, or even not be delivered to the addressee at all.

Money Back Solution

If the Seller’s decision on this claim contains “0” (“Zero”), this means that the Seller does not agree to return the money, he rejects your dispute. Press the “Accept” button only when you are satisfied with the amount that the Seller will supply as refund to you. Aliexpress guarantees a refund within 10 working days (sometimes the period increases to 15 days). Please count weekends and holidays (in China) as non-working days. On the Aliexpress website, in the “Payments of your order” tab, a refund schedule will appear within 24 hours, and it will also be reflected in your list of orders in the “Refund Stages” item.

You are not satisfied with the Seller's decision

If you opened a dispute, expressed what you would like to receive as a result of the dispute, and the Seller does not agree, escalate the dispute. Exacerbation of a dispute is the involvement of the Aliexpress administration in resolving the dispute. The date when arbitrators from Aliexpress will join your dispute is indicated on the top graph of the dispute. When you click the “Reject” button when the Seller’s decision is unfavorable for you, you thereby speed up Aliexpress’s intervention. You also have the “Accept” button available in case you change your mind and still agree to the Seller’s decision. The seller may offer you other solutions before you escalate the dispute. You should not be persuaded and change your requirements.

And, if you do not intend to give in to the Seller, and the Seller does not make those concessions and those decisions that seem logical and fair to you, escalate the dispute by involving mediators from Aliexpress - reject the Seller’s decision and mediators will be involved automatically.

Escalation of the dispute

First of all, it is necessary to indicate that aggravation of the dispute with the involvement of Aliexpress arbitrators does not guarantee the fulfillment of your requirements in the dispute. Yes, it is likely that if the argument is presented clearly and in English, and photographs and video materials are attached that directly indicate shortcomings in the Seller’s work, then you will win the dispute. But if this is not the case and there is no evidence or there is clearly insufficient evidence, who will win the argument is still unknown.

What is the correct argument in your dispute from the administration's point of view? Of course, as in any other case - who violated the terms of the contract. It is from this point of view that your dispute will be resolved. Who violated and whether there was a violation, what led to the dispute, who and how wants to resolve the conflict, the Seller or the Customer - all this will play a role in the resolution of the dispute by the Aliexpress administration.

As proof, the seller provided a screenshot of the track of some “left” parcel.

Important! Refunds will only be made using the method used to pay for the order.

Contacts

You can contact the Aliexpress administration with any questions via chat on the website. Use the opportunities available to you to communicate in English. The Aliexpress administration is doing everything possible to ensure that buyers do not encounter dishonest transactions via the Internet, therefore they insistently ask to use free service checking goods on Aliexpress. Happy shopping on Aliexpress!

Aliexpress can and should return the money if all conditions are met. Is it possible to win an argument? Open dispute need to win. Provide all the evidence that you are right and you will get your money back.

So, you have successfully opened a dispute and are waiting for a response from the seller.

After you have opened a dispute, there are three possible scenarios.
1) The seller will not argue with you and will accept your offer. The dispute will be closed and the AliExpress system will begin the procedure of automatically returning you the amount that you indicated when opening the dispute.

2) The seller will not respond to an open dispute within the 5 days allotted for response. In this case, the dispute will be closed automatically in favor of the buyer and the system will also return the requested funds. You can finally make sure that the funds will be returned to you, and also find out the date of the planned refund on the PAYMENTS tab in the details of your closed order.

3) The seller rejects your request and makes a counteroffer.

We will dwell on this version of events in more detail, since this particular stage remains completely incomprehensible and even “dangerous” for most buyers who open a dispute for the first time.

If the seller rejects your offer, your dispute status will change from "Pending Dispute Approval by the Seller" to "Pending Your Acceptance of the Seller's Decision."
And the dispute details page will look like this:

You will see a time counter.
Within this period of time (15 days) you must resolve the problem with the seller. If during this period your dispute is still open, it will automatically escalate and the situation will be considered by the AliExpress administration.

On this page you can see the entire history of the development of the dispute. You will be able to communicate with the seller and attach new photos and video evidence.

Let's consider the main elements of dispute management in this situation.

“Cancel Dispute” button
By clicking on this button you will temporarily close the dispute. You you can open the dispute again, if the order details still have time left on the order protection timer.
If you cancel the dispute when the timer has expired, the dispute will be considered permanently closed and it will not be possible to open it again. Therefore, if you want to cancel a dispute, but the timer is running out, then first make a request to extend the product protection time and after you make sure that the timer has been extended, cancel the dispute.

Accept button
By clicking on this button, you agree to the seller’s terms, and the dispute, and with it the transaction, will be considered finally closed. Before clicking on this button, make sure that the amount and terms of compensation specified in the seller’s offer are completely satisfactory to you. Do not click on this button if the refund amount is zero. Because this will mean that you will not be reimbursed a penny and the deal will be closed.

Edit button
By clicking on this button you can change the terms of a previously created dispute proposal. The edit page is logically similar to the page for opening a dispute, and you will need to re-indicate whether the product was received, the desired amount of compensation, the reason for opening a dispute, etc.
You can change the terms of both your own offer (for example, if you want to change the refund amount or reason) and the seller's response offer, changing the parameters of a given dispute. In this way, both the seller and you will be able to edit the dispute, putting forward counteroffers until you find a compromise solution to the dispute and one of the parties clicks on the “Accept” button. Also, on this page, you can write a message to the seller and attach photo/video evidence.
After editing the dispute, the page will switch to the already familiar status “Pending approval of the dispute by the seller” with a time counter for the seller’s response, during which he must take any action, or the dispute will be closed in your favor.

Button “Escalate the dispute”

If you understand that you cannot reach an agreement with the seller, then you can involve the AliExpress administration in the dispute, which will review your evidence and make a decision.
Before you press the button "Aggravate the dispute", make sure you provide all the necessary evidence, and most importantly, that you are satisfied with the amount and conditions in the last open offer for the dispute.

Remember that after you convert a dispute into a claim, it will be possible to add new evidence only if the administration requests it additionally. The administration's decision will be final. After the administration makes a decision, the transaction will be considered closed and the dispute will be reopened, or it will no longer be possible to challenge the administration’s decision.

Common Examples

Example 1. The track number is not readable for more than 15 days on any of the resources and for this reason a dispute was opened. The seller rejected your dispute, indicating a track number that is successfully read by postal services.

In this situation, the buyer must either cancel the dispute by clicking on the appropriate button (preferred option), or (if you believe that you are being defrauded) change the reason for the dispute to “Item not received” and insist on compensation.

Example 2. You received an item that you were not happy with for some reason, so you have requested a partial refund in a dispute. The seller rejected your dispute with a counteroffer for less compensation.

In this situation, you can edit the dispute by making a counteroffer to the seller with a new amount that suits you. This way, you can bargain with the seller like at a bazaar until you find a compromise solution. Or you do not intend to bargain, then, after waiting for the “Aggravate the dispute” button, submit this dispute to the Aliexpress administration for consideration.

Example 3. You did not receive the goods and opened a dispute due to the reason “Item not received”. The seller rejected your offer, extended the order protection timer, and asked you to wait for your parcel, citing poor postal service or the fact that he resent the order, which is about to arrive.

In this situation you can cancel the dispute, making sure that the protection timer has been extended or escalate the dispute, as in the previous situation.

Did the seller on Aliexpress respond and offer a solution to the dispute? Make a positive decision or escalate the dispute!

At this stage, as in the previous steps, you will see buttons - “cancel dispute”, “escalate dispute”, “edit dispute”, “escalate dispute”. Aliexpress has done everything possible to protect its customers as much as possible!

ATTENTION! Pay attention at each stage to the amount in dispute, since it can be regulated by both the buyer and the seller. As a result, there is a chance to agree to a refund of $0. And a refund is promised, and there is no money...

The seller rejected the dispute on Aliexpress: what to do?

If the seller did not come to an agreement but rejected the dispute, you can escalate the dispute, or if the dispute is already closed (don’t despair), contact the administration. But in order to respond to the situation in a dispute in a timely manner, we recommend logging into your Aliexpress account once a day. This guarantees faster returns.

Video: How to open a dispute on AliExpress - How to get your money back if the seller does not accept the dispute

How to respond to the seller in a dispute on Aliexpress?

In order to respond to the seller in a dispute, you must write a message in the “Leave a comment for the seller” menu and click the “Send” button. The message can be written in your native language, and the seller will be able to translate it online if necessary.

How to respond to the seller in a dispute on Aliexpress?

Example of a dispute on Aliexpress

The author of this article is a big fan of Aliexpress and has ordered hundreds of products from this site. Not surprisingly, there are a few controversies in store.

In order to clearly understand how a dispute is conducted, we will show screenshots of an active dispute with one wonderful Chinese seller who sent the goods, but the parcel was lost on the road (no longer trackable at the customs of the recipient’s country).

The seller had previously seen that the buyer’s protection was expiring and the goods were not delivered and increased the protection by an additional 20 days, the time was running out, there was no parcel and the buyer could only open a dispute and request a refund.

In this case, it was indicated that the goods had not been received and the full amount was requested.

The seller said in a message that he was very sorry and offered to once again extend buyer protection. He also apologized and asked to go to a meeting, since the disputes affect his business (as mentioned above).

Please note that regardless of the correspondence, the timer counts down 5 days, after which the dispute will be transferred to the Aliexpress moderator.

And for clarity, another dispute, already closed.

The product was ordered in one size, but arrived in another. The correct size was indicated on the tag, but the wrong size was indicated below on the same tag. But in general, the difference in the volume of underwear was 10! more centimeters.

Dispute on Aliexpress: photo evidence in dispute

To confirm, the product tag was photographed and the reasons for the dispute were indicated. Also, not the entire amount was requested, but the amount that was requested from the studio to adjust the size; unfortunately, it turned out to be only 7 cents less than the cost of the goods.

The seller accepted the order, apparently double-checked the information, and on the same day, a few hours later, agreed with the dispute.

Dispute on Aliexpress: solution to the issue

By the way, over several years of active purchases from the author, such situations arose only a few times, most often with goods with a very low price, but the resolution in disputes was always in favor of the client.

Options for resolving a dispute on Aliexpress

If the first (and maybe second, third, etc.) dispute is opened, the question arises: will the dispute always be resolved in my favor?

If you constructively, describe in detail everything you disagree with, support it with photos and video evidence. Check the status of the dispute at least once a day and actively respond to the seller, if necessary, involve an Aliexpress employee - the success of winning the dispute is guaranteed!

But in practice there may be four options for resolving the dispute:

• The seller will accept your terms, close the dispute and make a full or partial refund (as specified in the dispute);
• The seller will not accept your terms and will reject the dispute, considering your demands unfounded;
• The seller will reject your offer and offer his own terms;
• The seller will ignore the dispute and after 5 days it will be closed automatically and a refund will be made.

Video: How to get money back on Aliexpress.com? All situations

How to understand that the dispute on Aliexpress has been won?

The status of the dispute at the end is “Dispute closed (dispute resolution).”

If you do not agree with the decision, contact the support service, perhaps the dispute will be resumed and the decision will be changed (if you provide new evidence or the Aliexpress moderator has not previously participated in the dispute).

Dispute resolution on Aliexpress

And in conclusion, I would like to add - a dispute is not bad, a dispute is an opportunity to dispute/return/request a part or the full amount for a purchase. And you must admit, this is often lacking on other foreign sites! Good luck to you and only successful shopping!

Video: How to respond to a seller in a dispute on Aliexpress?