AliExpress open dispute > The orders on AliExpress are protected by Buyer protection. If you have not received your order or if you are not satisfied with the product you have received, please contact the seller first to try to find a solution. If that does not work, you can request a refund by opening a dispute on AliExpress before the Buyer protection has ended.
The method of opening a dispute
- Search the order under My Orders – All Orders. Click on View Detail to see the details of the order.
- Click Contact the seller to contact the seller, or open a dispute to request a refund.
- You can choose between two options on AliExpress for opening a dispute : Return goods – this means that you want to return the item and request a full refund, or only a refund – this means that you did not receive the item and request a full refund, or that you did receive the item and want a partial refund (without having to return the item).
- You will be asked to answer a few questions about why you want to open a dispute on AliExpress (open dispute). Fill in the form and send it back.
Open dispute process
During the open dispute process of AliExpress you can discuss the reimbursement conditions with the seller. If you and the seller cannot come to an agreement, AliExpress will have to help. During this time you are still free to negotiate an agreement with the seller. You can choose to accept the proposal of the seller or the proposal of AliExpress. After this, the open dispute process with AliExpress will be completed and your refund will be processed.
How to open a dispute with AliExpress?
Although most issues can be successfully resolved through a thorough, open dialogue with the vendor (since both parties benefit from a favourable business relationship), for some situations AliExpress has to intervene itself. By opening a dispute, you officially indicate that you are dissatisfied with a certain aspect of the AliExpress vendor’s products, and that you want them to take immediate action to remedy the situation.
A dispute at AliExpress is opened when
Your order was not received within the confirmation date (the confirmation dates vary depending on the seller’s specified delivery time, up to 60 days) and after the seller has confirmed that the order has been shipped. If your order is successfully delivered according to the system, the delivery time in the order will be reduced to 5 days. In addition, a dispute with AliExpress can be opened when the product does not comply with how it is described on the site.
How to open a dispute with AliExpress
To start the open dispute process, you need to log in to AliExpress and click on My Orders on the home page (in the top toolbar). This will open a page with all the orders you have placed on AliExpress. On the right side of the disputed order will be several options. Click on the Open Dispute link. The button to open a dispute can also be found on the Transaction Details page by clicking View Details.
Fill in the basic form
A basic form will appear with the details of the AliExpress order, the reasons for the dispute and whether or not you want a partial or full refund. After filling out the form, click on Send. This information will be sent directly to the seller. Once you have received the goods from AliExpress, you will also need to attach evidence such as photos/videos/chat records to support your dispute request using the Add Attachments function. If you have not received the goods from AliExpress, sending an attachment is optional.
The handling of AliExpress
After submitting the Open Dispute form on AliExpress, the seller has 15 days to respond and try to come to an agreement with you. If no agreement is reached within the period of 15 days, the dispute will automatically become a claim. Claims will be assessed and mediated by the AliExpress Case Management Team. If you don’t hear from the seller or if you think the negotiations do not go ahead, you don’t have to wait until the 15-day dispute period has ended – you can make a claim on AliExpress within 3 days after opening a dispute.