While most issues can be handled successfully through basic, open dialogue with the seller (as both parties benefit from a favorable business relationship), some situations must be escalated into more formal requests.
By opening a dispute, you are officially stating that you are dissatisfied with some aspect of the seller's products and want them to take immediate action to remedy the situation.
Your order is not received within the confirmation date (confirmation dates vary according to the sellers’ stated delivery time, 60 days maximum) and after the seller has confirmed the order has been shipped.
If your order is delivered successfully according to our system, the delivery time in our order will be reduced to 5 days.
When your order is not received in a satisfactory condition
Fill out the form provided. Explain the issue with your order and request an exchange, a partial refund, or in some cases a full refund.
This will open a page containing all the orders you have made on AliExpress. On the right-hand side of the disputed order will be several options. Click on the Open Dispute*link.
*The Open Dispute button can also be found on the Transaction Details page by clicking View Details.
A basic form will pop up listing the details of the order, the reasons for the dispute and asking whether or not you would like a partial or complete refund. After completing the form, click Submit. This information will be sent directly to the seller.
If you have received the goods, you must also attach evidence, such as pictures/videos/chat records to support your dispute request using the Add Attachments* function.
*If you haven't received the goods, sending an attachment is optional.
After submitting the Open Dispute form, the seller has 15 days to respond and try to reach an agreement with you. If no agreement is reached within the 15-day time period, the dispute automatically becomes a claim (see file a claim). Claims are reviewed and mediated by the AliExpress Case Management Team.
If you don't hear back from the seller or if you feel negotiations are not moving forward, you do not have to wait until the 15-day dispute period ends – you may file a claim within 3 days of opening a dispute.
Note: All dispute information will be recorded and saved by the AliExpress Case Management Team in case the dispute becomes a claim. If the claim reason is ‘not received products’ but the seller’s stated delivery time has not ended, the team will handle the case until it ends.
After you open a dispute, you can modify your Dispute Request and try to reach an agreement with seller during the dispute timeframe.
After completing the form, click Submit. This information will be sent directly to the seller.
It is strongly urged that you do your best to discuss any issues with seller to try and negotiate a reasonable solution, as your purchase is with the seller directly and not with AliExpress. It is also recommended that you actively keep in communication with the seller during the Dispute process. All relevant dispute information entered in the Open Dispute form should be shared with the seller via email, leaving messages on Transaction Details or Trade Manager as well, as this may help expedite the process.
If you opened a dispute as Goods Are Not Received, the system will continue to track the delivery status of your order. If the system eventually registers the tracking information as delivered, it will inform you by email. If you have received your order, please cancel the dispute immediately.
If the order you received is not as described, please modify the reason for your dispute request within 5 days or the system will release the money to the seller.
If you still haven't received your order, please file a claim within 5 days.
In the unfortunate event that you and the seller can't reach an agreement during the 15-day Dispute time period, you may File a Claim. Both Contact Seller and Open Dispute are steps you take to talk to and negotiate with the seller. The last step in the process is filing a claim, which escalates the matter to AliExpress.
By filing a claim, you are basically stating you have been unable to reach a fair, reasonable agreement with the seller and are requesting AliExpress to mediate the matter. Reasons to file a claim may vary, but include the seller not responding to your requests or refusing to partially refund you for an order sent in an unsatisfactory condition.