To get a refund on a product you purchased on AliExpress, you need to open a dispute as per the policy. Assuming that your order arrived on time, you could dispute on AliExpress before the 15th day after delivery.
To open a dispute on AliExpress, you need to navigate to the “Order details” page of the order in question, as illustrated below. Get to know when, why, and how to open a dispute on AliExpress.
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How to Open a Dispute on AliExpress
First, you should contact your AliExpress supplier and try to resolve the problem. Some sellers on this platform are really good and will refund or replace the damaged product without the need for a dispute.
If the seller is unresponsive or is not willing to settle, you can go ahead and open a dispute on AliExpress. Here is how you should go about it:
Step 1: Sign Into Your AliExpress Account
Launch your preferred Internet Browser on your personal computer(PC) and navigate to the AliExpress homepage. Click on the “Sign In” button—positioned on the top right corner of the homepage. Now enter your AliExpress login credentials (username/ email address and password)
Finally, click on the “Sign In” button to log into your AliExpress account.
Step 2: Open the Order You Would Like to Dispute
Having logged into your AliExpress account, hover the mouse pointer over your profile image—towards the top right corner of the screen. Now select the “My Orders” option from the drop-down menu that appears.
From the displayed list of orders, select the one associated with the item you would like to dispute.
Step 3: Check the “Purchase Protection” Timer
You may not know this, but you will not be able to open a dispute when the buyer protection time for the order runs out. Normally, the option to open a dispute becomes available on the 11th day after the order was shipped out.
For most AliExpress orders, the Purchase protection period extends to 15 days after the order was marked as received by the buyer. Before you open a dispute, check whether the Dispute option is available, based on the purchase protection timer.
From the order page you opened in step 2 above, click on the “View Details” button. This will open a new page with the purchase protection timer displayed. You can also view the order number, status, and important reminder. The reminder tells you when your purchase protection period will end.
Note: The time shown by the purchase protection timer is the Pacific Standard Time (PST), which may be different from your local time.
Step 4: Open a Dispute on AliExpress
If the “Open Dispute” button on the “View Details” page is highlighted in blue, you can open a dispute. To do this, click on the blue “Open Dispute” button as illustrated below.
This will open a dispute foam that you are supposed to fill as explained in step 5 below.
Step 5: Fill in the Dispute Form
All the fields on this form need to be filled with the appropriate information. While filling in the form, you should provide thorough details clearly and concisely. Here is how you should go about it:
a) Choose the Nature of Your Problem
The first screen requires you to give a reason for your dispute. You can do this by choosing the most appropriate option from the list of pre-determined claim reasons. The first question will be whether you received the items you ordered on AliExpress.
If you did not receive the goods within the estimated delivery period, select the “Refund Only” button then select “Full Refund” If you received the order, but have a problem with the received item—in line with the AliExpress buyer protection policy—click the “Return Goods” button on the first screen.
Next, click on the drop-down menu—just below the “Reason for refund request heading—and select the option that best describes your problem.
b) Indicate the Claim Amount
Next, indicate the amount you would like the AliExpress seller to refund in dollars. You can do this by filling in the box just beneath the “Refund amount” heading on your dispute form.
c) Add Relevant Attachments
The AliExpress dispute form allows you to add the relevant attachments to support your claim. Here, you are supposed to add pictures or a video that proves that the seller is at fault. For instance, it could be pictures showing how damaged the product is.
To upload a picture(s), click the “Browse” button—located just below the “Upload your evidence” heading. Next, open the storage folder where the picture(s) is saved on your computer. Now click on the picture to upload it to the AliExpress dispute form.
Note: you can only upload a video that is less than 200 MBs in size. As for the pictures, each should be less than 2 MBs.
Once you are done filling out the form, click on the orange “Submit” button.
Step 5: The AliExpress Dispute Resolution Process
Once you have submitted your dispute, the supplier will be allowed up to 15 days to respond. If the seller fails to respond within 15 days, the issue will be automatically escalated to the AliExpress Dispute Team.
After the team has reviewed the dispute, they will send you an email to inform you whether the dispute was resolved in your favor or that of the seller. If the seller responds, but you fail to reach an agreement, you can also escalate the issue from your end.
To do this, simply click the “Escalate Dispute” button. If you wish to modify the claim during the resolution period, log into your AliExpress account, open the order then click on the “Modify Dispute” button.
Step 6: Respond to the Refund Proposal
Upon reviewing your dispute, your seller or the AliExpress Dispute team—if the order had been escalated—will send you a refund proposal. If you are comfortable with the proposal, just accept it and wait for the refund.
In this case, the dispute will be closed and you won’t be able to make any changes or reopen the dispute again. If you do not find the proposal acceptable, reject it and probably upload extra evidence to support your claim.
Conclusion
While AliExpress is a great place to find dropshipping suppliers for your business, things don’t always go according to plan. With AliExpress Buyer Protection, rest assured that you are protected against loss should something go wrong.
If the ordered item does not arrive within the stipulated period, arrived damaged, or is different from the buyer’s description, you can claim a refund by opening a dispute. The above-described steps will help you accomplish just that.
Better still, you could order through a reputable drop shipping sourcing agent like BestFulfill to avoid unnecessary delays and frustrations.
FAQs
Q: What are the Possible Reasons for Opening a Dispute on AliExpress?
You are allowed to open a dispute if your seller violates any of the conditions covered by the Buyer Protection Policy. As such, you are eligible for a refund if:
Q: When Can I Open a Dispute on AliExpress?
The earliest you can open a dispute on AliExpress is the 11th day after the order was shipped out. The latest is the 15th day after receiving the order. However, it is advisable o wait until the end of the purchase protection period.
Q: What Tricks Can I Apply to Win a Dispute on AliExpress?
To win a dispute, you only need to prove your case beyond a reasonable doubt. In this regard, you need to provide as much relevant evidence as possible. For instance, you could attach a video of you unpacking the product upon receipt.
If the product is counterfeit or different from what the supplier promised, you will need a screenshot of the buyer’s description of the item on AliExpress. You should then submit enough photos or a video to prove that you did not get what you ordered.
Q: When and How Will I Receive My Refund?
If the dispute is concluded in your favor, you will receive the refund in 7 to 10 business days. The refund is often processed through the same method of payment you used to place the order. However, this is not the case for purchases made through Cash Payment (Russian Post, Euroset, and Syvaony), Western Union, TT, or Wire Transfer/Bank Transfer.
If you used any of these payment methods to pay for the product, the refund will be processed through your Alipay Account. The time it takes for the refund money to show up at your end mainly depends on the payment method used and your location.
