In AliExpress, almost any problem can be solved through a dispute. This is the only working tool that allows you to return funds if you are not satisfied with the product or did not receive it. How to open a dispute, how to win a dispute and receive compensation, you will learn today.
How to open a dispute on AliExpress
It is recommended to open a dispute before the end of the buyer (goods) protection period, 5-7 days before the expiration date for the delivery of the parcel . You can open a dispute earlier, if there are good reasons for that. For example, if you see that the order is not being delivered to the right place or its tracking is impossible.
But in this case, the chances of winning the dispute are small – AliExpress will consider that the reasons indicated are not indisputable evidence that the package will not arrive. But if the deadlines are running out, then it’s another matter, and the arbitration of the service often takes the side of the buyer.
For sellers, opening a dispute is a negative point, since each such dispute lowers their rating in the system, which means that their products will be shown lower than similar products from competitors. And the competition on this site is impressive …
Therefore, when opening a dispute with the seller, you will be persuaded to either cancel / close the dispute, or reformulate its topic to a safer one for them. Finally, they will try to convince you that the package will arrive any minute.
There are many other tricks to convince you to drop the dispute – for example, by extending the product protection period , offering a refund via PayPal, etc.
You should not succumb to such tricks, otherwise you risk being left without goods and without money. If the problem is on the side of the seller, then a timely dispute on AliExpress will allow you to return your funds with a probability of up to 98-99%.
Opening from now on is quite simple, but you need to do this only when there are good reasons – the goods did not arrive when the deadlines were running out, or they arrived defective, or the order turned out to be understaffed. If you received a problematic product, simply click the “Open Dispute” button by opening the order in your profile.
After that, a page will open that you need to fill out correctly. How to do this, we will tell a little later.
You can open a dispute from your phone in the AliExpress mobile application in the same way: go to your personal account, click the “Orders” tab and select the “View All” item. We are looking for a problematic order, click on it, look for the “Open Dispute” button at the bottom of the page. We tap on it, thereby opening a dispute with the seller.
ATTENTION. If the seller starts to balk, you should not think that he does not want to return the money – they will be returned by the service itself, which reserves the funds you transferred for the order until it is closed.
Therefore, your demands for a refund in correspondence with the seller are illegal. But he is not interested in you returning the defective product to him, and even more so in lowering his rating, promising a decrease in the number of orders. And he will seek to resolve the dispute amicably, before the intervention of the AliExpress administration. Often using fraudulent methods.
How to conduct a dispute on AliExpress
The result of resolving the dispute depends on how you fill out the page where you need to indicate the reason for opening a dispute and, if possible, present strong arguments in your favor. If the result is positive, you will be returned the money or compensate for the losses, if the result is negative, you will simply lose the money spent.
After opening a dispute, you will be prompted to indicate the reason by choosing one of several options.
Refund only
Are you experiencing shipping issues for the following reasons:
- the parcel protection period is coming to an end, but the shipment has not yet arrived;
- information about the current location of the shipment is not tracked;
- the order was returned to the seller by the transport company.
There were problems with customs – indicate this reason, and the money will be returned to you, as in the case when the parcel was delivered to the wrong address.
Return of defective goods and money
The reason may be personal:
- you placed an order by mistake;
- you no longer need the product;
- you found the same item at a lower price.
The items received do not match the description posted on the seller’s page:
- the item arrived in the wrong color that was specified in the order;
- the goods or parts thereof are made of the wrong material;
- Wrong size came
- they sent you another model;
- The brand of the product is not the same as in the description.
The reason for opening the litter can be damage to the goods:
- the parcel arrived already with defects;
- the product was scratched;
- upon receipt of the parcel, the packaging was damaged.
If you think that the quality of the product is too low, please choose one of the following options:
- technique does not work as it should;
- clothes have stains;
- goods arrived with defects;
- There is an unpleasant odor coming from the item.
If incomplete, please specify the required option:
- the parcel came empty;
- some items are missing.
There is such an answer as a fake or the presence of problems with the accessories of one of the goods received.
You must indicate the reason for opening the dispute as truthfully as possible.
It is clear that if you did not wait for the shipment, you do not need to send the goods to the seller, so we select the “Only refund” option.
Much more often things arrive that do not meet your expectations, in which case a refund is possible only after you send the package back and the seller receives it. Provided that the dispute was resolved in your favor.
If you are not going to send the goods to China, the maximum that you can count on is compensation from the seller for defects and inconsistencies found.
But indicating the reason for opening a dispute is not enough – you must describe your claims in detail in the appropriate field. You can describe in Russian or English. At the same time, it should be borne in mind that the translation from English will be machine-made, that is, not of very high quality. Approximately the same as the description of the goods on AliExpress is translated.
To make your arguments as convincing as possible, you need to add evidence of your innocence, for example, an unpacking video. To upload a video on AliExpress, simply click on the “Add Video” button below which will list the requirements for the uploaded file.
After filling in all the fields and uploading photos and videos, click the “Submit” button located at the bottom of the page.
How to escalate a dispute on AliExpress
As soon as the dispute is opened, the countdown begins – the seller must respond within 5 days, while the status of the dispute will be: “Pending approval by the seller.” The seller has several options: confirm the dispute, offer you a solution to the problem, or not respond to the request at all. In the latter case, the system will automatically consider that the buyer is right and initiate the refund procedure.
If the seller chooses the second option, the status of the dispute will change to “Pending the buyer’s agreement with the seller’s proposal.” You can continue the correspondence, seeking to agree on favorable conditions for you, and if a compromise is reached, click the “Accept” button.
IMPORTANT. If you have amicably agreed to return the goods, do not forget to ask at whose expense the return delivery of the parcel will be carried out. He may think that you should pay for transportation, and if this is not an acceptable option, refuse to accept the seller’s offer.
If the negotiation process does not lead to anything and each side considers itself right, you need to aggravate the dispute in order to involve AliExpress experts in it.
Under the following conditions, the dispute will be escalated without your participation automatically:
- if the dispute was initiated more than 15 days ago, and a compromise has not been reached;
- if the package has not been received by you, and the order protection period has expired.
In this case, the status of the time will change to “Intensified Disputes”. Now all that remains is to wait for what decision the AliExpress arbitration will make, no more than 60 days are allotted for this. Perhaps the administration will ask you to provide additional information on the dispute. All notifications will be sent to your email .
Outcome of the dispute
So, in order to win a dispute on AliExpress, you must present strong arguments confirming that you are right. In some cases, this is not necessary either – for example, if you did not receive the package on time or it went to the wrong address.
If the arbitration agrees with your arguments, the status of the dispute will change to “Dispute Closed” and a refund procedure will be initiated. If this is an unconditional return (sending the goods is not required), then it takes from a week to 10 days. If a return shipment is required, then you need to wait the same amount, but after the seller confirms the fact of receipt of the goods.
In this case, the funds will be returned in the same way that you used to pay for the order.
Cashback, if any, will be deducted from the cost of the order.
Cancellation, dispute closure
The dispute will be closed automatically as soon as you confirm the receipt of money (in the event of an aggravation of the dispute) or confirm the seller’s offer, which involves resolving the conflict without the participation of an intermediary (AliExpress).
If you do not intend to continue the dispute, then you have two options: aggravate the dispute or cancel it.
In what cases may a dispute be canceled? For example, if the dispute is open due to a delay in the parcel on the way, but the seller has extended the protection period. Or if the parcel was lost, but the seller sent it again, providing you with a new track code for tracking. There is also an option when, after unpacking the package, you open a dispute, being sure that the equipment received is not working, but later it turns out that you simply did not know how to use it.
To close a dispute on AliExpress, follow the following step-by-step instructions:
- go to an open dispute and click the “Cancel dispute” button;
- you will be required to confirm the actions, and a message will be displayed warning you of the possibility of re-opening the dispute, if such a need arises.
Closing and canceling a dispute is just as easy in the mobile app.
How to reopen a dispute on AliExpress
If the buyer, for any reason, decided to close the dispute, but later it turned out that not everything was fine with the order, you have the opportunity to reopen the dispute. In AliExpress, there are no restrictions on this. To do this, go to the problematic order and make sure that the corresponding button is not gray (inactive) – in this case, the dispute cannot be opened again and you need to find out the reason why this feature is deactivated.
Usually, the blocking of the re-opening of the dispute is made for the following reasons:
- you are trying to open a dispute 15 days after receiving the package;
- order protection period has expired. Open a dispute before it ends;
- the previous dispute was closed (approved) by you;
- the dispute is left to the administration of AliExpress. In such cases, the conflict is considered settled without the right to re-open the dispute.
Do not try to open a dispute, indicating the reason “The goods did not arrive” if the package is tracked and has the status of being on the way – in this case, your actions will be recognized as fraudulent, and at best you will not be able to discuss this order. At worst, your account will be blocked.
There is only one conclusion from everything written: you can and should open a dispute if you have evidence that you are right. Unfounded claims may not be satisfied, and with sanctions against you.
