Dispute with aliexpress over faulty equipment. When should I open a dispute if the product takes a long time to arrive or the tracking number cannot be tracked? What happens after the dispute procedure is initiated

Useful tips

After the seller sends your product and you receive the coveted tracking number, a protection timer will appear in your order. This is perhaps the most important timer to focus on.
While the timer is ticking, the money is in the AliExpress account and the seller cannot use it. But as soon as the timer is reset, the order will be closed at that very moment. After which you will have only 15 days to open a dispute. If you do not have time to open a dispute within this period, the money will finally go to the seller, and it will be almost impossible to return it.

10 days have passed since receiving the tracking number.

On average, track numbers begin to be tracked within 10 days.
This duration is due to the fact that, in fact, receiving a track does not mean that the parcel has actually been sent.
Often, the seller reserves a tracking number online, and a few days later the courier picks up the parcel. Then it can travel a long distance until it reaches the sorting point of the courier company or postal service where it will be registered. From this moment the parcel will begin to be tracked.

If the parcel is not tracked after 10 days, then write to the seller and ask him to check your track. Often, after such a letter, the seller will tell you where the parcel began to be tracked, giving you a link to transport company, which your order goes with. Or they will send a new track number, citing some error, etc.

15-20 days have passed since receiving the tracking number.

If 15-20 days have passed since the parcel was sent and the seller’s actions have not corrected the situation (that is, you cannot track the parcel), then feel free to open a dispute due to the reason “the tracking number is not readable”. Please attach a screenshot from the parcel tracking service to your dispute.

If your product is cheaper than $10

If you made an order for a small amount (less than $10), and the seller did not ask you additional payment for delivery, there is a high chance that the goods will go without a track.
In order for the seller to earn at least something from this penny transaction, he has to send the goods in an economical way: courier company, the track of which is read only in China. Or without a track at all (that is, the seller cannot physically give you a track. At the same time, the Aliexpress system obliges him to fill out a field with a track number so that the order is considered sent. Therefore, the seller issues a false track number).
Such parcels arrive successfully, you just need to wait postal notice. It makes no sense to open a dispute until the protection period begins to expire.

The parcel is stuck at the Export stage.

Perhaps the export status is the longest stage along the route postal item.
The parcel may be stuck at the stage of waiting to be sent to the destination country, waiting for its turn. Likewise, after arriving in the country of destination, your order may lie in a temporary storage warehouse, awaiting its turn to undergo customs clearance. And only immediately before customs clearance, the parcel is assigned import status.
For parcels from China, the period between export and import may be more than 30 days. Sometimes they get stuck there for 2 or 3 months.
Therefore, do not panic if your parcel is stuck there for a long time. Just wait.

5 days left until the end of the protection period

When the buyer protection period is coming to an end, and the goods have not arrived, then you need 5 days before the timer expires, you need to make a decision: extend the protection period or open a dispute.

1) If the item is really necessary for you, and you feel sorry for the time spent, and also if the parcel is stuck somewhere in your country, then it is better to extend the protection period timer by 15-30 days and wait quietly.
2) If you don’t want to wait any longer, the parcel has disappeared in China or the Guaranteed Delivery Time (blue alarm clock) has already expired, then you can open a dispute.

If you don’t keep track of the purchase protection period, the timer will reset and the deal will be closed, then nothing bad will happen in this case either. According to the new rules, you will have the opportunity to open a dispute within 15 days.

It is important to understand that there is no point in opening a dispute if the track number is at least partially readable, and there is quite a lot of time left until the end of the buyer protection period. The seller will still not accept your dispute and will ask you to wait for the parcel. Mediators will do the same if the dispute escalates. They are also interested in ensuring that the parcel arrives. Therefore, if the dispute escalates too early, then most likely you will be given a certain date until which you will still have to wait for the parcel. And only after this date you will be able to receive your money.

You extended the protection timer for 30 days, but the package never arrived.

Open a dispute. Quite a long time has passed. You are required to return your money. If the dispute escalates, mediators will be on your side.

What happens if you accidentally confirmed receipt of your order?

If you accidentally confirmed receipt of your order, the order will be closed. According to the new AliExpress rules, you will have 15 days to open a dispute. Do not miss this moment. Opening a dispute is the only chance to get your money back in case of any problems.

Have a question? Write it in the comments or chat customer support services.

When should you open a dispute on AliExpress if order protection ends?

Conflict situations on the AliExpress website are resolved through disputes. But in order to conduct a dispute correctly and be guaranteed to win it, you need to follow a clear algorithm. When should I open a dispute on AliExpress if the order protection time is running out? Let's figure it out.

Order protection

Let's look at what order protection time is and why it is necessary to monitor the protection timer.

Order protection is a service specifically designed to protect the buyer from the threat of fraud. Firstly, the paid amount does not immediately go to the seller’s account, but is stored on the site’s accounts. In order to receive your money, the seller must respond to all your questions and problems that may arise during the process of sending the goods. He will receive the full amount only after the successful completion of the order, when you pick up the goods and are satisfied with them. Otherwise, there is a dispute system: you can open a dispute if the size of the item does not fit, or if it vaguely resembles the product that was shown in the seller’s picture.

You can open a dispute throughout the entire protection period. You can monitor the deadlines using a special timer in the order description. Most often, the protection period corresponds to real time, during which you must receive the product, inspect it and, in case of a problem, contact the website. If delivery takes 35 days, the seller sets a period of 40 or 50 days, although sometimes the protection period can initially reach 80 days.

What should I do if the goods have not arrived and the protection time is almost over?

When working with AliExpress, the main thing is to monitor the order protection time. While the timer is in effect, you have the opportunity not only to punish the seller for defective goods, but also return the full purchase price. However, often the package does not arrive on time.

What to do if there are only a few days left before the end of the protection period, the goods have not arrived. In such cases, it is worth extending the order protection time. But some careless sellers, relying on your ignorance, may refuse to extend the order protection time and ignore the application. How to enter in this case? When exactly do you need to open a dispute on AliExpress if the order protection time is running out?

You have two options. The first is to immediately open a dispute about the extension of protection. It is best to start a dispute a few days before the end of the order protection period, but even if you miss this moment, you have two whole weeks to open a dispute regarding the lack of goods or its malfunction. However, in this case, you risk losing the opportunity to get your money back, since once the dispute is over, it is no longer possible to open it again. Therefore, keep an eye on the timer, especially if the time is approaching the end.

Helpful information:

The BestChange.ru monitoring system brings you to the TOP every 5-8 seconds best options for 20 popular currency pairs only on verified network exchangers:

Standard methods for resolving the issue: extend the time or open a dispute

If the goods are not delivered on time, a dispute must be opened 5 days before the end of the protection period. This time is enough to decide whether you will extend the timer or go straight to the argument.

In this case, you have several options:

How to open a dispute if the protection time has expired?

Is it possible to open a dispute after the end of the order protection period and how many days after the end of the timer can this be done? Until recently, such an operation was impossible. After the protection period expired, the goods simply disappeared, and the only way to restore justice was to file a complaint against the seller. Since some sellers actively used this, the site administration made it possible to activate a dispute within 15 days from the end of the order protection period.

To start a dispute, follow these instructions:

Keep in mind that during these 15 days you can open and close a dispute several times, even if there is only one day left, but when this period ends, you will not be able to activate the dispute. Be especially careful if the problem situation occurs during the holidays.

In this case, after all the deadlines have been completed, all you have to do is send a complaint against the seller, but even this cannot guarantee a full refund, unlike a dispute.

So, how long before closing an order should you open a dispute? Most best option– don’t rush, wait until there are 10-5 days left on the timer, and then start acting. There is no point in ordering a product if you open a dispute 5 days after it was shipped.

For more information on when to open a dispute if the package has not arrived or is on the way, watch the video:

When to open a dispute on Aliexpress

Beginner buyers on Aliexpress are initially confused by the variety of product parameters that they need to pay attention to when choosing. One of the main misunderstandings is “when can you open a dispute”.

Most rely on the expiration date of order protection. This is partly correct. Of course, BEFORE the expiration of the protection period, you must either open a dispute or extend the protection. If the protection period expires, the order will be completed. In some lots you can open a dispute even after the order is closed, within 15 days, but you don’t need to let it go that far.

The seller set a long protection period

But often another incomprehensible situation arises. You have found a wonderful product (check out this example), with delivery by China Post in 26-48 days. You ordered, and the seller, instead of 26 days, gave you protection for as much as 90 days. The first question is: why are you scared? After all, the lot clearly stated the estimated delivery time was 26-48, and you were counting on 26, but here it’s three times more... And the second question is when to open a dispute in this situation?

What is Estimated Delivery Time

This is the estimated time during which the package will be delivered to you using the selected delivery method. This reference Information. This is not a guarantee and you do not have the right to demand the parcel arrive within this period.

The seller is also not obliged to set the protection period equal to this estimated delivery time.

What is the guaranteed delivery time on Aliexpress?

If you scroll through the lot description on the website (not in the app). Then you will see the line “seller’s guarantee” and it must contain an item with a blue typewriter called “ Delivery within XX days" These XX days are the period during which the seller guarantees you delivery or a full refund.

This period is counted from the moment the order is shipped. That is, from the moment the order receives the status Awaiting confirmation.

Do not forget that there are two more time intervals between the moment you pay for your order and shipment. Payment verification And Order Processing. And if payment verification takes a maximum of 24 hours, then order processing can be as long as desired. Previously, this option was visible on the product page, but in 2016 Aliexpress hid it.

At the time of writing, it can only be seen in our Seller Verification Service.

So when can you open a dispute?

If the period specified in the lot as Delivery on time has passed since the order was shipped, then you can safely open a dispute and count on a refund. If the protection expires earlier, then you must open a dispute before the expiration of the protection period (or request an extension of the protection).

When SHOULD you open a dispute?

The date your buyer protection expires appears in the header of your order. BEFORE this date, you must either open a dispute or request an extension of protection (if the goods have not arrived or problems are visible on the horizon). If this date expires before the Granted Delivery Time, it is best to request an extension, but you are not obligated to do so. If you requested protection, be sure to check the next day that the seller has extended it - the seller may ignore your request and, if you do not check, the protection will end automatically. If the protection is not extended, the product is silent, then you MUST open a dispute.

In the application, the expiration date of the protection period is visible on home page order:

The delivery date was on time, and the track was tracked. Will I win the argument?

Frequently asked question. A little bit tricky. The parcel is on its way. The track is tracked. It is obvious that the parcel will arrive at the department soon. But the deadline specified in the item Delivery on time has expired. Let me open a dispute now, because I guaranteed the product and did not fulfill it, I will receive the money, and then also the goods.

There is some truth in this opinion, no doubt. However, the reality is that most often the product rejects such a dispute, and the mediators wait 10 days. And despite the fact that the Delivery on time clause will be violated, you are unlikely to receive the money.

But if the track is not tracked, and not all orders in your account end in such disputes;), then you will probably win such a dispute.

Verified products from Aliexpress SALE

Baby Reusable Cotton Diaper

2.71 0.41 USD -36%
2 days left 10:37

4 pcs set, heads for electric toothbrush

4.96 $1.98 -60%
51 days left 13:22

How to open a dispute on Aliexpress

Aliexpress dispute

All information about how to open a dispute on aliexpress with description and pictures, for you dear readers.

What is a dispute on Ali Express?

Aliexpress dispute - This is a kind of clarification of the relationship between the buyer and the seller. For example, you were sent a low-quality product or were given a fake track code, but the product was not actually sent or is going to another city or country, and even worse if someone has already received the parcel. One way or another, for any of your dissatisfaction you can open a dispute on aliexpress. Opening a dispute, you need to describe the situation in as much detail as possible, and you can request a replacement of the product, a partial or full refund (more about refunds on Aliexpress). By opening a dispute, you simply send your dissatisfaction and demands directly to the seller in the form of a special form, while you try to come to an agreement with him yourself, that is, without the intervention of the administration of the trading platform.

Opening a dispute on Ali Express

What does opening a dispute give the buyer?

When buying goods on Aliexpress, you have protection; by opening a dispute, you can easily request a refund of your money, which you cannot do in Russian online stores.

When can I open a dispute?

A dispute can only be opened for a valid order, that is, an order that has been paid for and sent to you.
A dispute on Aliexpress can be opened 6 days after the order is sent.
You can open a dispute only until the order is closed, that is, while the time counter in the order is ticking.

ATTENTION. If, while tracking the parcel, you see that someone has already received it, then you need to open a dispute for a refund of the entire amount as soon as possible, because if the system sees that the parcel has been received, it will automatically reduce the order protection time to 5 days. If you do not open a dispute within these 5 days, the order will be closed and the money will go to the seller, it does not matter whether you received this parcel or someone else.

How long does a dispute on Aliexpress last?

The duration of a dispute on Aliexpress may vary. take a look at the image below to understand possible timing from to (will increase when pressed)

How to start a dispute on Aliexpress

To open a dispute, you need go to my orders section V personal account on aliexpress

You can do this by following this link http://trade.aliexpress.com And we see the following
Just click “OPEN DISPUTE” or click “VIEW DATA”, one way or another you will be transferred to the “details” of your order. Next, check the box and click “open dispute”

Reasons for opening a dispute

Items not received
Goods received

Items not received

First, I’ll tell you about the parcels that are still on the way

Do not open a dispute prematurely. If the order protection time is running out, then first make a request to increase this time and if, one day before the end of the time according to the counter, the seller has not increased the time, then feel free to open a dispute .

Let me remind you that even though the order states, for example, 60 days on the meter, I’ll tell you a secret

for Russia, the time after which you can safely request a full refund is 90 days, Before this time, no one will return your money for goods that are still in transit. But nevertheless, this does not mean that you don’t have to monitor the counter, just feel free to extend the time to 90 days and wait patiently, and only then open a dispute and press that 90 days have passed.

By selecting the item open a dispute due to goods not received we see the following
We select the problem that suits you most from those proposed and, after scrolling through the page below, fill out the second paragraph (write the words on English language eg: no tacking)
Click send. That's it for the dispute not received The product on Aliexpress is open to you.

Goods received

If you have received your order but are not happy with something, this may be

Damage during transportation
Wrong size of clothes and shoes
Other product color
Instead of paid delivery, the goods arrived by regular mail
Fake
Very low quality
Paid for 5 pieces of goods, but only 2 pieces arrived or a completely empty package

We do everything exactly the same as when opening a dispute when you have not received your order, we only select the item that the goods have not been received. Then select one of the suggested reasons for your dissatisfaction

What amount of refund should I ask for when opening a dispute on Aliexpress?

The money is yours and you decide how much you want. But, naturally, you will want a full refund, but I advise you to do everything in moderation.

Next, scroll through the page and go to the section in which you need to indicate the desired amount of compensation, as well as whether you want to return the product back to the seller (I’ll say right away that only a few sellers are willing to pay for sending the product back) Be sure to write in detail about your problem and dissatisfaction .

Please download the apps means that since you received the goods, you Necessarily You must provide evidence (photos or videos, the total size of which should not exceed 2 megabytes). If the file size is very large, then you can read the article on how to upload a video in a dispute on Aliexpress. And also you must write a text with your problem.

In general, fill out all fields with an asterisk.
After you have filled out everything and done it, click send and the dispute is considered open.

When to open a dispute with a seller on Aliexpress

This situation affected the business of sellers, and, as a result, affected the income of the AliExpress platform itself. In 2017, the AliExpress administration took a number of measures to protect sellers from unscrupulous buyers.

Firstly, since the beginning of February 2017, AliExpress has prohibited sending parcels without a track to Russia, Ukraine and Belarus, which has made it possible to avoid massive fraud with trackless goods.

Secondly, since the beginning of the year, the rules for buyers have been tightened. In case of suspicion of violation of these rules, buyers' accounts began to be mercilessly blocked.

Of course, along with obvious scammers, ordinary buyers who did not have time to adjust their behavior to the new AliExpress rules also began to be blocked.

Let's look at 5 common reasons why honest buyers lost their account:

1) FREQUENT OPENING OF DISPUTES.

If you like to open disputes too often for all sorts of reasons, then your account may be considered fraudulent. If more than 20% of your orders end in a dispute, then you can expect that sooner or later your account will fall under the filter and be banned.

2) Opening a dispute due to the reason “the goods did not arrive” if the parcel was received.

This reason is the easiest way to get banned for fraudulent activities. The AliExpress platform tracks the status of parcels. And if the platform sees the status of the package as “received by the addressee” in tracking your shipment, then the package is considered received. In such a situation, opening a dispute because the package is still on the way is comparable to admitting that you are a fraudster. Moreover, AliExpress will not understand what the true reason for opening such a dispute was.

Often, buyers accidentally open disputes with the wrong reason due to ignorance or carelessness. This happens in 3 cases:

1- The buyer receives a defective product, and the seller in return promises to immediately return all the money if the buyer opens a dispute with the reason that the product is still in transit. At the same time, the seller presses for pity, talking about how he will be punished if you open a dispute for a real reason.

2- In some post offices note that the shipment has been “received by the addressee,” but the buyer does not actually receive the goods. Perhaps the parcel is stolen at the post office, or thrown into Mailbox, where she is also kidnapped. In any case, buyers open a dispute due to the fact that the goods were not delivered. And the Aliexpress website sees that the package has been received and blocks such a user.

3- The buyer orders several items from the seller, which are sent in one parcel. But only part of the goods arrives. The buyer, having not received some items, erroneously states in the reason for the dispute that “Protection is expiring, but the parcel is on the way.” Although the track shows that the parcel was received.

Before opening a dispute for the reason “Protection ends, but the goods are still in transit,” make sure that the tracking number does not contain information about the delivery and receipt of the goods by anyone.

It is advisable not to open a dispute if the track shows that the goods are slowly but surely moving in your direction. Even if the protection period is coming to an end, it is considered in good form extend protection for 1-2 weeks. By this action you will show your understanding that problems with delivery are not the seller’s fault, and you are making concessions to him. Such behavior on your part will be a good help in the subsequent opening of a dispute.

3) TOO MANY UNPAID ORDERS.

If the buyer places an order but does not pay for it, the order will be closed automatically after 20 days.

It is believed that a trustworthy buyer, realizing that he cannot pay for the goods for any reason, should cancel such an order.

If you systematically place orders, but do not pay for them, and do not cancel them, then this is considered a violation of the rules for the buyer.

The fact is that on the Aliexpress site it is believed that the seller, seeing a completed but unpaid order, must reserve a product with the necessary parameters for you. If a buyer places orders too often and does not pay for them, then he is simply wasting the seller’s time, and possibly leading to small financial losses, since the reserved item could have been sold at that time to another buyer.

As a result, for such an innocent violation, the buyer may be punished by a ban from the AliExpress site.

4) BLACKMAIL WITH REVIEWS.

Many buyers try to threaten or demand discounts or refunds from the seller, citing the fact that they will give a bad rating to his work. Or, conversely, promising 5 stars and good reviews in exchange for some bonuses from the seller.

It would seem an innocent request to put good grades about the product and write good review in exchange for a discount from the seller. Or reminding the seller that you will ruin his rating bad review, if the seller does not return the desired amount for a low-quality product.

At the same time, buyers do not understand that by such actions they are violating the rules that prohibit manipulating reviews and influencing the seller’s rating. The seller only needs to complain about the buyer, providing correspondence with the buyer as evidence, and the account of such a would-be blackmailer will be blocked.

5) THREATS, FOLLOWING LANGUAGE, OR INCOMING HATE.

When buying goods, you need to have nerves of iron and strong endurance. Chinese sellers love to promise excellent service and quality products, but as soon as you make payment, a whole epic begins. Either the seller delays sending the goods, or the track number is not tracked. Then the package gets stuck somewhere, making buyers pretty nervous. But in the end, the product may arrive in a completely indecent form, or not at all of the quality that the buyer expected. Sellers, in response to disappointed messages from the buyer, like not to respond, or pretend that they do not understand anything. And that the buyer himself is to blame for everything. Of course, after such an appeal, many buyers want to express everything they think about such a seller. And they can voice their personal negative opinion about Chinese sellers and their behavior. Threats, profanity and incitement to ethnic hatred may be grounds for blocking your account.

It should be noted that there are a number of other reasons why your account may be blocked. Therefore, it is better to read and study the AliExpress rules and try not to make mistakes that could lead to your account being closed.

The New Year brought new news from the AliExpress administration: the dispute (dispute) in 2017 on this site is now carried out in the interface in a modified form, and the relationship between buyers and sellers has undergone certain changes, which we will consider in our article.

The new rules are characterized by greater orderliness of actions taken by the parties to conflicts, which speeds up the resolution of disputes.

What are the main changes?

Innovations in 2017 in disputes on AliExpress affected the following actions:

You can add, delete and edit videos and photographs confirming your case any number of times at any stage of the controversial procedure.
From now on, you can choose one of two options for resolving the dispute: return funds for the product with or without returning it to the seller.
Neither side can escalate the dispute. This will happen in automatic mode, if consensus between the seller and the buyer is not reached within 7 calendar days.
The dispute management interface has been greatly simplified.

Step-by-step instructions for handling disputes on AliExpress

The changed procedure for this procedure will simplify the conduct of disputes in 2017. Before opening a dispute on AliExpress, read our recommendations to ensure the conflict is resolved in your favor.

The first visit to the site will attract attention with the updated interface, which has become more convenient and understandable. We recommend conducting a dispute on AliExpress using the following algorithm:

First step. In the “My Orders” list, go to the card that reflects the problematic order and click on the “Open a dispute” link. You will be taken to a form that opens a dispute.

Second step. You will see hints in the form on the right. Click on the “Show more” link to access an updated page containing the official rules for the entire procedure in English.

Here decide on the desired result, that is:

Do you want to receive compensation and not return to the seller an item that did not fit;
Do you strive to receive full compensation after you send the goods back?

For the first dispute resolution option, select “Return only”, for the second – “Return of goods and money”. In both cases, the following form opens: field 1 – filled in according to your choice. The buyer can change his decision if necessary.

Third step. Enter the amount of the desired compensation, varying between 0.01 cents or 1 ruble (depending on the currency used to pay for the goods or the full cost of the purchase). You cannot claim a higher amount than you paid for the goods.

Fourth step. Go to the next field and detail the reasons for your return request.

Fifth step. Notice the two buttons that appear next. With their help, upload video and photo files and justify the problems that arose with the purchased product. Please note: the reasons for requesting AliExpress for a refund may vary and the content additional window, located on the right. If you select the message “Item is damaged” from the list in the “Problem encountered” window, a hint appears in an additional field on how to properly prepare photos uploaded to the system. True, the information is presented in English, but it is a significant help in resolving a conflict issue.

The list of encountered problems does not always contain the same options. In some cases, instead of “Item damaged,” the reason “Damaged” is displayed. When you select it, the photo hint given above is not displayed. Perhaps this can be explained by the fact that for different categories there are different reasons. On the other hand, the issue may be due to the imperfection of the site.

Sixth step. Please note that all fields contained in the product receipt form must be filled in absolutely. They are marked with red stars. Upload at least one photo or video at once. Then you will have the opportunity to do this (add or delete) countless times and at any stage of the dispute on AliExpress starting in 2017. Photos and videos are allowed not to be uploaded only if you have not received the goods.

Seventh step. After filling out the required fields in the form, click the submit button and go to the dispute page, which looks like this:

New features of dispute management

When you open a completed and submitted dispute page, you will see a progress chart at the top.

Conducting a dispute according to the new rules is distinguished by such an innovation as time intervals. Sellers and buyers are given 7 days to independently resolve disputes. If they do not take advantage of the opportunity provided in a timely manner, then specialists from the administration of the AliExpress site will take over. They are given a week to make a decision. Thus, no more than 14 days are provided for resolving controversial issues between the parties to a trade transaction.

There can be only one exception: when the protection expires, but the goods are still en route. There is a possibility that the buyer will have to wait for the expiration of the allotted delivery period in accordance with the information contained in the card of the disputed goods.

Regarding the question of how to escalate a dispute on AliExpress, it is worth emphasizing the following: The new rules do not give this opportunity to either party. Neither sellers nor buyers voluntarily escalate it.

On the eighth day, exacerbation occurs automatically based on the fact that:

the buyer's offer is not accepted by the seller;
The buyer does not agree with the seller and his counteroffer.

The consolidation of all evidence into one place provided by the new interface is undoubtedly an additional convenience for users.

If the need arises to edit a dispute, you will not need to download the files again. Adding evidence or removing unnecessary ones is available at any time.

Changes are made to “My Decision” and affect the buyer’s terms and conditions for refunds. By clicking the change button, you can change the parameters for returning or not returning the goods to the seller, the compensation amount, as well as comments on the controversial procedure.

Using the “Add Solution” button, you can offer the seller alternative options for resolving the conflict.

In other words, if you initially opted for the “Return funds only” solution, then when you add alternative option the system will offer you the “Return of goods and money” solution. You fill out the “Refund Amount” and “Comments” fields yourself.

The innovations did not affect the cancellation of disputes at any time.

Resumption of a canceled dispute is possible if protection is in effect (taking into account an additional 15-day period from the moment of receipt of the ordered goods or automatic closing of the order according to the established delivery timer).

What could be the cause of the dispute and its evidence?

In a dispute, consistency should be observed between the reasons for the dispute and the evidence provided. If you indicate one reason, but the posted photo and video materials show completely different ones, then mediators can make a formal decision about the buyer’s unfounded claims. The result will be your loss.

Write and attach materials only on the merits of the dispute being opened:

When, in response to a seller's request, a reason is given that is not appropriate real situation, then if it escalates, it will give grounds for mediators to expose him as a fraudster and resolve the dispute not in his favor.
If there is at least one status of the goods being in transit, the track number is considered to be working. If you stop tracking at some stage, you must wait until the delivery deadline has passed and select the reason: “Order protection expires while the parcel is in transit.”
When the received device does not work, you cannot select the "Damaged Item" reason as it indicates damage in transit. In the latter case, film the process of unpacking the goods, record the condition and quality of the package for transportation.

Why is it better to write in English?

According to the rules that were in force before this year’s innovations, when opening disputes, it was possible to write comments on them only in English. Not all Russian-speaking buyers found this convenient. Now you can write in Russian, but remember that not all sellers speak it.

They either do not understand the reasons for the dispute, or pretend that they do not understand. Using an automatic translator does not always bring the desired result. In the end, the Russian text is ignored and the argument is lost.

So it follows that it is better to have a much greater chance of winning the dispute.

Innovations about AliExpress mediator solutions

Innovations in 2017 indicate that the decision of mediators is not the final point in the dispute. It is considered only a proposal to help resolve it. The buyer can reject it by offering new evidence and arguments.

Mediators may offer one or two solutions. In the latter case, you can choose the option that suits you best, or reject both. Sellers act similarly: they accept or reject moderator decisions, and, if necessary, provide new evidence.

When the buyer accepts the decision of the AliExpress team, this does not mean the dispute is closed. The seller is given some time to challenge the decision and to consider new evidence, if any is presented. Taking them into account, a new solution may be proposed that will replace the previous one, even if it has already been adopted by the parties to the dispute.

Once consensus is reached, the dispute is closed; the solution and comment are indicated. On email the buyer is notified with detailed explanation the result of the dispute.

If you win the dispute, you will automatically receive money to the account that was used for payment.

This process takes about two weeks. The refund amount is indicated in the “Payment” tab.

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?

All information about how to open a dispute on aliexpress with description and pictures, for you dear readers!!!

What is a dispute in Ali? express

Aliexpress dispute - This is a kind of clarification of the relationship between the buyer and the seller. For example, you were sent a low-quality product or were given a fake track code, but the product was not actually sent or is going to another city or country, and even worse if someone has already received the parcel. One way or another, for any of your dissatisfaction you can open a dispute on aliexpress. Opening a dispute, you need to describe the situation in as much detail as possible, and you can request a replacement of the product, a partial or full refund (more about). By opening a dispute, you simply send your dissatisfaction and demands directly to the seller in the form of a special form, while you try to come to an agreement with him yourself, that is, without the intervention of the administration of the trading platform.

Opening a dispute on Ali Express

What does opening a dispute give the buyer?

When buying goods on Aliexpress, you have protection; by opening a dispute, you can easily request a refund of your money, which you cannot do in Russian online stores.