How to Open a Dispute on AliExpress - Detailed Guide

Buying products from Chinese online marketplaces like AliExpress comes with some risks. Sometimes, items get lost, are damaged during shipping, or do not match their descriptions.

In such cases, opening a dispute is the only way for buyers to seek help from AliExpress to get compensated or replacement items. However, navigating the dispute process on AliExpress can seem complicated if you have never done it before. This guide provides a detailed step-by-step process of how to open a dispute on AliExpress for different order issues.

What Is AliExpress Buyer Protection and Disputes

The AliExpress Buyer Protection program provides coverage for orders purchased on the AliExpress marketplace. It protects buyers if the items purchased do not match their descriptions or are not received.

Some key protections and coverage provided by the AliExpress Buyer Protection program include:

• Refunds for orders that are not delivered or significantly not as described. Buyers can file disputes and get full or partial refunds, depending on the situation.
• Replacement shipments if items are received but damaged or defective. Buyers can work with sellers to arrange replacements without additional costs.
• Dispute resolution assistance if buyer and seller cannot come to an agreement. AliExpress customer service can mediate to review the evidence and determine an appropriate solution.
• Coverage timeframes depend on the shipping method selected. Standard shipments are covered for 60 days after shipment, expedited options up to 100 days.

When and why might you need to open a dispute?

You'll need to open a dispute through the AliExpress resolution center when you are unable to resolve any of these types of order problems directly with the seller within the specified protection period. This allows AliExpress to review the case and make a decision.

There are a few main reasons why you may need to open a dispute on AliExpress:

• Item not received
• Significantly not as described
• Item is damaged or defective
• The seller doesn't provide a refund after the cancellation
• Fake/counterfeit items received
• Poor customer service experience

Preparing to Open a Dispute

Having all the relevant order information, screenshots, photos or videos as evidence and opening the dispute within the set timeline will help strengthen your case. Taking time to gather necessary materials before filing will help the dispute resolution process go smoothly.

Gathering necessary information:

• Your order number
• Screenshots of the product details, specifications, and images from the listing
• Any messages exchanged with the seller regarding the order

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Taking screenshots and saving relevant communications:

• Screenshots of the order details and status
• Photos or videos that provide evidence of the issue
• Screenshots of messages with the seller about the problem

Verifying the timeline for opening a dispute:

• Check when the order was marked as shipped/received
• Disputes must generally be opened within 15-60 days of order completion, depending on the shipping method
• Make sure to open the dispute before the protection deadline

Common Reasons for Opening Disputes

As mentioned in the previous part, there are some reasons that you need to open disputes on AliExpress. Here are some details on these common reasons and examples.

Non-receipt:

The tracking shows the item was delivered, but you did not actually receive it. This is the most common reason for disputes. For example, the package was marked as delivered but wasn't left at your door.

To open a dispute for non-receipt, you would provide screenshots of the tracking that shows delivery along with proof from your postal service that the item wasn't received.

Damaged item:

The item arrived broken or damaged. You received the item, but it was broken or damaged during shipping, or it arrived with defects or issues. For example, the glass on a framed picture was cracked during shipping.

For a damaged item, you would include photos of the broken/damaged merchandise.

Wrong item:

You received an item that does not match what you ordered. The item you received is significantly different than the product details, description, or pictures provided by the seller. For example, instead of the red shirt you ordered, you received a blue one.

If the wrong item was sent, photos or descriptions of what was received versus what was ordered can be provided as evidence.

Quality issues:

There are defects or issues with the item received. Upon receiving the item, you discover it is a fake replica rather than an authentic product as described. For example, a new phone stopped working after only a few days due to a faulty charging port.

For quality issues, videos or detailed descriptions of the defects, along with photos, are helpful as evidence for AliExpress to review. Having clear documentation helps strengthen your case for each dispute scenario

Step-by-Step Guide to Opening a Dispute

Here’s how to open a dispute on AliExpress

Providing Evidence

You should prepare all the evidence for your dispute before opening it. Taking the time to gather descriptive evidence is an important step to get your problem resolved positively through AliExpress buyer protection. It's your key supporting document for the dispute process.

After that, start opening the dispute by the following steps:

Step 1: Connect to your AliExpress account > go to "Disputes and Reports".

Step 2: Select "Open Dispute" and choose the order you want to dispute. You can also go to My Orders > Choose the order > View Detail > Open Dispute to start a dispute.

Step 3: Choose options for the dispute. You can choose between 2 main options:

• Return Goods: This indicates that you wish to return the product and request a complete refund.
• Refund Only: This indicates that you are either requesting a complete refund because you did not receive the item or a partial refund since you did receive the item (without having to send the item back).

Step 4: Select the reason for your dispute from the list of options such as "Non-receipt of the goods", "Significantly not as described", etc. Then, based on your evidence, provide details about the problem you encountered in the dispute form. You can add photos, videos, or other proofs to support your case.

Step 5: Submit your dispute to AliExpress. You have 15-60 days, depending on the shipping method, to open a dispute from the date the order was marked as "Shipped" by the seller.

Communicating with the Seller

The seller plays an important part in ensuring a dispute can be evaluated fairly on both sides of the situation. Their prompt participation and submission of relevant facts are considered by AliExpress.

Remain courteous while standing one's ground firmly tends to yield smoother dispute processing versus hostile exchanges alone. The goal is a win-win resolution. So, please take note of some tips for responding to the seller’s message within the dispute:

• Keeping communication polite and factual: Even if frustrated, keep your responses professional and avoid aggressive language.
• Address their points directly: If the seller raises questions about your evidence, explain clearly instead of ignoring the issues.
• Suggest solutions: Offer reasonable alternatives like a partial refund to find common ground and show you want cooperation.
• Refer to AliExpress policies: Citing the site's criteria on issues like description accuracy helps show the valid dispute reasons.
• Thank them for the quick replies: Positive reinforcement encourages ongoing open communication to solve problems mutually.
• Archive all conversations: Screenshots protect against the potential revision of discussion history during review.

Waiting and Receiving a Resolution

Most standard disputes are resolved within 2 weeks, but complex cases with appeals may take up to a full month. Proper communication and timely response from both parties help ensure fast dispute handling. The basic dispute resolution timeline often includes:

• Day 1 - Buyer opens dispute within AliExpress's specified protection period (usually 15-60 days from order completion).
• Day 2-7 - Seller is notified and has 5 days to respond with their side of the story and evidence.
• Day 8-14 - AliExpress reviews dispute case details from both parties.
• Day 15 - AliExpress aims to reach an initial decision by this point.
• Day 15-21 - Either side can appeal the decision within 7 days by providing new solid evidence for reconsideration.
• Day 22-30 - AliExpress reviews any appeals and makes a final, binding ruling.
• Beyond 30 days - Dispute is considered closed. Buyer should have received resolution or another escalation step if still unsatisfied.

How AliExpress mediates disputes: By evaluating full circumstances objectively and leveraging internal systems, AliExpress’ neutral third-party mediation facilitates equitable outcomes in purchase disputes.

So, your job is waiting for the outcome. You can check and update the dispute status in the My Order sections. After mediating the dispute, you can receive the following results from AliExpress:

• Full refund: In this case, the item was never received, a significantly counterfeit or faulty product,  clear breach of the listing description. Then, you will get a full AliExpress refund.
• Partial refund: The product was received but with minor defects—part of the order needed to be corrected or included. Tracking shows delivery delays outside the seller's control.
• Return and refund: The item can be returned for replacement or repair. The buyer is responsible for return shipping costs. Refund is issued once the seller confirms the returned item.
• No refund: Evidence shows the problem was due to buyer damage/misuse. Dispute was filed past protection deadlines. Tracking confirms timely and correct delivery.

After receiving the resolution, it’s essential to review the results and send feedback if anything needs to be changed. It's essential to accept resolutions you agree with to close disputes smoothly. When rejecting, focus appeals on factual evidence versus emotional arguments for the best outcome. Escalating through proper channels is advised over aggressive measures.

If you agree with the resolution:

• Log into your AliExpress account
• Go to Disputes & Reports
• Locate the dispute and click "Agree and Close" to approve the resolution

If you disagree with the resolution:

• You have 7 days to appeal the decision
• Log in and click "Reject and Appeal" on the dispute
• Provide new strong evidence to support your case
• AliExpress will review the appeal and make a final decision

Some additional options if still unsatisfied:

• Try negotiating directly with the seller one last time
• Contact AliExpress customer support to explain your view politely
• As a last resort, file a chargeback with your credit card company
• Leave appropriate public feedback on the seller's storefront

Tips and Best Practices

Following these best practices will help ensure your dispute has the most robust case and is reviewed relatively. Communication, evidence, and timeliness are essential.

Opening a dispute as a last resort after trying to communicate with the seller: Only file a dispute if you have tried resolving the issue directly with the seller through AliExpress messages but cannot agree.

Keeping all communication within the AliExpress platform: All correspondence about the order and dispute should be done through the AliExpress message system rather than directly on other channels like WhatsApp. This keeps a recorded history.

Being honest and accurate when providing evidence: Provide clear, truthful documentation like photos or screenshots to support your claims. Do not alter or delete any details, as AliExpress may check for authenticity.

Preventing Disputes in the Future

Being an informed shopper helps set reasonable expectations and support smooth order fulfillment to decrease the chances of future disputes. These tips below can help you out!

• Check seller ratings and reviews thoroughly before buying. Avoid sellers with many negative feedbacks.
• Ask detailed questions in the listing Q&A if specs or features need to be more precise.
• Use AliExpress standard shipping when possible for more extended buyer protection periods.
• Thoroughly read item descriptions, measurements, and product photos. Refrain from assuming details.
• Request order tracking from the seller within the expected delivery timeframe.
• Contact the seller about issues via AliExpress messages before the protection period expires.
• Exercise care when using, handling, or operating new products to avoid self-inflicted damage.
• Leave prompt and honest feedback about the purchase experience to warn others of potential risks.

Conclusion

In this guide, we provided a comprehensive overview of how to open a dispute on AliExpress from start to finish.

With the right preparation and execution of steps covered in this guide, buyers can confidently address problematic orders through AliExpress protection and work to find resolutions that are fair to all involved.

We hope this detailed look provides buyers with the understanding and tools to navigate the dispute process effectively as needed.

Discover more tips for selling and buying within AliExpress on DSers Blog.