Things You Need to Know About the AliExpress Dispute Process

AliExpress is known for its cheap and wide selection of items, making it an enticing platform to buy your necessities and wants. However, placing an order on a China-based online marketplace can be worrying since you’re unsure if AliExpress is a legit platform or if the products will be delivered in one piece. 

If this is your first time buying on this online marketplace, you don’t have to worry. AliExpress allows its users to open disputes in case they encounter any issues with their orders. If you win the dispute, you can refund your money or receive a replacement. If you don’t have any idea about the AliExpress dispute process, this article will teach you everything you need to know about it.

What Is the AliExpress Dispute Process?

AliExpress is an online marketplace owned by the Alibaba Group launched in 2010. It mainly comprises Chinese sellers who offer cheap and good quality products in the international market. While AliExpress does everything in its power to satisfy its users, some issues may arise between the buyer and seller, prompting the need to open a dispute. 

So, what does the AliExpress dispute process mean? It simply means the resolution process between the buyer and seller to help address concerns and reach an agreement. In case both parties haven’t settled their concerns on their own, the customer support staff of AliExpress might step in to mediate disagreements.

When Should You Open a Dispute on AliExpress?

In most instances, these are the reasons why a buyer opens a dispute on AliExpress:

1. Product isn’t received within the expected delivery date

Most online marketplaces like AliExpress often provide a rough range of when you can expect to receive your item. Regular AliExpress shipping usually takes between 15-45 days, for E-packet delivery, it takes between 12-20 days, and for premium shipping, it’s only between 8-15 days. If you haven’t received your purchased items within the designated delivery period, you can file a dispute on AliExpress.

2. Package is shipped to the wrong address

This can be one of a buyer’s worst nightmares—having their package shipped to the wrong address. Imagine, you already paid for your item and the courier marked it as delivered, but a different person is enjoying your package. This issue happens when the seller gets confused and mistakenly labels your package with the wrong address, especially if they receive tons of orders. Or sometimes, the mistake lies with the postal or courier service. They may misroute your package due to errors in sorting or labeling.

3. Product has quality issues

Due to oversight, some sellers ship products that have substandard quality. If you have received an item with defective functionalities, scratches, discoloration, dents, or poor finishes, you can open an AliExpress dispute.

4. Item doesn’t match the product description

It’s frustrating when you finally receive the item you’ve waited for almost half a month, only to find out it’s the wrong one. Sometimes, sellers may get confused with their own products, especially when dealing with items that look similar but have different specifications. For example, you ordered a 4-battery remote control car, but the seller mistakenly sent their 2-battery model because of the similar appearance between the two RC car models.

5. Receipt of damaged goods

One of the most common reasons for opening a dispute is that the buyer has received a damaged product. Items often get damaged during transit because the seller may not have properly packed and secured the item, or the courier is just really rough at handling goods during transport. If AliExpress has determined that it’s either the fault of the seller or courier, you can win the dispute.

6. Lacking or missing items

You can also file a dispute on AliExpress if your package is missing an item/s. Sometimes, sellers fail to double-check the parcels of their buyers due to the overwhelming number of orders in their online store. To win the dispute, you should take a video of your parcel while unboxing your package.

7. Receipt of wrong items

There are also times when an AliExpress seller mixes up the items in each parcel; hence, sending the wrong items to their buyers. If what you have received clearly shows that it differs from your placed order, you’re likely to win the dispute, especially if you have video evidence.

8. Double debit of payments

All online marketplaces experience technical glitches. Sometimes, the glitch occurs when you’re checking out an item, and a double debit of payment occurs. This happens if you have a poor internet connection, or when the platform is undergoing unexpected maintenance. To avoid this problem, make sure your internet connection is stable, or check the official social media accounts of AliExpress if they have announced ongoing maintenance.

9. Other reasons

You can also open a dispute on AliExpress if you encounter the following issues: (1) the order has no tracking information, (2) the courier has returned the parcel to the seller without notifying the buyer, and (3) the package has been held in customs.

What You Need to Prepare When Opening a Dispute?

To ensure that the AliExpress dispute process goes smoothly, it’s essential to prepare the following:

1. All the necessary information

If you want a smooth and speedy dispute process, it would help to gather all the necessary information. This includes your order number, the product images from the listing, as well as the product details and specifications. It would also help if you take screenshots of the communication between you and the seller.

2. Photos and video evidence

To strengthen your case, prepare all photos and video evidence that you deem important. For example, if you have received a damaged or faulty item, take a photo or video of it to show to the seller. Or if you have messages exchanged between you and the seller that can serve as proof, take screenshots of them and upload them as evidence.

How to Open a Dispute on AliExpress?

Opening a dispute on AliExpress is easy. However, the “Open Dispute” button will only be activated after 11 days, so you have to wait. Here are the summarized steps on how to open a dispute on AliExpress:

Step 1: View order details

Login to your AliExpress account and click “My Orders.” Under it, find “All Orders” to view your order history list. Find the product you have an issue with and click the “View Detail” link to see your order details.

Step 2: Select the “Open Dispute” button

Once you’ve clicked the “View Detail” link, press the “Open Dispute” button to file a dispute. The “Open Dispute” button often appears at the bottom of the order detail page.

Step 3: Choose your preferred resolution

Clicking the “Open Dispute” button will prompt you to select between 2 resolution options: (1) Refund Only and (2) Return Goods. Choosing “Refund Only” will allow you to get your money back in full or partially depending on your case. Meanwhile, picking the “Return Goods” option will require you to ship back your received item and receive a full refund. However, you may have to pay for the shipping fees if you choose this option.

Step 4: Answer the form

Selecting either the “Refund Only” or “Return Goods” option will redirect you to AliExpress’s dispute form. And you have to fill out or answer the following:

• The reason for your refund/return request
• Refund amount
• More details about your request
• Uploading of photos or videos for evidence

Once you’ve submitted all the necessary information and evidence, the seller will be notified about the issue. Depending on how fast the seller responds, the dispute can be resolved within 7-15 days. If the buyer or seller is not happy with the resolution, they can appeal the decision. However, the dispute can extend up to a month before AliExpress can make the final ruling.

How to Win an AliExpress Dispute?

Winning a dispute on AliExpress isn’t always guaranteed—even if you’re the customer. Let’s admit. Sometimes, it isn’t always the fault of the seller. To increase your chances of winning an AliExpress dispute, consider doing the following strategies:

1. Learn the dispute policy of AliExpress

Familiarize yourself with the dispute policy of AliExpress, so you can prepare in advance what you need to do in case you encounter an issue with your purchased item. You can visit AliExpress’s official Help Center to learn more about their dispute process.

2. Keep detailed records of your order

Some sellers are dishonest. They sometimes change the item description or delete their previous messages with you so they won’t be the ones appearing at fault. After placing your order, take screenshots of the product’s images, description, and specifications. If you have communicated with the seller, screenshot your conversation.

3. Always film when unboxing your parcels

Some sellers might claim they have sent a working item or a product without any issues. But you’ve received a faulty one. To protect yourself, always film right from the beginning when unboxing your parcels. This way, the seller won’t have anything to say since you’ve provided solid evidence.

4. Respond promptly during the dispute process

Responding to a dispute has a limited time window, typically between 2 to 7 days. If you do not respond within this timeframe, AliExpress may automatically rule in favor of the other party.

5. Communicate in a professional and respectful manner

Most AliExpress sellers are easy to negotiate with. They even allow some buyers not to return their items as long as it’s clearly the seller’s fault. However, some sellers might make things difficult for you if you’re disrespectful to them. But if you’re communicating in a professional and respectful manner, the seller tends to become more cooperative in arriving at a working resolution.

Preventing Disputes in the Future: What You Can Do as a Buyer

Opening a dispute on AliExpress or any other online marketplace is a hassle. Before you’re able to get a refund or replacement, you may have to return the item, pay for return shipping fees, collect evidence, fill out forms, and wait several days for the final ruling. If you don’t want to experience any of these, here are some things you can do to prevent disputes in the future:

1. Avoid buying from sellers with several negative feedback

All businesses have a couple of negative feedback—because not every business can please everybody. However, if you’ve noticed that an AliExpress seller has more negative reviews than positive reviews, then you should steer away from them. This only means that that particular seller doesn’t care much about their customers. And if you file a dispute against them, they won’t likely cooperate.

2. Carefully read the product description 

Most AliExpress sellers describe and list the specifications of their products as thoroughly as they can. Because like you, they don’t want to deal with disputes. However, there are buyers who wrongfully open disputes because of their own carelessness. They don’t read the product description and then accuse the seller of sending the wrong item. To avoid disputes, make sure to read the product description carefully.

3. Ask the seller if you have some questions

Among the top rules of online shopping is never assume. If a particular detail is not mentioned in a listing, always ask the seller. Because if you only assume, you might receive a product that doesn’t meet your expectations. 

Conclusion

AliExpress gives every buyer the freedom to open a dispute on their platform. If you present solid evidence and fill out the dispute form completely, you’re likely to win the dispute. So, don’t be afraid to explore this platform. In fact, several international e-commerce sellers and dropshippers depend on AliExpress to find cheap yet good quality items.If you’re looking for another platform that can help you with your e-commerce journey, you can collaborate with us. Sup Dropshipping is a dropshipping company based in China. We can help you source items for your online store, handle inventory, and pack and ship your products to your customers. Aside from dropshipping, we also offer print-on-demand and brand-building services. For more information on how to get started, contact us on this page.