If you are not completely satisfied with your purchase, you can file an AliExpress dispute. Hereby, you indicate that something did not go as it should and that there is a dispute. With an AliExpress dispute you can resolve this, whereby you will be in contact with AliExpress directly who mediates between the selling and buying party. You can then also request a refund.
Open a dispute on AliExpress? There are several reasons to open a dispute on AliExpress, for example, if your package was not received (on time) or you are simply not satisfied with your order. Please note that you need to open the dispute within a certain period of time, which is within 15 days after the indicated delivery time has expired.
What is an AliExpress dispute?
First of all, let’s start by answering the question a little more specifically: what is an AliExpress dispute?
An AliExpress dispute is nothing more (or less) than opening a dispute. By doing so, you are indicating that you are not satisfied with the way things are going. This could have to do with the fact that you simply did not receive a package, or that the product did not turn out as you had expected. You can then request a refund or choose another option.
By opening a dispute, AliExpress mediates as it were between you (the buyer) and the seller. How this works exactly and when it is best to open a dispute, you can read in this article.
AliExpress Dispute: when can (and should) you open it?
Opening an AliExpress dispute is quite easy, but there are a few things that you need to take into account. There are, in fact, a number of common ‘mistakes’ that customers make, which makes opening a dispute on AliExpress no longer possible.
It is important to know that there is a specific period in which you can open a dispute. If this period (buyer protection) has expired, you simply cannot open a dispute anymore.
AliExpress always has a ‘deadline’ by which the products must have been delivered. When this deadline has been crossed, you only have 15 days left to open a dispute. Once this period has been exceeded, you can no longer open a dispute and neither will you receive a refund.
The period of the buyer protection applies to the opening of a dispute, while the settlement of the dispute can also take place after this period.
According to AliExpress, the opening of a dispute can take place from 10 days AFTER the shipment of the products, until 15 days AFTER the delivery deadline of the package. Please note that this delivery deadline is different for each order, so make sure you check this carefully for your specific order.
3 things you should NOT do if you want to open a dispute
There are some things you should definitely not do if you want to open a dispute. They mainly have to do with timing, because unfortunately: too late = too late. If you do not open a dispute in time, your buyer protection will be expired and the likelihood of a winning outcome will also be gone.
- Clicking confirm goods received in your order list, by which you indicate that everything is in order.
- Opening a dispute too late (seriously, be on time, otherwise you will lose your rights)
- Get in touch with the seller yourself (for a long time). They often stretch time, so that the period for opening a dispute expires.
Reasons to open a dispute
There can be many reasons why you want to open a dispute on AliExpress. Basically, it means that you are not satisfied. Here are a few reasons why you may want to open a dispute.
- The package is not delivered on time: the delivery deadline has been passed
- There is no tracking info
- The package returned to the seller
- The package has been detained by Customs
- The package was sent to the wrong address
- The products are showing quality issues
- The product is not as described on AliExpress
- The products have been damaged during transport
- Other issues that make you unsatisfied with the products
This list is not complete, so if you have any other defects, shortcomings or complaints: do not hesitate to open a dispute.
Open an AliExpress dispute: a step-by-step guide
Why am I unable to open an AliExpress dispute?
If you follow the above instructions and do not see the button to open a dispute, there could be a few reasons.
For example, it is possible that your order was shipped a short time ago. Before you can open a dispute, your package must have been ‘shipped’ for at least 10 days. So, if you want to open a dispute too soon, you will not see the button/have the possibility to open a dispute.
Another reason could be that you are too late. If the delivery deadline of your order has been reached and 15 days have been passed: then you have lost your buyer protection and you cannot open a dispute anymore. Unfortunately, there is nothing you can do about this.
Another and final reason why you cannot open a dispute on AliExpress is if you have set the order to finished. Once the order has been finished, you are no longer able to open a dispute.
Although in general, it is no longer possible to file a claim, complaint or dispute, you can still try to chat with an AliExpress employee.
How does the ALiExpress dispute proceed?
After you have opened a dispute on AliExpress, the customer service of the webshop will look into it. They will then either ask additional questions or offer a solution.
Now, it is up to you whether you accept this solution or not. You also have the opportunity to make a counter-proposal with a solution that would make you feel more comfortable.
Good to know: if you decide to return the products, in many cases the shipping costs are yours. That implies that sending a package back to China will of course turn out expensive.
Frequently asked questions AliExpress dispute
An overview of frequently asked questions about an AliExpress dispute.
What is an AliExpress dispute?
An AliExpress dispute is a dispute that you can make when you are not satisfied with your product, or when the order has not been delivered yet.
How do I create an AliExpress dispute?
The creation of a dispute on AliExpress must meet some requirements. However, it must be within the specified period. If this is the case, you can create a dispute with AliExpress via my orders.
How long does an AliExpress dispute take?
Creating a dispute on AliExpress is done quite quickly. The turnaround time for a dispute and coming to a resolution generally takes a few days to a few weeks.