1. Status that you can open dispute
1. Status that you can open dispute
The orders on AliExpress are protected by Buyer Protection. You can open dispute in the Buyer Protection time under following status:
2. When can I open dispute?
Generally the option to open a dispute will become available on the 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please notice that, if the package is in transit with normal logistics update, and still in delivery time of the order, you can open dispute only after delivery time is over (there is 15 days protection time for you to open dispute after delivery time is out).
Please pay attention to the deadline of the delivery time (PST) on the order detail page. As the order on the followed photo, you are allowed to open dispute in 15 days after 2020-05-24 PST if package is in transit with normal logistics update.
3. Method to open dispute
3.1 Find the order underMy Orders - All Orders. Click View Detail to see the order details.
3.2 Please click Open Dispute to open a dispute.
Please notice that if you have confirmed receipt/delivery time of the order is over, the Open Dispute button will only show in the Product Details at the bottom of the order detail page.
3.3 You can choose between two options for the dispute:
Return Goods – this means that you want to return the item and apply for a full refund;
Refund Only – this means that either you did not receive the item and you’re applying for a full refund or you did receive the item and you want a partial refund (without having to send the item back).
3.4 You’ll be asked to answer a few questions about why you want to open a dispute. Please fill in the form and submit it.
During the dispute process you can still negotiate with the seller.
If you would like to know more about dispute process, please refer to 'What's the dispute process after I have opened a dispute?'
If you cannot open dispute, please refer to 'Why can't I open dispute?'
NOTE：
If you paid for the order by Paypal, you can open dispute both on AliExpress and Paypal. But protection time for opening dispute is different:
- On PayPal: you can open dispute on PayPal within 180 days after payment.
- On AliExpress: you can only open dispute 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please respond dispute on Paypal if it is opened on Paypal, and contact PayPal customer service if there is any question about the dispute. Back to category
After you've opened a dispute, the seller will be notified and need to reply to your request in 5 days. Please check Orders - In dispute, tap Dispute in Progress for updates/detail information of the dispute.
- If the seller agrees with your request of Refund Only or if he/she doesn't reply within 5 days, dispute will be closed automatically, and you will get your refund in 3-20 working days (When will I receive my refund?).
- If the seller agrees with your request of Return Goods, you will be asked to return goods and submit tracking information in the system within 10 days.
- If the seller doesn't agree with your request, you can click Edit Proposal to Update Proposal or wait for us to automatically escalate your dispute after 5 days. In this case we will help you look into the matter and try to find a suitable solution.
- If you are not satisfied with the offered solution or asked to provide more evidence, please click Edit Proposal to Update Proposal, tap add photo to provide new evidence to support your request.
For some disputes which no need seller to reply, AliExpress dispute team will step in directly and offer solutions for you, please pay attention to updates of the dispute, and respond in time.
If you have difficulties opening a dispute, please check the below possible reasons:
For product does not match the description
1. Order is shipped within 10 days when the shipping status may not be updated yet. If the tracking information still seems abnormal after 10 days, you may open a dispute.
2. The parcel is in transit with normal logistics update, and still in delivery time of the order. Please kindly wait until the guaranteed delivery time is end. There is 15 days protection time for you to open dispute after delivery time is out.
3. Seller have sent out goods after reject your application of cancelling order, please be patient to wait for delivery of the package. If you do not want the goods, you can reject the goods when it is delivered; or return goods back for refund by opening a dispute after the receipt. Back to category
Please Click Dispute Finished button to enter into dispute detail page, and there is judgement information by clicking AliExpress' Judgement Details.
If your dispute was closed by our Case Management Team but you are not satisfied with the result, you are can click Appeal to appeal the result within 7 days of the case closing.
Please note:
1. After submitting your appeal, it can take up to 7 days before you get a result.
2. You can only appeal your case up to 7 days after receiving your dispute results. If you miss the deadline, you can contact our Customer Service Team.
For product does not match the description:
1. The Buyer Protection period may be over.
You can open a dispute on the 11th day after seller has sent out your order and within 15 days of the order’s completion. If the Buyer Protection period is over, please contact seller, negotiate with seller to reach an agreement.
2. There are errors in the dispute form.
The dispute form only supports no more than 500 non-Chinese characters. Please remove Chinese characters and punctuation in the form.
3. Did not upload evidence.
For disputes with reason of quality issue/not as described/damaged, evidence is needed while opening dispute. Please upload one to three photos or one video as evidence.
4. The form includes an unsupported file type.
Supported file types that can be added in the dispute form include: .jpg, .jpeg, .bmp, .gif, and .png. Each document should be less than 2MB. Please note that word documents, excel sheets and other file types are not supported.
If you have already added an attachment but still receive a “Please add attachments” notification, please compress the picture and upload it again.
Please click 'When can I open dispute?' to know detail order status which is available for you to open dispute.
For method of opening dispute, please refer to 'How do I open dispute?'
For dispute process after dispute is opened successfully, please refer to 'What's the dispute process after I have opened a dispute?'
After AliExpress step in:
Normally AliExpress will make judgement in 48 hours. You can add new evidence, update your proposal during responding time (countdown on the page), you can also negotiate with seller to reach an agreement before dispute is finished.
After the responding time ends, the dispute agent will check the updates added in dispute and offer solution within 48 hours. Please be patient for new dispute process.
Before AliExpress step in:
There is 5 days negotiation time for you to reach an agreement with seller after dispute is opened.
- If the seller does not respond to your request in 5 days, the dispute will be closed immediately, and refund will be arrived to your account within 3-20 business days.
- If seller rejects your request, and you cannot come to agreement with seller before negotiation time ends (countdown on the page), the dispute agent will step in to help you with it. Your patience is appreciated.
All orders placed on AliExpress are protected by a standard set of guarantees, also known as Buyer Protection.
Buyer protection starts from the moment you have paid for your order. The Buyer Protection period will be displayed in the form of a countdown clock on My Orderspage. Once you have confirmed receiving your order, you will have 15 days to apply for a refund.
Please click View Detail to enter into the Order Detail page, the deadline of Buyer Protection period is also shown here.
If you would like to extend the Protection period, please submit a Purchase Protection Extension Request by the button click here on the Order Detail page.
Please click here to learn more about buyer Protection Program.
Please check the goods clearly after you have received it.
1. If you are not satisfied with the product you received, please contact your seller to agree on a solution.
Please click Contact Seller on the order list page and send message to seller, you would better to provide photo of the goods, or testing video to seller in order that he/she can confirm goods issue and offer soluton to you.
And, please check the messages between you and seller on the page Message Center - Chats.
2. If that doesn’t help, you can apply for a refund by opening a dispute before the Buyer Protection has ended. Please click here to learn more for how to open dispute.
3. If the order with Free Return service, you could ask for free return in local within 15 days after receipt. Please click here to learn more for Free Return service.
4. If the order with one year Commercial Warranty Service, please submit a warranty service request after the Buyer Protection has ended. Please click here to learn more for Commercial Warranty Service.
After you leave feedback for an order, the feedback will be displayed on Published Feedback page. Feedback will also be shown on the Product page in 24 hours.
If you cannot find the feedback on Published Feedback page, please check:
1. Please check if you have submitted the feedback successfully. If the order is still on Orders Awaiting My Feedback page, please leave your feedback again as you did not submit the feedback successfully.
2. Please notice that the feedback might be removed if it violate feedback rules.
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