Conducting a dispute on AliExpress. Useful tips. Changes in the rules for disputes on aliexpress How to involve the aliexpress service in a dispute

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If you have problems using the services of the Aliexpress website, you need to replace the product or the package has not reached its destination, you need to know how to file a dispute on Aliexpress.

Reasons for opening a claim

Among the most common reasons for opening a claim:

• The parcel did not reach you within 50-60 days;
• More than 60 days have passed for the delivery of the goods, but it is still not there;
• The parcel went to the destination country and disappeared, that is, it is not tracked, which is mandatory;
• The order arrived broken or not properly completed;
• The item is the wrong size, color, material;
• The tracking number says that the package disappeared halfway through and it never actually reached the post office.

When is it “time”?

Despite the fact that a dispute helps to solve a problem with the seller in most cases, you should not open it immediately as soon as you have any suspicions. You need to be patient with postal delays in China and other shipping nuances. And when will that “time” come?

You can start a dispute on Aliexpress in about a week, or better yet 9-10 days after the merchant sent the parcel. This will be indicated by changes in the status of the parcel and the appearance of a track code to track the order.

The deadline for opening a dialogue-dispute is 2-3 days before the end of the product protection period. After the allotted days for protection have ended, the order is automatically considered completed, the money will be transferred to the employee and it will be very difficult to do anything later.

How to create a discussion?

Creating and maintaining a dispute includes several simple steps:

Further actions

As soon as you have opened a dispute, the other party to the conflict will receive a message about it. The Chinese employee is given 5 days to make a decision and respond.

If he does not meet the deadline, he automatically loses the dispute, loses his earnings, and your funds will be returned back.

But usually wholesalers still take part in the discussion, and there are several options for the development of events after their answer:

• The seller agrees to the customer's requirements and returns the money. In this case, the discussion has no continuation;
• The merchant will refuse a refund and offer his own solution. Most often, it is a trick from the seller, that is, he will change the refund amount to 0 and hope that the buyer is inattentive.

In the second case, the order status will change to awaiting a response from you, and not from the seller. There will be 3 buttons next to the order:

• Accept, which means agreement with the terms of the “Chinese side”. You should use this button only after making sure 10 times that the amount to be returned suits you;
• Edit—allows you to re-set the required parameters and the amount to be refunded. This action is similar to opening a dispute, you indicate what you want, wait for the response of the other party to the dispute and make your decision;
• There is no point in canceling the dispute until you get what you have in mind. If the button is pressed accidentally, it is possible to resume the dispute. The main condition for this is the availability of time on the product protection timer;
• Aggravate - a decision that is made in the event of complete and constant disagreement of the seller to return the amount. Translating the dialogue into a complaint means transferring all powers to the administration of the trading platform.

Transfer of powers

If you still can’t resolve the situation, as they call it, quietly and you don’t see the point in arguing on Aliexpress, you need to escalate the dispute.

After clicking on the escalation button, the order status will change to escalated.

A confirmation letter will be sent to the mailbox specified when creating your personal account stating that the moderators have accepted the application for consideration.

Now we just have to wait for the administration's verdict. This may take a couple of days, or maybe a couple of weeks. The maximum period among existing examples was 60 days. It all depends on the workload of the moderators.

During this time, it is strongly recommended to check the page on the site frequently, since administrators may require additional comments from you, photos or videos. You are given a limited time to respond, specified in the order details.

When the decision on the dispute is made, another letter will be sent by email with the decision. And in the disputes and returns section, the status next to the product will change to “closed”. The amount to be returned will be indicated next to it (if the exchange has decided to return your money).

In the section with all orders there will be an inscription that the payment is awaiting confirmation, a little later that the payment is being processed and, ultimately, that the action is completed.

You can track the movement of money back in the order details. At the top right you will need to click on the payment button:

• We see three sections in front of us: the total amount, the payment received and information about the refund, select the last one;
• It contains an orange construction circuit. Three buttons with signatures of dates and corresponding states of money. These three buttons will be connected in turn by two lines as each element of the chain is completed: reimbursement, processing of funds and full transfer of them back.

This happens within 8-10 days after the verdict is rendered. You will be notified of the receipt of money by a message to your phone or email.

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With this I want to say goodbye to you, happy shopping everyone!

Any purchase on the Aliexpress trading platform is subject to the Escrow program, i.e. has some protection. And if something goes wrong with the order (for example, it is in transit for a long time or arrived defective, etc.), then the buyer has the right to open a dispute with the seller.

According to the rules of the trading platform, the seller receives the buyer’s money only if receipt of the order is confirmed or if the order protection period has expired. In this regard, it is pointless to resolve issues of compensation directly with the seller; he simply cannot return the buyer’s money, because haven't received them yet. A dispute is the only and correct way to resolve problems that may arise in a transaction.

Detailed information about the Aliexpress trading platform itself, its rules and operating conditions can be found in the "FAQ: Aliexpress - buyer's guide" section of our forum.

This article will focus exclusively on the procedure for opening and conducting a dispute on the Aliexpress trading platform. Since the Aliexpress platform has already completely localized and Russified the pages for opening and conducting a dispute, all the examples given in the article will be from the Russian version. The translation here is done quite well and will be quite understandable to any user.

Opening a dispute

So, you have decided to open a dispute. To do this, you need to go to the details of your order and opposite the product for which you decided to open a dispute, find and click the “Open dispute” button.


The first thing you need to do on the page that opens for selecting the reasons for the dispute is to indicate whether the ordered product was received or not. The possible causes of the dispute will depend on this, as well as the options for resolving the dispute that the system will offer.


If the product is received, but differs from what was described by the seller, is defective, etc., then in this case the “Yes” option is selected. Next, a list of reasons for opening a dispute will appear, from which the buyer must select the reason that best suits the situation that has arisen.




When determining the amount of compensation in a dispute, you can choose either a full refund of all money paid for the product and its delivery, or a partial refund. In this case, you will need to indicate the amount of the partial refund.

Next, you need to indicate whether you are going to return the product to the seller or not. It should be borne in mind that if the goods are returned to the seller, the costs of such return are borne by the buyer. If you do not want to return the product, then in this case it is better to request partial compensation, the amount of which you determine yourself.

In the message field for the seller, it is necessary to describe (as detailed as possible) the problem that has arisen, on the basis of which a dispute is opened. It is advisable to write all messages in English, because... Sellers from China are unlikely to understand Russian, even if they use automatic translators.

If you need to attach any photo or video evidence to the dispute, you can do this using the "Add Attachments" button. The following file formats are supported for uploading to the dispute: jpg, jpeg, bmp, gif, png. File size – up to 2MB. If you need to upload a video or file larger than 2 MB, you must first upload them to the www.mediafire.com service, and then insert links to the uploaded files into a message to the seller.

After everything is filled out and all the evidence is uploaded, in order to open a dispute you just need to click the "Submit" button.

If a dispute is opened due to non-receipt of the parcel, then the list with a choice of reasons for the dispute will be as follows:


After choosing the reason for opening a dispute, you must indicate your requirements in this dispute and provide evidence of the seller’s failure to fulfill its obligations.


Please note that if a dispute is opened due to non-receipt of an item, there will be no option to specify a partial refund in the refund request section. The system will automatically set the full amount of your initial payment to be refunded.

After all the fields on the dispute page are filled in, the reason for the dispute, the amount of compensation are selected, the situation for which the dispute is opened is described, evidence is attached and the “Submit” button is pressed - the dispute will be opened.

The open dispute page will look like this:


The initial status of the dispute will be indicated as "Pending dispute approval by the seller." Further on the page will be indicated the time counter that is given to the seller to respond to an open dispute. If during this allotted time the seller does not respond to your problem in any way, then the dispute is closed in favor of the buyer.

If there is an error in the description of the dispute (the reason for the dispute or the amount of compensation is incorrectly selected, something needs to be added to the description of the problem, etc.), then the terms of the open dispute can be edited by clicking the "Edit" button. If you need to cancel a dispute (for example, a dispute is opened due to non-receipt, but the goods have already been received), then this can also be done using the corresponding “Cancel dispute” button.

Next, the dispute page will display basic information about your dispute:


Even lower on the same page, all correspondence that was conducted with the seller in order details (if any) before the opening of the dispute will be displayed:


Further correspondence in the dispute will also be conducted in this place, so there is a field for new messages to the seller and the ability to upload additional photo evidence.

In your personal account, information about an open dispute will be reflected in the My Aliexpress/Operations/Disputes&Returns section:


In the general list of orders, the order for which there is a dispute will also have the corresponding status:

Conducting a dispute

After the dispute is opened, you must wait for the seller's response.

Options for the development of events here could be as follows:

1) The seller will accept your offer, the dispute will be closed and a refund will be issued.
2) The seller will ignore the open dispute and the time allotted for the seller to respond will end. In this case, the dispute will be closed in favor of the buyer and a refund will be issued.
3) The seller may refuse your request and offer his own solution to the problem.

The first two options for the development of events are quite unambiguous and therefore it does not make much sense to consider them in detail. Therefore, we will focus only on the third option.

If the seller refused your demands in the dispute and offered some kind of solution to the problem, then the information on the dispute will be displayed as follows.

On the My Aliexpress/Operations/Disputes&Returns page, the status of your dispute will change and options for further actions to handle the dispute will appear:


There is no need to click anything on this page; it is better to immediately go to the details of the dispute and familiarize yourself with the seller’s offers.

The dispute details page will look like this:


As you can see from the screenshot, the dispute status has changed from " Pending approval of the dispute by the seller" on " Pending your agreement with the seller's response". Also on this page there will be a reminder that “the seller did not accept your request for a dispute, but offered a solution.” Next is a time counter during which you can communicate with the seller and look for ways to solve the problem. If a compromise is not found , then at the end of this counter, the dispute will automatically be transferred to the category of claims and will be submitted to the Aliexpress administration for consideration.

Next are the dispute management buttons “Accept”, “Edit”, “Cancel dispute” and “Aggravate the dispute”. We will look at them a little later, but for now we will return to the dispute details page. After the seller's answer, it changed a little. Firstly, the seller’s response appeared on it with his vision of resolving the dispute problem. In our example, the dispute is opened due to lack of tracking information. The seller does not explain in any way why the track number is not tracked, but offers to close the dispute and he will send the goods again. In general, a standard response from a seller from China. Further, it can be seen that the seller, for some reason, changed the conditions for returning the goods. Why he did this is not entirely clear... The remaining points of the dispute remained unchanged.

Important: The most important point at this stage of the dispute is to check the amount of the refund request. Always pay attention to this. In the example under consideration, the seller left the amount unchanged. But the seller may well change this amount and put the amount there at his discretion, up to $0. If you do not pay attention to this and transfer the dispute to the category of a claim, then it will be impossible to change the amount of compensation later. Accordingly, the claim filed in such a case will be void.

Further, on the same page you will be able to view the history of the dispute, correspondence with the seller, add your response to the seller and, if necessary, new photos or links to videos.


Now let's move on to the dispute management buttons that were mentioned above: “Accept”, “Edit”, “Cancel dispute” and “Aggravate the dispute”.

"Cancel dispute" button
This action means that the buyer agrees to close the dispute. One point should be noted here. It will be possible to reopen the dispute only if there is still time left on the order protection counter in the order details. If the dispute was opened when the order protection time was already coming to an end and, at the time of receiving a response from the seller in the dispute, this time had ended, then in this case, canceling the dispute will lead to the completion of the order. It will be impossible to open a second dispute. To prevent this from happening, you first need to make a request from the order details page to extend the order protection time, make sure that the seller has extended this time, and only then cancel the dispute. If this condition is met, the dispute can be reopened.

Accept button
This action means that you agree with the offer made by the seller. Clicking this button will close the order and you will accept the seller's terms and conditions. Use this feature if you clearly understand the seller's offer and (most importantly) the refund amount specified in the seller's offer is what you want.

Edit button
This action is intended to change the terms of a previously open dispute. The terms of the dispute can change in two cases: the seller changed them or you yourself want to change them. For example, you requested a full refund, but the seller offered to refund only half. Or you opened a dispute due to non-receipt of the goods, but received the goods during the period of the dispute, but the goods do not correspond to the description, are defective, have a different size, color, etc. In this case, by editing the dispute, you can change its reason and the amount of compensation.

The dispute editing page is very similar to the initial page for opening a dispute and has the same logic and structure. Those. you need to re-indicate whether the goods were received or not, select the reason for the dispute, indicate the amount of compensation, whether you want to return the goods or not.


On the same page, below, you can also write a new message for the seller and attach any new files as evidence.

After filling out the dispute editing form and confirming it, the dispute page will look like this:


As can be seen from the screenshot, the dispute status has again changed to “Pending approval of the dispute by the seller”, the time counter for the seller’s response has appeared again, and the condition has again appeared that if the seller does not respond within the specified time, the dispute will be closed in favor of the buyer. The result of editing the conditions in this example was that the dispute was returned to its initial state. It is also clear that the dispute retains the possibility of its further editing, cancellation and translation into a claim.

Below on the dispute details page, in the “Dispute History” section, a corresponding entry will appear indicating that the terms of the dispute were edited by the buyer.


Thus, by editing the terms of the dispute, you can negotiate with the seller and try to find a compromise solution to the problem.

Button "Aggravate the dispute"
This action is intended to transfer the dispute to the category of claims and means that the buyer and seller were unable to resolve the dispute between themselves. Thus, the buyer submits the dispute for consideration and decision by the Aliexpress administration.

Translation of a dispute into a claim

After clicking the "Aggravate dispute" button, the following notification will appear:


The system asks the buyer to ensure that all necessary evidence has been added to the dispute. Once a dispute has been converted to a claim, the buyer will not have the opportunity to add additional evidence. This can only be done if the Aliexpress administration requests them additionally. If you have reflected all the necessary information in the dispute and are determined to turn the dispute into a claim, then all that remains is to confirm this action by again clicking the “Aggravate the dispute” button in the notification. If you need to add something to the dispute, then in this case you can close the notification or click the “No, thanks” button and return to the dispute page for further editing.

Important: Before converting a dispute into a claim, be sure to ensure that the amount of compensation in the dispute is indicated correctly.

Claim

After converting the dispute to a claim, the dispute page will look like this:


The dispute status will change to "Heated disputes" and a reminder will appear " The dispute is transferred to the next level. Your dispute will be submitted to our dispute management team. Our claims center will contact you as soon as possible".

Below on the dispute details page, in the “Dispute History” section, a corresponding entry will appear indicating that the dispute has escalated and been converted into a claim.


On the My Aliexpress/Transactions/Disputes&Returns page, the status of your dispute will be indicated as “Aggravated”.


There is only one further possible action on the part of the buyer - canceling the dispute. It is needed if the problem has been resolved or the buyer and seller have found a way to solve it that suits both parties.

Important: Canceling a dispute turned into a claim will automatically close the order, regardless of whether there is time on the protection period counter in the order details or not. The order will be closed completely. The buyer's money will be transferred to the seller and it will not be possible to open a dispute on this order again.

Some time after the dispute is converted into a claim (usually this happens quickly, 5-10 minutes), a new status “Dispute escalated - review” will appear on the dispute page, indicating that your claim has been accepted for consideration by the Aliexpress administration.


A button to cancel the claim will also appear on the dispute page. At this point, the procedure for opening a claim can be considered complete.

To confirm that the claim has been accepted for consideration by the Aliexpress administration, the buyer will additionally receive an email of the following type:


There is no need to respond to it, it is simply a notification that Aliexpress has received your complaint.

According to the rules of the trading platform, the processing time for customer claims is 15-60 days. So all that remains is to wait for the decision of the administration of the trading platform on this claim. During the consideration of the claim, the administration may contact the buyer to request additional evidence on the dispute or offer some alternative solutions to this claim.

Approximately 3 days after the dispute has been converted to a claim, the buyer will receive another letter from the Aliexpress dispute team:


The letter will indicate that the claim is in the status "Awaiting the other party's response". The letter will also contain information about what actions the Aliexpress administration has already taken regarding this claim. If the buyer receives If any additional data is needed to consider the claim, the Aliexpress dispute resolution team may request it additionally. Please note the notice located at the very end of the letter. This is a warning that if the claim is closed by the buyer, this will mean that the order is closed. will close and the buyer's payment will be transferred to the seller.

Decision on the claim

A decision on a claim in favor of the buyer can be made in two cases:

1) The seller will still agree with your requirements in the claim;
2) The Aliexpress administration will make a decision on the claim.

In this case, the buyer will receive a corresponding notification by email. Example:


In the example under consideration, it is clear that the seller himself agreed with the requirements in the claim, that the system automatically closed the claim and that the buyer will be refunded.

In your personal account, in the My Aliexpress/Operations/Disputes&Returns section, information about the closed dispute and the amount of the refund will appear:


When you click on the “View data” link under the dispute status, you will be taken to the dispute details page, where its new status “Dispute closed” will also be indicated:


On the page with a list of all orders, this order's status will also change from "Awaiting confirmation" to "Payment processing".


Once the payment has been processed (usually within an hour), the order status will change from Payment Processing to Completed. In addition, a status about the completed dispute regarding this order will also appear:


Next, you need to go to the details of this order and go to the “Payment” tab, which displays all the payment information for the order:


A new section “Refund Information” will appear here, which will indicate the fact of the refund being made and the status of this refund.

According to the rules of the Aliexpress trading platform, the refund period is 7-10 working days.

Now the buyer can only wait for the funds to be credited to his bank card (QiWi wallet, WebMoney wallet, etc.) and at this point the controversial situation can be considered closed and resolved.

And after another day, the dispute was forcibly closed, with a decision to return half of the amount paid to me.

Throughout the entire dispute, at the bottom of the page, a chronology of events is kept. This is how events developed in my dispute. The buyer's actions are marked in blue, the seller's in red and the aliexpress administration's in green.

Thus, the entire dispute system is based on "suggestions." The buyer offers to return the money to him (in whole or in part) and if the seller agrees (clicks accept under the buyer’s offer), the dispute will be closed immediately without involving the administration. Or in response, the seller can offer his own solution (for example, a partial refund or a full refund, but with the return of the goods), and the buyer will either accept or refuse such a decision. Both the buyer and the seller can propose solutions multiple times (and also edit them). But if within 7 days you do not come to a mutual decision (either the buyer clicks “Accept” under the seller’s decision, or the seller clicks “Accept” under the buyer’s decision), then the aliexpress administration will join the dispute, study all the evidence provided and offer its solution. In any case, the dispute will be closed with some kind of solution and it will not necessarily suit both sides of the dispute.

Therefore, always describe the problem as accurately and clearly as possible (preferably without emotions, politely) and provide as much evidence as possible that you are right. in this case, the probability of resolving the dispute in your favor will tend to 100%.

1.5 Filing an appeal

If for some reason you are dissatisfied with the resolution of the dispute and want to file an appeal, then you just need to click on the “Submit a Complaint” button (by the way, in the old dispute system, filing an appeal was much more difficult and not everyone could do it).

The appeal button is available within 7 days after the dispute is closed. Don't miss this time.

When filing an appeal, you will be asked to complete a standard form. There is nothing complicated about it, you choose what you are not happy with and describe the situation (as always, as detailed and polite as possible). If you're lucky, the aliexpress administration will change its decision regarding your complaint.

1.6 Refunds

Refunds based on the results of a dispute take several days (3-5 business days), sometimes longer, depending on the payment method and the bank. The money is returned to where it was paid from. If you paid by card and the card became inactive at the time of return, the money is returned to your bank account and can be obtained using your passport at a bank branch, or transferred to another (valid) card via Internet banking. You should check with your bank for more details, as rules may vary from bank to bank.

The stage of the return can be viewed in the order details on the "Payment" tab.

2. Dispute over non-receipt

Next, let's look at a simpler example. Dispute over non-receipt. The goods were paid for, but not received within the established time frame. More than 90 days have passed. I am patient and do not open a dispute until the last minute, allowing the seller to extend the transaction period. But when it becomes clear that the goods will not arrive, I still open a dispute.

2.1 Opening a dispute

To start the dispute process, you need to click on the "Open dispute" button in your aliexpress personal account, in the order properties. First, of course, you need to write to the seller your complaints, in case he wants to resolve them without opening a dispute.

Since the goods have not been received, I select the "Refund Only" claim. That is, the goods have not been received, which means there is no need to return them. But they should return the money to me, since I did not receive the goods.

From the issues drop down list I select that the track number is not trackable (because the track number is not actually tracked). And I describe my problem (in English). You can also attach photo and video evidence, if available (for example, a screenshot of the fact that there is no information on the track number).

2.2 Dispute management

The dispute procedure itself does not differ from that described in the first part of this article (section 1.2).

2.3 Dispute resolution and refund

My dispute went as quickly as possible (lucky, one might say). The seller did not answer anything (the seller’s store was already closed, and the seller himself seemed to have abandoned business on Aliexpress) and the dispute was automatically resolved in my favor. And after a few days I received the money back.

Conclusion

In this article I tried to talk only about the “mechanics” of the processes. I did not touch upon the topics of how to behave in a dispute, at what time to open, what can be demanded in a given situation, and other issues relating to the “details” of specific cases. There are a lot of situations and it is impossible to give a universal answer to each, especially within the framework of one article.

I remind you that it is best to ask questions about dispute management on the forum in the Disputes on Aliexpress section, for example in the Dispute on Aliexpress topic, help is needed. There they will answer you faster and the communication itself within the forum format will be more convenient.

You may also be interested in other articles on the topic of disputes on aliexpress:

Thank you for being with us, happy shopping and less disputes!

UPD:


Important addition.
When considering a dispute, aliexpress mediators do not see your correspondence with the seller. If you need to show correspondence to mediators, then you need to take a screenshot of the correspondence (if necessary, highlight important information on it) and attach it as evidence.

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In this article we will talk about such an important point as opening and conducting a dispute (dispute) on Aliexpress. And we will try to understand the following questions:

In general, let's figure out what needs to be done to win a dispute on Aliexpress and get your money back as quickly as possible.

It's no secret that goods from Aliexpress may not arrive in good condition, with defects that do not correspond to the description, or may not arrive at all, getting lost somewhere along the way. Things happen.

The money for the defective product has already been paid, the seller is in China - what to do?

It is to resolve such situations that the Aliexpress administration introduced such a tool as Dispute or Dispute, call it what you like, it makes no difference.

A dispute with an Aliexpress seller will allow you, firstly, to inform the seller that his product is faulty or has not arrived, and secondly, to demand a refund of the money paid.

In principle, this is the simplest scheme for conducting a dispute on Aliexpress. You told the seller that his product was broken, and he returned your money (or part of the money) for it. And quite often it happens that this is what happens (especially with cheap goods). The seller doesn’t want to waste time arguing with the buyer, and even less does he want to show off to the Aliexpress administration, so he simply offers to return the money for the product in exchange for a good review from you. I think everyone has noticed that 98% of all reviews on Aliexpress are positive, although products with defects are not that uncommon.

The situation is more complicated with more expensive goods or simply stubborn sellers. In such cases, getting your money back can be a headache.

You will first be taken to an order information page. At the very bottom of this page there is another link “Open a dispute”, click on it and start filling out something like a questionnaire. And the first thing you need to indicate is what exactly you want from the seller.

Reasons for opening a dispute on Aliexpress

1. Problems with product delivery
   • Order protection has already expired, but the parcel is still on the way
   • The transport company returned the order
   • No tracking information
2. Problems with customs
3. The seller sent the order to the wrong address

After choosing a suitable reason, all you have to do is write a short comment to the seller and (for now optional) attach a couple of photos or even a video.

What can you demand from the seller in a dispute on Aliexpress?

There is not much choice here, you have only two options:

Refund– you demand that the seller return your money for the goods. You do not want to return the item to the seller. The best option, believe me, is that you do not want to send the goods back to the seller.

Return of goods and money– you want to return the money for the product and are ready to send it back to the seller. Not the best idea - shipping to China costs money, something like $20. Parcels from Russia to China are no faster than from China to Russia. And you will receive your money back only after the goods are returned to the seller.

The situation is a little simpler with sellers who have the so-called « » . Here you need to pay for delivery of the goods only to the seller’s warehouse in Russia (usually Moscow). And the seller will pay the costs of delivering the goods to China himself.

Well, the money will be returned to you as soon as the goods arrive at the warehouse, and not in China.

All sellers have local returns, as well as simple sellers who have the following guarantee:

On the one hand, when returning goods and money, the seller breaks down less and willingly returns the money. On the other hand, you spend money on sending the goods back to the seller and wait a month, or even more, for the package to arrive (and God forbid, something happens to it along the way). Which option to choose is up to you.

What to write to the seller in a dispute?

What should we write in a dispute on Aliexpress? Not much at all. Describe in just a few words what you ordered, what you received, and why you want a refund. Indicate the shortcomings of the product , again without any detailed descriptions: the smartphone won’t turn on, there’s a bad smell coming from the T-shirt, there’s a crack on the screen, the body is scratched, and so on.

There is no need to explain to the seller how upset you are about the poor quality of the product. He does not care.

It’s also worth uploading a couple of photos of low-quality goods . Take close-up photos of scratches or cracks. If your smartphone does not turn on, connect it to the charger and take a photo of nothing happening.

In general, if at the post office you suspect that something is wrong with the parcel (shards are ringing, for example), Can you make an unboxing video? . This is the best variant.

At first, this is more than enough. Open a dispute and wait for the seller's response. Depending on what he answers, we will think about what to do next.

In what language should correspondence be used in a dispute on Aliexpress?

Well, in general, you will receive all messages from Aliexpress and from the seller in English. You can also present your requirements in English. Although there will be no difference if you write in Russian. That you will translate your message in the translator, that the seller, everything is the same.

During subsequent correspondence with the seller, if any, you should refrain from rudeness, swearing and other nonsense. Yes, the seller will press for pity, demand proof, offer his own solutions to the problem, etc.

We remain calm and carefully read everything that the seller writes to us. If he asks for any evidence, we present it. Again, everything is within reasonable limits - a 3-5 minute video, normal quality is enough, no need to shoot blockbusters.

If the seller demands some kind of dancing with a tambourine during this video, which you cannot do, write to him and say that it is not possible to fulfill the request. If anything happens, you can always wait for Aliexpress to intervene, where the requirements for evidence will be more adequate.

If you shed a tear after the seller’s pitiful story about his plight and are already thinking about canceling the dispute, think again about whether you live so well that you would essentially just give the Chinese the Nth amount of money. In addition, if you opened a dispute in the last days of the expiration of the Buyer Protection period, it will no longer be possible to open the dispute again.

Once again, be careful with what the seller offers you. You don't need to take the seller's word for it, ever. Do not close the dispute because of a promise to return money bypassing Aliexpress or some good discounts.

The seller may offer you to repair the product at his own expense and pay the repair amount. Do you need it?

The seller can accept the dispute, but at the same time change its terms - instead of "Refund" put "Return of goods and money". Double-check before agreeing to his offer.

Now let’s talk in more detail about the deadlines for opening a dispute on Aliexpress.

Deadlines for opening and conducting a dispute on Aliexpress

As mentioned above, you can open a dispute on Aliexpress:

Not earlier than 10 days from the date of dispatch of the goods– namely sending, the time of verification and payment processing is not taken into account.

And no later than 15 days from the date of confirmation of receipt of the goods– it doesn’t matter when you received the goods in the mail. The time will start counting only when you confirm receipt of the goods on Aliexpress.

There are cases that Aliexpress does not allow you to open a dispute if the goods are not received. In this case, users receive messages like:

According to our data, your parcel has already arrived in the destination country. Very soon she will go to you! Most parcels are delivered within the timeframe specified by the seller. If you do not receive your package by ****-**-**, please open a dispute and we will help you find a solution.

The message asks you to wait until the deadline for delivery of the goods and only then open a dispute. That is, you only have 15 days left to open. An unpleasant rule, you will agree.

However, there is a small life hack:

• You need to open a dispute first
• Disable Internet
• And then, in the “Did you receive the goods” section, select “No”. In this case, the system, instead of the specified message, will allow you to fill in all other fields.
• Turn on the Internet and press the “Submit” button

It's still working.

This concerns the timing of opening a dispute. Now let’s look at the deadlines that apply when filing a dispute on Aliexpress.

7 days– this is exactly how much is given to you and the seller to resolve the dispute. The countdown begins from the moment the dispute is opened, regardless of whether the seller accepted it or not.

During these 7 days, you will have interesting or not so interesting correspondence with the seller. As I already said, some sellers, by hook or by crook, will convince you to close the dispute, change the reason, reduce the delivery amount, etc.

After 7 days, the dispute will escalate and the Aliexpress administration will take care of your problem.

5 days– if 5 days have passed since the opening of the dispute, and the seller has not accepted it (he just hammered, did not answer anything), the dispute is automatically closed and your money is returned.

Perhaps the best scenario for the development of events. But this is rare.

15-60 days– this is how long it can take for the Aliexpress administration to consider an aggravated dispute. Don’t be alarmed by the 60-day figure; it’s more like reinsurance in case of particularly difficult situations. Usually everything is reviewed in a couple of weeks, or even faster.

5-15 days– this is how long the process of returning money takes in case of a positive decision from Aliexpress.

Aggravation of the dispute on Aliexpress, perhaps better for you than for the seller. No matter what they say, the administration prefers to side with the buyer. The main thing here is to provide them with all the necessary evidence.

Video on the topic:

Aggravation of the dispute on Aliexpress

The dispute escalates automatically after 7 days from the date of its opening.

How to escalate a dispute on Aliexpress yourself?

No way. There used to be such an option, but now it has been removed. So you will have to wait a week before the dispute escalates.

Involving Aliexpress in a dispute

And now the almighty Aliexpress administration intervened in your dispute. What's next?

The first thing Aliexpress will do is review your evidence provided earlier. In this case, your correspondence with the seller will not be taken into account when resolving the dispute, no matter what you agree on there, no matter what stories you tell each other.

And here is the first important point. If Aliexpress considers your evidence insufficient, and most likely it will be so. You will receive the following message:

Don't be afraid, no one cheated you. This is just a suggested option for now. But in the details of this message you can find interesting information about what evidence you need to provide in order to get your money back.

Usually these are photos and videos. It would seem, why not immediately send all this evidence when opening a dispute?

It’s just that Aliexpress usually has certain requirements for this evidence, for example: you need to take a video where your smartphone is connected to a charger and shows no signs of life, and another device is connected to a nearby outlet and is charging normally.

This is done to make sure that the product is not faulty, and also to eliminate the possibility of falsifying evidence.

Requirements change periodically from case to case. So it’s better to find out exactly what Aliexpress will require from you specifically.

Yes, you are given a specific deadline to provide evidence(usually 3 days), so don't miss it.

Then, for some time, Aliexpress will consider your evidence and make a decision.

There may be several solutions. For example, I got two for a faulty smartphone:

1 solution– partial refund, about 90% of the order value. Apparently they deducted the costs of delivery, gift case, etc. I still have the phone.

2 solution– full refund, but subject to sending the phone back to the seller.

I made the first decision, the seller made the second. A couple of days later, Aliexpress took my side and decided to issue a partial refund.

There may also be an option that the seller himself will agree to return your money.

And there are times when Aliexpress decides not to return anything to you, declares you a fraudster and blocks your account. Yes, this happens too. But this happens mostly with scammers who have open disputes for almost every order. Allegedly all goods are faulty, etc.

In general, Aliexpress’s decision on your dispute depends primarily on your evidence and the seller’s evidence; your reputation with him and the history of previous purchases are also taken into account. If you have had several disputes opened in a relatively short period of time (no matter for what reasons), then problems may arise.

In general, you should not worry about having to open a dispute on Aliexpress. If you are right and they really sent you a low-quality product or didn’t send it at all, you will get your money back without any problems. You just have to spend a little time.

How to change and edit a dispute on Aliexpress

If you made a mistake when indicating the reason for the dispute, or the seller still nagged you to change it, you agreed with the seller on a different refund amount, and in general, if you need to change something or add something to the dispute, you can do it without any problems.

To do this, just press the button "Change" and make the necessary changes.

In fact, you will be asked to fill out the same form again as when opening a dispute.

Specify another reason for the dispute, change the refund amount and confirm.

It is impossible to change an aggravated dispute.

Refund from Aliexpress

We won the argument, when will the money be returned and where?

Everything is simple here. Money from Aliexpress is returned to the details from which you paid for the order. We paid with a bank card, the money will be returned to it, etc.

As for the refund deadlines, they are as follows:

In my case, the money was returned 12 days after the decision was approved by the Aliexpress administration (returned to a Sberbank card)

Not long ago, news spread across the Internet that Aliexpress was tightening the conditions for delivering parcels to Ukraine and Belarus. According to their information, many buyers open a dispute over parcels that they received without a tracking number with a note that the parcel did not arrive to them. I can assume that, given the difficult situation in Ukraine, there are a lot of people who make such quick money. However, are the sellers themselves so honest in China?

How sellers on Aliexpress cheat when opening a dispute

For the Chinese, deceiving a buyer is simply a piece of cake. I even read somewhere that it’s in their blood. When it comes to money, they become very cunning and arrogant. Even when they are clearly wrong.

Didn't receive what you ordered? The quality of the product is not as stated - open a dispute on Ali. But keep in mind that here the Chinese can also cheat you. And even if you are right, Ali may rule against you. Let's tell you about the main tricks that you can get caught in the process of resolving a dispute. Everything will be clear and to the point, without any confusion.

1. Or maybe the product is not so bad?

Can you use it? Is there any problem with the product?

The Chinese will go from simple to complex - at first they will work with soft methods - they will try to solve everything “in an amicable way”. For example - well, you got the wrong color - they will apologize a thousand times, they will put sad emoticons and write every day that they admit their guilt, there is a lot of work, they made a mistake.

They may even write to you something like “I have a very strict boss, if he sees a dispute and a bad review, he will fire me, and I need to feed my sick mother.”

2. Reducing the price of dispute

For a Chinese seller, his rating is very important. And if the dispute was resolved in your favor, he did not accept your terms and you then also gave a bad review - that’s all, cover. It is unacceptable for him that all disputes should be resolved this way (and just imagine how many people want to open them). Therefore, as a second step, you will be asked to reduce the cost of claims - by half.

3. Close the dispute - we will send you what you want

It’s logical - if instead of 6 pieces you only received 1, then where to go? Of course the Chinese must send the rest. But here are the nuances. Before this, he may ask to close the dispute - to protect himself, it seems that we have agreed. He may agree with you to close the dispute when he provides you with a tracking number. Seems fair too. But - do not agree under any circumstances!!! Don't be so compassionate. A brick or an empty parcel may be sent to you under this tracking number. Tell them to return the money and buy the product from another seller - that’s fair!

4. Close the dispute - we will return the money via PayPal

Dear. We refund you via Paypal account. Would you close the dispute? Waiting for your reply

Another trick. If you haven't already understood from the previous 3 points - You can not accept any conditions of Chinese sellers . Think about it - why make a return through PayPal if the same thing can be returned through a dispute? Well, maybe if you close the dispute yourself, this will somehow affect the seller’s rating, but:

• You may be asked to close the dispute before paying via Paypal. In this case you will not be able to open a dispute a second time. That's it, you just lost money on Aliexpress.
• If you are from Ukraine, you simply cannot accept money into your account due to the very conditions of Paypal - do you think the Chinese don’t know about this?

You can answer right away

Do not make a fool of me. I am in Ukraine. We can't accept PayPal.

5. Change the reason for the dispute. Yeah, right now!

They may write you something like

Honey, could you change the reason for the dispute: “Personal reasons” or “simple return(easy return)” or “shipping method is not as described.”

As you can see, the Chinese are very inventive and sometimes it seems that they act according to a manual. In this case, they ask that the cause of the dispute is not a low-quality product, but some minor reason like: personal beliefs, I don’t like the product (but don’t want to return it), it was sent by the wrong company - well, what kind of decision can they make on such reasons? Well, the shipment was from the wrong company, but did you receive the goods? The dispute can most likely be resolved in favor of the seller.

6. Blackmail - return the parcel - we will close the dispute

Then you return it, we give you a refund

Ooooh, only a short-sighted buyer or a newbie can be caught by this. Allegedly, if the goods are not sent back, the money will not be returned. This works on Ebay - indeed, if the product does not work, then you must return it if you want to get your money. There are also nuances here (in case you return the goods under the conditions of the Ebay site):

• You must pay for shipping the item and approximately $2 for the tracking number. Send without a track number - the Chinese will say that they did not receive anything, even if this is not the case.
• The dispute can be open for a certain time and whether the parcel will arrive and most importantly - whether the Chinese will delay receiving it until the dispute is closed is unknown!

Since, according to the current rules, Aliexpress is on your side (unlike Ebay), it would be more correct to write

I will not pay for your mistake. Make a refund

Even if the Chinese write that they will pay for delivery (You will return the parcels, freight we pay), you are not obliged to return anything.

7. You won't get anything!

Here is the heavy artillery - the last attempts to catch you as a sucker! If before this there was just correspondence, then the Chinese will already make you an official offer. Boorish, arrogant and dishonest.

But when a solution is proposed, it will look like this

The seller offers a solution to the dispute

Here the reason for opening a dispute was that the parcel did not arrive within 3 months. If you don’t know English at all, then you might think that the Chinese agreed to your dispute, but this is not so: He offers not to return the goods and not to give you the money - No refund. You may also be offered not to return anything and return $0 - Return goods & refund US $ 0.00. This is similar to simply closing the dispute without paying you any money.

Honesty and reviews on Aliexpress

As you can see, the Chinese work according to the principle “Nothing personal - just business.” When you carry on a long correspondence with them, you simply don’t feel angry enough at how brazenly and cynically they act.

After they try to scam you, guess what they ask? That's right - don't give them negative feedback!

1. Dear~ I’m sorry — I’m willing to refund to you. Can you help me to change dispute reason？ Then I will accept the dispute. i really need your help
2. Dear~i hope you can change dispute reason write don’t receive the product，or can not find tracking information
   Then I will accept the dispute
   And refund to you, thanks for your understanding
3. Dear, Sorry for the inconvenience.
   We are willing to refund to you
   Hope you wouldn't give us the negative feedback

If someone does not understand English, they ask you to change the reason for opening a dispute - from “the product is not as stated” to something softer like “did not receive the product” or “the parcel is not trackable” and after that they will return the money.

Well, such an awesome thing - “We hope you won’t give us negative feedback.” Of course, you should leave a negative review - the seller just tried to scam you.

But what I want to say finally. There are a lot of Chinese who profit from the greed of buyers who think that for $5 they can get a power bank with a capacity of 10,000Mah and the same buyers who profit from the desire of these sellers to cheat. You know, at one time I had close contact with a Chinese - he studied with me. Once there was a conversation about Chinese goods, I said that they are cheap, but the quality suffers. To which he replied: “We have quality goods, but you don’t want to buy them.” So: be honest - open disputes for real reasons and do not buy any unnecessary fifth-rate nonsense.