Sometimes we make purchases and aren't happy with them. Sometimes it can be the result of dealing with a seller that won't cooperate. Here's how to open a dispute.
While AliExpress is a great site to purchase affordable items, sometimes a purchase or interaction with a seller can have issues. AliExpress allows you to open a dispute about a seller and they will review your claim. To open a dispute about a seller on AliExpress, follow the simple steps below:
Log onto your account. In the top right corner, hover over the 'Sign In' button and select Sign In in the drop down selections that appear. You can sign into your account with your username or email and password, or your Facebook, Google, Twitter, Instagram, Pinterest or VK account.
Once you have logged on, in the top right corner, hover over your account name, and select 'My Orders' in the drop-down menu.
You will be redirected to a page that displays all your orders. Find the order associated with the dispute you wish to make. Before you continue with opening a dispute, check your Buyer Protection timer. You can view this by selecting 'View Details' on your order. You will be redirected to a page that shows your Buyer Protection timer. Note that you need to have at least 15 days on the timer to get a refund.
If you have 15 days on the time, it's time to open the dispute. Select 'Open Dispute' on the right side of the page. This option is available for open orders and delivered orders.
You will be redirected to a form and must fill out the pre-determined reasons for your dispute. Select the option that best fits your situation.
You will be asked if you have received the item yet. If you have not, select 'No' and 'Full Refund.'
If you have received the item, select 'Yes' and select what is wrong with the product in the drop down option. The list of options will include:
Brand not as described
Model not as described
Size not as described
Color not as described
Material not as described
Weight not as described
No packaging/box
Does not work properly
Product rusted/faded
There is an option to add attachments to your dispute. You should always do this if possible. Add pictures of what is wrong with the product to prove your case and ensure the dispute gets resolved quickly.
Select if you want a full refund or wish to have another item sent to you.
After you submit the dispute, the seller has 15 days to respond to your dispute and try to reach an agreement with you. If they do not respond within 15 days, the dispute will automatically be escalated to the AliExpress Dispute Team. The team will review your claim and let you know via email if they have approved your dispute or have sided with the seller.
If you don't agree with the buyer's resolutions, you don't have to wait 15 days. You can choose to escalate the dispute to the AliExpress Dispute Team. While you are in a dispute with a buyer, you can always go back to the order in your account and select the 'Escalate Dispute' button.
During the open dispute, you may wish to modify the dispute claim. For example, items have broken down further or clothes have started to bleed their colour, etc. You can always log back into your account, find the order, and select 'Modify Dispute.' Add pictures and describe the details of new issues with the product.
We recommend you never cancel the dispute. Sometimes, the seller will offer to send you a new product or offer you a discount on the next product if you cancel the dispute. If you do this, AliExpress will no longer be able to help you. So, if the seller doesn't deliver on their promises, AliExpress is not viable.
Once your dispute is finished, you will be notified via email if you will be receiving a refund. You can check the status of your refund anytime by logging into your account and selecting the item in your orders list.
It will typically take 7-10 business days to receive your refund, and it will be attributed to the same method of payment you used to purchase the item.
If at any stage of this process, you are having difficulties or would like some additional help, you can reach out to the AliExpress Help Desk at this number.
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