How do I open a dispute about a seller on AliExpress?

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.

Jeff Whelpley is the editor / author responsible for this content.
Jul 1, 2019

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:

  1. Go to

  2. 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.

  3. Once you have logged on, in the top right corner, hover over your account name, and select 'My Orders' in the drop-down menu.

  4. 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.

  5. 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.

  6. 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.

  7. You will be asked if you have received the item yet. If you have not, select 'No' and 'Full Refund.'

  8. 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:

    1. Brand not as described

    2. Model not as described

    3. Size not as described

    4. Color not as described

    5. Material not as described

    6. Weight not as described

    7. No packaging/box

    8. Does not work properly

    9. Product rusted/faded

  9. 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.

  10. Select if you want a full refund or wish to have another item sent to you.

  11. 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.

  12. 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.

  13. 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.

  14. 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.

  15. 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.

  16. 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.

Further questions?

Ask a followup or related question and we will try to provide an answer in seconds.
Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.
How do I open a dispute about a seller on AliExpress?

Why does GetHuman Write How-to Guides for AliExpress Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like AliExpress in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How do I open a dispute about a seller on AliExpress? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.


Asked 5 years ago
Viewed 134,174 times
Aliexpress dispute seller
Seller Disputes
Aliexpress phone number
Problem with Seller
open a dispute
Problem With a Seller
Was this page helpful?YesNeeds work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!