When ordering goods on Aliexpress, every buyer hopes for a successful completion of the transaction. But the result does not always live up to expectations. You can often encounter situations where the goods never reach the buyer.

In such cases, customers have the opportunity to open a dispute and resolve this issue in the most beneficial way for themselves.

The feasibility of opening a dispute

When ordering absolutely any goods on Aliexpress, each seller provides a guaranteed delivery period. When paying for goods, you need to immediately pay attention to the maximum period of buyer protection. In some cases it can reach 60-80 days. To avoid unnecessary misunderstandings later, this point must be taken into account.

When the delivery period is coming to an end and there are 1-2 days left before the end of the buyer protection period, you can safely open a dispute.

Important point!

If there is about a week left before the delivery deadline, do not rush and enter into a discussion with the seller. There are numerous situations when the goods have not yet arrived after 5-7 days, a dispute is opened, and two days later a notification is received to receive the parcel. And all the actions taken turn out to be meaningless.

How to open a dispute on Aliexpress

In your personal account on the Aliexpress website, open the “My Orders” section. Select from the list the product you want to dispute. And click “Open dispute”.

A page will open showing options for solving the problem.

This will be a “money back” or “return of goods and money.” In the case when the goods did not arrive and there is nothing to evaluate and return, the correct option would be to choose a refund. Returning goods is possible if the order arrived is of poor quality or does not match the description.

The next step will open a list of questions.

1. You must once again indicate the decision “Refund Only”.

2. Indicate that the goods have not arrived.

3. Indicate the refund amount, in this situation the full price paid.

4. Write a comment in English (if you have problems with English, Google Translator will help). Write in the comments that the delivery period has passed, but the goods have not been received. Please return the money.

5. Attach a screenshot showing that the delivery period is about to expire.

Important!

You can open a dispute once. There will be no second chance.

Some sellers use cunning, trying to deceive the buyer at the discussion stage.

For example:

• They offer to return money bypassing the standard procedure on the website.
• They are trying to woo you with discounts on future purchases.
• They stall for time, promising that the order will arrive soon or they will send it again.

In a situation where the goods have not arrived, there is no need to refuse the dispute or close it until the final goal is achieved and the seller agrees to return the money for the goods in a legal way.

In a situation where the buyer protection time has expired, the goods have not arrived, and for some reason the dispute has not been opened, it is possible to open it within another 15 days. This is a new guarantee from Aliexpress that gives buyers an additional opportunity to get their money back.

Making a decision on a dispute

Usually a controversial situation can be resolved within the first few days.

If during the first five days the seller does not confirm participation in the debate and does not make contact, on the sixth day the dispute is automatically closed in favor of the buyer.

If more than 60 days have passed since the seller sent the order, then a clear decision is made in favor of the buyer to return the funds.

Communication between the seller and the buyer takes place on the page with an open dispute. You can ask questions and make statements. In the case when the parcel did not arrive, but the seller sent it honestly, he will try in every possible way to prove that he is not to blame for what happened.

If the friction drags on, the seller and the buyer cannot come to a common decision within 7 days, the administration of the Aliexpress resource becomes involved in the proceedings. The dispute escalates. The parties must provide compelling arguments and evidence of their case. In the event that the package does not arrive, the administration generally takes the buyer’s side. But, nevertheless, the maximum period for challenging can be up to 90 days.

Information about disputes can be found in your personal account, on the order management page.

The decision has been made on how to close the dispute

If the seller meets and agrees to return the money or remains silent for five days, the dispute is closed automatically. The amount specified in the application (full cost of the goods) is returned to the account from which the order was paid. On average, refunds are made within two weeks from the moment the dispute is closed.

If there was an escalation of the dispute, based on the decision made and confirmation of the completion of the dispute, the money will also be returned to the customer’s account within two weeks.

In order to prove that you are right and not be left at a loss when the seller does not cooperate, the main thing is honesty and the desire to defend your interests. Detailed communication, provision of evidence - if there is a tracked track (or vice versa, it was not initially tracked), correspondence with the seller and any other data that can prove that the goods were not really received - you need to use them.

Many people are familiar with the situation associated with delays in delivery of goods. Very often we plan an event, and therefore we order goods with delivery within a certain time frame. However, often the goods are not delivered on time, and the manager throws up his hands and says that he cannot help, citing some reasons allegedly beyond his control (lack of workers, machines and time, suppliers failed, etc.). In such cases, the consumer should be guided by the following.

If the contract contains a provision for advance payment, it must stipulate the period for transferring the goods to the consumer. The absence of this information may be grounds for invalidating the contract.

If the delivery deadline is violated, the consumer can set a new deadline or withdraw from the contract and demand a full refund of the amount paid.In case of violation of the deadline established by the sales contract for the transfer of prepaid goods to the consumer, the seller pays him a penalty (penalty) for each day of delay in the amount of half a percent of the amount of prepayment for the goods.

The penalty (penalty) is collected from the day when, according to the purchase and sale agreement, the transfer of the goods to the consumer should have been carried out, until the day the goods are transferred to the consumer, or until the day the consumer’s demand for the return of the amount previously paid by him is satisfied. The amount of the penalty (penalty) collected by the consumer cannot exceed the amount of advance payment for the goods(Article 23.1 of the Law “On Protection of Consumer Rights”).

The consumer also has the right to demand compensation for losses caused by violation of the terms of the contract. The consumer's demands for the return of the amount paid for the goods and for full compensation for losses are subject to satisfaction by the seller within ten days from the date of presentation of the corresponding demand.

If the demands are not satisfied voluntarily, you should go to court to protect the violated rights (Article 17 of the Law “On Protection of Consumer Rights”).

If the court satisfies the consumer's demands, the manufacturer (seller, executor, authorized organization, authorized individual entrepreneur, importer) for failure to voluntarily satisfy the consumer's requirements is charged a fine in the amount of 50% of the amount awarded by the court in favor of the consumer (clause 6 of article 13 Law “On Protection of Consumer Rights”).

Sooner or later, every buyer of the Aliexpress website is faced with a situation where the ordered product does not arrive. This can happen due to various reasons. The product may be lost in transit, it may be stolen at some stage of delivery, or the seller may not have sent you the product at all. In all cases, if the buyer protection timer comes to an end and the goods are still not available, then you have the right to open a dispute.

How to open a dispute

In order to open a dispute, you need to go to the section “My orders” >>>

After this, you will, oddly enough, be redirected not immediately to the form for opening a dispute, but to a page with order details, where there will be a lot of useful information, including a link to extend the buyer protection timer, in case you want to wait a little longer for the parcel . But on this page we are interested in the “Open dispute” button. You should click on it.

If your order is completed because the buyer protection timer has expired, you will only have 15 days after the timer ends to open a dispute and get a refund. However, the dispute should not be canceled until you get your money back.

If you open a dispute after the end of the buyer protection period, the required link will be less noticeable and located slightly lower than usual.

• - Expected solution - Refund only
• - Have you received the goods? – NO
• -The problem that has arisen is Delivery problem - Order protection is already expired, but the package is still on the way

In field "Refund Amount" need to enter full cost of the goods. Regardless of whether you used coupons or not. The cost of the coupon will be deducted automatically upon return.

In field "detailed information" you need to describe your claim. You must write in English. Make sure that the text does not contain Russian letters or additional symbols. For example the symbol «№» The site doesn't let me through. Do not write in complex literary expressions. The Chinese seller will most likely translate the text through an automatic translator. Therefore, he may not understand complex text.

Below, for reliability, you can attach evidence. In our case, this may be a screenshot of the tracking system, where the lack of status indicating that you have received the parcel will be visible. Finally, press the button "send"

The dispute is open. How to conduct a dispute according to the new rules.

If everything went well, we will see the following.

At the very top the dates of the main stages of the dispute will be indicated, where you will see:

• - what date did you open the dispute,
• - the date of engagement of AliExpress mediators (the date the dispute escalated), if you do not agree with the seller
• - and the end date of negotiations.

Below you will see timer that counts down 5 days. If within this period the seller does not respond to the dispute in any way, then you automatically win it and the amount you requested is returned to you.

If the seller agrees with your offer, then there is no need to do anything further. Since after the seller agrees to your terms, the dispute will be closed and the automatic refund stage will begin.

But perhaps the seller will offer his own conditions. Then to the right of your decision you will be able to see the seller's decision, with the option to accept a dispute.

At the very bottom of the screen you will have the opportunity to conduct a dialogue with the seller. You are not obliged to accept the seller's offer if it doesn't suit you. According to the new rules, you can negotiate with the seller before the date of engagement of Aliexpress mediators. Then the dispute will automatically escalate and it will be considered by independent AliExpress mediators, who will put forward their fair, in their opinion, solution.

The seller accepted the dispute.

If the seller accepts your dispute, you will see the following: there will be 2 new links on the orders page: “Dispute closed” and “Return stages”

If you hover your mouse over " Return stages", then you can see all the stages of returning your funds. And if you follow the link "The dispute is closed", then you can go to the dispute page and see the following.

The dispute status will change to status “Dispute closed” indicating the refund amount. Below are the order details, comments and the history of the dispute.

The dispute history is at the very bottom of the page, where you can see the date when the seller accepted your decision. If no money has been credited to your account within 2 weeks from this date, then you can start to worry and contact AliPay technical support.

Have a question? Write it in the comments or contact the chat. A parcel with an order from China takes on average 15-45 days. If you made an order on Aliexpress, but the package does not arrive, we recommend checking the tracking status of the package; if it is being tracked, then there is a high probability that you will receive your package.
If the parcel is being tracked and the order protection time is running out, then write to the seller with a request to extend the order protection time.
In any case, opening a dispute in the early stages is ineffective, since the seller will most likely reject it. Next, we will tell you in detail what to do if the goods still haven’t arrived from Aliexpress.

What should I do if the goods have not arrived on Aliexpress and the order protection period is ending?

If you have checked and the parcel is not tracked, write a message to the seller. If the seller does not respond for a long time or the order protection timer runs out, then we immediately open a dispute.
To open a dispute, follow the instructions below:

1. Go to the “My Orders” section on the Aliexpress website.

2. We find an order that you did not receive. Next to the product description, click the “Open dispute” button.

A dispute can be opened no earlier than 10 days after the seller has sent the parcel with the order during the order protection time and before you confirm receipt of the parcel. Plus, you additionally have 15 days to open a dispute after the end of order protection.

3. After clicking the "Open dispute" button, a window will open where you will be offered "Return only" or "Return of goods and money." If you have not received the product or have received it, but it does not correspond to the stated description, you are unhappy and do not want to return it to the seller, then click the “Return Only” button.
In other circumstances, for example, if you are returning a purchased product under warranty or you have agreed with the seller, then click the “Return goods and money” button.
But in our case, since we did not receive the goods, we click “Return only”:

The following window should appear in front of you; you will be offered possible reasons for opening a dispute from which you need to choose the appropriate one:

Problems with delivery of goods (Logistics tracking problem)
- Order protection expires, but the parcel is still on the way
- The transport company returned the order
- No tracking information (this item is often gray and unavailable due to the fact that the seller seems to have given a track, so if the parcel is not trackable, it is better to choose the first item, i.e. Order protection expires, but the parcel is still on the way)

Customs problems
- Customs duty is too high, I don't want to pay

Other
- The seller sent the order to the wrong address.

5. We indicate the refund amount and indicate the details of why you want to return the money (the reason for the dispute must be described in English; if you do not speak English, use an online translator). If necessary, attach photos and videos.
After filling out this short form, click the "Submit" button.
All dispute is open.

6. The seller is usually given 5 days during which he can either accept your dispute or offer his own solution to the dispute and can attach his evidence, and if the seller does not react in any way, the dispute will automatically be closed in your favor. If you come to an agreement, the dispute will be closed and you will need to wait for a refund for the purchase.

If negotiations do not lead to anything, the dispute will escalate.
If the dispute escalates, it is referred to representatives of the administration of the Aliexpress website.
An aggravated dispute is usually resolved within a week and its decision can be both in favor of the buyer and in favor of the seller, it all depends on the reasons and arguments.

What to do if the goods have not arrived on Aliexpress and the order protection period has expired?

In this case, if the ordered product from Aliexpress has not arrived and the order protection period has expired, you have 15 days after the end of the protection, during which you can still open a dispute, so watch the timer. If this period has expired, then it will no longer be possible to open a dispute and, accordingly, it will not be possible to return the money. The order protection period can be viewed in the list of your orders.

Still have questions? ask your question at

Did you buy something on Aliexpress, but the package did not arrive? Our article will tell you what to do in such cases.

In the online store Aliexpress Every day people make thousands of purchases. This is a very well-known international online store that has the opportunity to receive parcels all over the world for free. And its popularity is only increasing every day. But it also happens that the parcel does not reach the recipient.

Why the goods do not arrive from Aliexpress: reasons

Product does not arrive from Aliexpress

There are several reasons why the package does not arrive:

• The goods are delayed at the post office
• The seller forgot or deliberately did not send your order
• The parcel was lost by mail during delivery
• You have entered an incorrect delivery address

The goods from Aliexpress did not arrive on time, the protection is running out: what to do?

Whatever the reason, you need to write to the seller and report the problem. This is done in English, so you can translate it through an online translator. If he doesn’t answer you within two or three days, then open a dispute.

How to properly open a dispute on Aliexpress if the goods have not arrived: step-by-step instructions

Time passes, there is no parcel, the seller does not respond to your messages. All that remains is to start an argument. Let's look at how this is done.

• Login to your page at Aliexpress
• Open "My orders "
• Find the purchase you are interested in and select "Open dispute "

• A form will open to fill out.
• Please indicate here:

1. Expected solution - Return only
2. Have you received the goods? - No
3. What is your problem ? — Problems with delivery — Transaction protection ends, but there is still no parcel

• In line "Refund amounts" indicate the cost of the goods
• In the field to indicate "Detailed information" describe the problem
• Below you can attach evidence, for example, a tracking screen where there is no status about the receipt of the parcel
• When everything is filled, press the key "Send "

How to file a dispute on Aliexpress if the goods have not been received?

If you successfully open a dispute, you will see the following data:

• Dispute start date.
• The time when it will be possible to turn the dispute into a claim and involve the administration.
• date automatic completing the dispute and converting it into a claim.
• Below is a timer counting down 5 days. If during this time the seller does not offer a solution, the dispute will be closed and the money will be transferred to you.
• If the seller accepts your terms, the dispute will also end.
• Most often, sellers put forward their own conditions. In this case, you must accept or refuse them. Or you can do nothing and wait until the dispute escalates.

How to properly file a dispute on Aliexpress if the goods have not arrived?

In a detailed description of the situation, when opening a dispute, it is better to write the following: "Hello ! The order protection period is ending, but there is no parcel. I request a refund for the product “/ “Hello protection order expires and no parcels. Please return the money for the goods."

How to prove to Aliexpress that the goods did not arrive?

Usually the system does not ask for such evidence, but to be sure, you can attach a tracking screenshot where it is not indicated that the package has been received.

If the seller persuades you to take dubious actions, for example, confirm receipt and wait, then take a screenshot and also attach it to evidence. In addition, be sure to escalate the dispute to attract the attention of the administration.

This way you are guaranteed to win the dispute and get your money back.

Video: Parcel from Aliexpress does not arrive? How to get your money back!