Shopping on AliExpress is exciting. You find great deals, unique products, and global sellers. But sometimes, things go wrong. Maybe your order didn’t arrive, or the item isn’t what you expected. That’s where opening a dispute comes in.
It’s your way to resolve issues and protect your money. Don’t worry if this sounds complicated. In this blog, I’ll walk you through the process in a simple, conversational way.
What Is a Dispute on AliExpress?
A dispute is a formal request you make when something goes wrong with your order. It’s how you tell the seller (and AliExpress) about a problem. Maybe the item is damaged, not as described, or never arrived.
By opening a dispute, you can ask for a refund or a replacement. AliExpress acts as a middleman to review your case and decide what’s fair.
Think of it like raising your hand in class to say, “Hey, something’s not right!” Disputes are part of AliExpress’s buyer protection program. They ensure you’re not left empty-handed if your shopping experience doesn’t go as planned.
Why You Might Need to Open a Dispute
There are several reasons you might need to open a dispute. Knowing these helps you decide when it’s time to act. Here are the most common situations:
- Non-delivery: Your order didn’t arrive within the promised time.
- Wrong item: You received something different from what you ordered.
- Damaged or defective: The item arrived broken or doesn’t work.
- Not as described: The product doesn’t match the seller’s description or photos.
- Fake or counterfeit: The item isn’t genuine (like a knockoff branded product).
- Missing parts: The package is incomplete or missing items.
If any of these happen, don’t panic. AliExpress has a system to help you resolve the issue.
When Should You Open a Dispute?
Timing is important. AliExpress gives you a specific window to open a dispute. You can start one 15 days after the seller ships your order and up to 15 days after the order is marked as delivered or the buyer protection period ends. Don’t wait too long, or you might lose your chance to file.
Here’s a quick table to clarify the timeline:
| Situation | When to Open a Dispute |
|---|---|
| Item not shipped | After 15 days from order placement |
| Item not delivered | Within buyer protection period |
| Item delivered but faulty | Within 15 days after delivery |
| Buyer protection expired | No disputes allowed after this |
Pro tip: Check your order status regularly. If the tracking says “delivered” but you didn’t get anything, act fast.
Step-by-Step Guide to Opening a Dispute
Ready to open a dispute? Follow these steps. I’ll break it down so it’s easy to follow.
Step 1: Log In to Your AliExpress Account
Go to the AliExpress website or app and sign in. Make sure you’re using the account you used to place the order. This gives you access to your order history.
Step 2: Find the Order
Head to the “My Orders” section. You’ll see a list of all your purchases. Find the order you’re having trouble with. Click on it to view the details.
Step 3: Check the Dispute Window
Before you proceed, confirm that you’re within the dispute period. Look at the order details for the buyer protection timer. If it’s still active, you’re good to go.
Step 4: Click “Open Dispute”
On the order details page, you’ll see a button labeled “Open Dispute.” Click it. This starts the process. If you don’t see the button, it might mean the dispute period has expired.
Step 5: Fill Out the Dispute Form
AliExpress will ask you to explain the issue. Be clear and honest. Here’s what you’ll need to provide:
- Reason for dispute: Choose from options like “item not received,” “not as described,” or “damaged.”
- Solution requested: Do you want a full refund, partial refund, or a replacement?
- Details: Write a short description of the problem. For example, “The phone case is cracked” or “I ordered a red shirt, but got a blue one.”
- Evidence: Upload photos, videos, or screenshots. This is crucial. For example, show the damaged item or a tracking page that says “undelivered.”
Step 6: Submit the Dispute
Double-check your information. Once you’re sure everything is correct, hit “Submit.” The seller will be notified and has a few days to respond.
Step 7: Wait for the Seller’s Response
The seller might agree to your request, offer a different solution, or reject your claim. You’ll get a notification when they respond. This usually takes 3-7 days. If they don’t respond within the time limit, AliExpress steps in.
Step 8: Escalate to AliExpress (If Needed)
If you and the seller can’t agree, you can escalate the dispute. Click “Escalate Dispute” on the order page. AliExpress will review your case and make a final decision. This can take up to 60 days, but it’s usually faster.
Step 9: Receive Your Refund
If your dispute is approved, you’ll get a refund. The money goes back to the payment method you used (like your credit card or AliPay). Refunds typically take 3-20 business days to process.
Tips for a Successful Dispute
Want to increase your chances of winning a dispute? Here are some practical tips:
- Act quickly: Don’t wait until the last day of the dispute period. File as soon as you notice a problem.
- Provide clear evidence: Photos and videos are your best friends. For example, show the wrong item next to the order description.
- Be polite but firm: When describing the issue, stay professional. Avoid emotional language.
- Keep records: Save screenshots of your order, tracking, and chats with the seller.
- Check tracking: Sometimes, packages are stuck at customs or marked as delivered by mistake. Tracking proof helps your case.
Common Mistakes to Avoid
Opening a dispute is straightforward, but mistakes can slow things down. Here’s what to watch out for:
- Waiting too long: Missing the dispute window means you can’t file.
- Weak evidence: Blurry photos or no proof make it hard for AliExpress to side with you.
- Accepting the order prematurely: Don’t click “Confirm Order Received” until you’re happy with the item.
- Ignoring seller messages: Respond to the seller’s offers or questions to keep the process moving.
What Happens After a Dispute?
Once your dispute is resolved, a few things might happen. If approved, you’ll get a full or partial refund. If you requested a replacement, the seller might send a new item. If the dispute is rejected, you can appeal with more evidence or accept the outcome.
In rare cases, AliExpress might ask you to return the item before issuing a refund. If this happens, follow their instructions carefully. Use tracked shipping to avoid further issues.
FAQs: How to Open Dispute AliExpress
Q. How long does it take to resolve a dispute?
A. It depends. If the seller agrees, it can take a few days. If escalated to AliExpress, it might take 1-2 months. Refunds usually process within 3-20 business days.
Q. Can I open a dispute if I don’t like the item?
A. Only if it’s not as described (e.g., wrong color or size). If it matches the description but you just don’t like it, disputes are unlikely to succeed.
Q. What if the seller doesn’t respond?
A. If the seller doesn’t reply within the given time (usually 5-7 days), AliExpress will step in and review your case.
Q. Can I cancel a dispute after opening it?
A. Yes, you can cancel a dispute if you and the seller reach an agreement. Just go to the dispute page and click “Cancel Dispute.”
Final Thoughts
Opening a dispute on AliExpress might feel daunting, but it’s a simple process once you know the steps. By acting quickly, providing clear evidence, and staying patient, you can resolve most issues. AliExpress’s buyer protection is there to keep your shopping experience safe and fair.
So, the next time an order doesn’t go as planned, don’t stress. Follow this guide, and you’ll be back to enjoying your AliExpress finds in no time.
Disclaimer: This blog is for informational purposes only. The steps and tips provided are based on general knowledge of AliExpress’s dispute process as of April 24, 2025. Always check AliExpress’s official website for the latest policies and guidelines. The author is not responsible for any outcomes related to disputes or refunds.
