AliExpress Dispute Process: How to Open a Dispute and Improve Your Refund Chances

If an AliExpress order never arrived, arrived damaged, or does not match the listing, the dispute process is the main way to request a refund through the marketplace. The outcome usually depends on the type of problem, the evidence you provide, and whether you follow the platform’s response deadlines.

AliExpress Buyer Protection is a marketplace process. It is different from a credit card billing dispute, a bank chargeback, or other consumer protections that may apply depending on your payment method and location.

How to Open an AliExpress Dispute

To start a dispute:

1. Sign in to your AliExpress account.
2. Open My Orders and select the order with the problem.
3. Choose the dispute or refund option available for that order.
4. Select the issue type, such as:
   • Item not received
   • Item damaged
   • Item does not match the description
   • Wrong item received
   • Suspected counterfeit or missing features
5. Choose your preferred resolution:
   • Refund Only if you are requesting money back without returning the item.
   • Return Goods if a return is required or practical.
6. Enter the refund amount requested.
7. Upload evidence and submit your explanation.

The exact options and deadlines can vary by order, location, shipping method, and AliExpress account settings, so always check the dispute page for the timer shown on your order.

Before Opening a Dispute: Gather Evidence

Strong evidence helps AliExpress understand what happened. Collect proof before submitting your request.

Useful evidence includes:

• Photos of the item: Show damage, missing parts, incorrect size, or differences from the listing.
• Unboxing videos: These can help show the condition of the package when opened.
• Screenshots of the listing: Save the product description, specifications, and seller claims.
• Tracking information: Include shipping updates if the package is delayed or marked incorrectly.
• Testing results: For electronics or technical products, show measurements or tests that demonstrate the problem.

Avoid vague explanations such as “bad quality.” Instead, describe the specific issue: “The listing states 16GB storage, but the device test shows 8GB.”

Common AliExpress Dispute Situations

Package Never Arrived

For missing orders:

• Check the tracking information first.
• Confirm the delivery address in your order details.
• Save screenshots showing the tracking history.
• Request a refund if the order is not delivered within the applicable protection period shown by AliExpress.

Do not close a dispute simply because a seller asks you to wait unless the issue has actually been resolved.

Item Arrived Damaged

For damaged products:

• Photograph the packaging and the item.
• Include pictures of the exact damage.
• Explain whether the item can still be used.
• Request a full or partial refund depending on the severity of the problem.

Item Is Fake or Not as Described

For suspected counterfeit products or inaccurate listings:

• Compare the product received with the seller’s description.
• Highlight specific differences.
• Provide supporting tests, labels, specifications, or manufacturer information when available.

How to Respond When a Seller Replies

After you open a dispute, the seller may offer a partial refund, request more time, or disagree with your claim.

Consider these steps:

1. Review any offer carefully.
2. Do not accept a refund amount that does not reasonably address the problem.
3. Reply through the AliExpress dispute system so the conversation is recorded.
4. Provide additional evidence if requested.
5. Escalate the dispute to AliExpress review if you cannot reach an agreement.

Keep communication factual and avoid emotional arguments. Clear evidence is usually more useful than a long complaint.

AliExpress Dispute Mistakes to Avoid

Common mistakes that can weaken a claim include:

• Waiting until the dispute deadline is close.
• Removing evidence from the conversation.
• Uploading unclear photos.
• Claiming fraud without specific proof.
• Accepting a seller promise outside the official dispute process.
• Returning an item without following the required return instructions.

What Happens If AliExpress Rejects Your Dispute?

If your dispute is denied:

1. Review the decision and the reason provided.
2. Check whether additional evidence or an appeal option is available in your account.
3. Contact AliExpress customer support if you believe important information was overlooked.
4. Consider other payment dispute options if you paid through a method that provides them.

Your options depend on how you paid. For example, U.S. consumers who used a credit card may have separate billing dispute rights for certain problems. The Federal Trade Commission explains that credit card billing errors generally must be disputed in writing within 60 days of the first statement showing the error: FTC guidance on disputing credit card charges.

AliExpress Dispute vs. Payment Provider Dispute

An AliExpress dispute and a payment dispute are different processes.

Do not assume a chargeback will automatically succeed after losing an AliExpress dispute. Payment providers review their own rules and evidence.

Refund Timing

If AliExpress approves a refund, processing time depends on the payment method and financial institution. The refund may not appear immediately after approval.

Keep:

• The dispute decision notice
• Refund confirmation details
• Order information
• Payment records

These documents can help if you need to follow up with AliExpress or your payment provider.

Frequently Asked Questions

How long do I have to open an AliExpress dispute?

The available dispute window depends on the order and protection period shown in your AliExpress account. Check the order page rather than relying on a general deadline.

What is the best evidence for an AliExpress refund request?

Clear photos, videos, tracking records, screenshots of the product listing, and specific explanations of the problem are usually the most useful evidence.

Should I contact the seller before opening a dispute?

You can contact the seller first if you want to attempt a quick solution, but do not miss the dispute deadline while waiting for a response.

Can I use a chargeback after an AliExpress dispute fails?

Possibly, depending on your payment method and the applicable rules. Contact your card issuer or payment provider for its requirements before filing.

Sources and Further Reading

• FTC guidance on disputing credit card charges
• FTC guidance on billing problems and items not received