If an AliExpress order never arrived, arrived damaged, or doesn't match the listing, start with the order's dispute or returns process as soon as possible. Open the order from My Orders, look for Open Dispute or Returns & Refunds, choose the remedy that matches the problem, and upload clear evidence.

The button name and deadline can vary by order, delivery status, market, and account. Don't rely on old advice that every AliExpress dispute must be filed within 15 days or 60 days. Use the deadline shown on your order and preserve any separate deadline set by your payment provider.

If you don't recognize the charge at all, treat it as an unauthorized transaction. Contact your card issuer, bank, or PayPal immediately instead of presenting it as a normal product dispute.

Which refund process applies?

There are three different routes, and they don't have identical rules:

AliExpress's Buyer Protection information says its program is separate from mandatory consumer rights that may apply in the buyer's country. A marketplace decision isn't the same thing as a legal determination, and a platform refund isn't the same thing as a chargeback.

For most ordinary order problems, begin with AliExpress. However, don't let that process make you miss a credit-card or PayPal deadline.

Before opening an AliExpress dispute

Collect the key information before you submit the claim:

Keep the original packaging until the case is finished. Save unedited photos and videos, even if you also add annotations or arrows to make the problem easier to see.

Check the order's protection countdown before contacting the seller. If the item hasn't arrived, don't confirm receipt merely because the seller asks. Contacting the seller may help, but it generally doesn't extend the dispute deadline unless AliExpress confirms an extension.

How to open an AliExpress dispute

1. Review the order status and deadline

Sign in through the AliExpress app or website and open My Orders. Select the relevant order and record:

If the parcel is still moving, compare the tracking history with the expected delivery period. If the deadline is close, don't wait for another seller promise. File the dispute or contact AliExpress support through the order while you still can.

2. Contact the seller through AliExpress

Send one clear message describing the problem and the remedy you want. Keep the conversation inside AliExpress so it remains part of the order record.

For example:

The order was marked delivered on [date], but I did not receive it. The carrier history shows [specific result]. I request a full refund through the AliExpress order process.

You don't have to accept an informal promise to refund you later. Don't close a dispute just because the seller says a replacement or refund is coming.

3. Select the dispute option

From the order page, select Open Dispute, Returns & Refunds, or the equivalent option shown for that order.

The form may offer choices such as:

Choose the reason that accurately describes what happened. If one item in a multi-item order is missing, identify that item and request the amount that corresponds to the actual loss. Don't label an authorized purchase as fraud or claim that an item was never delivered if it was delivered but defective.

4. Explain the problem with specific facts

A useful explanation answers four questions:

  1. What did the listing promise?
  2. What actually happened?
  3. What evidence proves the difference?
  4. What resolution are you requesting?

Avoid long arguments and unsupported accusations. A factual description is stronger than simply writing “scam” or “fake.”

For example:

The listing shows a blue, 128 GB device. The package contains a black, 64 GB model. The order label and device specifications are visible in the attached photos. I request a full refund because the item is materially different from the listing.

5. Upload the evidence

Attach the clearest evidence first. If the platform limits file size or type, use readable still images and add a short video if the form accepts it.

Match the evidence to the problem:

A claim that an item is counterfeit is easier to evaluate when you show the specific mismatch. If you can't prove counterfeiting, describe the factual concern instead, such as an invalid serial number, different logo, incorrect material, or failure to match the advertised specifications.

6. Submit before the displayed deadline

Review the requested amount, reason, and attachments, then submit the dispute. Save a screenshot of the confirmation and case number.

Don't open several duplicate disputes for the same order. Duplicate submissions can make the record harder to follow. If the button is unavailable or the case will not submit, capture the error and contact AliExpress support with the order number and deadline.

7. Monitor the case and respond to proposals

Check the dispute page for seller responses, requests for more information, return instructions, and platform decisions. Response periods can differ, so follow the countdown shown in the case rather than assuming the seller always has five days.

A seller may offer a partial refund, replacement, or return. Accept only an offer that actually resolves the problem. If you want a full refund and the proposed amount is inadequate, reject or counter the offer through the case system and explain why.

If the platform requests a return, follow the case's instructions exactly. Keep the postal receipt and tracking number. Don't send the item to an address supplied only in an informal message unless the official case instructions tell you to do so.

8. Appeal an unfavorable decision

If AliExpress rejects the claim, look for an Appeal, Request review, or additional-evidence option in the case. Submit the appeal before its displayed deadline.

Address the stated reason for rejection directly:

A support agent can explain a missing button or stalled case, but support cannot guarantee a refund. Keep the conversation factual and include the order and dispute IDs in every request.

How to build evidence for common AliExpress problems

Problem Useful evidence Important limitation
The order never arrived Full tracking history, carrier status, delivery estimate, and seller messages A tracking scan marked “delivered” may require additional proof that the scan is inaccurate
The wrong item arrived Item photos, shipping label, order details, and listing screenshots Identify the exact difference rather than relying on a general complaint
The item is damaged Photos of the unopened package, packaging, shipping label, and damage Photograph the condition before repairing or discarding anything
The product is materially different Listing specifications beside photos or measurements of the product received A minor preference or change of mind may not be treated like a description error
Parts or quantity are missing Packing slip, package contents, product listing, and photos of everything received Request a partial refund only when the evidence supports the amount
The product may be counterfeit Authenticity claims, serial-number checks, expert or manufacturer information, and clear comparison photos State what you can show; don't make unsupported legal accusations

AliExpress deadlines are not the same as payment deadlines

AliExpress does not provide one universal deadline that safely applies to every order. The order page and Buyer Protection terms control the platform process for that transaction. A seller's estimated delivery date, an old blog post, or a message from another buyer isn't a substitute for the deadline shown in your case.

If the AliExpress deadline has passed, contact support with the order ID and evidence. A late review may be possible in some circumstances, but it isn't guaranteed. The platform deadline also doesn't automatically extend the deadline for your card issuer or PayPal.

If you paid by U.S. credit card

For a qualifying credit-card billing error, the FTC says you should send a written dispute so the issuer receives it within 60 days after the first statement containing the error was sent. The FTC's guidance on using credit cards and disputing charges recommends sending the letter to the billing-inquiries address on your statement, not merely relying on a phone call.

Include:

Keep a copy of the letter and proof that the issuer received it. The FTC says the issuer generally must acknowledge the dispute in writing within 30 days unless it resolves the issue sooner, and must resolve it within two billing cycles, no more than 90 days, after receiving the dispute.

Pay the undisputed portion of your bill on time. Under the FTC-described process, you generally don't have to pay the disputed amount or related finance charges while the issuer investigates, but follow the issuer's instructions carefully. The FTC also notes that some issuers may extend the deadline when shipment is delayed; don't rely on an extension without confirming it.

The FTC's guidance on items you were billed for but never received is also useful for a non-delivery claim.

If you paid with PayPal

PayPal applies its own Buyer Protection rules. PayPal's U.S. Purchase Protection terms state that a dispute must be opened within 30 days of delivery or fulfillment, or within 180 days of the payment, whichever is sooner, subject to the transaction's eligibility rules.

Open the issue in PayPal's Resolution Center and escalate it to a claim if the seller doesn't resolve it. PayPal's terms also say that you can't pursue a PayPal claim at the same time as a claim with your card issuer or another available claim for the same transaction, and you can't receive a double recovery. Decide which route to use and disclose any AliExpress refund or decision.

If you paid with a debit card

A debit card isn't governed by the same federal credit-card billing-error procedure described above. Contact the bank or card issuer promptly, ask which dispute process applies, and keep paying other obligations as required by your account terms. Deadlines and protections can depend on the transaction type, network, and account agreement.

If the transaction was unauthorized, use the issuer's fraud or unauthorized-transaction process immediately. That's different from disputing a purchase you made but didn't receive or found to be defective.

What to do if the refund is approved but hasn't arrived

An AliExpress decision saying “refund approved” doesn't always mean the money has already appeared in your account. Save the decision, refund amount, date, and any reference number.

Then:

  1. Check the original payment account and recent statements.
  2. Ask AliExpress support whether the refund was actually issued and request the payment reference.
  3. Give that reference to your card issuer, bank, or PayPal if the credit is not visible.
  4. Keep records of every contact until the refund is posted.

AliExpress says some buyers may be offered a fast refund-bonus or a refund to the original payment method, subject to conditions. Read the option shown in your account before choosing it; don't assume a platform bonus has the same terms as a cash refund to your card.

Mistakes that can weaken an AliExpress claim

Frequently asked questions

Can I dispute an AliExpress order after 60 days?

Possibly, but 60 days is not a universal AliExpress deadline. Check the order's current case option and contact support if the button has disappeared. A separate credit-card or PayPal deadline may still apply, and those deadlines can run from the statement or payment date rather than the AliExpress order date.

What happens if the seller doesn't respond?

Submit the dispute before the displayed deadline and monitor the case. AliExpress may move the case to platform review under its own rules, but a seller's silence doesn't guarantee a full refund. Provide the evidence the case requests and use the appeal or support option if available.

Can tracking say “delivered” and still support a refund?

A delivered scan can make a non-receipt claim more difficult, but it isn't the end of the explanation. Check the address, delivery photo, carrier details, and whether the parcel was delivered to the wrong location. Upload any carrier investigation or written confirmation that supports your account.

Should I charge back while an AliExpress dispute is open?

Don't pursue simultaneous claims or a double refund. First check your card or PayPal deadline, because trying AliExpress doesn't automatically extend it. If you need to escalate, tell the payment provider that an AliExpress case is open or explain its outcome and provide the case records.

Open the AliExpress order now, capture the protection countdown, and submit a factual claim with the strongest evidence before that deadline. If the payment was by U.S. credit card and the first statement showing the problem is nearing 60 days, contact the issuer immediately as well.