Shopping on AliExpress can be wonderful for price and variety, but when something goes wrong, it's important to know how to react. Managing a dispute with a head and in a timely manner makes the difference between getting your money back or being left with a problem.
In this guide, you'll find a clear process, practical tips, and key deadlines to ensure you don't get caught short. Everything you should do (and what you should avoid), from speaking with the seller to escalating the claim and winning with compelling evidence.
What is a dispute on AliExpress?
A dispute is the official mechanism for resolving disagreements between buyers and sellers within the platform. It is useful when the product does not arrive, arrives in poor condition, does not match the description or there are payment problems.First, an agreement is attempted between the parties, and if there is no agreement, the AliExpress disputes team intervenes.
The process always begins with your order and can end with a full or partial refund, or a replacement. If the seller does not respond within the deadline, the platform may automatically rule in your favor., so keep an eye on the timing and always respond within the indicated windows.
It's important to understand the timing: there's an initial negotiation phase, and if things don't move forward within a few days, you can request AliExpress to mediate. Mediation is based on evidence: photos, videos, screenshots and messagesThe clearer and more objective you present it, the more options you'll have.
When is it appropriate to open a dispute?
You can open it for many reasons, but it's best to send a polite message to the seller first. If there is no response or you cannot reach a reasonable agreement, open a dispute without delay.These are the most common assumptions:
- You do not receive the product within the estimated timeframe (standard shipping 15–45 days; ePacket 12–20; premium 8–15).
- The package appears to have been delivered but not to your address, or the carrier returned it to the seller without notifying you.
- Items that are damaged, defective, or of lower quality than advertised.
- The item does not match the listing: different model, color, specifications or features.
- Missing parts or accessories; this helps to record the unpacking.
- They sent you the wrong product, clearly different from what you ordered.
- Payment issues: double or incorrect charges due to technical issues.
- Others: no tracking, tracking pointing to another country, or package held in customs.
There are time constraints that influence the opening of the dispute: sometimes the "Open Dispute" button takes a while to activate. It is usually enabled after 11 days from the order or shipment, so if it doesn't appear, give it a short time or confirm the shipping status.
In addition to the overall protection period (normally 60 days), There is a 15-day period from delivery to request mediation if there is no amicable agreement.Don't rush it: the sooner you make your move with evidence, the better.
Steps to open and manage your dispute
The basic flow is simple, but it pays to execute it precisely. Follow this path and document everything from minute one.:
- Log in and go to “My Orders” → “All Orders” → “View Details” of the problematic order.
- Try "Contact Seller" first for an amicable solution. If you can't reach an agreement, click "Open Dispute."
- Choose your resolution: "Refund only" or "Product return + refund."
- Complete the form: reason, amount to be reimbursed, concise explanation, and upload evidence (photos/video).
Regarding the choice of resolution, the most practical advice is clear: If you can, opt for "Refund Only"Returns to China can be expensive and a headache due to paperwork, customs, and time.
Once the dispute is submitted, the negotiation begins. The seller has a limited window to respond (often 2–7 days; in practice a maximum of 5 is usually considered)If you don't respond, the case may be automatically resolved in your favor.
In the global dispute phase, the platform typically sets a period of up to 15 days for the buyer and seller to negotiate. If you don't make progress or the seller backs out, you can escalate to "Complaint" starting on day 3., so that AliExpress can take action and assess the evidence.
You can also modify your dispute during the process to add information or clarify the request. If you reach an agreement directly, you can cancel it., but beware: if you cancel and the protection expires without reopening, the payment may be released to the seller.
When AliExpress intervenes, it usually issues a resolution within 7–15 days, although In complex cases, it can take up to about a month for a final decision.After winning, the refund arrives in your payment method within 3–20 business days; often around 10.
Tests that really make a difference
The strength of your case is in the evidence. Upload clear and relevant evidence with the "Upload Evidence" button. and leave aside the accessory:
- Clear photos of defects, damage, size/model labels, and packaging.
- Short, demonstrative videos (the platform allows files up to 2 GB). For example, if a flashlight doesn't turn on, show it in a video; a photo of it being off proves nothing.
- Screenshots of the product sheet with specifications, and of the conversation with the seller.
- Key data at hand: order number, dates, tracking status, and discrepancies.
Write the explanation directly. Get to the point and focus on the main and most obvious flaw.The more obvious and verifiable something is, the easier it is to be proven right; avoid getting lost in distracting details.
Language and tone matter. If you can manage, write in English; reduce potential misunderstandings in machine translation. Maintain a professional and polite demeanor: sellers are more cooperative if they are respected.
Speed also counts. Respond within the timeframes indicated in the dispute (usually 2–7 days)If you fall asleep, the platform may fail on the other side due to silence.
Golden tip: always record the unboxing from the moment you break the seal. This video saves you from many disputes over missing parts, shipping damage, or wrong items.It is the ultimate test of excuses.
Refunds, returns and shipping costs
When you choose "Refund Only," you request a full or partial refund without sending anything back. If you choose "Return + Refund", you will need to return the item to the seller. and the refund will be complete if the platform approves it.
Who pays for return shipping? It depends. If the item has "Free Return" (an icon appears on the tab), you do not pay for that return.Otherwise, it's usually your responsibility unless the seller explicitly assumes the costs in the dispute itself.
To return, use the label and instructions provided by the platform. In Spain it is common to manage returns with Correos or Correos Express.If you're assigned to CTT Express or another company, check their drop-off points so you don't have to go around in circles.
After accepting a return, the buyer has a period of time to prove the shipment. You usually have 10 days to add the tracking number to the dispute.If you don't, the case may be closed with a €0 refund.
Payment deadlines: once the seller receives and confirms, or AliExpress rules in your favor, The money is returned to the payment method within 3–20 business daysIn many cases, you'll see the "refund issued" message in your dashboard before it actually hits your account.
Be careful with promises about return shipping. If a seller tells you via chat that they will pay for return shipping, include this in your dispute. or as a condition of the resolution. If it's not reflected in the case, it's difficult to get that expense reimbursed later.
A real-life example illustrates this point: a buyer returned the wrong pair of sneakers after agreeing via text that the seller would pay $40 for shipping. Received a refund for the product but not for the shipping, and only after insisting support granted $20What is not included in the dispute easily evaporates.
If you can't open the dispute: reasons and solutions
There are situations where the "Open Dispute" button does not appear or gives an error. Before you despair, check these points:
- Not yet activated: The button typically becomes active 11 days after order/shipment.
- The order is still in transit with the status "shipped"; sometimes it asks you to wait 10 days after shipment.
- The protection period has expired (usually 60 days); if you miss it, the system blocks the opening.
- You're uploading unsupported or very large files; adjust the format and size.
- Technical issues with the browser or app; try a different browser, clear your cache, or use the app.
- Errors in the form data; please review the order number and description.
- Temporary account suspension due to a violation; contact support if you suspect this.
If the dispute has been cancelled and you want to reopen it, there are nuances. You can reopen if you did not accept the resolution, the protection is still active and the administration did not close it in favor of the seller.. Provide new evidence and explain what has changed.
Key deadlines to keep in mind
To handle everything sensibly, it's a good idea to have a little cheat sheet of times. These are the milestones that are most repeated in the disputes:
- Activation of the “Open Dispute” button: This usually appears after about 11 days.
- Buyer Protection: Typically 60 days from payment.
- Initial negotiation: window of up to 15 days between buyer and seller.
- Escalate to a claim: possible after 3 days if there is no progress.
- Response to messages within the dispute: short deadlines, often 2–7 days (frequently 5).
- If you agree to a return: 10 days to upload tracking; without tracking, €0.
- AliExpress decision: typically within 7–15 days; complex cases, up to ~1 month.
- Refund payment: 3 to 20 business days after resolution.
Controlling these times avoids unpleasantness. Set reminders and check Refunds and Disputes regularly. within “My Orders” so as not to accidentally let anything expire.
Practical tips to increase your chances of success
There are habits that prevent problems and win disputes when necessary. Spend an extra minute before you buy and you'll save yourself weeks of hassle.:
- Avoid sellers with a high ratio of negative to positive reviews.
- Read the description carefully; don't just read the title or the eye-catching photos.
- Ask the seller if any key information is missing; it's best to resolve any questions before paying.
- Save screenshots of the listing and chat; some sellers change descriptions afterward.
- Record the unpacking of all orders: it's your insurance against missing parts or damage.
If there are inconsistencies between size options/variants and the description, please proceed with caution. A size marked as 0–3 months that appears on the card as 80–90–100 cm This may lead to the platform considering that you were sent the “correct” variant according to the listing and rejecting the refund.
Check the tracking with official tools. If your number is NLXXXXXXXXX** (Correos), check it at correos.esIf the trace says "delivered" to another province or to another person, that's strong evidence to win.
When you open the dispute, don't get distracted by asking for a thousand things. If feasible, request "Refund Only" and quantify the amount well.. Only ask for a replacement if it's worth your time and the product is worth it.
And a note of etiquette: be firm but correct. Moderators read the thread and also evaluate the behavior of both parties.A professional and orderly tone adds points.
How to contact AliExpress if you need help
In addition to dispute resolution, you have several support channels to resolve issues or resolve questions. Use them especially if you see technical errors or blockages in the process.:
- Help Center and Web Form: From "Customer Service" on the web or app or to contact AliExpress.
- 24/7 online chat: immediate response for common cases.
- Support email: AEbuyerservice@aliexpress.com for detailed inquiries.
- Social networks: official profiles on Twitter, Facebook, and Instagram.
- AliExpress WhatsApp: + 86 571 8656 3839.
- Physical store in Madrid: telephone 618 97 23 38 (it is not a dispute channel, but it can provide guidance).
When you write to them, go with everything prepared: order number, brief explanation and links/screenshotsThe clearer and more structured you are, the faster they will help you.
Manage it from the mobile app
If you do it from your mobile, the path is very similar: "My account" → "My orders" → order → "Open dispute." The app allows you to upload photos and videos directly from the gallery and check “Refunds and Disputes” to see the status, counteroffers, and response times.
You'll receive push notifications when the seller responds or the platform makes a decision. Don't ignore them: each warning usually has a time limit for action. and letting it go can affect the outcome.
Finally, remember that after each dispute you can evaluate the process. The "Dispute Survey" becomes available upon closing the case.; your feedback helps the system improve.
With all this, you now have a clear roadmap: open a dispute when appropriate, provide solid evidence, keep deadlines to a minimum, and negotiate wisely. If something gets stuck, escalate it to a claim after the third day and let AliExpress decide.In most well-argued scenarios, you'll get your money back without any drama.
