AliExpress Dispute: Your Refund Guide

AliExpress is a fantastic platform for finding unique and affordable items from around the world. However, sometimes things don’t go quite as planned.

Whether your package never arrived, the item isn’t what you expected, or it’s damaged, knowing how to navigate the AliExpress dispute process is essential.

Don’t worry, with a little preparation and knowledge you can successfully resolve the issue and get your money back.


Aliexpress Buyer

Navigating an AliExpress dispute can seem daunting, but understanding the process is the first step towards a successful resolution.

Let us break it down step-by-step:

When to Open an AliExpress Dispute

Timing is crucial in the AliExpress dispute process. Opening a dispute too hastily can disrupt negotiations with the seller, but waiting too long can result in losing your right to a refund. Here’s a detailed breakdown of when and why to officially file a dispute:

Product Not Received

  • Tracking Woes: The estimated delivery time has passed, and either the tracking information shows no movement or indicates the package is lost.
  • Buyer Protection Expiration: The Buyer Protection period (viewable on your order details) is about to expire, and you still haven’t received your item. It’s critical to act before the protection expires.

Item Significantly Different from Description

  • Major Discrepancy: The product you received greatly differs from what was advertised on the listing. This could include:
    • Wrong item sent entirely
    • Inferior materials or shoddy construction
    • Key features or functionality missing
  • Unacceptable Quality: The item is so poorly made or defective that it’s not fit for its intended purpose.

Damaged Goods

  • Damage during Shipment: The item arrived broken, cracked, or with parts malfunctioning due to mishandling during the shipping process.
  • Pre-Existing Damage: The item appears to have had defects before it was even shipped, despite the listing claiming otherwise.

Before Filing a Dispute

It’s always wise to try and resolve the issue directly with the seller first. Send them a polite message with evidence, outlining the problem.

Reputable sellers may offer a replacement, partial refund, or other solutions. However, if they are unresponsive or refuse to cooperate, it’s time to escalate the matter with a formal dispute.

Don’t hesitate to protect your rights as a buyer. If a reasonable solution can’t be reached with the seller, AliExpress provides a system to help you obtain a fair resolution.

How to Initiate a Dispute


While no one wants to go through a dispute, the AliExpress system tries to make the process as straightforward as possible.

Here’s what you need to do:

Step 1: Access Your Orders


  • Log into your AliExpress account.
  • Navigate to “My Orders”.
  • Find the specific order you’re having an issue with.

Step 2: Locate the “Open Dispute” Button


  • Next to the relevant order, you should see a button labeled “Open Dispute”. Click on this button to begin the process.

Step 3: Select Your Refund Option


  • “Refund Only”: Select this option if you never received the product and want a full refund.
  • “Return Goods and Refund”: Choose this if you received the item, but it’s damaged, defective, or not as described, and you’re willing to ship it back for a refund.

Step 4: Dispute Details


  • Reason for Dispute: From a dropdown menu, select the most accurate reason for your dispute (e.g., “Item not as described,” “Product not received”).
  • Refund Amount: Enter the amount you wish to be refunded. You can request a full or partial refund.
  • Evidence: Upload clear and compelling photos or videos that support your claim. This is crucial!
  • Explanation: Provide a concise explanation of the problem and why you believe you are entitled to a refund.

Step 5: Submit Your Dispute

  • Double-check all your information for accuracy.
  • Click the “Submit” button to officially file your dispute.

Important Points:

  • You have a limited timeframe to open a dispute after the Buyer Protection period ends, so don’t delay.
  • The stronger your evidence, the better your chances for a favorable outcome.
  • AliExpress will notify the seller about the dispute, initiating the negotiation process.



In an AliExpress dispute, the burden of proof lies on you, the buyer. Strong evidence will greatly increase your chances of winning your case and getting your money back. Here’s how to gather the most compelling documentation:

Documenting Product Issues

  • Clear visuals: Take high-quality photos or videos that clearly showcase the problems with the item.
  • Side-by-Side Comparisons: If the item is different from the listing, compare your photos to the original product images for a powerful visual contrast.
  • Highlight Defects: Zoom in to show flaws in materials, broken parts, or poor craftsmanship.
  • Demonstrate Malfunction: If the item doesn’t work as intended, record a video demonstrating the issue.

Evidence for Non-Delivery

  • Tracking Evidence: Take screenshots of your order’s tracking history demonstrating a lack of delivery updates or the package being stuck in transit for an unreasonable amount of time.
  • Communication with the Seller: Save screenshots of any messages where the seller is unable to provide updated tracking information or confirms non-delivery.
  • Delivery Attempt Proof: If the tracking inaccurately indicates a delivery attempt, make sure you have evidence of this not being the case (security camera footage, being home at the alleged delivery time, etc.).

Additional Tips

  • Order Details: Include a screenshot of your order confirmation showing the item description, price, and the promised delivery timeframe.
  • Communication Logs: Save all your communications with the seller, as this can demonstrate your attempts to resolve the issue amicably before resorting to a dispute.

Think like an investigator! Collect all relevant documentation that undeniably supports your claim. The more thorough your evidence, the smoother your AliExpress dispute process will be.



Once you initiate a dispute, AliExpress opens a communication channel for you and the seller to try and reach a solution. Successful negotiation can lead to a faster and less stressful resolution.

Tips for Effective Communication

  • Stay Professional: Even if you’re frustrated, maintain a calm and professional tone in all your communications. Focus on the facts of the issue.
  • Clarity and Conciseness: Clearly state the problem and your proposed solution (full refund, partial refund, replacement, etc.) Avoid long, emotional messages.
  • Evidence-Based: Refer to your photos, videos, and other documentation to support your claims.
  • Open to Compromise: In some cases, a partial refund or accepting a replacement item might be a reasonable solution to avoid a lengthy dispute process.

When to Escalate the Dispute

Sometimes, negotiations with the seller stall or reach an impasse. Don’t hesitate to escalate the dispute if:

  • Deadlock: The seller refuses to budge from an unreasonable position.
  • Unfair Settlement Offers: The seller offers a refund amount significantly lower than what you feel is justified.
  • Unresponsive Seller: The seller stops communicating or ignores your messages.

How Escalation Works:

  • If you can’t reach an agreement, you can escalate the dispute after a set time.
  • AliExpress will then step in to review the evidence and make a judgment on the case.

Document everything! Save screenshots of your conversations with the seller in case you need to provide them to AliExpress during the escalation process.


While AliExpress aims for fair resolutions, sometimes the initial dispute outcome might not be in your favor. The good news is, you usually have the option to appeal the decision. Here’s a guide on when and how to do it:

When Can You Appeal?

  • Unsatisfactory Resolution: The partial or full refund amount granted is significantly less than you believe is fair.
  • Evidence Overlooked: You have new evidence that wasn’t considered in the original decision, which could change the outcome.
  • Unfair Ruling: You strongly disagree with AliExpress’ reasoning behind their judgment.

The Appeal Process

  1. Locate the Appeal Option: Go to your “My Orders” section and find the disputed order. There should be an “Appeal” button or a link to file an appeal next to the dispute details.
  2. Provide New or Supplemental Evidence: This is the most crucial part. If you have additional photos, videos, or documentation relevant to the dispute, upload them now.
  3. State Your Case: Explain clearly and concisely why you believe the original decision was incorrect. Outline how your new evidence changes the situation.
  4. Wait for Review: AliExpress will re-examine your case, taking the new information into account. This process can take a few days.

Important Notes:

  • Time Limits: Appeals usually have a deadline, so don’t delay. Check the specific timeframe for your case.
  • Finality: In most cases, the decision made after an appeal is considered final.

Additional Tips

  • Contact Customer Service: If you’re unsure of anything regarding the appeal process, reach out to AliExpress customer service for clarification.
  • Be Persistent: If you firmly believe you are in the right, don’t be afraid to appeal. Persistence, while maintaining professionalism, can sometimes result in a more favorable outcome.

The AliExpress appeal process gives you another chance to present your case. Make the most of it with solid evidence and clear reasoning to increase your chances of getting the fair refund you deserve.


Sometimes, after opening an AliExpress dispute, you might reach a resolution directly with the seller outside of the formal dispute process.

In such cases, it’s important to cancel the dispute to ensure the smooth release of your refund or to avoid any penalties. Let’s look at how to do this:

When to Cancel a Dispute

  • Agreement Reached: You and the seller have agreed on a solution, whether it’s a full refund, partial refund, or a replacement product being shipped.
  • No Longer Necessary: Perhaps you eventually received the item, it wasn’t as bad as you thought, or you resolved the issue yourself.

How to Cancel the Dispute

  1. Locate the Dispute: Go to your “My Orders” section on AliExpress and find the order in question.
  2. View Dispute Details: Click on the dispute to open the details page.
  3. “Cancel Dispute” Button: You should see a clearly marked button to “Cancel Dispute.”
  4. Confirmation: AliExpress will typically ask you to confirm your decision to cancel. Click “Submit” to finalize the process.

Important Considerations:

  • Buyer Protection Expiration: Canceling a dispute may result in the Buyer Protection period ending. Ensure the issue is truly resolved before canceling. Sometimes it’s wise to wait for the refund or replacement product to arrive before closing the dispute.
  • No Second Chances: Once a dispute is canceled, it usually cannot be reopened. Be absolutely certain you want to proceed.

Extra Tip: If you’re unsure about canceling the dispute, try contacting AliExpress customer service first to discuss your specific situation.

Canceling a dispute on AliExpress is simple but should only be done when you’re confident that the problem has been resolved to your satisfaction.


Dealing with a product issue on AliExpress can be incredibly frustrating. The good news is that the dispute process is in place to protect buyers like you. Here’s a comprehensive guide on how to increase your chances of a successful resolution:

Step 1 – Preparation is Key

  • Understand Buyer Protection: Familiarize yourself with AliExpress’s Buyer Protection policy. This outlines the situations where you’re entitled to a refund.
  • Gather Strong Evidence: The most important factor! Take clear photos and videos that clearly demonstrate the issue with the product (damage, defects, major discrepancies from the listing). Include screenshots of tracking, order details, and communication with the seller.

Step 2 – Initiate the Dispute

  • “Open Dispute” Button: Find this next to the problematic order in your “My Orders” section.
  • Choose Refund Options: Select “Refund Only” (if you never received the item) or “Return Goods and Refund” (if you’re willing to ship back a problem item).
  • State Your Case: Accurately choose the reason for the dispute, present your evidence in an organized manner, and clearly outline your desired refund amount.

Step 3 – Negotiate Strategically

  • Professional and Focused: Remain calm and focus on the facts, even if you’re upset.
  • Reference Evidence: Directly cite your photos/videos when explaining the issue.
  • Reasonable Expectations: Be open to compromise, such as a partial refund or replacement if it’s a fair solution.
  • Know When to Escalate: If the seller is unresponsive or unreasonable, don’t hesitate to escalate the dispute so AliExpress can mediate.

Additional Tips

  • Document EVERYTHING: Save screenshots of conversations with the seller in case you need them for escalation.
  • Know Your Rights: Research consumer protection laws in your area that may be applicable.
  • Consider Chargebacks: In extreme cases where the dispute process fails, explore filing a chargeback with your credit card company.

A well-prepared case with solid evidence and clear communication significantly increases your chances of winning an AliExpress dispute. Don’t be afraid to stand up for your rights as a buyer!


While the dispute process is there for your protection, a few key strategies can increase your chances of a smooth and successful resolution:

Understanding Your Rights as a Buyer

  • AliExpress Buyer Protection: Familiarize yourself with AliExpress’s Buyer Protection policies. These outline the circumstances in which you are entitled to a refund or a resolution. You can find this information on the AliExpress website.
  • Local Consumer Laws: Research any local consumer protection laws that may apply to your situation. These might provide additional leverage in your dispute.

When to Consider Chargebacks

  • Limitations of AliExpress Disputes: If the AliExpress dispute process fails to provide a satisfactory outcome, you may have the option to file a chargeback with your credit card company or payment provider.
  • How Chargebacks Work: Contact your bank or payment provider to explain the situation. They may be able to reverse the charges if you have a valid claim.
  • Important Note: Chargebacks have their own set of rules and time limitations, so it’s crucial to act promptly if you plan to pursue this route.

Before You Go

Don’t hesitate to utilize the AliExpress dispute system if you encounter product issues. As a buyer, you have the right to receive the goods you paid for in the condition they were advertised.

With persistence and a well-presented case, you can successfully resolve your dispute and get your money back.

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