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How to open a dispute on Aliexpress in the application. Opening and maintaining a dispute in the Aliexspress mobile application. A refund

In this article we will find out how to correctly open a dispute in mobile application Aliexpress, and also how to operate it correctly.

Those who buy something for the first time Aliexpress, are always afraid of deception or a trick. In fact, you shouldn’t be afraid of this, because all purchases have reliable protection and if problems arise with the product, you can always get your money back. So, if the goods arrive in poor quality or get lost on the way, you can always open a dispute. Let's figure out how this can be done through a mobile application Aliexpress .

How to open a dispute through the Aliexpress mobile application?

  • Click on the three bars in the top left to open the application menu

  • From the available options, select "My orders"
  • After that, click on the name of the product you are interested in to open a window with order details

  • Here, there are several different buttons, the transaction protection timer is displayed, and so on, but among all this we click "Open dispute"

  • Now a window will open where you need to choose whether you received the goods or not. This is due to the fact that in each case there are individual reasons, so it was decided to separate them

Let's talk to you about both situations in more detail, so that you understand how they differ and how to open a dispute in general.

How to open a dispute in the Aliexpress application if the goods have not been received?

  • So, we click on the button that we have not received the goods and a form opens for filling out. This is an application for a dispute.

  • First decide on the reason. They may differ and sometimes even several suit one case, but you need to choose the one that is most suitable. You will need to describe the situation in more detail in a special window just below.

  • A special feature of the mobile application is that the developers have built into it a special translator, which allows you to write in Russian. Just don’t write too complex sentences, since there will be a person sitting on the other side of the screen who will definitely translate your text to understand what exactly you want from him.
  • Since we did not receive the goods, we need to ask for a full refund. It is here and selected by default, you only need to write the purchase amount in full in numbers.
  • Be sure to provide proof that the item was not received. This could be a tracking screenshot. If you talked with the seller about some important details, for example, that he does not want to return the money, is delaying the shipment, and so on, although he has already confirmed it in the system. All this will help you win the argument and is indisputable evidence that you are right.
  • When you finish filling out all the required fields, click on the button "Open dispute" and the application will be sent.

How to open a dispute in the Aliexpress mobile application if the goods have been received?

  • Just like in the previous case, you first need to select the reason for opening a dispute on Aliexpress. Please note that they are already different and imply that the goods have actually been received.

  • Be sure to describe the situation in detail, what exactly is wrong with your product, and also add evidence. Generally, when you receive goods from Aliexpress, then it is better to film the unpacking process, as this is the best and indisputable proof that you are right. If you haven’t made a video, then provide a photo, for example, of how your clothes fit or that your new smartphone has external defects.

After this, you need to decide how you want to return the money. On this moment Several methods are available:

  • Full refund with shipping of goods to China to the seller
  • Partial refund with goods sent back to China

  • Full refund without sending the goods
  • Partial refund without sending the goods

If you have chosen a partial refund, be sure to indicate how much you are asking for a refund. As a rule, sellers agree to an amount of up to 50% of the cost of the goods.

  • When all the lines are filled in, click on the button "Open dispute".

How to dispute in the Aliexpress mobile application?

In addition, if you realize that you will not be able to reach an agreement with the seller, then you can escalate the dispute yourself. This can be done three days after opening a dispute.

There are also situations when the seller does not react at all to an open dispute. In that case, just wait. If after 5 days no proposals are received from him, the dispute will be closed in your favor.

In fact, the seller will offer you his own way to resolve the issue. Dishonest sellers often offer zero returns. Pay attention to this. Your task is to either agree to the seller’s terms or reject them if they do not suit you.

If the seller accepts your terms, the return process will be launched, otherwise you can escalate the dispute or wait until this happens on your own.

How to escalate a dispute in the Aliexpress mobile application?

So if you can't find mutual language with the seller with Aliexpress, then open the dispute details in the application and click on the button "Aggravate the dispute". Confirm your decision and the application will be sent for consideration to the mediators of the site.

Once they have addressed your issue, they may require additional information from both you and the seller. Therefore, be sure to monitor the actions in the dispute, as you risk being left with nothing.

For communication with mediators, it is provided special button "Answer". Click on it and write everything you need, and also download additional files, if required.

How and where will the money be returned after a dispute on Aliexpress?

If you win the dispute, you will get your money back. On Aliexpress The return speed is usually fast and it depends on how the order was paid. As a rule, buyers receive their money back within a week, and the maximum period is 15 days.

It is worth considering that the money is always credited to the account from which the payment was made, so it will not be possible to change it. The only thing that can confuse buyers is where will the money come if the payment was made in cash? Everything is simple here - you don’t need to go anywhere and write any papers for a return. In this case, the money is returned to the account mobile phone, with which an SMS was received to pay for the goods.

Video: How to dispute on AliExpress?

Content

Many Internet users are familiar with this foreign Internet site with inexpensive goods. A lower price encourages you to make a purchase, but sometimes sellers send the wrong product or it simply doesn’t arrive. Opening a dispute on Aliexpress will help you get a full or partial refund of the purchase amount.

When to open a dispute on Aliexpress

On Aliexpress, a dispute with a seller is a generally accepted format for clarification of relations if the supplier does not fulfill its obligations. This is direct communication, where you have the opportunity to express your grievances and provide evidence through a special form. Only you will participate in it, without third parties in the form of the site administration. You should open a dispute on Aliexpress if:

  • the goods have not arrived to you, and the end of the transaction is less than 2-3 days;
  • The package arrived, but the contents do not match the description on the website (wrong size, color).

If the goods are not received

On the trading platform, when purchasing, the delivery time for the goods to the buyer is usually indicated (the movement is often tracked by a tracker); it is often about 40 days. This is due to the fact that the warehouses are located in China, and the order has to travel a long way. It should be understood that parcels may be on the road almost until the end of protection. It is not recommended to open a dispute ahead of time; this should be done if there are only 24 hours left.

The order for residents of Russia indicates delivery within 2 months, but due to the peculiarities of Russian Post, you can request a full refund after 90 days. Sellers are familiar with the peculiarities of logistics and will not refund anything before this period. You can safely request an extension of time up to 3 months, only after 90 days you can start a dispute.

After receiving the goods

Sometimes a situation occurs when a purchase has reached you, but has not met your expectations. The Aliexpress administration ensures that all sellers fulfill their obligations in good faith and do not deceive buyers, therefore the description of the product on the website must correspond to reality. You have a reasonable right to argue for a refund with the seller for the following reasons:

  • defect, defect;
  • does not match the description;
  • fake;
  • mismatched item size (shoes, clothes);
  • damage;
  • low quality;
  • quantity mismatch (paid for 5, but received 2).

How to open a dispute on Aliexpress correctly

According to the rules of the service, you can open a dispute (dispute) 6 days after sending. In fact, the package does not go as much to the CIS countries. The deadlines for filing were described above: if the time is running out, you need to start a dispute. Instructions on how to open a dispute on Aliexpress:

  1. log in to your account;
  2. click the “My Aliexpress” tab;
  3. open the “My Orders” page with orders.

Here are all your purchases on AliExpress. The easiest way to open a dispute is from this window. Next to each product there are several options:

  • View Detalis – view order details, full information;
  • Confirm Order – confirm receipt;
  • Open Dispute – open a dispute.

Before opening a dispute on Aliexpress, make sure there are sufficient grounds for this. Click the appropriate button opposite the product. A standard form will open, in it you need to send:

  • reason for return;
  • type of compensation;
  • order details;
  • attach evidence.

It is not always clear to new users in what language to open a dispute on Aliexpress. The generally accepted option on the trading floor is English, and the dispute should be conducted in this language. To make a claim, you only need basic knowledge of the language; you can use an online translator. Some people do not open a dispute on Aliexpress for the reason that a couple of Russian characters slipped through the text (often the letter “s” or “o”) or the message exceeds the allowed number of characters.

What to write when opening a dispute on Aliexpress

Dialogue during a dispute is usually conducted in English, but sometimes the seller tries to write in Russian with the help of a translator. As a result, the sentences turn out awkward and sometimes lose their meaning, so it is better to use the generally accepted one. The form for filling out a dispute is simple - here are the main points that should be indicated:

  1. Opposite the line “Did you receive your goods?” (whether the goods were received) must be set to “Yes” or “No” (No).
  2. In the line “Please tell us your solution” you should assess the damage received. If the defect is minor or the discrepancy is only in color, then you can request a few dollars in compensation. When it is not possible to use the product, you should demand the full amount.
  3. The “Do you want to ship the goods back” option implies sending the goods back for replacement. Don't agree to it because you will waste a lot of time. It is much easier to win the dispute and get your money back. In addition, you will pay for return shipping.
  4. The “Please write your request detail” section provides the opportunity to write in more detail about the problem with the product, contact the seller (write everything in English).
  5. To attach evidence (photos, videos), you need to use the “Please Upload Attachments” item.

What evidence do you need to provide?

Every buyer who is looking for how to properly open a dispute on Aliexpress must understand that no one will take your word for it, you need to add evidence to the application. Photos or video materials can play this role. Always when opening an order from Aliexpress:

  • turn on the video camera on your phone (if you don’t have a regular one);
  • remove the box and the product from all sides;
  • inspect for defects, low-quality materials, and damage.

If you open a dispute and do not support it with evidence, in 99% of cases you will be denied payment. It is possible to open the parcel at the post office to check its condition. In case of damage, employees must draw up a report that would describe the condition of the order at the time of receipt, but no one uses this method. Don't forget to show the delivery address and other data from the box in the video.

Terms for consideration of consumer claims

After a dispute has been opened on Aliexpress, the seller is given 15 days to reach an agreement with you. A consensus must be reached that would suit both, otherwise the application will turn into a claim and will be sent to the site for consideration. The administration will study it from 7 days to 2 months. The process turns out to be lengthy, so it is better to negotiate with the seller and not waste time.

Sometimes they are in no hurry to respond to a dispute, you can wait 5 days, and if there is no communication from the supplier, you can escalate the request and change it to a claim. If your dispute is open, and the product has arrived and you are completely satisfied with its quality, it is better to close the return request and confirm receipt. Otherwise, you will receive a penalty to your buyer reputation on the site.

How many times can you open a dispute on Aliexpress?

Sometimes a situation arises when you need to know how to reopen a dispute on Aliexpress. This possibility exists, you have the right to do this the required number of times as long as the transaction is protected from the site. You can open a dispute even within 2 weeks after confirmation of receipt of the order. If you have accepted the seller’s terms and conditions regarding your complaint, then there is no longer an opportunity to file a complaint again. You will receive what was specified in your agreement.

Please note that if you frequently open disputes with different sellers and win them, your account may be blocked, especially if you were the only one who filed such claims. Each profile has a “buyer rating” parameter. You may get "bad karma" for frequent complaints, and other sellers will avoid doing business with you. This is a kind of protection from “problematic” or unscrupulous customers.

Video: what does it mean to open a dispute on Aliexpress

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They are afraid that they will be deceived. It is worth noting that every purchase is reliably protected and if problems arise, the administration will return your money. If the item you receive does not suit you or gets lost in transit, you can open a dispute. Let's figure out how to do this in a mobile application.

How to open a dispute in the Aliexpress mobile application?

According to the rules of the site, when the buyer makes payment for the order, the funds will be redirected to the seller only when the receipt of the goods is confirmed and you are satisfied with everything. Be sure to check the order protection period. Each seller has the opportunity to assign it themselves and usually this is 60-90 days. If during this time you have not received the goods, and the protection period has expired, then nothing can be done.

Remember that you can open a dispute 5 days after sending the order. That is, when the seller provides you with a tracking number. The deadline for opening a dispute is 15 days after the transaction is completed, so be careful and adhere to the deadline. So, let's figure out how to open a dispute.

  • Open the application menu (three bars at the top right)
  • Go to
  • Go to

  • Next select "Open dispute"

  • After the menu for opening a dispute appears, select whether the goods have been received

Choice - whether the goods have arrived

Let's look at the situations when the package was received and when the goods did not arrive.

Opening a dispute if the goods are not received

  • Here, out of several, you can choose only one reason, even if several suit your case. You can specify the rest in the field "Description of the problem".

  • A special feature of the Russian version of the application is that the description can be filled out in Russian. This is very convenient for those who do not know English and do not know how to use online translator.

  • The default option here is Full Refund. Accordingly, you should leave it, because you did not receive the purchase.
  • Additionally, you can upload videos and photos. But since you don’t have the parcels on hand, you don’t have to include them. Although, it is recommended to attach a tracking screenshot, which shows that the package has not been received.
  • After filling in all fields, select "Open dispute" and the debate will begin.

Opening a dispute when the goods are received

As in the previous option, a list of reasons why you are opening a dispute is displayed here. Also fill out the text field to describe the reason and attach evidence in the form of photos or videos.

  • Full refund and return of goods to the seller
  • Partial refund with sending the goods to the seller
  • Full refund without sending the goods to the seller

  • Partial refund without sending the goods

  • If you choose a partial refund, you must indicate next to it how much you are asking for a refund.
  • Once all claim fields have been completed, click below "Open dispute"
  • Now the dispute will begin. To view details, go to order details and click "There is a dispute going on":

How to dispute in the Aliexpress mobile application?

First of all, Aliexpress makes it possible to independently resolve the issue with the seller personally. His responsibility is to review the complaint and propose a solution within five days. If the seller ignores the claim, the dispute will be closed automatically and your money will be returned.

The timer at the top of the screen will notify you about the deadline for closing the dispute. After the seller answers you, there are two ways to resolve the conflict:

  • Agree with the seller’s offer and approve it
  • Reject the offer and escalate the dispute

How to escalate a dispute in the Aliexpress mobile application?

If you are unable to find a compromise with the seller, then in the details of the dispute, select "Aggravate the dispute". In this situation, the issue will be sent to the administration for consideration. Aliexpress and she will independently make a decision on the dispute.

As soon as the mediators begin to consider the problem, both parties will be asked to restate the essence of the conflict and provide evidence. This can be photos, screenshots or videos.

To communicate with the administration, press the button "Answer". If you win, your money will be refunded within a few days.

Video: How to open a dispute (dispute) on Aliexpress? How to win a dispute on Aliexpress?

You cannot open a dispute. Why did this opinion arise? The fact is that in older versions of the program this function actually did not exist. But the new one has it. So if you have not updated yet, there is no point in reading this article - update.

Well, now let’s go to the actual explanation of opening a dispute through the official program:

  1. So first we update;
  1. The application was updated, installed, and launched. And now you need to log in. That is, enter your data that we previously used to log in to the site trading platform;
  1. After we have logged in, we just go to “My Aliexpress”;
  1. Of all the items available here, we are only interested in one - “My orders”, which is where we go;
  1. Find the order for which you want to start proceedings with the seller. Open it;
  1. Now you will have all the information about this order, one might say, the product. Look for the “Open dispute” button. Well, click on it, of course;

  1. Now we will be asked several questions regarding whether you have the package in your hands and whether it works. In general, all those questions that exist in the event of opening a dispute through the site’s website.

In principle, this information should be enough for you. Even if you have never opened a dispute before, there is nothing complicated in this process. It will be much more difficult to prove your case during the proceedings. But judging by my experience, in most cases the administration acts on the side of the trading platform clients, not the sellers.

Surely, someone doesn’t know why there are buyers at all. There are times when a client remains dissatisfied with cooperation with a particular seller. The parcel may not arrive at all, or it may arrive, but it’s completely wrong. The buyer can open a dispute even if he received the item in the wrong color, and he will be absolutely right.

Return Money

So, we, as the buyer, turned out to be right, so the dispute was closed in our favor, and accordingly, we will get our money back. You will receive money in the same way you paid for the purchased products. If you paid using a card, the money will be credited to the card; if you paid via an e-wallet, the money will be returned to the e-wallet. Usually you don’t have to wait long for a refund, a maximum of two weeks. If the seller does not participate in the dispute in any way or prove anything, then the money will be returned to you even without any proceedings. Usually sellers do not go to prove their case if the seller has truly proven claims.

The dispute lasts no more than a week, it turns out that approximately after the dispute is closed you will need to wait seven days in order to return your hard-earned funds.

admin | May 19, 2017

In a previous article, I wrote how disputes on Aliexpress now work in general terms, and starting with this one, I will begin to describe each aspect of disputes on Aliexpress and, of course, I will start with instructions on how to open a dispute on Aliexpress. Since now it is possible to open a dispute either through a mob. device, tablet, and through a computer, then I will consider both options step by step.

Why open a dispute on Aliexpress?

Buyers open disputes for many reasons. From banal dissatisfaction with the appearance or quality of the goods, to the fact that it did not arrive at all, or something completely wrong arrived. The most common and common reasons I brought up the opening of the debate in the previous article. A dispute can also be opened in order to still be satisfied with the purchase by agreeing with the seller on some minor problems.

Preparing to open a dispute on Aliexpress

Before opening a dispute, you need to prepare a little, carefully examine the product or its description in order to know exactly what you will indicate in the dispute, also prepare any of the available online translators if you do not know English. It is also advisable to prepare a photo if the goods are damaged or tracking screenshots if the goods have not arrived.

How to properly open a dispute on Aliexpress via a computer, step-by-step instructions

To open a dispute on Aliexpress via a computer, you need to take a few simple steps:


If in steps from the first to the fourth no questions arise at all, then in the fifth and sixth there are a number of some questions, and this is correct. What to choose: return of funds, or return of goods and money? So, the issue of logistics from China to our countries is very well developed, but the issue of return delivery has remained at approximately the level of the nineties. Moreover, both in terms of prices and time. Therefore, the majority, about 95% of buyers, use only a refund, even if the product is of poor quality, or even faulty. Fortunately, Aliexpress and other online stores in the Middle Kingdom give customers the opportunity to demand partial or full compensation for low-quality goods.

How to choose the right type of dispute

At the sixth step, you need to stop longer and talk in detail about each of the buttons. The first choice we are given is to report whether we received the goods or not. Accordingly, this immediately divides the disputes into those where the goods were received: poor quality goods, non-compliance with the order, or lack of certain parts; and for those when you did not receive the goods.

In the next form to fill out, you must enter the amount you want to return through a dispute. The return may be the full amount of the product, or only part of it. You should demand the full amount when the goods have not arrived from Aliexpress, or when the goods are so damaged that you cannot use them for their intended purpose. Also, I recommend in a dispute, indicate a slightly larger amount than the one you want to return, because from my own experience I will say that this is almost no different from trading on the market, only here you prove that you need to return one amount, and the buyer proves that another and the figure there is always less seller.

In the next text field you need to write the reasons for filing a dispute. Here you need to write in English language and to the point. Depending on the type and complexity of the dispute, it is necessary to write from one small paragraph to an almost judicial claim in appearance, referring to the description of the product, and general rules Aliexpress. Also here you can indicate a link to the video evidence that you previously uploaded to YouTube, this is the only video hosting that they recognize. Over time, I will consider all types of disputes, prepare instructions, and examples.

Next, you are given the opportunity to upload evidence confirming your case. In all cases, you should use this and indicate all possible facts that will help resolve the dispute in your favor. These files will be private and will only be used for dispute resolution purposes, so feel free to show everything as it is, even if it's underwear or something like that. You can upload up to three images, each no larger than 20 megabytes in size, and one video, up to 500 megabytes in size. If this is not enough for you, then don’t worry, you can add more images and videos during the dispute.

Once you have filled out all the fields and are ready to start a dispute, click on the “send” button.

Well, that's all, detailed instructions I’m ready to show how to open a dispute on Aliexpress via a computer, all that remains is to show how to open a dispute on mobile devices.

How to properly open a dispute on Aliexpress on your phone, step-by-step instructions

This instruction is of course suitable for all platforms and for all devices called mobile: tablets, phones, even smart watch. Now I won’t describe each step in detail, since the principle is almost the same, I’ll only focus on the differences: