How to open a dispute on AliExpress in 2025 detailed instructions

This allows AliExpress to review the case and make a decision. The money goes back to the payment method you used (like your credit card or AliPay). Before you proceed, confirm that you’re within the dispute period. Look at the order details for the buyer protection timer.

Once a claim is filed, the mediation team will intervene to solve the problem. You will, therefore, be asked to present any relevant documentation of ordering, shipping, delivery, or transactions within the allotted time. When opening a dispute on AliExpress for the reasons browse inventory mentioned above, select “Money & Refunds” on the Claim Formation page to receive your money back. Fill in all the fields, especially carefully select the reason for the dispute.

Remember that once you accept the proposal you choose, the dispute will be closed and you won’t be able to open another one. We recommend you make sure that everything else is fine with the order. At this point, an external agent will review the documentation and offer an impartial solution, so we remind you that it’s very important that you provide all the necessary information. If after a few days no agreement has been reached with the seller, AliExpress will have its team automatically intervene in the dispute.

Maybe the item is damaged, not as described, or never arrived. Once there, log into your account by entering your credentials. If you don’t have an account, you’ll need to create one before you can raise a dispute.

From the AliExpress Complaint Center

A. Only if it’s not as described (e.g., wrong color or size). If it matches the description but you just don’t like it, disputes are unlikely to succeed. If you and the seller can’t agree, you can escalate the dispute. AliExpress will review your case and make a final decision.

Too frequent opening of disputes with sellers, as well as inappropriate language in messages with them may lead to blocking the account for violation of site rules. If this has happened, you can find information on how to unblock your Aliexpress account. Use the online translator to express your requirements to the seller. However, before submitting a request, please translate the received text back from English into Russian to make sure that the translator has formulated the request correctly.

In this case, you can close the dispute and reopen it again with a better explanation of your arguments. But remember that once you accept the proposal, the dispute will be closed and you will not be able to open another one, so make sure that everything else is OK with the order. When you open a dispute you will have to wait a little while for AliExpress to intervene. And when this finally happens, you will receive an email with the decision or judgment they have made in your case. At the beginning of the article, we mentioned which cases apply for a full or a partial refund.

Step 1: Log In to Your AliExpress Account

For example, a new phone stopped working after only a few days due to a faulty charging port. If the wrong item was sent, photos or descriptions of what was received versus what was ordered can be provided as evidence. You received an item that does not match what you ordered. The item you received is significantly different than the product details, description, or pictures provided by the seller. For example, instead of the red shirt you ordered, you received a blue one. To open a dispute for non-receipt, you would provide screenshots of the tracking that shows delivery along with proof from your postal service that the item wasn’t received.

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• If possible, compare the products you received with the description on AliExpress to demonstrate the discrepancy.
• Once the dispute is resolved, receive and verify your refund.
• The entire dispute process typically takes several days, and both parties should remain available for communication during this time.
• Indicate the amount of refund you wish and fill in the details of the problem with the order.
• You received an item that does not match what you ordered.

You shouldn’t accept the seller’s proposal when AliExpress’s resolution is more favorable to you. You can also choose to return your order when you’re explicitly advised that you have to assume the shipping. If you’ve specified a shipping method and the requested order was shipped another way, you can also open a dispute. The seller and the buyer have 7 days to resolve the dispute. There may be times when the seller will ask for the dispute to be cancelled, promising to send a new item free of charge.

This feature allows you to request a refund or a replacement. Here’s what you need to do to resolve the issue quickly and efficiently. Our goal is to offer concrete solutions to quickly and efficiently resolve any delivery issues. AliExpress typically reviews disputes within a specific timeframe and will communicate with you regarding the resolution. It is recommended to first try to contact AliExpress customer service or the seller directly via AliExpress messaging before opening a dispute.

Carefully describe the problem with the order and the details that are causing your dissatisfaction. If possible, compare the products you received with the description on AliExpress to demonstrate the discrepancy. Take high-quality photos of the disputed item that clearly show problems or defects. Take pictures from different angles and show all the problem areas. Good lighting and image clarity will help create convincing evidence to win.

Ensure the evidence is clear and directly related to your dispute. Clearly stating your reason will help AliExpress understand the situation better. This is typically found in the dropdown menu under your profile name or icon. Any documents related to the movement, receipt and operation of the ordered products. The thing corresponds to the characteristics, but is broken, torn, stained, etc.

If the negotiation with the seller fails, involve AliExpress. AliExpress can mediate the dispute to find a fair solution. If it does not suit you, clearly explain why and propose a reasonable alternative. Stay open to negotiation to reach a mutually acceptable solution. Indicate the differences between the received product and the description. If the product is defective, describe the problem in detail.

The amount of evidence you present is one of the most important factors to win the claims or disputes. Another important factor is to be as clear as possible when exposing your problem. The more information you provide, the easier it will be for AliExpress to prove you right. It’s very important that the dispute is opened before the end of the order protection period. If anyhow, you manage to come to an alternative agreement with the supplier, you can close the dispute. Only the customer and AliExpress administration have the right to close or cancel a dispute.

It is crucial to respect these deadlines because once the protection period expires, it becomes much more difficult to obtain a refund. If no agreement is found, you can appeal to AliExpress, which will review the evidence and make a final decision. So if you close your dispute and protection expires, you won’t be able to open a dispute again later. If, on the other hand, a dispute was previously opened and you have already selected or accepted a resolution, you won’t be able to open another one, although you can appeal it.

And keep your protection from expiring in case you still need to dispute later. If you open too many disputes, Aliexpress will ban you for abusing the dispute system. Disputes are the only way to get a refund if something goes wrong with your order. It is not possible to get a refund without opening a dispute.

To open a dispute, you need to follow a standard procedure. Make sure you fill up all the necessary fields and provide accurate information. The best way to win is to avoid initiating a dispute in the first place by only dealing with reputed sellers. If a seller is unwilling to refund you during negotiation or mediation, they will not refund you anywhere else. Surely, if the dispute is resolved during negotiation, there will be no need to proceed to the next stages.