How to return money from Aliexpress if the goods have not arrived and the time has expired

Aliexpress is famous for long deliveries and irresponsible sellers. In the nine years since its founding, many changes have occurred. The Chinese site has begun to work better, but problems still occur.

Often the seller is not to blame for long delivery times. Cheap courier services and Russian Post are in no hurry to deliver goods on time. If the package is not tracked, employees may steal. The seller will not be able to present anything.

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The problem appears when the goods do not arrive. The order protection is coming to an end, but there is no notification in the mailbox. The algorithm for conducting a dispute is known to everyone: described the reason, provided evidence. If there is no product, then there is nothing to show. Let's figure out how to prove to the administration that the package from Aliexpress did not arrive.

Buyer protection period

This is a period of 60 days set on the date of payment for the order in order to preserve the buyer's right to a refund. When using the AliExpress platform, clients are entitled to protection, the duration of which is indicated in the form of a timer in the “Orders” section. The period is calculated taking into account delivery to the destination. An additional 15 days are given from the date of confirmation of receipt of the parcel to submit an application for a refund.

When delivery takes longer, such as 90 days, an extension is necessary. This can be done by the seller himself by changing the order details, or by the buyer.

Where does the money go when returning from Aliexpress?

Money always comes to the account from which the payment was made. If you are not sure where exactly the money will go, check this information. For this:

• Open "My Orders"

My orders on Aliexpress

• Next to the desired order, click “Details”

More details about ordering on Aliexpress

• Next, go to the “Payment”

"Payment" tab on Aliexpress

Here you can find all the information regarding the refund, as well as the invoice where it will be paid.

You don't have to worry that your funds won't be returned. The system is guaranteed to return your money if you win the dispute and it is closed.

Reasons for opening a dispute if the goods are received

You can return money when the goods have already arrived in the following situations:

1. The ordered product differs from the description. For example, the buyer saw visual or quality characteristics that were not given by the seller in the description (composition, drawing, etc.). This may include sending a product of a different color or size.
2. The buyer has identified a defective product. There may be holes in the clothing, fading of the fabric, blurred patterns, etc. The electronics may have a broken sensor or other element. A defect is a defect in a product that cannot be eliminated.

In the process of opening a dispute, it is necessary to describe the reason for filing a return application and attach evidence to make a positive decision.

Reasons for refund

If the received product is of good quality and corresponds to the stated description, then it is difficult to make a refund. It is rare that a seller will agree to take the item back. At the same time, the procedure involves additional costs for the buyer.

However, in a number of situations, the consumer has grounds to return the order and receive the money previously paid:

1. The store does not send the parcel within the specified period. After transferring the payment on the Aliexpress portal, an automatic countdown begins - the deadline is prescribed to comply with trading rules. If during this time the seller has not changed the order status to “Sent” and has not transmitted the track code, then a dispute should be initiated.
2. The consumer independently canceled the order for which he made payment. In this case, you must indicate the reason for the refusal.
3. A dispute was initiated, the decision of which was made in favor of the client.
4. The evidence base for fraud on the part of the seller is provided.

As arguments, the customer has the right to present videos of a non-working phone on charge, photographs of a damaged jacket, etc.

The nuances of a refund depending on the circumstances

It will not be possible to return money to Aliexpress quickly if the goods have not arrived. To do this, you need to follow the procedure and wait several days. Each payment instrument has transaction processing times.

The table provides examples of situations and a brief algorithm of actions:

Table 1.

It is noteworthy that a person will receive the money back only when opening a dispute. Without this procedure, refunds are not possible.

Watch the video: “How to return money from Aliexpress if the package / product has not arrived. An example of a refund."

Reasons for opening a dispute if the goods are not received

When the delivery period has come to an end, the buyer has the right to open a dispute due to the lack of an order:

1. The reasons for non-receipt of the goods do not depend on the buyer, for example, the seller sent it to another address or neglected the rules.
2. The product was returned back to the sender due to non-payment of customs duties.

It is possible to contact the sender in advance to clarify the date of dispatch of the goods and the approximate delivery time. Sellers are often happy to contact the customer in order to get him as a regular customer in the future. Please note that after 7 days have passed from the date of dispatch, the system may not update the delivery date. When communicating with the seller, you can request a tracking verification. If he does not respond, the decision will be made under the supervision of the online store. An open dispute on Aliexpress allows you to choose one of the solutions when the seller re-issues the parcel or returns the money.

Attention: When the customer incorrectly specifies the delivery address, the seller will win when opening a dispute.

Escalation of the dispute

If the seller’s decision does not suit you, then it’s time to escalate the dispute on Aliexpress. This is a procedure during which the site administration helps to challenge the offer of an unscrupulous merchant and complete the discussion in favor of the injured client. But you need to escalate the dispute only when you are sure that you are right. The date Aliexpress joined the proceedings can be seen in the dispute chart above. After the seller's offer is rejected, this period is reduced. The Accept button remains active in case you change your mind. But it’s better not to back down from your decision.

To increase your chances of winning, you need to provide evidence: a message in English describing the problem, upload photos and videos showing the defects of the product. If the evidence is insufficient, then the seller has every chance of resolving the dispute in his favor. After all, the administration only cares about which party (seller or buyer) violated the terms of the deal.

Step-by-step instructions for opening a dispute

How to open a dispute on Aliexpress to get a refund for your purchase. After authorization in your personal account, a link to “My orders” opens.

Select the conditions - refund only

When the user is in the order list, the step-by-step instructions include the steps:

1. Find the shipment for which you need to open a dispute.
2. Click on the “Details” command.
3. In the possible actions, click on the “Open a dispute” link.
4. Specify the reason “Return only”.
5. O necessary condition.
6. Enter the refund amount.
Read also:  How to open a dispute on ebay for a refund in pictures
7. Describe the delivery problem or product defects.
8. Attach evidence.
9. Submit your application.

After opening a dispute, the message is simultaneously sent to the seller, who must respond. More often, he asks to extend the delivery time, which affects the change in the buyer's protection time. This happens if the product does not reach the client.

If the product is of poor quality or defective, the seller may agree to a refund immediately after viewing the evidence or enter his own comments. Or refuse to transfer funds, which means involving the support service in making the final decision.

Important: Aliexpress does not open a dispute when the goods have not arrived and the buyer applies 15 days after the end of the protection period.

How much can I get back?

When opening a dispute for a refund, the question arises about the amount of the refund. When filling out an application, the buyer indicates a value from the proposed range, depending on the cost of the order. A partial return involves submitting claims of a lesser amount relative to the cost of the product. For example, when ordering a white T-shirt, they received a red one of the same quality and size. The consumer can claim 80% of the previously transferred amount.

When an item does not fit, but the quality matches the description, you should not apply for a full refund. Then you will have to send the goods back to the seller. Aliexpress may close the dispute without a refund. You will be left with the item in your hands and without your money.

If the received product cannot be restored due to breakage, it must be returned in 100% volume. If repairs are possible, 90% or less is requested.

Please note that when applying coupons and discounts on purchases, in a disputed situation, only the amount paid is subject to refund. It may be less due to the following reasons:

• Money is credited to the credit card from which payment for the goods was made. The bank charges its own fees.
• A commission has been paid for the funds transfer operation.
• The course regarding the date of payment for the product and the date of approval of the dispute has changed.

The refund process may take up to 20 days.

Making a decision on a dispute

Usually a controversial situation can be resolved within the first few days.

If during the first five days the seller does not confirm participation in the debate and does not make contact, on the sixth day the dispute is automatically closed in favor of the buyer.

If more than 60 days have passed since the seller sent the order, then a clear decision is made in favor of the buyer to return the funds.

Communication between the seller and the buyer takes place on the page with an open dispute. You can ask questions and make statements. In the case when the parcel did not arrive, but the seller sent it honestly, he will try in every possible way to prove that he is not to blame for what happened.

If the friction drags on, the seller and the buyer cannot come to a common decision within 7 days, the administration of the Aliexpress resource becomes involved in the proceedings. The dispute escalates. The parties must provide compelling arguments and evidence of their case. In the event that the package does not arrive, the administration generally takes the buyer’s side. But, nevertheless, the maximum period for challenging can be up to 90 days.

Information about disputes can be found in your personal account, on the order management page.

Deadlines for opening and conducting a dispute on Aliexpress

If you want to return money for a product not received, of poor quality or not meeting expectations, you need to take into account the deadlines:

• The buyer protection period is 60 days from the date of payment; the order may increase for long delivery times).
• Within 15 days from the date of receipt of the goods, the consumer has the right to apply for a refund.
• After opening a dispute, the seller is given 5 days to respond or funds are automatically transferred to the buyer.

When a client has created a return request, it is worth checking your personal account as often as possible. The seller sends messages to resolve the problem. The buyer can agree to its terms or offer an alternative.

Don’t be afraid to start a dispute by the time the defense ends. This will save money. When the buyer pays for goods, the funds are stored in the Aliexpress account. After the end of protection or upon confirmation of receipt, the service transfers them to the seller.

The sender of the parcel may ask to close the order, convincing you to wait for the parcel. When you agree, the money will automatically go to him.

Where is the money returned?

If the goods have not arrived from Aliexpress or a defect is identified, the buyer has the right to demand a refund in full or in part.

Transfer of funds is carried out in the same way as crediting to the seller’s account:

• bank card;
• electronic wallet WebMoney, Qiwi, YandexMoney;
• payment system;
• cash through the operator.

To a bank card

If the dispute is closed in favor of the client, the money is transferred to the personal bank account. After making the appropriate decision, experts recommend that the buyer monitor the countdown of the time during which the funds are received.

The standard period for returning money to a bank card is 7-10 days. In some situations, the period may change, but not more than 15 days. To track the process, you should open the “Payments” tab on the Aliexpress portal.

To an electronic wallet

Money paid from an electronic wallet will be returned within ten days after the date specified in the decision.
If during this period the user’s account is not replenished, you need to write to the service support team. Before contacting, you should check the “My Payments” tab on the Aliexpress website. If you order a product on Aliexpress and pay using another method, the site will send the money within 15 days. If there is no replenishment of the balance or the procedure takes a long time, then experts recommend writing a letter to the site’s support service.

What is Alipay wallet and how to work with it

The AliPay wallet is valid only within the Aliexpress website. The payment tool was developed by the Alibaba Group team. It is noteworthy that without this system the site would not exist. Alipay allows you to track orders, negotiate payments, and protect consumers and sellers from fraudsters.

The operating principle of Alipay is to conduct monetary transactions. When paying for goods, the money does not immediately go to the store, but is kept by the intermediary, i.e. the site, as a guarantor. Until the buyer indicates receipt of the products, funds will not be transferred to the seller.

Consumers can pay for the order directly - through a bank card, electronic wallets, etc. As an additional tool, it is possible to top up the profile balance. In addition, the system offers cashback, which can be used to pay for purchases. When you check out the product, payment is made from your account. When returning items, money is transferred to Alipay.

What evidence to attach to the dispute

How to properly prove that you are right when opening a dispute? The user attaches a photo of the product to confirm shortcomings in the appearance and quality of the product. If you encounter a package that has not arrived, you will be notified of tracking problems. In any dispute, you must correctly describe the situation and add photo files to make a decision on a refund.

Parcel tracking tracker

When placing an order, the tracking number is displayed in the “Details” section, which allows you to familiarize yourself with the stages of processing and dispatch of goods. Additionally, the dates and times of departure and arrival are presented. To update, click the button of the same name to see the actual tracking changes.

Another verification service is the website 17track.net, where the departure number is indicated. When opening a dispute, a screenshot from the verification page is attached. Aliexpress trusts this service, so in most situations the decision is made in favor of the buyer when the package is undelivered.

Important: If the seller indicated the wrong address when sending, you need to take a screenshot from the tracking site and contact information from your Aliexpress personal account.

Product photos and videos

On the dispute opening page, you can attach pictures to confirm poor quality or broken goods. Take as good photographs as possible of any imperfections in the products. Main nuances when using evidence:

• If there are differences between the models from the site and the products sent, make a collage to combine your own photo and the seller’s photo.
• The clarity of video materials allows you to quickly understand the situation, so do not make long and intricate “reports”.
• It is more convenient for moderators to evaluate a flaw when it is highlighted in a photo or video.
• Photos taken using graphic editors to enhance the effect are not trusted.

You are allowed to attach 5 photos or videos up to 60 seconds long.

Description of the controversial situation

In the dispute window there is a field describing the problem, where the buyer indicates the essence of the dispute. The main requirement when filling in is no more than 500 characters. What should you write so that the moderator can understand you? The thesis statement quickly describes the essence, for example, I ordered a fishing rod and received a net. At the end, add that you are asking for a refund of the money paid.

The main advice when opening a dispute for a refund is not to change the reason for the dispute. Sellers often plead for a different base in order to confuse the support team. In such a situation, moderators argue that they are trying to mislead them.

Another nuance is the language used to fill out the “Problem Description” field. It is more convenient for the service if customers unsubscribe in English to speed up the consideration of the complaint. But the Russian language will not be an obstacle. Therefore, express yourself however you want, but in understandable phrases. They must not lose their meaning during translation.

How to fill out a dispute application

After opening a dispute, a new window with fields to fill out will automatically open. How to fill them out correctly so that the seller definitely returns the money? The answer is in our step-by-step instructions:

1. Choose the expected solution that will help resolve the dispute;
2. In the “Did you receive the goods” window, select the answers: YES/NO;
3. In the “Return Amount” item, indicate the cost of the product plus the cost of delivery, if it was paid separately;
4. Next, describe the reason why you are filing a dispute: indicate the defects of the product or that the product did not arrive at the point of delivery. To solve your problem faster, we recommend writing in English;
5. As proof, you can send a screenshot from the product tracking site that the product was not delivered. You can also provide a photo or video of a product that turned out to be of poor quality or did not meet your expectations.

6. After filling out all fields, click the “Submit” button. After this, the application will be sent to the seller, who will accept the buyer’s offer or make his own decision.

Sending a request, waiting

When sending a request, the seller is notified that a dispute has been opened. He must give an answer within 5 days. It is important for the buyer not to miss accepting the dispute at this time. If the seller refuses and does not answer anything, you need to connect the Aliexpress support service.

Moderators may request additional information about the parcel or payment for the order. Therefore, check your email regularly. By providing information and justifying the problem, the dispute is resolved quickly and in favor of the client.

If the buyer ignores the support letter or unreasonably does not provide additional information, the dispute is closed in favor of the sender.

Solution

As mentioned, within 5 days after opening a dispute, the store representative must indicate his decision in the appropriate form (“Seller’s Decision”). Disputes in correspondence are not controlled by the Aliexpress administration.

The seller can offer 2 options to fix the problem:

• Returning goods and money is a risky option. According to its terms, you must return the parcel back and provide the tracking number within 10 days after the start of the dispute. But there is a risk that the shipment will arrive later than specified, be damaged or lost on the road. Then the seller may not return the money, and the dispute will be closed in his favor. In addition, shipping goods to China is expensive.
• Return of money. If “0” (zero refund) is indicated in the “Seller’s decision” line, then he refuses to accept your terms of the dispute. Click the “Accept” button if the amount he wrote suits you. The money will be returned to the account within 10-15 days, Ali’s administration controls this process. This period does not include weekends and holidays (in China).

The refund schedule can be found in the “Payments of your order” section, as well as in the list of orders (“Refund stages” item).

Tips for handling a dispute on Aliexpress

How to win a dispute on Aliexpress with minimal losses? Don’t be afraid to open disputes; moderators always consider consumer complaints in order to increase demand for the site’s products. When submitting applications for several orders at once, it is possible that all disputes will be closed, not in your favor, since it creates the impression of a “professional debater.” When starting a dispute, consider the following nuances:

1. Open the dispute if the parcel has not been tracked for a long time.
2. If you confirm receipt of the item within 15 days, you have the right to file a dispute for a refund.
3. Don’t agree to wait any longer, because the order will be closed and the protection will no longer apply.
4. Do not agree to transfer money in person from a seller who asks you to end the dispute and credit the funds to your PayPal account or through electronic services.
5. If you are intimidated by the seller, there is no need to be scared; Aliexpress transfers the money to the sender after the buyer confirms the arrival of the parcel or after the protection period has expired.
6. When the goods have not arrived, when creating a dispute, select the basis for the dispute “Refund only”.
7. Attach a high-quality photo to confirm product defects.
8. To describe the problem, use abstracts to speed up consideration by moderators.

Unscrupulous sellers are always encountered when shopping on Aliexpress. If you receive a product of a different color or poor quality, take a photo of it and open a dispute. You can write to the seller in advance, who can make contact and offer a profitable solution. But you should not confirm receipt of the parcel without receiving the money back. Opening a dispute in a timely manner will protect you from losing funds when, if the problem is correctly described, the support service will credit you back.

Recommendations for filling out the terms of the dispute

As mentioned, in the window for filling out a claim, you can choose 2 options: “Return of goods and money” or “Refund”. In the first case, you will have to return the parcel to the seller until you receive monetary compensation. Return shipping is at your expense, so think twice before choosing this option.

Selecting the issue that is causing the dispute

Depending on your choice in the “Expected solution” item, you will be offered different solutions in the “Problem encountered” form. Take your time, try to choose the most suitable item. Study the tips in the window at the top right.

When filling out the terms of the dispute, follow these recommendations:

• Do not click “No Tracking Information” if your package was previously tracked but no longer tracked. Then the site administration will reject the claim, as it is considered invalid. After all, there is an order, it just stopped being tracked.
• Do not select the "Problems with Customs" option as this is more your problem and not the Chinese seller's. Choose a more appropriate reason.
• Describe your complaints only in English, since the site administration employs English-speaking people.
• Describe in detail in your appeal what you are not satisfied with about the product, even if it seems to you that everything is already clear from photographs or videos. This is especially important if there are problems with the quality or packaging of the product. If you want to win an argument, don't mince your words and be polite. If necessary, use an online translator.
• Upload high-quality photos and videos. Sometimes it happens that the video does not load on the site. Usually problems arise with large videos, then it is better to trim them to show the most important things.

Correctly fill out the terms of the dispute

By following these recommendations, you will increase your chances of successfully resolving the dispute.

How to return money to an Aliexpress seller?

The other day I had the following situation: I ordered mini speakers with a battery, the goods took a long time to arrive, I opened a dispute and my money was returned. But several days passed and the speakers arrived. If I were a dishonest person, I would be happy: now, I got the speakers for free! But I’m not such a scoundrel and now I started thinking about how to return the money to the seller on Aliexpress?

I wrote to the seller and said that so and so, the speakers have arrived, and I’m ready to return the money, what’s the best way to do this? I suggested that he write his webmoney wallet, since I paid for the goods in this way.

To this, the seller wrote something incomprehensible to me, because I wrote through a translator and translated it the same way. Ultimately, the seller told me the simplest solution, how to return his money for the goods.

He simply told me: ORDER THIS PRODUCT AGAIN, BUT I WILL NOT SEND IT TO YOU ! And it’s so simple, I wouldn’t have thought of it myself, but they apparently have VERY much experience in such matters.

Why did I decide to return the money to him, although I could not have done this? Not long ago the following aphorism came to my mind:

Life is like the Earth, round, and if you go through life leaving EVIL behind you, sooner or later you will meet it face to face!

The Chinese work like ants to earn a living, it would be mean to cheat them out of money. Another question is if some seller is trying to deceive you, but honest workers who make a bunch of interesting things for us need to be helped.

How to get money back from Aliexpress if the order is cancelled?

Another typical situation: you ordered a product, but then changed your mind and canceled the order. If you did this within 24 hours while your payment is being processed, then there will be no problems, the money will be returned to you soon, but not earlier than in a day.

If the seller has already sent the goods, then that’s it, all you have to do is wait for it and then send it back (if the seller agrees) and only when he receives it will you get your money back. You pay for the return journey of the goods , so think a hundred times before ordering something from Aliexpress, especially expensive ones.

What should I do if I haven’t received the money when paying from my mobile phone?

A frequent question among those who pay for purchases from a mobile account concerns refunds. When you pay from your phone, a Qiwi wallet is automatically created using your phone number, and accordingly, the funds will be returned to it too. To gain access, you need to go to the Qiwi Wallet website, enter your phone number and click “Forgot password”, the password will be sent to you by SMS message.