How to get money back for a product from AliExpress that you didn’t like

Home page » AliExpress » Everything you need to know about returning money from AliExpress - step-by-step instructions

0

Dmitry Samolyuk 12/03/2018 1801

A client of a well-known Chinese trading platform should know about the procedure for returning money from AliExpress, the peculiarities of opening and aggravating a dispute, as well as the conditions under which funds can be returned.

This will allow him to avoid problems with the delivery of goods or the shipment by an unscrupulous seller of goods that do not correspond to the descriptions on the card.

They return money for a poor-quality purchase, and in all other situations when the store’s fault is proven.

Reasons for a refund

Customers can demand from the seller a full or partial refund for a selected and already paid purchase in the following situations:

• the product does not correspond to its description in the AliExpress card (wrong color, size or material, less RAM or wrong equipment);

Rice. 2. The purchase you receive does not always match the photo on the website.

• the product is of poor quality or even broken;
• the seller sent the wrong product (intentionally or accidentally);
• the purchase was returned to the seller and was sent to the wrong address;
• the parcel was detained at customs or the delivery time exceeded the maximum allowable value.

Rice. 3. Purchases from AliExpress may be delayed by customs.

One of the most common reasons for returns is the buyer canceling the order.

This usually happens if the customer no longer needs the selected product, or he has found a more suitable or advantageous offer.

In order to avoid having to open a dispute with the seller, it is advisable to report the refusal and demands for a refund before sending the parcel.

Sometimes the stores themselves cancel orders. Although this situation rarely arises - even if the seller does not have the goods, he usually delays the time until he receives a new batch. Another reason for refusal on the part of the store is the end of the promotion and reluctance to sell the selected product at a discount.

back to menu ↑

Reasons for returning goods

Returning goods to Aliexpress implies that the consumer has grounds to initiate the procedure. At the same time, the time for opening a dispute is limited. So, if during the receipt of items the buyer identifies a defect, then a dispute can be started within 15 days from the date of delivery of the order.

Reasons for returning products:

• defective goods;
• the model does not meet the stated parameters;
• violation of the integrity of the container;
• incomplete set supplied;
• failure to receive the parcel within the timeframe established by the seller.

When filling out an application for delivery of goods, you need to check the appropriate box. To confirm your position, attach photo and video materials proving the legal grounds for the return.

Additionally, it is necessary to indicate, using English, the essence of the problem. Experts recommend speaking politely, without being rude.

Cases in which funds are not refunded

• You should not count on a return of your purchase in cases where the buyer confirmed receipt of it instead of opening a dispute.
• Sometimes the click happens by accident - but the money still won’t be returned.
• The customer has a chance to get his money back only if he wins the dispute and agrees on a refund with the seller.
• It is not always possible to return payment even after opening a dispute.
• The AliExpress service will be on the side of the store if the buyer ignored the deadline for filing a claim or did not provide decisive arguments in his favor.
• The customer who makes unfounded claims will not receive his funds either.
• The amount paid for a product that matches the description, the need for which has disappeared after its receipt, is not refunded to the client.
• Or if other conditions that are set for the buyer by the store are not met.

back to menu ↑

Refund when the dispute is closed

In some cases, you can file a complaint against the seller and get your money back after the dispute is closed. In such a situation, you need to contact the administration of the trading platform indicating the illegality of the seller’s actions or fraud on his part. When applying, it is recommended to have strong arguments confirming the veracity of the buyer’s position.

Aliexpress support

When presenting evidence and arguing a claim for a refund, it is important to consider that you will need to use Chinese or English. In this case, a refund can be made only after the administration confirms the legitimacy of the buyer’s demands and the complaint is satisfied.

Terms for the buyer

You can count on winning the dispute if the buyer complies with the following requirements:

• proves that the purchase was made from this seller;
• provides evidence that the received product does not correspond to the description in its card on the store page;
• submits an application for the first time - open a second dispute if the first one was closed after the decision satisfied the buyer.

If the conditions are not met, the customer can only keep the purchase made.

Or negotiate with the store without the intervention of the service administration.

As a rule, sellers who value their reputation try to make a decision that satisfies both parties.

back to menu ↑

Return procedure without dispute

In order to return payment for a purchase on AliExpress without a dispute, you must make a decision before sending the goods.

If the order is cancelled, the buyer must take the following steps:

Rice. 4. Canceling an order that has not yet been shipped in your AliExpress profile.

Log in to the AliExpress service page . Select the “My Orders” section. Find the one you want to cancel among your completed purchases and check the status. If the parcel has not yet been sent, click on the cancel button. If the cargo has already gone to the buyer, this opportunity will no longer exist.

Important : You should not hope for a quick refund even after such a cancellation. The operation may take some time - the time frame for receiving funds back depends on the payment method. The fastest return is for the amount transferred using an e-wallet, while the amount transferred from a bank card takes longer (sometimes you have to wait at least a week).

back to menu ↑

Return via dispute

The return of funds transferred to the AliExpress seller is almost always accompanied by the opening of disputes - in a way specifically provided by the service to protect buyers.

In order to use it correctly, you should consider the following features:

• Disputes should be opened before the buyer accepts the goods. After accepting the parcel, the service client officially loses the right to demand a return.
• Disputes cannot be closed until compensation is received. Sometimes sellers promise to return the full purchase price, pay bonuses, or resend the product after the dispute is closed, but such promises are never fulfilled.
• A closed dispute can no longer be updated. The money is sent to the store, and the buyer is left with an unsatisfactory product.

To increase the chances of a return, the customer is recommended to prepare for a dispute.

A service that allows him to view even screenshots of purchases will help him in some ways.

However, the bulk of the work of collecting and presenting evidence is performed by the buyer himself.

back to menu ↑

Evidence for the dispute

The process of preparing arguments for a dispute includes:

• Photos of damaged goods that do not meet the requirements or description. It is recommended to take such photographs in any case - if the damage was caused by incorrect delivery, compensation will have to be demanded from the carrier.
• Video recording of the unpacking process. Just as important as taking photographs. Sometimes a record is even more relevant evidence, as it shows that the user did not intentionally change the package in order to claim compensation for it from the seller.
• Evidence of material inconsistency may also require video recording. For example, if the bag you purchased is supposed to be leather, but is actually made of fabric, it is worth demonstrating this by setting fire to an inconspicuous area of ​​the product.

Rice. 5. Preparing a video as evidence for a dispute with the store.

Important : The service does not always take the buyer’s side - after all, the sources of its profit are not only customers, but also stores. However, AliExpress representatives considering the issue try to resolve all issues fairly. If there is evidence of correctness, the administration will help the customer win the dispute, if not, the seller will.

back to menu ↑

Main stages of problem solving

To open and continue a dispute, the buyer performs the following steps:

Rice. 6. Opening a dispute with a store on AliExpress.

Step 1. Prepares evidence and goes to your profile, opens the orders section and looks for a purchase for which you are going to get your money back. Finds and clicks “More details” or “Open dispute”. Both options will lead the customer to a page with a detailed description, from where the dispute opens.

Rice. 7. Selecting a refund method.

Step 2. Selects a solution that satisfies him. You can specify a refund or receipt of funds in exchange for sending back the goods. Under each item there is a list of suitable situations to help you navigate your choice.

Rice. 8. The process of continuing the dispute with the store.

Step 3. Fill out the dispute form, indicating the amount to be returned, the reasons and the claim being made. It is recommended to write the text in English, using your knowledge or the help of an online translator. The amount to be returned should be indicated with a reserve, leaving the opportunity to bargain or compensate for the costs of sending the parcel back. Click on the “Send” and wait for a response from the seller.

The store must respond within 3 days. Most sellers start writing almost immediately after submitting an application. On the part of the buyer, it is important not to give in to persuasion and not to close the dispute until the money is returned or another decision is made that satisfies everyone.

Sometimes the solution does not satisfy the buyer; he has the opportunity to continue the conversation, involving the service administration in it.

To do this, he will have to escalate the dispute by clicking on the corresponding button on the dispute page.

Rice.
9. Aggravation of the dispute with the seller if the buyer has claims. back to menu ↑

Step-by-step instructions for returning goods

When initiating a product return on Aliexpress, the funds transferred to the seller are protected provided that the product was shipped to the correct address. The store must indicate the details for the parcel in the dispute form, and not in personal messages. In addition, it is also not worth taking the delivery city indicated on the shipment as a basis.

According to the terms of the dispute on Aliexpress, the buyer cannot receive more money than the amount indicated for the product. Therefore, the consumer is not entitled to claim compensation for return shipping to China. The costs associated with transporting the goods to the seller are the responsibility of the user. You can complain through “Escalate Dispute”, but the chances of receiving compensation are low.

Watch the video: “How to open a dispute and return money from Aliexpress: 5 rules and main mistakes.”

Sequencing

Step-by-step instructions on how to return a parcel from Aliexpress back to China:

1. Fill out the application form for shipping between countries.
2. After completing the procedure, the Russian Post operator will issue a track code and a receipt.
3. You need to scan the receipt. Send the photo to the seller in the form of a dispute or private messages.
4. The procedure for sending a parcel to China must be filmed - the materials can be added to the case in the future.
5. The store employee also needs to provide a link to the website to track the cargo.
6. Each step must be covered in the form of a dispute - this serves as evidence of the buyer’s integrity. Experts do not recommend closing the dispute until you receive 100% or partial (depending on the agreement) compensation for the product of poor quality.

After the information about the parcel has been transmitted and the receipts have been recorded, the countdown begins for the period within which the store must receive the cargo. In a situation where more than a month has passed and the seller does not have the product, the organization has the right to escalate the dispute. The site administration gets involved in the dispute and gives the user 10 days to resolve the situation. As a rule, you need to attach scans of shipping receipts and photographs of the parcel in transit.

How to file a complaint about a defective product

If goods from Aliexpress arrived defective, then the user needs to open the dispute form and indicate “Refund”. Then attach evidence in the form of materials confirming the defect. The seller must respond within five days. If there is no response, the dispute is closed automatically in favor of the consumer.

If the store makes a decision in which the buyer must return the products to the address, then the refund occurs within a month after delivery.

Opening a dispute.

Opening a dispute

A dispute is a form of resolving a dispute between a store and a consumer. The tool was developed by the Aliexpress trading platform to facilitate the process of returning money for faulty products.

If for some reason the user decides to send back the paid phone, then the reasons in this case do not matter. All that matters is the intention to return.

The procedure has some nuances:

1. According to the rules of the trading platform, compensation for the return shipment of products is not provided. Because of this, in some situations it is not economically profitable to send the goods to the seller. Experts recommend using the partial refund feature.
2. When applying for a 60-90% refund, please note that the option is available upon confirmation of delivery. In all other cases, a dispute must be opened for a full refund.
3. Before initiating a dispute, you should inform the store of your intention. In a number of situations, sellers meet halfway and immediately return the money. However, cases of fraud have been revealed more than once on Aliexpress. Therefore, if an organization makes a promise but delays in fulfilling it, you need to monitor the “Buyer Protection” timing.

Algorithm of actions on how to return products with defects or on other legal grounds:

1. Click on the icon next to the “Open dispute” order.
2. Fill out the form indicating your consent to return the goods. Next, describe the essence of the problem. For example, a custom phone arrived broken.
3. Attach photos and/or video.
4. After the seller takes part in the dispute, the user has a period of 10 days to send the gadget and provide the store with a track code for tracking. The number is entered on a separate line. An additional column indicates the site where the seller can monitor the transportation of goods.

When arranging delivery to China, the address indicated is the one issued by the seller in the form of a dispute. If an employee of an organization writes details in the comments to the order, this indicates deception.

After providing tracking information, the user accepts the "seller" status. On this basis, the citizen can extend the deadline, and the store must indicate receipt of the cargo or open a dispute.

Note: all actions performed by the buyer outside of the dispute are not protected by Aliexpress. When receiving an offer from a store to resolve the problem directly, experts recommend refusing, as there is a high risk of being left without goods and money.

How to win a dispute if the product is defective

In a dispute, the choice is to return the goods and money or just return.

In case of delivery of low-quality products from Aliexpress, the buyer opens a dispute through a special form. In order for the site administration to make a positive decision for the consumer, it is necessary to attach an evidence base. A video of the unpacking of the product and a full overview of the condition of the item are accepted as arguments.

For example, when a breakdown of an electronic gadget is detected, a citizen needs to film how the device is charging and does not respond to the user’s actions. Additionally, photographs of the damage are attached.

Please note: if the Aliexpress administration does not satisfy the consumer’s complaint, you need to file an appeal. This can be done several times through different online chat operators of the support service.

Dispute results

After opening a dispute, the system automatically starts a countdown timer. If within 5 days the seller does not respond and does not offer ways to resolve the problem, then the administration will forcefully end the dispute.

In a situation where the store made an offer or agreed with the buyer’s complaint, the responsible person is obliged to reflect it in a special form. Then two icons “Reject” and “Accept” will appear. The user can choose one of the options or wait for a decision from the Aliexpress administration.

Partial compensation for defective products

It will not be possible to return goods to Aliexpress at the seller's expense - the procedure is not provided for on the trading platform. Therefore, the consumer pays for sending bad products. Experts recommend considering the option of partial compensation for defects, in which the product remains with the user. However, such a dispute resolution is adequate provided that the defect is minor and the gadget continues to work.

If the defect is small, then compensation is transferred in the amount of 30-40%, in a more serious situation up to 95% of the order value.

What to do if the product is broken after confirmation

If the product card does not contain information about the warranty provided for the model, then compensation for damage will be denied. However, the buyer has the right to contact the seller directly with a request to restore the device free of charge or compensate for repair costs. However, there is a high probability that the store will ignore your request.

Escalation of the dispute

If the dispute escalates, the service administration intervenes.

Representatives of the Chinese trading platform review the evidence and listen to the opinions of the parties, after which they make a decision.

However, the choice still remains with the client, but there are fewer options - agree with the seller’s offer or choose the store option.

Rice. 10. Dispute involving representatives of AliExpress.

If the dispute is resolved in favor of the buyer, he can expect the receipt of funds in the same way he paid for the goods.

Sometimes before this you have to send the goods back.

When sending, be sure to save and send to the seller the track number, with which the store will track the parcel.

Rice. 11. One of the stages of the dispute at which you can agree with the store’s offer.

After the parcel arrives to the store, the dispute is considered closed.

At the same time, the procedure for returning funds paid by the buyer begins.

You can view its stage in the orders section of your personal profile on the website or in the AliExpress application.

Rice.
12. Stages of reimbursement. back to menu ↑

When can you return money for goods from AliExpress?

In short, always.
The item arrived in the wrong color or size, looks completely different from the picture, does not work or is damaged, turns out to be a counterfeit of a well-known brand - you can get your money back. AliExpress works like a regular trading platform, so you can get your money back, even if you just don’t like the product. But depending on the situation, you will have to put a different amount of effort into this, and in some cases, pay a little extra.

AliExpress has two refund options.

Partial or full refund without sending the item back

AliExpress itself recommends applying for a full refund if the goods have not arrived at all. A partial refund is provided for cases where the amount of your claims is less than the cost of the goods. For example, you ordered a white T-shirt, but a blue one arrived. You are ready to wear blue, but a residue remains. And you ask for a refund, for example 50% of the cost, to compensate for the inconvenience.

You specify the amount of compensation yourself, so you can claim 1–100% of the cost for a partial refund.

The final figure will be the result of negotiations with the seller. If you don’t agree, the AliExpress administration will join the conversation and make a final verdict. It is important not to be impudent and indicate an amount comparable to the problem. If the fitness bracelet does not work, your intention to return the entire cost of the product will be clear. But for a small hole in a T-shirt that can be repaired with two stitches, you can ask for less.

Return of goods and money

You send the item back to the seller and add the track number to the dispute. When the seller receives the package, you will be refunded. This method is more troublesome, and the effort is not always justified.

But if you bought a really expensive item, sometimes it's better to send it back and get a refund than to claim a partial refund and risk being wrong in a dispute. And this is the only way out if everything is fine with the product, but you don’t like it.

Postage costs can be calculated on the Russian Post website.

Partial refund or exchange

Not only a full refund is allowed, but also a partial refund. The conditions are negotiated by the seller and the buyer individually.

Sometimes, if the amount of partial compensation suits the client, he can keep the unsuitable or partially suitable product for himself.

Customers who have ordered a product that does not match the description have to deal with such situations.

For example, other technical parameters of the equipment, a different color of the dress or incomplete equipment.

Upon receipt of a defective or non-functioning product, the customer has the right to an exchange.

In this case, you will also have to pay for return shipping.

However, sellers usually compensate for such problems with bonuses or discounts on another purchase.

back to menu ↑

In what cases is a return to Aliexpress possible?

There are two types of returns on Aliexpress: money only and goods and money. The instructions that you will see below are suitable in all cases, but only when returning money without goods, you can skip the last steps. A separate category includes money back when canceling an order. There are no additional problems here. You simply cancel your purchase and get all your money back. Other options for returning both money and goods involve opening and conducting a dispute. In both cases, returns are made for the following reasons: - The product is defective or damaged during transportation. — The seller’s photographs do not correspond to reality. — The goods did not arrive. — You received an incomplete package. — The product did not fit, and the seller himself was responsible for the selection.

If you only want to receive money, then you can only count on partial compensation. You will only receive the full amount paid if you return the item to the seller. There are several factors that determine which return option is appropriate in your particular case. Some of them are even described in the rules of the site itself. We recommend sticking to a simpler scheme. If the product belongs to a low or medium price category, partial compensation should be taken. Only at high costs does it make sense to return the purchase. If you want not just to return the money, but to get another product that you are already satisfied with, you will have to return your purchase to the seller in any case. What determines this choice between different compensation options? The fact is that Aliexpress returns to you only the money that you paid directly on the site. You will also need to spend money on shipping. Nobody compensates them anymore. If we are talking about a large sum, then losing a small part of it is not so scary. If you have a very inexpensive product, then taking into account delivery costs, you will receive very little compensation. Then it makes sense to simply demand only part of the money paid, and keep the goods for yourself. If it simply didn’t suit you, or what you received was not what you ordered, you can also sell this item. We're done with a little theory. It's time to read the step-by-step instructions on how to make a return to Aliexpress.

Methods for the buyer to receive funds

In accordance with the rules of the service, the paid amount is usually returned in the same way that the money was transferred to the seller.

However, there are certain nuances:

• When paying via WebMoney, funds are transferred to the same electronic wallet.
• If the buyer paid for the goods from a mobile phone through the Qiwi service, the amount is returned not to the phone, but to a QIWI wallet created specifically for this purpose. In order to access it, you should go to the service page and recover your password via phone number.
• Payment from Yandex wallet is returned in the form of a non-cash transfer.
• When paying by credit card, funds are transferred to the same means of payment. However, if the user has already received a new card, he will have to contact the bank for a refund.

Rice. 13. Payment methods for purchases on AliExpress.

The easiest way to solve the problem is with a blocked card (due to loss or expiration) if the buyer remains a client of the same financial institution. Banks usually issue new means of payment, linking them to the old account. The refunded amount will be transferred to it.

back to menu ↑

What happens if you don’t send anything after the dispute is resolved?

Yes, they would all go through the woods, scoundrels, some say, but then they begin to doubt whether they will ban the account or do something else unpleasant if they do not send a refund.

If you do not fill out the track field within 10 days, the dispute will be closed in favor of the seller. He will receive the money, and you will be left with the goods. There will be no reprisals, buyer bans, fines, or anything like that.

You can also simply cancel the dispute. Sometimes it even happens to open again

I agree to a smaller amount, is it possible to argue for a new one?

Maybe I asked too much, you think. He can cancel the dispute and open it anew, for a smaller amount, in case the seller agrees.

If you absolutely, definitely will not return the product under any circumstances, then you can try. But only if your order protection period has not yet expired. The same scheme applies here that we described in the article Is it possible to cancel a dispute on Aliexpress.

I sent the item back when will I get my money back?

You will receive money only when the seller confirms receipt of the return from you and the absence of claims against you. That is, you and the seller are now changing places. Now he may not come to receive the parcel, he may say that you sent the parcel to the wrong address, open a dispute against you (the buyer packed the parcel poorly and the wallet arrived damaged), accuse you of damage due to your fault, and so on. And you will have to prove the opposite again in a dispute.

And only if the seller has no complaints against you or you fight them off in a dispute, you will get your money back.

The seller is ready to compensate for the cost of return

Sometimes sellers seem nice and promise to reimburse you for the cost of sending the item back to them. They say the supplier failed. You return it, and we will pay you via PayPal for shipping costs. And you seem to be ready to go to the post office.

In the dispute there is no such clause as compensation at the expense of the seller. Therefore, the seller’s promise remains only words. If he does not compensate you for anything after you send the goods, then you will not be able to influence him in any way. That is, you can simply be deceived.

You say, let him pay me in advance. Well, few sellers will go for this in principle. And if he does, don’t forget that he can send you a payment to PayPal as payment for the goods, with the possibility of a refund. We wrote to you about this in the article Return to PayPal.

And don’t forget about the other nuances described above in the article, they will concern you no less. Especially if this return is beyond the dispute (which we at hvastik.com categorically do not recommend).

Return at seller's expense

Some lots on Aliexpress have return conditions, which state that the seller must compensate for the cost of return shipping. In general, these lots are better. And disputes over such lots are easier.

However, you need to understand that Aliexpress protects you only to the extent of the amount that you have already transferred to them when paying for the order. That is, the seller must pay you compensation for shipping in some other way and by Aliexpress. Mediators will not control the fact of payment in any way. If the seller simply does not transfer this compensation to you, then the support will only promise you to “recommend the seller” to make the payment. That's all.

Return deadlines

The period during which funds are returned also depends on the payment method:

• from Visa, Maestro or MasterCard credit cards, funds arrive within 3-15 days;
• owners of electronic wallets will have to wait from 7 to 10 days;
• when sending a bank transfer, you should expect a refund within 1.5-2 weeks;
• Payment from the Alipay payment system account is returned within one day.

Funds don't always take that long to arrive. In most cases, the client receives his funds back within the first week after the dispute is completed.

The exception is during the winter holidays, when banking systems may have long days off.

If the expected period for the return of funds has long expired (more than 10-15 days have passed since the decision was made), you should first contact the bank or the administration of the payment system, clarifying whether the transfer was made - sometimes the reason for the delay is precisely their actions.

After this, you should contact AliExpress service support.

back to menu ↑