Shopping on AliExpress has its charm: a huge catalog, reasonable prices, and many shipping options. But when something goes wrong, knowing how to manage disputes from the AliExpress app can make the difference between a headache and a quick solution. In this guide, you'll find everything you need to open, negotiate, and win a dispute without getting lost on the platform. Deadlines, reasons, evidence, refund types, and support channels.
You'll not only see when to open a case and what documentation to prepare, but also how to navigate the app if an email link fails, what happens if the seller doesn't respond, and why it's sometimes better to choose "Refund Only" than to return the product. We also include Practical recommendations to avoid disputes and shortcuts for talking to AliExpress when it's time for your team to mediate.
What are disputes on AliExpress and how do they work?
On AliExpress, a dispute is the formal mechanism for resolve a problem between buyer and seller When the order doesn't meet the promise. First, a direct settlement is attempted; if that doesn't work, the platform team intervenes to review the evidence and issue a resolution. In practice, the process combines Negotiation with the seller, provision of evidence and strict deadlines which should be respected.
The platform activates the "Open dispute" button from the 11th day after submission and handles specific time windows: it usually takes between 7 and 15 days to resolve if there is an agreement, although a dispute can be extended. up to a month when AliExpress mediation comes inIf neither party is satisfied, it is possible to appeal to have the evidence re-evaluated.
When you should open a dispute
First of all, try to speak cordially with the seller about the order details. If there's no solution, move to a dispute when these common and documented scenarios occur. The key is to Align the motive with clear evidence that supports your case.
1. The package does not arrive within the estimated time
AliExpress provides a guideline delivery time based on the shipping method. Typically, this takes between 15 and 45 days for standard shipping, around 12-20 days for ePacket, and approximately 8-15 days for premium options. If your order exceeds the protection limit without being delivered, you are entitled to open a "not received" dispute. It's important that you report the delay and that the tracking confirms that the order has been delivered. there was no delivery within the protection period.
2. Delivery to wrong address
This could be due to incorrect labeling by the seller or classification errors by the carrier. If the tracking number says "delivered" but you haven't received anything, ask the seller for proof of delivery. If the address or postal code doesn't match, Provide screenshots of the tracking and your address on the order to support the dispute.
3. Quality problems
Scratches, dents, discoloration, poor finish, faulty components, or functions that don't work as expected are all valid reasons. Upload clear photos and videos showing the fault and, if applicable, shows the correct use so that they cannot attribute it to mishandling.
4. The item does not match the description
Model errors, specifications, or missing accessories when the listing promised otherwise. For example, ordering an RC car with 4 batteries and receiving one with 2. Support your dispute with screenshots of the product listing, selected variants, and clear comparisons between what was announced and what was received.
5. Items damaged during transport
If the packaging arrives damaged and the contents are damaged, take photos of the package inside and out, as well as the product itself. AliExpress often rules in favor of the buyer when there is evidence of poor protection or handling. The best evidence is Images of the packaging and video of unpacking showing the damage.
6. Missing parts or accessories
When components or units are missing, an opening video showing the seal and the complete contents is ideal. This footage reduces objections and strengthens your position. Accompany it with a comparative list of what the offer included and what it included. what is actually in the box.
7. Wrong items
If you receive a different product than the one you purchased, document the discrepancy directly: labels, model, color, or size received versus those purchased. A short video identifying the SKU and variant can be decisive. Remember to add screenshots of the order with the correct variant.
8. Duplicate charges
In the event of a double charge, upload bank statements showing the dates and amounts, as well as the order reference. It's also a good idea to indicate if there was a connection outage or platform maintenance. This is usually resolved with a "Refund Only" for the double charge, provided that the proof of payment is unequivocal.
9. Other accepted cases
You can also dispute the situation if there's no reliable tracking information, if the carrier returns the package to the seller without notifying you, or if the shipment is held in customs without progress. Attach the tracking status and any communications received so this is clear. that the incidence does not depend on the buyer.
What to prepare before opening a dispute
A solid dispute relies on order and clarity. Gather the order number, screenshots of the product information sheet, selected variants, specifications, and messages with the seller. The more complete the dossier, the more agile and favorable the analysis will be.
Add photos and videos. An unboxing video that starts with the unopened package and shows the contents from start to finish is golden. If there's a functional defect, record proof of use. If there was a mix-up with the variant, show the labeling and SKU. And don't forget. upload screenshots of relevant conversations.
How to open a dispute from the AliExpress app
The app's process is simple, but there are key nuances. The "Open Dispute" button is typically enabled on the 11th day after shipment. Additionally, after delivery, there is usually a 15-day window to activate mediation if an agreement is not reached. Keep these details in mind to don't miss the deadline.
Step 1: Enter order details
Go to Account → My Orders → All. Locate the order and tap "View Details." From this screen, you can contact the seller or initiate a dispute if it's already available. Check the logistics status and keep your evidence visible.
Step 2: Click "Open Dispute"
Within the order details, you'll see the button at the bottom of the screen. If it doesn't appear yet, wait until the 11th day has passed since shipping or until the status changes. If you can already, continue and select the resolution method that best suits you.
Step 3: Choose the resolution
You'll have two options: "Refund Only" or "Product Return." Under "Refund Only," you request a full or partial refund without returning the item. Under "Product Return," you send the item back and receive a full refund; return shipping costs may apply. Please note that due to customs and shipping, It is worth choosing "Refund Only" if the item is bulky or of low value.
Step 4: Complete the form and upload evidence
Describe the reason, indicate the refund amount you're requesting, add details, and attach photos or videos. The video limit on the platform is 2 GB; if you need more, upload it to an external service and paste the link in the description. Be direct: prioritize the main defect and avoid getting bogged down in minutiae.
Once the dispute is submitted, the seller typically has 15 days to respond and negotiate. If they don't respond within that time, the dispute will automatically be settled in your favor, and in about 10 business days, you'll receive the money back to the payment method you used. If you reach an agreement within those 15 days, you can cancel the dispute. Remember that if anything changes afterward, you'll have to open a new one before the protection expires.
If there is no agreement within 15 days, the dispute becomes a claim, and the AliExpress team reviews the evidence and decides. There's no need to wait that long: you can request mediation starting on the third day if the dialogue stalls. During the process, the platform may set response times of 2 to 7 days; if you miss this time, you run the risk of having a ruling against youYou can always appeal the decision from the dispute status section using the "Request" option.
How to view and accept refund offers from the app
If you received an email asking you to "accept or reject" an offer and the link takes you to a blank page with an error, you can manage it directly from the app. The goal is to access the order dispute details and accept or reject the seller's proposal without relying on email.
Recommended route in the app: Account → My Orders → All → Select the order → View Details → Dispute/View Dispute. Inside, you'll see the "Agreements" or "Seller Offer" section. From there, you can accept, reject, or counteroffer. If it doesn't appear, go to Account → Customer Service → My Cases/Disputes, or check your Messages inbox in the disputes tab on Aliexpress. Alternatively, use the web version from a browser and log in to go to My Orders → View Details → Dispute. Avoid missing deadlines: If you do not respond in time, the platform may close the case with the last proposal..
Practical tips for winning a dispute
Read the dispute policies in the AliExpress Help Center. Knowing what the platform accepts and what evidence it requires saves you time and improves your chances. Understanding the framework reduces surprises and allows you to build a strong evidence narrative.
Keep records from the first minute: screenshots of the product listing, variants, dates, listings, and messages. Some sellers modify descriptions over time; your screenshots preserve what you saw when you purchased and They will protect your claim.
Always record the unboxing. Start the video with the package closed, cut the seals on camera, and show the contents step by step. If something doesn't work, show how to use it correctly. This type of evidence reduces arguments and shortens mediation.
Respond quickly. The platform can set windows of 2 to 7 days to provide information or accept offers. Acting within the deadline avoids unfavorable automatic resolutions and maintains control of the negotiation.
Maintain a professional and respectful tone. Most sellers cooperate better if they perceive you as serious. Propose realistic solutions, provide clear evidence, and avoid disqualifications. They tend to be more flexible, even with refunds without return when fault is evident.
Whenever possible, write in English. Internal reviews and some vendors use that language as a standard, which reduces misunderstandings and speeds up the response. A short, clear text in English makes it easier to review your case.
How to prevent disputes on future purchases on Aliexpress?
Check reviews and ratings. If a seller has more negative comments than positive ones, avoid them. This is an indicator of poor service or inconsistent shipping, and if there's a problem, may not cooperate during the dispute.
Read the description and specifications thoroughly. Many disputes arise from assumptions. Make sure you understand the sizes, voltages, compatibility, and package contents. This will reduce disputes on Aliexpress due to "misunderstandings" and position you better if a real problem arises. the product sheet in your favor.
Ask the seller if an important detail is missing. Don't assume anything. Confirming before buying avoids surprises, and if something goes wrong later, your previous messages serve as a backup. agreed expectations test.
If you can't open a dispute: causes and solutions
There are several reasons why the button may not be available: it may not have been 11 days since shipping, or you may need to wait for delivery to activate the 15-day mediation window. It may also be that the order status hasn't been updated and remains "shipped." In these cases, wait and try again; remember that full protection lasts for around 60 days. Don't let it expire: check the protection counter in the order details.
If you get an error when uploading evidence, check the format or file size. Reduce the video size or use an external link when necessary to explain the error. And if none of this works, contact support via 24/7 chat or email so we can help. manually enable the option or review your case.
Returns and refund types
On AliExpress, you can request a full or partial refund, or a replacement product. The "Refund Only" option is usually the most convenient if the item is of low value or returning it to China is expensive due to shipping and customs fees. When the return is appropriate, the system generates a label and tells you the carrier. Under "Product Returns," remember that Return shipping costs may apply unless the seller offers free returns..
Common reasons for returns include a product not as offered, defects, the wrong item, or an exchange within the seller's legally permitted timeframe. Once the return is approved and the seller receives the package, the order will be marked "refund issued." The refund will take 3 to 20 business days to appear in your payment method, and is often posted within 15 days. Please retain the return shipping receipt and Upload the tracking number if requested..
Some listings display the "free return" icon. In these cases, you pay no fees and can sometimes arrange home pickup. Before shipping, be sure to use the label provided by AliExpress to ensure the process is traceable and have no problems with the refund.
Where to submit a return in case of disputes with AliExpress?
Depending on the method assigned by AliExpress, you can leave the package at Correos Group offices if it is managed by Correos or Correos Express. If the label corresponds to other operators, such as CTT Express, consult their authorized points. Follow the carrier's instructions and Pack the item properly to avoid rejections.
Contact AliExpress when you need help
You have several ways to contact us. The online chat operates 24/7 and resolves most common issues. You can also use the Help Center to browse solutions and open cases. For email inquiries, the buyer support address is AEBuyerService@aliexpress.com, where you can report your issue with order number, summary and attached evidence.
AliExpress maintains a presence on social media such as Twitter, Facebook, and Instagram, which are useful for specific incidents. There is a WhatsApp number for general platform support: +86 571 8656 3839. If you are in Spain, there is a phone number for their physical store in Madrid (not an online dispute channel): 618 97 23 38, open Monday to Sunday from 10:00 a.m. to 22:00 p.m. For disputes on AliExpress, prioritize the chat and the Help Center, which They are connected to your history and evidence.
Key deadlines you shouldn't lose sight of
Always keep these milestones at hand: the dispute button is usually activated 11 days after shipment; the negotiation window with the seller is 15 days; if there's no agreement, you can escalate to a claim from the third day; if the seller doesn't respond, you automatically win, and the refund arrives in about 10 business days. In total, a case can take a long time. up to a month if AliExpress mediates. Also check your general protection (about 60 days) to ensure you're covered.
With a methodical approach—clear evidence, concise messaging, a careful choice between "Refund Only" and "Return Items," and strict adherence to deadlines—handling disputes on the AliExpress app is no longer a headache.
If something doesn't work, go to the order details to accept offers without relying on email links, use the 24/7 chat when you need a boost, and remember that a good recorded unboxing can be the proof that tips the scales in your favor, allowing you to get your money back or a replacement in the shortest possible time. Share this guide so more users can learn how to resolve disputes on Aliexpress.