They carry a lot of disappointment. It's good that there is a dispute system that protects the money of each buyer. However, not always everything goes smoothly and the dispute can be lost. What to do, if dispute on Aliexpress lost? In this article, we will try to understand you.
Why can I lose a dispute on Aliexpress?
I would like to remind you that in one of the previous articles we have already figured out how to conduct and win a dispute on Aliexpress. Now we will talk about the reasons why you can lose a dispute on Aliexpress:
- Incorrectly or incomprehensibly stated problems with the goods in the description of the dispute. It is not necessary to compose big stories about your unfulfilled hopes. Make your appeal short and clear. First describe the main problem with the product, and then the secondary ones. If there are many complaints about a product, you can make a list in circulation, numbering all the problems.
- There is no evidence of product problems. Without evidence, you can only win disputes about non-receipt of goods. In this case, the track number serves as evidence. In all the rest controversial situations you need to provide photos and videos, without them you will not be believed.
- The evidence does not convey the problem with the product well. A video shot in the twilight or a blurry photo is a common reason for losing a dispute. Make sure your evidence conveys the essence of the problem with the product.
- Request for unreasonably high compensation. If you do not want to lose a dispute on Aliexpress or bother with returning goods to China, indicate an adequate amount of compensation. The full amount of compensation can be requested only if the goods are not received, received broken or defective and cannot be used if they did not send what you ordered.
Always try to shoot a video that clearly shows the defect in the product. If you can't make a video, at least take a photo good quality. If there are not enough photos to describe the problem (3 photos and 1 video can be attached in a dispute), make collages.
If the product has a defect that is easily removable or does not interfere with its use, if the product does not meet the declared characteristics, if the item does not fit in size, is poorly sewn, sheds, etc. - you should ask for partial compensation or ask for full compensation with the return of the goods to the seller.
What to do if the dispute on Aliexpress is lost?
Let's take a look at step by step what to do if dispute on Aliexpress lost:
The history of the most unsuccessful dispute
In order to better understand the plan of the above actions, I will talk about my most unsuccessful dispute on Aliexpress, which ended up in a positive way. Everything started well, I found a lot with a women's down jacket with no reviews, but with a very responsive seller (read here how to check a seller on Aliexpress). He answered all my questions, helped me decide on the size, sent real photos of the goods.
In general, nothing foreshadowed trouble. But what was the surprise after receiving the goods. The down jacket was with a hole, the lines diverged, it was all stained, the buttons were rusty, and it also had a terrible smell. It was not possible to agree on a settlement with the seller and I opened a dispute.
The product defects were so obvious that I was too lazy to make videos and photo collages with product defects. Somehow I composed the text of the appeal, uploaded 3 photos and opened a dispute. In the dispute, he asked for full compensation without returning the goods. But Aliexpress made a decision on the dispute "Return of goods and money."
I wrote to the support service before the end of the dispute, described the situation and asked a question. I was told that everything is fine and this is not the final decision, and that another decision on the dispute will be added. As a result, there was no additional decision, the “Return of goods and money” decision became final and I was given 10 days to send the goods to China.
I again wrote more vicious messages to the support service, to which they suggested that I do nothing, wait for the dispute to end and file an appeal through them. This dispute on Aliexpress was lost and ended without any compensation, after which I filed the first appeal through the support service.
After a couple of weeks, the appeal was approved and I was informed that the money would be returned. The next day they returned the money to me, but only 70% of the cost of the goods. Of course, this did not suit me, because the product was not at all wearable. So I wrote back to support and filed a second appeal. After some time, I got my money back.
The entire dispute process lasted more than 2 months. I was fooled many times, I had to double-check the actions of the support staff, but in the end I received full compensation and did not lose money. So, if you lost a dispute on Aliexpress, be patient.
All this could have been avoided if the text for the dispute had been written correctly, there were more photos and a video had been added. Having regretted spending the extra 10 minutes, I had to contact the support service for more than 2 months. So don't make that kind of mistake. If you liked this article, subscribe to our website updates to be the first to know about new publications.
Friends, do not forget that you can save on every purchase on the Internet! To do this, you need to use cashback for Aliexpress. best service to receive cashback -
is an extremely reliable site, but sometimes it happens that sellers fail and work not entirely on their conscience, and someone even openly scams. It is very good that the site has a well-thought-out refund system, in particular disputes. Although not always everything goes smoothly and the dispute can be lost. So what do you do if you lose an argument? Aliexpress? Let's look into this issue.
Why can a dispute on Aliexpress be lost?
Lost a dispute on Aliexpress
As a rule, everyone says with one hundred percent certainty that if you are right and the seller with Aliexpress you really deceived in something, then you will definitely get your money back. But there are exceptions to any rule, and especially the quirky Chinese in some incomprehensible way manage to prove that they are not to blame for anything, and then the dispute is closed in their favor. This situation occurs for several reasons:
- You did not explain very correctly or not quite clearly in the dispute what was wrong with your product. And this is not fiction at all, it seems to be how it can not be described as it should be, but it really is possible. As you know, all communication takes place on English language, and therefore if you run the message through the translator, it may turn out to be incomprehensible, especially if you write large and complex sentences.
- In addition, sometimes buyers do not immediately think over the text of the message, they write on emotions and their thoughts are confused. Therefore, always think about what you write about and write the text in advance. First, describe the main problem with your purchase, and then the rest. If you have too many claims, then you can make a list of them and number them. That will be much easier.
- You provided incomplete or no evidence of problems with the purchase. Without proof, you can only win in a dispute when the goods did not arrive. And even then, at least a track number is provided here so that the administration can check it. In other cases, photos or even videos are indispensable.
- Your evidence is not of good quality. For example, if you shoot unpacking the parcel on video in the twilight or your photos are fuzzy, then this is a direct reason for losing the dispute, since the administration simply will not understand anything.
Therefore, always try to shoot clear videos and photos, where all the defects of the goods are perfectly visible. If it is not possible to shoot a video, then at least take a good quality photo. It is allowed to upload only three photos to the dispute, if this is not enough for you, then create collages from several photos.
- You have requested too much compensation. If you want to win an argument on Aliexpress and do not send the package back to the seller, then try to request an adequate refund amount. You can ask for the full amount only in such cases when the goods were not delivered, arrived defective or broken and cannot be used.
If the product has small defect, which is not displayed in any way on its performance, it does not correspond to the declared characteristics, did not fit in size, is poorly sewn, and so on, you can request a partial refund or a full one, but then you will have to send the parcel to the seller.
What to do if the dispute on Aliexpress is lost?
If it so happened that the dispute on Aliexpress you still lost, then not everything is lost and the money can still be returned. In such a situation, your actions will be as follows:
- First of all, don't even think to panic - all is not lost yet.
- After the dispute is over, you will be asked to fill out a short questionnaire, where you need to tell us that you were not satisfied with the resolution of the dispute and that it was dishonest.
- On Aliexpress there is a customer support service and you can always contact the online chat. To do this, go to link and select .
- Please indicate here why you are contacting the administration. Most likely, you will not find the right reason, so just select the one that suits your situation and click on again.
- Now you will go to the chat with the operator itself. Here you need to select the order number and write a message to the operator. In no case do not be rude and do not threaten, as this will not only not help you, but will make it even worse. Often, operators redirect applicants to more competent departments. This is done automatically and is normal.
- You can contact the operator in Russian, which is quite convenient, since not everyone uses English. Describe the situation and say that you have all the necessary evidence. It is better to prepare them in advance. Most often it is suggested and send pictures and videos of the product. Be sure to do this and do not forget to specify what kind of compensation you are counting on.
If the operator did not want to help you, then do not be discouraged. Just refresh the chat or open it again in a new window. You will contact another operator who will help you solve the problem.
When the appeal is filed, then contact the chat again, but the next day. Tell the operator again about the problem and tell them that you have filed an appeal. It is advisable to tell her number and ask if everything is in order with her and if all the files have been uploaded. If they answer you in the affirmative, then contact the chat after a while. Operators will usually tell you exactly when your appeal will be considered.
On the day of your appeal, please contact the chat again. If it has not yet been considered, then ask to expedite this process, or you will immediately be informed of the decision. If it is positive, then you will know the date of the approximate refund. If the decision does not suit you, then file a new appeal.
Video: How to File a Complaint After Closing a Dispute - Aliexpress Issue Resolution
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In this article, we will talk about such an important point as opening and maintaining a dispute (dispute) on Aliexpress. And we will try to understand the following questions:
In general, we will figure out what needs to be done in order to win a dispute on Aliexpress and get your money back as quickly as possible.
It's no secret that goods from Aliexpress may not arrive in good condition, with defects that do not match the description, or they may not arrive at all, lost somewhere along the way. Things happen.
The money for the defective goods has already been paid, the seller is in China - what to do?
It is to resolve such situations that the Aliexpress administration introduced such a tool as Dispute or Dispute call it what you like, it makes no difference.
A dispute with the Aliexpress seller will allow you, firstly, to inform the seller that his goods are not working or have not arrived, and secondly, to demand a refund of the money paid.
Basically, this is the most simple circuit conducting a dispute on Aliexpress. You told the seller that his product was broken, and he returned your money (or part of the money) for this. And quite often it happens that everything happens (especially with cheap goods). The seller does not want to waste time arguing with the buyer, even less does he want to shine in front of the Aliexpress administration, so he simply offers to return the money for the goods in exchange for a good review from you. I think everyone noticed that 98% of all reviews on Aliexpress are positive, although products with jambs are not so rare.
The situation is more difficult with more expensive goods or just stubborn sellers. In such cases, the return of money can be another headache.
First, you will be taken to the order information page. At the very bottom of this page there is another link “Open a dispute”, click on it, and start filling out something like a questionnaire. And the first thing you need to specify is what exactly you want from the seller.
Reasons for opening a dispute on Aliexpress
- Problems with the delivery of goods
- Order protection is already expiring, but the package is still on the way
- The transport company returned the order
- No tracking information
- Problems with customs
- The seller sent the order to the wrong address
After choosing a suitable reason, all you have to do is write a small comment to the seller and (for now, if you wish) attach a couple of photos or even a video.
What can be demanded from the seller in a dispute on Aliexpress?
The choice here is not large, you have only two options:
Refund- you demand that the seller refund your money for the goods. You do not want to return the item to the seller. The best option, believe me, you do not want to send the goods back to the seller.
Return of goods and money– you want to return the money for the goods and are ready to send it back to the seller. Not the best idea - shipping to China costs money, something around $ 20. Parcels from Russia to China go no faster than from China to Russia. And you will receive a refund only after the goods are returned to the seller.
The situation is a little easier with sellers who have a so-called « » . Here you need to pay for the delivery of goods only to the seller's warehouse in Russia (usually Moscow). And the seller will pay the costs of shipping the goods to China.
Well, the money will be returned to you as soon as the goods arrive at the warehouse, and not in China.
All sellers have a local return, as well as simple sellers who have such a guarantee:
On the one hand, when returning goods and money, the seller breaks down less and willingly returns the money. On the other hand, you spend money on sending the goods back to the seller and wait a month or even more until the package arrives (and God forbid something happens to it on the way). Which option to choose is up to you.
What to write to the seller in a dispute?
What should we write in a dispute on Aliexpress? Yes, not much at all. In just a few words, describe what you ordered, what you received, and why you want a refund. Specify the shortcomings of the goods , again without any detailed descriptions: the smartphone does not turn on, there is a bad smell from the T-shirt, there is a crack on the screen, the case is scratched, and so on.
You do not need to crucify in front of the seller, as you are very upset by a low-quality product. He does not care.
It is also worth uploading a couple of photos of low-quality goods . Close-up take pictures of scratches or cracks. If your smartphone does not turn on, connect it to the charger and take a picture that nothing is happening.
In general, if even at the post office you suspected that something was wrong with the parcel (shards ring, for example), Can you make an unboxing video? . This the best option.
At first, this is more than enough. Open a dispute and wait for the seller's response. Depending on what he answers, we will think about what to do next.
In what language should I correspond in a dispute on Aliexpress?
Well, in general, you will receive all messages from Aliexpress and from the seller in English. You can also express your requirements in English. Although there will be no difference if you write in Russian. That you will translate your message in the translator that the seller, all the same.
During subsequent correspondence with the seller, if any, you should refrain from rudeness, obscenities and other nonsense. Yes, the seller will put pressure on pity, demand proof, offer their own solutions to the problem, etc.
We remain calm and carefully read everything that the seller writes to us. If he asks for any evidence, we present it. Again, everything is within reasonable limits - a video for 3-5 minutes, normal quality is enough, no need to shoot blockbusters.
If the seller requires some kind of dance with a tambourine during this video that you cannot perform, just write to him - that it is not possible to fulfill the request. If anything, you can always wait for the intervention of Aliexpress, where the evidence requirements will be more adequate.
If you shed a tear after the seller’s pitiful story about his plight and are already thinking about canceling the dispute, think again if you live well enough to essentially just give the Chinese the Nth amount of money. In addition, if you opened a dispute in last days the expiration of the Buyer Protection period, it will no longer be possible to reopen the dispute.
And again, be careful with what the seller offers you. You don't have to take the seller's word for it, never. Do not close the dispute because of the promise of a refund bypassing Aliexpress or some good discounts.
The seller may offer you to repair the goods at his own expense and pay the cost of the repair. Do you need it?
The seller can accept the dispute, but at the same time change its conditions - instead of "Refund" put "Return of goods and money". Double-check before agreeing to his offer.
And now let's talk in more detail about the timing when opening a dispute on Aliexpress.
Terms of opening and conducting a dispute on Aliexpress
As mentioned above, you can open a dispute on Aliexpress:
Not earlier than 10 days from the date of shipment of the goods- namely sending, the time of verification and processing of the payment is not taken into account.
And no later than 15 days from the date of confirmation of receipt of the goods It doesn't matter when you received the item in the mail. The time will start counting only when you confirm receipt of the goods on Aliexpress.
There are cases that Aliexpress does not allow you to open a dispute if the goods are not received. In this case, users receive messages like:
According to our records, your package has already arrived in the country of destination. She will be coming to you very soon! Most parcels are delivered within the time specified by the seller. If you do not receive your package by ****-**-**, open a dispute and we will help you find a solution.
In the message, you are offered to wait until the deadline for the delivery of the goods and only then open a dispute. That is, you have only 15 days to open. An unpleasant rule, you will agree.
However, there is a small life hack:
- First you need to open a dispute
- Disable internet
- And then, in the “Did you receive the goods” garf, select “No”. In this case, the system, instead of the specified message, will allow you to fill in all the other fields.
- Turn on the Internet and click the "Submit" button
While it works.
This is with regard to the timing of the opening of the dispute. Now let's look at the terms that apply when conducting a dispute on Aliexpress.
7 days- that is how much is given to you with the seller to resolve the dispute. The countdown starts from the moment the dispute is opened, regardless of whether the seller accepted it or not.
During these 7 days, you will find an exciting or not very correspondence with the seller. As I said, some sellers will by hook or by crook convince you to close the dispute, change the reason, reduce the shipping amount, etc.
After 7 days, the dispute will escalate and the Aliexpress administration will deal with your problem.
5 days- if 5 days have passed since the opening of the dispute, and the seller has not accepted it (just scored, did not answer), the dispute is automatically closed and the money is returned to you.
Perhaps the best scenario. But this is rare.
15-60 days- this is how long it can take to consider an aggravated dispute by the Aliexpress administration. Do not be afraid of the figure of 60 days, it is rather a reinsurance in case of particularly difficult situations. Usually everything is considered in a couple of weeks, or even faster.
5-15 days- this is how much the process of returning money takes in the event of a positive decision by Aliexpress.
Exacerbation of the dispute on Aliexpress, perhaps better for you than for the seller. Whatever they say, the administration prefers to side with the buyer. The main thing here is to provide them with all the necessary evidence.
Related video:
Exacerbation of the dispute on Aliexpress
The aggravation of the dispute occurs automatically, after 7 days from the date of its opening.
How to aggravate the dispute on Aliexpress yourself?
No way. It used to be possible, but now it's gone. So before aggravating the dispute, you have to wait a week.
Attracting Aliexpress to the dispute
And now the omnipotent administration of Aliexpress intervened in your dispute. What's next?
The first thing Aliexpress will do is consider your evidence provided earlier. At the same time, your correspondence with the seller will not be taken into account when resolving the dispute, no matter what you agree on there, no matter what stories you tell each other.
And here is the first important point. If Aliexpress considers your evidence insufficient, and most likely it will be. You will receive a message with the following content:
Don't worry, no one has thrown you. This is just a suggestion, for now. But in the details of this message you can find interesting information about what evidence you need to provide in order to return the money.
Usually these are photos and videos. It would seem, why not immediately send all this evidence when opening a dispute?
It’s just that usually Aliexpress has certain requirements for this evidence, for example: you need to shoot a video where your smartphone is connected to a charger and does not show signs of life, and another device is connected to a nearby outlet, which is charging normally.
This is done to make sure that the goods are not working properly, as well as to exclude the option of falsifying evidence.
Requirements change periodically from case to case. So it’s better to find out exactly what Aliexpress will require from you specifically.
Yes, you have a specific time frame for providing evidence(usually 3 days) so don't miss it.
Then, for some time, Aliexpress will consider your evidence and make a decision.
There may be several solutions. For example, I had two for a faulty smartphone:
1 decision- partial refund, about 90% of the order value. Apparently they deducted the cost of shipping, a gift case, etc. The phone remains with me.
2 solution- a full refund, but subject to sending the phone back to the seller.
I made the first decision, the seller made the second. After a couple of days, Aliexpress took my side and decided to partial refund money.
It may also be possible that the seller himself agrees to return the money to you.
And there are times when Aliexpress decides not to return anything to you, declares you a fraudster and blocks your account. Yes, that happens too. But this happens mostly really with scammers who have open disputes for almost every order. Allegedly, all goods are defective, etc.
In general, the decision of Aliexpress on your dispute depends primarily on your evidence and the evidence of the seller, your reputation with him and the history of previous purchases are also taken into account. If in a relatively short period of time you have opened several disputes (no matter for what reasons), then problems may arise.
In general, you should not worry about the fact that you had to open a dispute on Aliexpress. If you are right and they really sent you a low-quality product or did not send it at all, they will refund your money without any problems. You just have to spend a little time.
How to change and edit a dispute on Aliexpress
If you made a mistake when specifying the reason for the dispute, or the seller still told you to change it, you agreed with the seller for a different refund amount, and in general, if you need to change something or add to the dispute, you can do it without any problems.
To do this, just press the button "Change" and make the necessary changes.
In fact, you will be prompted to fill out the same questionnaire again as when opening a dispute.
Specify another reason for the dispute, change the refund amount and confirm.
You can't change an aggravated dispute.
Refund from Aliexpress
We won the dispute, when will the money be returned and where?
Everything is simple here. Money from Aliexpress is returned to the details from which you paid for the order. paid bank card, on it and return the money, etc.
As for the terms of the refund, they are as follows:
In my case, the money was returned 12 days after the decision was approved by the Aliexpress administration (returned to the Sberbank card)
It is impossible to send claims to sellers on AliExpress in accordance with Russian law. Administration trading platform has created its own buyer protection program from unscrupulous sellers, according to the terms of which a complaint can be filed or a dispute opened. How to write a complaint to AliExpress and restore the rights violated by the seller? More about this in the framework of this article.
General rules for writing complaints on AliExpress
Registered users are entitled to use the buyer protection program in the following cases:
- the goods have not been received;
- The product received does not match the characteristics described on the site.
A timely complaint and an open dispute will allow you to issue a refund. How to complain and how to send an appeal to AliExpress, users decide on their own.
Buyers have the right to file a complaint against any AliExpress seller if there are circumstances that allow us to conclude that there is a violation of the rules of the trading platform, including:
- in case of violation of rights intellectual property(IPR protection) - the administration of the resource stops the attempts of sellers related to the violation of copyrights of manufacturers of goods;
- when offering to purchase goods prohibited by domestic and international legislation, as well as goods prohibited for sending by mail (violations of placement);
- in case of violation of the established rules of trade, that is, in case of fraudulent attempts against the buyer: for example, if there is an early confirmation of the delivery of the goods before the buyer actually receives it in order to receive payment faster;
- upon detection of violations of various kinds, such as duplication of publications, indication of an underestimated price that does not correspond to reality, the use of spam mailings, phishing and the use of other prohibited methods to increase sales.
We recommend that you send a complaint in English - this will facilitate and speed up the process of considering the appeal. Indicate the facts that indicate a violation of your rights as a buyer, attach photo and video evidence. Do not use insults and emotional expressions - a properly executed complaint is equivalent to a formal complaint.
Please note that a complaint related to a violation of the rules of the marketplace may also apply to the buyer. We recommend that you familiarize yourself with the agreement and rules during registration and comply with them.
How to file a complaint with the seller personally
Before filing a formal complaint, contact the seller directly to resolve the issue. Conscientious sellers who care about reputation and positive reviews clients, they try to resolve disputes without bringing the situation to the point of filing a complaint and opening a dispute through AliExpress services.
Send messages to the seller, as well as other requests, in English. To do this, in the order in the "Contact the seller" section, click on the "Send message" link.
If the seller does not respond or otherwise deliberately delays the solution of the problem that has arisen, do not hesitate to file a formal complaint. Restoring the deadline for applications (15 days) and returning the money after the deadline will subsequently be problematic.
Address the seller tactfully, without insults and emotions. Responsible sellers in such cases, in the presence of their fault or factory defects, are willing to return the money in exchange for the return of the goods. Please note that the postage costs for returning the goods are borne by the buyer, therefore, in some cases, with an insignificant price of the order placed, it may not be appropriate to get involved in a conflict and demand a refund - you will remain in the red.
How to write a formal complaint about the seller yourself
A complaint for the purpose of a refund in the absence of a parcel or inconsistency of the declared characteristics of the goods with the real ones is sent within 15 days after the expiration of the receipt of the goods. All this time cash are blocked and the seller cannot withdraw or cash them out. After 15 days from the date of delivery of the products to the buyer, its cost is transferred in full to the seller's account. This is the basis of the Buyer Protection Program.
Each buyer can file a complaint with AliExpress on their own. If you encounter difficulties, use the step-by-step instructions:
If you want to open a dispute, please follow the steps below:
For detailed instructions on how to file a complaint against a seller, see the video:
The status of the complaint is indicated in the "Report Center" section in the "My Reports" tab. To search for a specific case, use the filter, which will allow you to find complaints both by status and by case category. When the status changes, a corresponding notification is sent to the user. You can contact the AliExpress administration directly at the following email addresses: [email protected] aliexpress.com and [email protected] This will speed up the review process.
