How do I gather evidence to prove my claim?
When dealing with disputes, we base our judgment on the evidence provided by buyers. The buyer must provide evidence within 3-7 days (in reference to the email we have sent). Please pay more attention to the email from email@example.com, which is from us to ask some evidence or tell you the statues of the dispute. And buyer can negotiate with seller about returning the goods for refund or replacement.
1. Size problem:
If there is a problem with the measurement of the item you ordered. Please use a ruler or measuring tape to measure the actual size. To measure the actual size of the item, please lay the item flat on a surface along, stretched from the start of the area being measure to the end. Then measure the item using a ruler or measuring tape displaying the measurements clearly. If the item has a label with the measurements printed onto it, please take a photo of the label as well. Please refer to the example below.
The photo on the left is the one we accepted and considered as valid evidence , while the right one is regarded as unclear and cannot show the problem sufficiently.
If you have received the wrong size, you can then either show us the label on the shoes, or measure the length of the shoes insole or the shoes button. You can measure your feet and make a comparison with the size of the shoes in the description. (Please note that the size indicated on the box may not be accurate, and therefore claims that are made due to the size on the box not being accurate will not be accepted.)
Tips: It is common for some button holes to be closed; you simply need to use a pair scissors or a small knife to open the button hole. It is also common to have threads left over that are stitching’s, you can use a pair of scissors to cut the ends of the threads. These are considered normal, and claims for returns based on these points will not be accepted.
2. Description problem:
If you have received a completely different product than that of which you have ordered, please take photos of the package including the tracking number clearly visible so that we can investigate thoroughly.
Attention: Valid evidence should show the product in the picture, screenshot will not be accepted here.
If the product you received is not as described, such as incorrect color, material etc. Please provide us with a comparison between the item you ordered and the one you received.
2.1 Color problem
If the product you received is not the same color as the product you ordered, please send us a comparison of the two, the item you ordered and the one you received.
Wrong size ring: You will need to measure the ring with a finger ring size measuring tool and compare the size with the ring that you have ordered. Please take photos of the ring when measuring the size with the tool and send the photo to us.
2.2 Function problem
If the function of the product you received is not as the one you ordered, please take a photo and indicate to us the difference between the product you ordered and the one you received.
2.3 Material problem
If you think the material of the item you received is not as the one you ordered, then please send us a photo of the label on the item, (see below example). You can also have the material tested by a 3rd party and send us the result in either a video or document format.
3. Quality problem:
If your product has a quality problem or does not work well, please provide clear videos when you test the item. Make sure your videos are long and clear enough to identify the problem. You can upload the video directly to the platform.
To send video for your dispute:
Step 1. Click 'Open Dispute' on the order detail page/Click ‘Respond’ on the Dispute Detail page if the dispute is escalated
Step 2. Click 'Add Video'
Step 3. Upload the video from your computer. Please note you can upload one video only.
Notice: The video should be in 3GP、MP4、MPV、MOV、RM、RMVB、AVI、MPEG、WMV、DAT、VOB、FLV; and the size limit is 200M.
If the product cannot be turned on, then you need to provide us with a clear video of the product connected to the charger; and clearly stating the problem. Make sure you press and hold the power button for more than 3 seconds, while taking the video.
If the earpieces cannot work well, please play the music and show us the sound from both earpieces in the video. If the mic cannot work well please use sound recording App to test it in the video.
Phone or tablet problems:
According the industry standard, the actual RAM/ROM display is 1%-50% less than the actual size indicated in descriptions; that is because system data will occupy some of the storage space. For Example, a phone described as having RAM 2GB when the actual RAM was 1.1GB after being tested by Antutu (a mobile testing App), means that 0.9GB of the space was being occupied by the Phone’s OS. Claims made regarding RAM storage being less than described will be rejected if the storage space is accounted for based on the above example.
You can use Antutu to test features such as CPU, display resolution etc.
If you are having problems with the system language support, you will need to show the specific language you have chosen in settings. (Note: It is normal that some product may not be able to support 100% language translation).
4. Damaged item:
When your order arrives, and you discover that your product is damaged, please take clear photos of the damaged areas. You must also provide a photo showing the entire package the product was shipped in. This will enable us to determine if the package is damaged, or just the product. Please note that if you submit a claim 3 days after you received your product, you will have to provide a damage assessment report from the shipping company that delivered your product to you. Otherwise, your claim cannot be processed by AliExpress.com.If you found that the packaging of your item is damaged upon delivery, please take photos and you may refuse to sign for the package if you wish.
Damaged package: Outer package in good condition:
Damaged products: Damaged phone screen:
5. Missing accessories:
If your product is missing accessories, please provide the names of all the missing parts and take a clear photo of all the items you have received in the current package.
If you received the incorrect quantity of the products you ordered, please take a photo and inform us of the actual net weight of the products you received. Please refer to the example below.
6. Hair products problems.
Claims Not Accepted
Generally, we do accept claims if user reports that the hair is tangled, shedding, nappy, rough, knotted, dry or smelly. Whether your claim would be established, it depends on the thorough review of the case detail, especially the evidence you submitted. If the hair has any of the above mentioned problems due to the reason that you have processed the hair, like perming and dying, your claim would not be supported by AliExpress.
Whether your claim would be established, it depends on the thorough review of the case detail, especially the evidence you submitted.
How to provide the evidence
If you bought an item which is not as described, and the problems are difficult to indicate to us in a photo or video; such as sounds problems with headphones or perfumes that are not as described, you should then return the items in order to receive a refund.
If the hair product does not match the description, please submit a clear photo or video showing the problem. Please follow the following steps when taking photos / videos.
1. Hold both ends of the hair and stretch it so that it is straight.
2. Place the straightened hair next to the ruler, where the length could easily be read
The following examples are valid pictures and videos to use as reference for such claims
Please do not measure the hair in this manner.
If the hair is shedding badly, please upload a clear video to support your claim using the following method:
1. Hold the top of the hair with one hand
2. Stretch out the hair and slide your fingers through the hair, then sliding your hand on the hair from top to bottom
3. Then check your palm facing the camera, so that the shedding hair can be seen clearly
The following examples are valid pictures and videos to use as reference for such claims
If the hair is tangled, please upload a clear video to support your claim using the following method:
1. Get a wide-toothed comb
2. Hold the top of hair with one hand
3. Place the comb horizontally; brush the hair gently from top to the bottom.
If the weight of hair does not match the description, like hair is thinner or not of full bundle, please indicate how many grams were missing. Meanwhile, please submit a clear photo which demonstrates the hair and weight. If you have more than one piece which has the same problem, a video is required to demonstrate the problem of each item.
If the hair has the wave problem, like not as wavy or curly as advertised, please submit a clear photo to support your claim by following below instructions:
1. Take a photo of the hair
2. Take a screenshot of the photo advertised in seller’s store
3. Put the two photos together, circle out the difference with a highlighter, if it is not obvious
If you have more than one piece which has the same problem, a video is required to demonstrate the problem of each item.
7. Lights problems
If you have any specific problems or other faults with the product then please indicate them clearly in the video.
For example: If you have purchased many faulty light bulbs that flickers after installation, then please clearly show this in the video (i.e. take a video that shows a flickering bulb).
If the products arrived without CE certificate as seller promised.
Please show the light bulb and the package that it arrived in, along with all the affected units clearly indicated using labels where possible. Please also show the CE certificate of quality that came with the product.
If the wattage is not as described.
Any information which is listed on the package or the bulb itself should be clearly provided as video or photo evidence. This includes information such as the wattage for example.
If the wattage information on the light bulb or the package is missing then you will need to measure the wattage using a multimeter or a Volt-Ohm meter. A video or photo evidence must be provided which shows that you are measuring the wattage. The results must be clearly visible for the viewer.
If you received a faulty light bulb.
Please provide us with a video showing the comparison between the light bulb you have received and a light bulb that has a similar brightness (i.e. measured using Lumens). You can compare the brightness just by looking with your naked-eye and see which bulb is brighter. If the video shows that there are differences between the two, your claim will then be accepted.
If you bought a faulty torch.
Please provide us with video evidence showing the faulty torch being tested. You will also need to test the batteries, preferably by using them on another device and with clear video evidence that shows the testing procedure.
1.We recommend you provide a screen shot of the transcript you had with the seller, such as from, Email, Skype, TradeManager, or other IM softwares.
2.For returned products, You must confirm the return address with the seller, and provide tracking details when shipping your items back. Please note that you will not be protected by AliExpress without providing shipping confirmation. Please make sure you keep hold of the shipping documents and shipping payment invoices; as they might be needed by AliExpress case management specialists. If the buyer has reached an agreement with the seller to return the items for a full refund, then the buyer needs to provide a tracking number. Otherwise, the buyer cannot be protected against claims such as, items not received by the seller.
?3. For all photos provided as evidence for damaged products, we suggest that you mark the defective areas so that we can identify the problem area clearly.
4. Regardless of the photos that you provide, a clear and complete photo of the product should be clearly shown.
5. If you are submitting photos for multiple defective items, please make sure that you take photos of each defective item separately.
6. If you have purchased more than one item, do not forget to indicate the defects on each single item you purchased separately.
7. If you bought an item which is not as described, and the problems are difficult to indicate to us in a photo or video; such as sounds problems with headphones or perfumes that are not as described, you should then return the items in order to receive a refund.