Home > Help >Disputes & Refunds >

How do I make a refund request?

<< Back to list

 

 

1. I haven’t received my order. What can I do?

 

The orders on AliExpress are protected by Buyer Protection. If you haven’t received your order, please try the below methods to solve the problem:

 

Method 1. YYou can track your order with the tracking number given by the seller:

Go to My Orders > Locate the order > Click Track Order

 

If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact the seller for more shipping information. You may leave a message on the order details page or click Chat Now to chat with the seller online.

 

 

Method 2. Contact the seller for more information. If that doesn’t work, you can always apply for a refund by opening a dispute. Make sure you do this before your Buyer Protection has ended.

 

click here to learn more about how to open a dispute.

 

If you already opened dispute, you can click Dispute in Progress or Dispute Finished on your order list to check the dispute status.

 

Method 3.If you didn’t receive your order and you Buyer Protection is about to end, please click here to contact our Customer Service team.

 

2. The product I received does not match the description. What can I do?

 

If you are not satisfied with the product you received, contact your seller to agree on a solution. To contact the seller, click Contact Now to send them a message. You can also click Chat Now on the order details page to chat in real time with seller.

 If that doesn’t help, you can apply for a refund by opening a dispute. Please make sure you do this before your Buyer Protection has ended. This is how you open a dispute:

Step 1. Sign into My Orders and locate your order

Step 2. Click Open Dispute

Step 3. Fill in your refund request and click Submit

 

 Choose Refund Only or Return & Refund

Please make sure you open a dispute before your Buyer Protection has ended.

 

If the seller agrees to your refund request, or doesn’t respond within 5 days, the refund will be processed. You can click Dispute in Progress or Dispute Finished on your order list to check the dispute status.

 

3. I’m having trouble opening a dispute. What should I do?

 

If you have difficulties opening a dispute, please check the below possible reasons:

 

1. The Buyer Protection period may be over.

Please note that you can open a dispute on the 11th day after seller has sent out your order and within 15 days of the order’s completion.

 

2. There are errors in the dispute form.

The dispute form allow non-Chinese characters. Please remove any Chinese characters and punctuation in the form.

 

3. The form includes an unsupported file type.

Supported file types that can be added in the dispute form include: .jpg, .jpeg, .bmp, .gif, and .png. Each document should be less than 2MB. Please note that word documents, excel sheets and other file types are not supported.

 

If you have already added an attachment but still receive a “Please add attachments” notification, please compress the picture and upload it again.

 

Note: if you have reached an agreement with the seller or the Buyer Protection has ended, you will be unable to open dispute. We would recommend you to contact the seller to reach an agreement.

 

4. What will happen after I've opened a dispute?

 

After you've opened your dispute, the seller will be notified and gets 5 days to reply to your request. For more details on your dispute, please click Dispute in Progress or Dispute Finished on your order list to check the dispute status.

 

 

  If the seller agrees with your request or if he/she doesn't reply within 5 days, you will automatically get your refund. This can take between 3 to 15 working days.

 

   If the seller doesn't agree with your refund request, you can propose a new solution and keep negotiating with the seller. Or you can wait for us to automatically escalate your dispute. In this case we will help you look into the matter and try to find a suitable solution.

 

5. How do I add evidence to my dispute?

 

To upload evidence when you open dispute, please follow the steps below:

 

Step 1. Sign into My Orders and locate your order

Step 2. Click Open Dispute

 

Answer the following questions and click Browse or Add Video to offer evidence, and click Submit

 

 

To add new evidence to your dispute, please follow the below steps:

 

Step 1.Sign into My Orders and locate your order

Step 2.Click Dispute in Progress

Step 3.Click Upload Evidence to offer evidence, or click Remove to delete evidence

 

 

Reminder:

 

1. Only .jpg, .jpeg, .bmp or .png file types are supported (2MB max).

2. If you are not sure which information or evidence should be submitted, please check the notification from our Case Management Team.

6. What is Domestic Returns?

 

Domestic Return is an extra return policy that sellers may choose to offer on AliExpress.com. Products which fall under this return policy can be returned domestically, as long as they are unused and in the original packaging.

 

To learn more about Domestic Return, please click here

 

7. How do I use One-Year Warranty Service?

To protect products such as phones and tablets, you can get a One-Year Warranty. With this service, you are able to enjoy repair or replacement services in your country.

 

Currently, we offer phone warranties for buyers in Russia, Spain, Germany, and the US; and tablet warranties for buyers in Russia.

 

To learn more about our Warranty Service, please click here

 

8. I received goods after get refund. What can I do?

 

If you receive an item after the system has processed your refund, please contact the seller to resolve the issue. To contact the seller, click Contact Now to send them a message. You can also click Chat Now on the order details page to chat in real time with seller.

 

9. How do I cancel dispute?

 

To cancel a dispute, please follow the steps below:

 

Step 1. Sign into My Orders and locate your order

Step 2. Click Dispute in Progress

Step 3. Click the Cancel Dispute button to cancel the dispute

 

 

 Note that if you cancel a dispute and the Buyer Protection period has ended, the payment will be released to the seller.

Please double check whether the dispute has been solved before you proceed with the cancellation.

10. When will I receive refund?

 

The refund caused by order cancellation, refund agreement or mediation will be process instantly from AliExpress account. However, since the banks need some time make clearance, you may need to wait for 3-15 business days to receive the refund.

 

Why the refund is not received?

 

If you haven't received a credit for your return yet, here's what to do:

 

Credit Card Refund and Debit Card: you are advised to check if the refund is made to your USD account. Also, please check if it has been transferred into your local currency.

In addition, please note that some banks may need time for fund settlement. This procedure will also depend on your bank's correspondent relationships.

 

Bank Account Refund: to check if your refund account is correct. If the account is incorrect,

There may be some processing time before the refund is posted to your account.

 

11. I am not satisfied with dispute result. What can I do?

 

After you open dispute, you will be able to check dispute result on dispute detail page:

 

Step 1. Sign into My Orders and locate your order

Step 2. Click Dispute Finished

 

Note: If it shows "Dispute in Progress", it means your dispute is still being processed. Please negotiate with the seller or check the notification from AliExpress Case Management Team in time.

 

Step 3. Check your dispute result on dispute detail page.

 

 

You can also check Dispute History. The latest record indicates the refund amount, and why the dispute finished.

 

 

Step 4. If your dispute was closed by our Case Management Team but you are not satisfied with the result, you can tell us your problem though Dispute Survey within 15 days or click Appeal to appeal the result within 7 days of the case closing.