Install for freeHow to open dispute on Aliexpress
Opening a dispute on AliExpress is a measure that helps the buyer to protect his rights in case of problems with an order. This article provides a step-by-step guide on how to open a dispute on AliExpress in 2025. It also highlights all possible situations associated with this action.
It is worth noting that the reasons for disputes on AliExpress could be significantly lower if you only buy from verified sellers. Rating sellers on Aliexpress will help to make AliHelper. This is a free extension for your browser. It also shows price history, helps track the package, finds similar products and more.
What is a dispute on AliExpress?
This is a process for resolving a conflict between buyer and seller that arises when the buyer is dissatisfied with the quality of the product, its delivery or other aspects of the transaction. This mechanism is considered an important part of the AliExpress platform that provides protection of the rights and interests of buyers.
The key aspects of a dispute on AliExpress
| Dispute Aspect | Description |
| Reasons for Dispute | Disputes can arise if the product does not match the description, arrives damaged, is delayed, or if the buyer is dissatisfied with the quality of the product. |
| Opening a Dispute | Buyers can open a claim case in their AliExpress account, stating the reasons and attaching evidence such as photos, unpacking videos, or communication with the seller. |
| Interaction with Seller | After the dispute is opened, the seller can propose solutions like partial refunds or shipping a new product. Communication happens via the AliExpress platform. |
| AliExpress Intervention | If no agreement is reached, AliExpress can intervene. Moderators review the evidence and make a final decision. |
| Outcome of the Dispute | If successful, the buyer can receive a partial or full refund, including product and shipping costs, depending on the circumstances. |
| Time Limits | Disputes must be opened within a specific time after receiving the product or after the delivery period expires. Time limits vary based on the transaction. |
| Buyer Protection | AliExpress prioritizes buyer protection, allowing them to resolve issues when sellers fail to meet transaction terms or deliver subpar goods. |
In which cases should a dispute be opened?
Non-receipt of the order
If an order has not been delivered within the expected time or has not arrived at all, you can open a dispute on AliExpress to get your money back or get a replacement for the product. This also includes problems with the tracking number. For example, if the seller has not provided it at all or if the number is untraceable or the product appears to have been sent to the wrong address, such as another country. In such situations, it’s important to open the tracking details and check every update carefully.
Receipt of damaged goods
If the product arrives with damage that makes it unusable or affects its external appearance, you can open a dispute on AliExpress to obtain a refund of the funds or a replacement of the product. Don’t forget to open the package as soon as you receive it and document any issues immediately.
Substandard goods
If an item is made of inferior materials or has poor build quality, resulting in rapid wear or unsatisfactory performance, this is a valid reason to open a complaint. The product ordered should come with certain features, components or accessories, and if these are missing, this can also be considered poor quality. Always open the product description and compare it to what you received. If it is not possible to resolve the problem directly with the seller, you can assert your arguments in the form of a dispute.
Product does not match the description
If the purchase does not meet the stated specifications or is of substandard quality, you can also open a dispute to get a refund or compensation. Note, however, that if you bought an item based on the photos in the product description rather than the information given there, you could lose the argument. Unfortunately, many sellers tend to add images or photos that make the product appear more advantageous than it actually is. For example, a “long cable” in the product description might actually have much shorter dimensions, so it’s wise to open all available images and check measurements carefully.
Wrong size or model of product
If the product you received has an incorrect size, color, model or other characteristics, you can open the order details on AliExpress to resolve this issue. However, make sure you have selected the correct options when placing your order and open your order summary for double-checking.
Problems with the payment
If there are problems with the payment of the order, such as double debits or incorrect debits, opening a claim can help refund the funds to your account. You should also open your bank statements and transaction history to verify the payment issue before proceeding.
Step-by-step instructions on how to open a dispute on AliExpress
Log in to your AliExpress account and open the “My orders” section. Find the order for which you want to open a claim dispute.
Open the order page and check the information about the order, including the delivery status, expected delivery date and condition of the goods.
If you have a problem with the order, such as a mismatch with the description, damage to the goods, incomplete composition, etc., click on the “Dispute” button.
Then choose one of two options:
- Goods partially or fully delivered (selected e.g. for quality disputes);
- Goods not delivered (e.g. if the delivery time has expired).
After selecting the delivery status, a list of reasons appears for selection. Select one and describe it below. You can also attach photo and video material.
After opening the argument, the seller has a few days to respond and agree the terms of the return or exchange with the buyer. If this is not done in time, the buyer will automatically receive a full refund.
How to open a dispute in the AliExpress mobile app
- Log in to the AliExpress mobile app and open the “My Orders” section. Find the order for which you want to open a claim;
- The rest of the process is identical to opening a dispute on the AliExpress website.
When to expect a decision
The waiting time for a decision on a dispute on AliExpress can vary depending on various factors. The platform offers some guidance periods, but these can vary depending on the specific situation. Deadlines can vary from a few days to several weeks, depending on the nature of the argument and the stage of its review.
AliExpress strives to resolve disputes fairly, and the platform has an interest in ensuring that the process runs smoothly. Trust the system and give it time to analyze the situation.
How to reopen a dispute on AliExpress
It is possible to reopen a dispute on AliExpress if you have not clicked “Accept”, but only canceled it, the protection period is still valid and the administration has not closed the escalated conflict in favor of the seller. And this may be necessary in a number of situations if you are not satisfied with the results of the original argument. It’s important to note that reopening a dispute is a serious statement and must be supported by convincing evidence. Here are some cases where this might be necessary and how to do it:
- Defective or wrong product received.
- Problems with tracking number or delivery.
- Seller not cooperating.
Opening a dispute again is similar to the first time.
Why a dispute cannot be opened on AliExpress
There are several reasons why difficulties may arise when opening a dispute on AliExpress, and it is important to understand them:
- Expiration of the deadline for the complaint. AliExpress sets certain deadlines for opening a dispute after receiving the goods or after the delivery deadline has passed. If this period has expired, the system may block the possibility of opening a argument.
- Order not yet received. In some disputes, you cannot open a claim if the order has not yet been delivered. Wait until the order arrives and then open a disput if you have problems with the goods.
- Problems with the internet connection or browser. Sometimes technical problems can prevent you from opening a dispute. Try refreshing the page or using a different browser.
- Problems with the website or mobile app. Technical problems with a complaint can also occur on the platform side. If you suspect this, contact AliExpress support to open a dispute on Aliexpress.
- Not all data of complaint entered correctly. When opening a dispute, it is important to enter correct data, such as the order number, a description of the problem and evidence. Errors in this data can lead to failure to open a argument.
- Account blocking. In rare cases, an account on AliExpress may be temporarily blocked due to various violations of the platform rules. In this case, the ability to open a disput will also be restricted.
If you have difficulties when trying to open a dispute on AliExpress, it is recommended that you first check the deadlines and the accuracy of the data of an argument entered. If the problem persists, you can contact AliExpress support for additional help and advice. It is important to resolve disputes according to the platform’s rules to ensure a fair resolution of the dispute.
Conclusion
AliExpress, as one of the largest online platforms for buying products from China and other countries, acts as an intermediary between millions of buyers and sellers. AliExpress’ interest in the fair resolution of disputes between these parties is obvious for several reasons: maintaining reputation, attracting new customers and strengthening the loyalty of existing customers, promoting high-quality services, reducing the risk of fraud and maintaining a positive image.
Platform strives to create a trusting environment for online commerce. Fair complaint resolution is a key element of this strategy. This allows the platform to develop, attract new users and ensure safe and satisfying purchases for millions of consumers worldwide. It’s not enough to know how to open, you need to win a dispute on Aliexpress, read our article on this link.
It is important to bear in mind that the dispute resolution process on AliExpress can take some time. This requires attention in providing evidence and describing the problem. Be patient, never be rude to the seller or the platform representatives, follow the instructions and check the status of your claim regularly. Now you know how to open a dispute on AliExpress.
I had an interesting situation on AliExpress. I ordered a keyboard, paid for it, and the status showed it was shipped. Then the seller messaged me saying the model was out of stock and asked me to cancel the order. But I couldn’t cancel because it was marked as shipped. The seller then told me to click ‘Order Received’ and open a dispute. This seemed suspicious to me. It appeared the seller had assigned a fake tracking number to an item they never sent. I ignored the seller’s requests and soon received an apology email from AliExpress. They stated that the money would be refunded and that appropriate measures would be taken against the seller.