Install for freeHow to win a dispute on Aliexpress – step-by-step instruction
Shopping on the internet involves a certain amount of risk. Even if the store carefully packs the thing you ordered, something may happen to it during delivery. To solve any problems with the order, the administration of Aliexpress provides the opportunity to open a dispute. This is a mechanism designed to protect the interests of buyers and ensure a fair resolution of ambiguous situations. In this article we will tell you how to properly conduct and win a dispute on Aliexpress. As well as what evidence to present and what answers to give to representatives of the seller and the platform to win.
Might be of interest: How to contact Aliexpress technical support team.
Reasons for disputes on AliExpress
Order did not arrive
If the buyer’s protection time expires, the parcel is unclear where, and the seller asks not to open a dispute and feeds promises – it’s time to do the opposite. This is one of the most popular fraud schemes on AliExpress. Perhaps the parcel could really be delayed, but this is no reason to risk your money.
Delay in delivery
Delivery delays can be caused by a variety of factors. Such as holidays, weather conditions, or customs inspections. If you needed an item by a certain date specified at the time of ordering, but it was delayed, this is a reason to open a dispute. However, if you can wait and you are happy with the price, it makes sense to wait. The main thing is to make sure that the buyer’s protection period does not expire.
The product does not match the description
Sometimes a thing may differ from what was specified on AliExpress. For example, the color, size or material of the product may not match the description and photo. Stores on the platform sometimes use complimentary photos, which makes the item seem bigger and of higher quality. But it is worth bearing in mind that the administration of Aliexpress will take into account only the description. And only the actual characteristics, not subjective, not “big”, “beautiful”, etc.
Low-quality goods
The thing corresponds to the characteristics, but is broken, torn, stained, etc. This can also include cases when the thing sent is a fake. Be especially careful when buying offers of non-Chinese brands, carefully study the reviews.
Defective goods
Even if it came exactly what you ordered, but the thing is damaged, you should open a dispute. In this situation, it is important to start collecting evidence before opening the parcel. On how to do this correctly, information will be given below.
Wrong specifications
The item came the one you need, but in a different model, color, size, etc. For example, you ordered a 16GB flash drive, but it came in 8GB; you wanted a pink dress, but it came in yellow, etc. This indicates a negligent attitude of the store representatives to your purchase and deserves to open a dispute. Especially if the item came worse in terms of characteristics.
What is the right way to argue with the seller
If there is a delay in sending the parcel, wait 10 days and write to the seller before opening a dispute. If you want to dispute a completed order, you will have 15 days to do so. An order is considered completed if:
– the buyer has confirmed it;
– the buyer’s protection time has expired;
– post has confirmed the delivery.
To open a dispute, go to the section with your orders, find the desired purchase and click “Open a dispute”. The page with the details of the purchase will open, click on “Open a dispute” again.
Opening a dispute is the first step. Now you need to win it, and for that you need to collect evidence.
Evidence in a dispute
In order to win the dispute, you will have to provide representatives of the store and the administration of Aliexpress with strong evidence that the paid funds should be returned to you. As evidence to win can be attached:
1. Unpacking video
Try to write on your phone’s video camera the unpacking of every single valuable purchase. The video should be without editing and splices, the thing should always be in the frame. First, take a close-up shot of the packaging from all sides, all stickers, inscriptions and track number. Try to check the working properties of the item on the same video. Keep the video as long as there is an opportunity to open a dispute on this order and win.
2. Photos of the product
Take high-quality photos of the disputed item that clearly show problems or defects. Take pictures from different angles and show all the problem areas. Good lighting and image clarity will help create convincing evidence to win.
3. Screenshots of correspondence
If you have had correspondence with the seller regarding a problem with your purchase, take screenshots of those messages. This will help confirm your communication and indicate that you tried to resolve the issue through dialog.
4. Problem Description
Carefully describe the problem with the order and the details that are causing your dissatisfaction. Be clear and objective. If possible, compare the products you received with the description on AliExpress to demonstrate the discrepancy.
5. Expert Opinions
If you are able to get an expert opinion about a problem with the product you received, attach it to the dispute to win. For example, you can contact a craftsman or specialist in the field related to the item you received to get a written opinion on its condition.
6. Documents
Any documents related to the movement, receipt and operation of the ordered products.
Using this evidence you will be able to successfully conduct and win a dispute on Aliexpress.
Dispute escalation
If the attempt to peacefully settle the dispute with the seller did not lead to the desired result, despite all the attached evidence, you can escalate it. The escalation of the dispute is the involvement of a representative of Aliexpress as an arbitrator in automatic mode, if the issue has not been resolved within a certain time. Usually 7 days are given for this.
Consideration of the dispute by the administration of Aliexpress also lasts about a week, but it can end the same day if one of the parties has strong evidence to win. The decision of the arbitrator can also be appealed.
In what cases you can win the dispute without returning the order
Usually it is not necessary to return the parcel, especially if it was lost on the way. However, if the dispute escalates, the representative of Aliexpress can oblige you to return the purchase at your own expense or at the expense of the store. Otherwise, you may receive only part of the compensation or not at all. Winning a dispute without returning the goods is not always possible.
Won the dispute on Aliexpress, and the goods came. What to do?
In case the purchase came anyway, you can either keep it or contact the store and, if necessary, assess the possibility of a refund through the platform. Keep the correspondence and, if necessary, contact the platform support for further assistance. Situations when you managed to win a dispute on Aliexpress, it was closed and the money was returned, and the purchase came, happen often.
How to conduct a dispute to win
- Try to write to the seller and mediator Aliexpress in English. If your knowledge with the use of a translator is not enough, ask your friends or relatives for help;
- Try to argue with all parties in the dispute with restraint in order to win, even if you are emotional. Rudeness can make it difficult to achieve a positive result for you;
- When you write, be careful to include all the details and the correct reason for the dispute;
- Do not give in to complaints from store representatives and requests to close the dispute. If you do this, the administration will not be able to help you get your money back;
- Watch the time. Most of the stages of the dispute is limited to a different number of days. If you fail to respond within the specified period, you may lose the opportunity to return the funds and will not be able to win the dispute on Aliexpress.
Disputes can be avoided if you order only from reliable Aliexpress stores. To find such stores you can use the free browser extension AliHelper. It will show an objective detailed rating of the seller AliExpress on 5 criteria. It will also help you track parcels and discounts, learn the history of price changes, etc.
Now you know how to properly conduct and win a dispute on Aliexpress, what evidence to attach. However, we wish you never to face a situation in which these tips could be useful.
