Install for freeHow to Win an AliExpress Dispute: Evidence, Refunds and Step-by-Step Tips
Sometimes an AliExpress order goes wrong: the parcel does not arrive, the tracking shows a strange delivery address, the item is broken, the size is wrong, or the “leather bag” turns out to be something that only met leather in a previous life.
In these cases, a dispute is your main way to ask AliExpress for a refund. But a dispute is not won by emotions. It is won by clear evidence: screenshots, photos, videos, tracking details, order information and a short explanation of what exactly happened.
In this guide, I’ll show when to open an AliExpress dispute, what reason to choose, what evidence to attach, how to write the dispute text, when to escalate the case and what not to do if you want your money back.
Might be of interest: How to contact Aliexpress technical support team.
Reasons for disputes on AliExpress
Order did not arrive
If buyer protection is about to expire and the parcel still has not arrived, open a dispute. Do not close your eyes just because the seller says “please wait a little more” for the third time.
Sometimes parcels are genuinely delayed. But if the protection period is ending, your money needs protection too.
Delivery delay
Delivery delays can happen because of holidays, customs, weather, logistics problems or local carrier delays.
If you still want the item and buyer protection is active, you can wait. But if the deadline is close, the tracking is not moving and the seller only asks you to wait, open a dispute before your protection ends.
Product does not match the description
Open a dispute if the product you received is different from the listing: wrong material, wrong size, wrong color, wrong function, different set, missing parts or a product that looks noticeably different from the seller’s photos.
AliExpress will usually look at facts, not feelings. “It looks cheap” is weak. “The listing says stainless steel, but the item is plastic” is strong.
Low-quality goods
The item matches the listing, but arrived broken, torn, stained or otherwise damaged, 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 or damaged goods
If the item arrived broken, torn, stained, cracked or not working, collect evidence before throwing away the packaging.
For valuable orders, record the unpacking process. A single unedited video can be stronger than ten angry messages.
Wrong specifications
You received the right type of item, but the wrong model, color, size or specification. 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.
AliExpress dispute reasons: what to request and what evidence to attach
| Problem | What to request | Best evidence |
|---|---|---|
| Parcel did not arrive | Full refund | Tracking screenshots, order details, buyer protection status |
| Tracking says delivered to wrong address | Full refund | Tracking with wrong city/ZIP + order shipping address |
| Item arrived broken | Full or partial refund | Unboxing video, photos of damage, packaging photos |
| Wrong item received | Full or partial refund | Product photos, order details, listing screenshots |
| Wrong color, size or model | Partial or full refund | Photos, measurements, comparison with listing |
| Product does not match description | Partial or full refund | Listing screenshots, real photos, measurements |
| Item is fake | Full or partial refund | Photos, listing claims, packaging, expert proof if available |
| Missing parts | Partial refund or resend request | Unboxing video, package contents photo, product description |
| Poor quality | Partial refund | Photos, video, clear description of defects |
What is the right way to communicate 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 record the unpacking on your phone. The video should be without cuts or edits, 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.
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.
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 relevant field 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 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.
Can you win a dispute without returning the item?
Yes, sometimes. If the parcel was lost, delivered to the wrong address, arrived broken or the item is cheap and clearly not as described, AliExpress may approve a refund without return.
But this is not guaranteed. For more expensive products, AliExpress may ask you to return the item. In that case, check who pays return shipping and whether the return cost makes sense.
If returning the item costs almost as much as the refund, write this clearly in the dispute and ask for a partial refund instead.
What if you won the dispute and the parcel arrived later?
This happens. The parcel was lost in tracking, the dispute was closed, the refund was issued — and then the package suddenly appears, as if it was waiting for dramatic timing.
You can contact the seller and explain that the parcel arrived after the refund. Keep all communication on AliExpress.
If the item is valuable and you want to resolve the situation fairly, ask the seller what option they suggest. If the item arrived very late, damaged or no longer useful, explain that too.
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;
- Stay calm when writing to the seller and AliExpress 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.
What not to do in an AliExpress dispute
Do not:
- close the dispute because the seller says “trust me”;
- accept a refund outside AliExpress;
- send the item back without return instructions;
- upload blurry photos;
- write only “bad product” without details;
- insult the seller;
- ignore AliExpress deadlines;
- confirm receipt if you did not receive the parcel;
- request a full refund for a tiny defect without explanation;
- delete order emails, tracking screenshots or chat messages.
A dispute is not a place for chaos. It is a small evidence folder with a refund request attached.
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.
Open a dispute — this is a common case, and you can win if you show that the delivery location doesn’t match your shipping address.
Do this:
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Make a screenshot of the tracking page where it says “Delivered” and shows the wrong city/ZIP (if available).
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Make a screenshot from AliExpress: Order details → Shipping address (your correct address).
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(Optional but very strong) Ask your local post/courier to confirm the parcel was not delivered to your address (email/chat screenshot is enough).
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Open a dispute and choose Not received (or Delivered to wrong address, if that option appears). Request a full refund and upload your screenshots.
Copy/paste for the dispute:
Tracking shows “Delivered”, but it was delivered to a different city/ZIP and not to my shipping address. The shipping address in the order is [your city/ZIP]. Please see attached screenshots: (1) my order shipping address and (2) tracking showing delivery to a different location. I did not receive the package and request a full refund.
Choose the correct dispute reason, attach clear evidence, write a short factual explanation, request a realistic refund and respond to AliExpress before the deadline.
The best evidence includes an unboxing video, clear product photos, tracking screenshots, order details, listing screenshots, seller messages and documents from the carrier if relevant.
Yes, especially if tracking shows delivery to the wrong city, ZIP code or address. Attach tracking screenshots and your order shipping address.
Write what you ordered, what happened, what evidence you attached and what refund you request. Keep it short and factual.
Sometimes. If the parcel was lost, delivered to the wrong address, arrived broken or is clearly not as described, AliExpress may approve a refund without return. For expensive items, return may be required.
You can add more evidence and wait for AliExpress to step in. Make sure your explanation is clear and your proof is uploaded before escalation.
No mention what to do when the package is delivered to totally the wrong address a 1,000Km away.
You’re right — we didn’t cover that case. If tracking shows “Delivered” but to a different city/address, open a dispute as “Delivered to wrong address / Not received” and attach screenshots of the tracking + your order address. We’ll update the article to include this scenario — thanks for the note!