In case of a dispute with an AliExpress seller, several solutions are available. Here are the steps to protect your purchase and get a refund if needed.
1. Contact the seller
- Always start by contacting the seller via AliExpress messaging.
- Clearly explain your issue and propose a solution (refund, exchange, resend).
- Some sellers act quickly to avoid formal disputes.
2. Open a dispute on AliExpress
- If the seller does not respond or refuses to help, open a dispute from the “My Orders” page.
- Click on “Open Dispute” under the relevant order.
- Add evidence (photos, videos, screenshots) to support your request.
- The dispute must be opened within 15 days of the estimated delivery date.
3. Let AliExpress intervene
- If no agreement is reached with the seller, AliExpress will act as a mediator.
- They will review the information provided by both parties and make a decision (refund, return, etc.).
4. Appeal AliExpress’s decision
- If you are not satisfied with the outcome, you have the option to appeal.
- Go to your dispute and click “Appeal”.
- Add new evidence or clarifications to support your claim.
- You can also contact AliExpress customer service online.
5. External options (as a last resort)
- Via your bank or PayPal: request a chargeback if you believe you’ve been wronged.
- Consumer authorities: for example, in France, you can report the seller to the DGCCRF in case of fraud or unsafe products.
- Consumer protection websites: report the issue on platforms like Signal-Arnaques or 60 Millions de consommateurs.
Tips to avoid disputes
- Choose highly rated sellers and check customer reviews.
- Prefer products labeled AliExpress Choice.
- Carefully read the return policy on the product page.
By following these steps, you increase your chances of getting a refund or a fair solution if something goes wrong with an AliExpress seller.