How to Request a Refund on AliExpress and What to Do If You Don’t Receive It

Navigating the refund process on a massive marketplace like AliExpress can sometimes feel as complex as the shopping itself. Whether you’ve received a broken item, the wrong color, or your order simply never arrived, knowing the correct steps to get your money back is essential. It can be frustrating to wait for a refund only to find it’s delayed or the amount is incorrect. 

This guide is here to help. We’ll provide clear, step-by-step instructions on how to request a refund in any scenario and walk you through exactly what to do if you don’t receive your money, ensuring you can shop with confidence.

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How to Request a Refund: Scenarios and Steps

You can request a refund at various stages of your order. The method depends on whether the item has shipped or not.

Scenario 1: Canceling an Order Before It Ships

If you’ve just placed an order and changed your mind, you can often cancel it for a full refund.

1. Go to Your Orders: Navigate to the “My Orders” section of your AliExpress account.
2. Find the Order: Locate the purchase you want to cancel.
3. Click “Cancel Order”:

• If you act quickly (usually within minutes): You can cancel the order immediately without needing the seller’s approval.
• If payment has been confirmed: The seller will need to approve your cancellation request. It’s helpful to send the seller a direct message explaining why you are canceling and asking them to accept the request.

Once the cancellation is approved, AliExpress will begin the refund process.

Scenario 2: Requesting a Refund After the Order Has Shipped

Once an item is on its way, you can only get a refund by opening a formal dispute. This typically applies to two main situations.

Case A: You Have Not Received the Order

Every order has a Buyer Protection Period (usually 60 days). If this period is about to end and your order hasn’t arrived, you must act to avoid the system automatically marking the order as complete.

1. Check Tracking: First, check the tracking information to see the package’s last known location.
2. Contact the Seller: If tracking is unclear, message the seller to ask for an update.
3. Open a Dispute: If the seller is unresponsive or the delivery deadline has passed, go to your “Orders” page, find the item, and click “Open Dispute.” Select the reason “Item not received” and request a full refund.

Case B: The Item You Received Does Not Match the Description

If the product arrives damaged, is the wrong size/color, is missing parts, or simply isn’t what was advertised, you are entitled to a refund.

1. Gather Evidence: Take clear photos or videos of the item, highlighting the problem. This is crucial for your dispute.
2. Open a Dispute: Go to your “Orders” page and click “Open Dispute” for the relevant item.
3. State Your Case: Choose the reason that best describes the issue (e.g., “Item damaged,” “Incorrect color”).
4. Propose a Solution: You can request either a full refund or a partial refund.
   • A partial refund lets you keep the item and get some of your money back, which is a good option for minor issues.
   • A full refund may require you to return the item. Unless the product has “Free Return,” you will have to pay for return shipping, which can be expensive. For this reason, requesting a full refund without returning the item is often the best first step for significantly flawed products.

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How to Check Your Refund Status

1. Go to the “My Orders” page and click on the order you are getting a refund for.
2. Navigate to the “Payment” or “Financial” tab within the order details.
3. Here, you will see a timeline indicating the refund status:
   • Refund Requested: You have initiated the process.
   • Refund Processing: AliExpress is handling the transaction.
   • Refund Complete: The money has been sent back to your bank or payment provider.

The 3-20 business day timeline begins only after the status shows “Refund Complete.”

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What to Do If You Don’t Receive Your Refund

If the expected timeline has passed and you still don’t see the money, here’s how to troubleshoot the issue.

Step 1: Find Your ARN (Acquirer Reference Number)

The ARN is a unique number that tracks your refund transaction once it leaves AliExpress and goes to your bank.

• Location: You can find the ARN in the “Payment” or “Financial” tab of your order details, right under the refund timeline, once the refund is complete.

Step 2: Contact Your Bank

With the ARN, your bank can trace the transaction precisely. Sometimes, refunds are processed but don’t appear as a new credit. Instead, they may be backdated to the original purchase date, making them easy to miss in your statement. Provide the ARN to your bank’s customer service, and they can confirm the refund’s status on their end.

Step 3: Contact AliExpress Customer Service

If your bank cannot find the transaction even with the ARN, or if an ARN was never generated, it’s time to contact AliExpress directly.

• You can reach them via the customer service chat on the website or app. You will start with the chatbot “Eva.” If it cannot solve your issue, repeatedly type “live agent” or “contact human” to be connected with a person.

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Common Refund Issues and Solutions

• Incomplete Refund Amount: Did you receive slightly less money than you paid? This is usually due to currency conversion fees. AliExpress processes transactions in major currencies like USD or EUR. When you buy, your bank converts your local currency and may charge a fee. When you are refunded, your bank reverses the transaction but typically does not refund the initial conversion fee.
• Unresponsive Seller During a Dispute: If you open a dispute and the seller does not respond within the allotted time, AliExpress will automatically rule in your favor and process your requested refund.

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