AliExpress Dispute: 5 Steps to Win Your Case and Get a Refund

When an AliExpress order goes wrong, opening a dispute can feel like a complicated and uncertain process. However, it’s the most powerful tool you have to protect your purchase and get your money back. Don’t be discouraged by a seller’s promises or complex forms; with the right strategy, you can successfully resolve the issue. This guide will walk you through five clear, actionable steps to build a strong case, navigate the system confidently, and win your dispute for a full refund.

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When Should You Open a Dispute?

Before diving into the steps, it’s important to know when a dispute is justified. You can and should open a dispute in the following situations:

• Item Not Received: The buyer protection period is ending, and your order has not arrived.
• Item Not as Described: The product is broken, the wrong size or color, a fake, or significantly different from the seller’s description.
• Incomplete Order: You ordered multiple items, but some are missing from the package.
• Slightly Imperfect Product: The item has minor flaws but is still usable. In this case, you can request a partial refund.
• Wrong Shipping Method: You paid for a premium shipping service, but the seller used a cheaper, slower method.

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Step 1: Gather Strong Evidence

This is the most critical step in winning your dispute. Before you even contact the seller, you need to collect clear, indisputable proof of the problem. Your goal is to make it easy for the AliExpress resolution team to see the issue without any doubt.

What to Collect:

• Photos: Take clear, well-lit pictures from multiple angles.
• For incorrect items: Photograph the item you received next to a screenshot of the item you ordered.
• For wrong sizes: Use a measuring tape to show the item’s dimensions and compare them to the seller’s size chart.
• For damaged goods: Capture close-up shots of the damage.
• Videos: A short video is often the best evidence, especially for items that don’t work or have functional defects. Show yourself attempting to turn on the device or demonstrating the flaw. It’s also a good practice to record yourself unboxing valuable items as proof of what arrived.
• Screenshots: Take screenshots of your conversation with the seller, the original product listing, and the seller’s size charts or specifications.

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Step 2: Contact the Seller (But Be Cautious)

Before officially opening a dispute, AliExpress encourages you to contact the seller. This can sometimes lead to a quick resolution.

1. Go to your “My Orders” page.
2. Find the order and click “Contact Seller.”
3. Calmly and clearly explain the problem and attach your photo or video evidence.

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Step 3: Open the Dispute with Clear Details

Now it’s time to make your case official.

1. Navigate to your “My Orders” page.
2. Find the order and click “Open Dispute.”
3. Choose your desired resolution:
   • Refund Only: This is the best option for most cases, especially if you don’t want to deal with return shipping. You can request a full or partial refund.
   • Return Goods: Only choose this if the item has “Free Return.” Otherwise, you will be responsible for expensive international shipping costs.
4. Fill out the dispute form carefully:
   • Select a Reason: Choose the option that best matches your situation.
   • Propose a Refund Amount: Request a fair amount based on the issue. For a broken or completely wrong item, ask for a full refund. For minor flaws, a partial refund is reasonable.
   • Write Your Explanation: Be clear, concise, and polite. State the facts without emotion. For example: “I ordered a blue shirt in size Large. I received a red shirt in size Small. The item does not match the product description. I request a full refund. Please see attached photos.”
   • Upload Your Evidence: Attach all the photos, videos, and screenshots you gathered in Step 1.

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Step 4: Navigate the Negotiation and AliExpress Judgement

Once you submit the dispute, a negotiation period begins.

• Seller’s Response: The seller has a few days to respond. They can accept your proposal, reject it, or make a counter-offer (e.g., a lower refund amount).
• AliExpress Intervention: If you and the seller cannot reach an agreement within a few days, the dispute automatically escalates. The AliExpress Case Management Team will step in to act as a judge.
• The Judgement: AliExpress will review all the evidence and communications from both you and the seller. They will then issue a formal proposal, which you can see in the dispute details. Their decision is often labeled as “Judgement from AE Valid” (they agree with you) or “Judgement from AE Invalid” (they don’t agree).

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5: Accept the Proposal and Receive Your Refund

Once AliExpress makes its decision, you must formally accept it to finalize the dispute.

1. Go to the dispute details page.
2. Review the proposal from AliExpress.
3. Click the “Accept” button.

Once you accept, the dispute is closed. If the resolution includes a refund, it will be processed automatically to your original payment method. This typically takes between 3 to 20 business days to appear in your account.

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