We have opened around 15 disputes over the past four years. Lost two of them: one because we confirmed receipt before checking the item properly, another because we trusted a seller’s promise to resend instead of keeping the dispute open. Every other dispute resulted in a full or partial refund.
The difference between winning and losing comes down to evidence, timing, and knowing when to ignore the seller’s counteroffers.
Table of Contents
When to open a dispute
You have grounds for a dispute in these situations:
| Issue | Dispute justified? | What to request |
|---|---|---|
| Item not received, buyer protection ending | Yes | Full refund |
| Item broken or defective | Yes | Full refund (refund only) |
| Item does not match description | Yes | Full or partial refund |
| Wrong size, color, or model | Yes | Full or partial refund |
| Missing items from order | Yes | Partial refund for missing items |
| Received counterfeit product | Yes | Full refund |
| Seller used cheaper shipping than paid | Yes | Partial refund |
| Item has minor flaws but is usable | Maybe | Partial refund |
| Changed your mind, item is fine | Only if Free Return applies | Return for refund |
Do not wait for the seller to “fix it” if buyer protection is running out. Open the dispute first, then negotiate.
Dispute timing: when you can and cannot open one
The “Open Dispute” button appears starting on Day 11 after the seller ships the order. You cannot open a dispute in the first 10 days.
Before delivery: You can dispute if buyer protection is about to expire and tracking shows no progress.
After confirming receipt: You have 15 days to open a dispute after confirming delivery. After those 15 days, the option disappears permanently.
If you never confirmed receipt: The system auto-confirms receipt when buyer protection expires. You then have 15 days from that auto-confirmation.
We lost $23 on a Bluetooth speaker that stopped working three weeks after arrival. By then, the 15-day window had closed. Now we test electronics immediately.
Step 1: Gather evidence before you need it
Evidence wins disputes. Collect it before contacting the seller.
What to collect
Photos:
- Clear, well-lit images from multiple angles
- For size issues: measuring tape next to the item, compared to the seller’s size chart
- For damage: close-up shots of defects
- For wrong items: the item you received next to a screenshot of what you ordered
Videos:
- Short clips showing functional defects (device not turning on, mechanism not working)
- Unboxing videos for valuable items, filmed from the sealed package through opening
Screenshots:
- Product listing with description, specifications, and images
- Seller’s size chart or measurement table
- Conversation history with the seller
- Tracking information showing delivery status
Why unboxing videos matter
An unboxing video proves what was inside the package at the moment of delivery. Without it, a seller can claim you damaged the item yourself or swapped it.
You do not need to film every $3 purchase. But for items over $20 or electronics, recording from the sealed package through opening takes 60 seconds and eliminates most seller arguments.
Sellers can change product listings after your purchase
Some sellers edit their product descriptions after disputes are opened. They may:
- Change size measurements to match what they actually sent
- Remove images that showed features the item lacks
- Delete specifications that prove the item is not as described
- Remove the entire listing so you cannot reference it
How to protect yourself:
Take screenshots of the product page, size chart, and key specifications immediately after ordering. Do not wait until a problem occurs.
If you forgot to screenshot and the listing has changed, check if you can access an archived version. The Wayback Machine (archive.org) sometimes captures AliExpress listings, though coverage is inconsistent.
We had a seller change a jacket’s listed size from “US Large” to “Asian Large” after we opened a dispute about sizing. Because we had a screenshot of the original listing, we won.
Step 2: Contact the seller first
AliExpress encourages buyers to contact sellers before opening disputes. Sometimes this resolves the issue faster.
- Go to My Orders
- Find the order and click Contact Seller
- Explain the problem clearly with evidence attached
What honest sellers do:
- Offer a partial refund without requiring a return
- Offer to resend the item (only accept if they extend buyer protection)
- Acknowledge the mistake and agree to a full refund
Warning signs the seller is stalling:
- Asking you to wait a few more days repeatedly
- Promising to fix it “after” buyer protection expires
- Offering refunds through PayPal or other platforms outside AliExpress
- Asking for your credit card or bank details
If the seller asks you to close a dispute in exchange for a PayPal refund, refuse. This is a common scam. Once you close the dispute, you cannot reopen it, and PayPal disputes can be reversed by the seller.
Step 3: Open the dispute
If the seller does not resolve your issue or buyer protection is running out, open the dispute.
- Go to My Orders
- Find the order and click Open Dispute
- Choose between:
- Refund Only: You keep the item (or never received it) and get money back. Best for most cases.
- Return Goods: You send the item back for a refund. Only choose this if “Free Return” applies, because international shipping to China costs $20-50.
Fill out the dispute form
Select a reason: Choose the option that matches your situation. Common options include “Item not received,” “Not as described,” “Quality problems,” and “Counterfeit.”
Request a refund amount: Be specific. For complete failures (broken, wrong item, not received), request a full refund. For minor issues, a partial refund is more realistic.
Write your explanation: State facts without emotion. Example:
“Ordered blue shirt in size Large based on seller’s size chart showing chest 110cm. Received red shirt measuring chest 95cm. Item does not match description. Photos and size chart screenshot attached. Request full refund.”
Upload evidence: Attach all photos, videos, and screenshots. File limits: videos under 200MB, images under 2MB each.
What the dispute timeline actually looks like
| Day | What happens |
|---|---|
| Day 1 | You open the dispute. Seller is notified. |
| Day 2-5 | Seller can accept your proposal, reject it, or make a counteroffer. |
| Day 5-7 | If no agreement, dispute auto-escalates to AliExpress. You can also manually escalate by clicking “Escalate Dispute.” |
| Day 7-15 | AliExpress reviews evidence from both sides. May request additional information. |
| Day 15 | AliExpress issues a judgment. You see either “Judgment from AE Valid” (they agree with you) or “Judgment from AE Invalid” (they side with the seller). |
| Day 15-22 | Either party can appeal with new evidence within 7 days. |
| Day 22-30 | AliExpress reviews appeals and makes a final ruling. |
| After 30 days | Dispute is closed. If refund was granted, it processes within 3-20 business days. |
The timeline can be shorter if the seller accepts your proposal or if your evidence is clear-cut.
Step 4: Navigate seller counteroffers
After you open a dispute, the seller has several days to respond.
Seller accepts: Dispute closes, refund processes automatically.
Seller makes a counteroffer: They might offer a lower refund amount. You can accept, reject, or wait for AliExpress to step in.
Seller ignores the dispute: After 5-7 days, AliExpress auto-escalates and reviews the case.
When to reject a counteroffer
If your evidence is strong and the seller offers less than what you deserve, reject it. AliExpress judgments often favor buyers with good documentation.
We once had a seller offer a $5 refund on a $28 item that arrived broken. We rejected it, waited for AliExpress to review, and received a full refund.
When to accept a counteroffer
If the item has minor issues and the seller offers a reasonable partial refund, accepting can close the case faster. A $10 refund on a $30 item with cosmetic damage might be fair.
Step 5: AliExpress judgment and resolution
When AliExpress reviews your case, they examine:
- Your evidence (photos, videos, screenshots)
- The seller’s evidence and response
- Tracking information
- Order details and original listing
Possible outcomes:
- Full refund, no return required: Most common for items not received or seriously defective
- Partial refund, no return required: For items with minor issues
- Full refund with return required: Less common; typically for higher-value items where the seller wants the goods back
- Dispute rejected: You do not receive a refund
If AliExpress rules in your favor, accept the proposal to finalize it. The refund processes automatically to your original payment method.
How long refunds take
| Payment method | Typical refund time |
|---|---|
| Credit card | 7-20 business days |
| Debit card | 7-20 business days |
| PayPal | 3-7 business days |
| AliPay wallet | 1-3 business days |
Refunds appear as credits to the same account you used to pay. If you paid with a card that has since expired, contact your bank; refunds can still process to closed card accounts in most cases.
Common mistakes that lose disputes
Closing the dispute based on seller promises: A seller says “I will resend the item, just close the dispute.” You close it. The item never arrives. You cannot reopen the dispute.
Never close a dispute until you have received your refund or replacement and confirmed it is acceptable.
Missing the deadline: You must open a dispute before buyer protection expires. After the 15-day post-confirmation window closes, your only option is customer support, which rarely helps.
Weak or missing evidence: A blurry photo does not prove anything. A message saying “the item is bad” without specifics gives AliExpress nothing to evaluate.
Accepting the first counteroffer: Sellers often lowball initial offers hoping you will accept out of convenience. If your evidence supports a higher refund, wait for AliExpress to review.
Confirming receipt before checking the item: Once you confirm, your 15-day clock starts. If you confirm, wait three weeks, then discover a problem, you are likely past the deadline.
How to appeal if you lose
If AliExpress rules against you and you believe the decision was wrong, you have 7 days to appeal.
- Go to the dispute details page
- Click Appeal or Contact Support
- Provide new evidence that was not included in the original dispute
Appeals are reviewed by a different team. If you have stronger evidence or can prove the original review missed something, an appeal can reverse the decision.
If the 7-day appeal window has passed, your only option is contacting AliExpress support directly, which has low success rates for closed disputes.
Final thoughts
The dispute system favors buyers who document everything. Screenshot the listing when you order. Film unboxing for anything valuable. Take photos immediately when you notice a problem.
If buyer protection is running out and the seller keeps asking you to wait, open the dispute anyway. You can always cancel a dispute if the item arrives and is fine. You cannot open a new dispute once the window closes.
FAQ
1. Can I reopen a dispute after closing it?
No. Once a dispute is closed, you cannot reopen it on the same order. This is why you should never close a dispute based on a seller’s promise to fix the problem.
2. How long after delivery can I open a dispute?
You have 15 days after confirming receipt (or after auto-confirmation when buyer protection expires). After those 15 days, the dispute option disappears.
3. Do I have to return the item to get a refund?
Usually not. Most disputes are resolved as “Refund Only,” meaning you keep the item (or never received it) and get your money back. AliExpress only requires returns when you select “Return Goods” or when the judgment specifically mandates it, typically for higher-value items.
4. What if the seller asks for a PayPal refund instead?
Refuse. This is a scam. The seller wants you to close the AliExpress dispute, then can reverse the PayPal payment or simply never send it. Keep all transactions within AliExpress.
5. Can I dispute if I selected the wrong size by accident?
Only if the item has “Free Return” coverage. Buyer error without Free Return is not grounds for a dispute unless the seller’s size chart was misleading.
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