How to Open a Dispute on Aliexpress – Everything You Should Know

AliExpress offers a “Buyer Protection” program to ensure the quality of their products and services. In case the products fail to meet the quality standards, AliExpress will provide a refund. To avail of this program and receive compensation for a faulty product or poor service, you need to follow AliExpress’s open dispute process. So how to open a dispute on Aliexpress?

To get a refund, you must file a dispute as per the policy. If your order arrived on time, you can only open a dispute with AliExpress before the 15th day after delivery. We will guide you through the process of opening an AliExpress dispute step by step.

How to Open a Dispute on Aliexpress?

Step 1: Sign in to your AliExpress Account

To get started, simply go to the AliExpress homepage using your preferred Internet Browser on your personal computer (PC) or open the AliExpress app on your mobile device.

Sign in to your AliExpress Account - Open a Dispute on Aliexpress

Once you’re on the homepage, look for the “Sign In” button located in the upper right corner of the site. If you’re using the app, you can find it by selecting “Account” at the bottom right corner of the interface, and then clicking on the “Sign in” icon at the top.

After that, you’ll need to enter your AliExpress login information, which includes your username, email address, and password.

Once you’ve filled in your login details, just click the “Sign In” button and you’ll be logged into your account. Now you’re all set to make an AliExpress open dispute or continue with your shopping experience.

Step 2: Check the Timer for “Purchase Protection”

After the buyer protection period ends, you won’t be able to file a dispute. Normally, you can open a dispute 11 days after the order is shipped.

For most AliExpress orders, the purchase protection period lasts for 15 days after you receive the order. Before opening a dispute, make sure to check if the Dispute option is still available based on the purchase protection timer.

To do this, click on the “View Details” button on the order page you opened earlier. This will take you to a new page where you can see the purchase protection timer. You can also find the order number, progress, and important reminders on this page. The reminder will let you know when your purchase protection period will expire.

Remember that the time shown on the purchase protection timer is Pacific Standard Time (PST), so it may be different from your local time.

Step 3: Open the Order or Item You Would Like to Dispute

Open the Order or Item You Would Like to Dispute - Open a Dispute on Aliexpress

To find the “My Orders” button, go to the list of things you’ve ordered. From there, select the order that has problems. If you have multiple items to dispute, remember to open a separate dispute for each product.

Open the Order or Item You Would Like to Dispute - Open a Dispute on Aliexpress
Open the Order or Item You Would Like to Dispute - Open a Dispute on Aliexpress

Once you’ve chosen the item you want to dispute, simply click on the “Open Dispute” button. You’ll find this button on the right side of the product’s name, as shown below. It doesn’t matter if your order is still in progress or already completed, the “Open Dispute” button will be available for both situations.

Step 4: Complete the Dispute Form

Complete the Dispute Form - Open a Dispute on Aliexpress

When you select the type of dispute, a new window will pop up. You’ll need to fill out all the fields on the form with the appropriate information. Make sure to be clear and concise when entering the details.

The first step is to explain why you’re disputing by selecting the best option from a list of pre-determined claim justifications. The first question will ask if you received the items you ordered from AliExpress.

Complete the Dispute Form - Open a Dispute on Aliexpress

After that, you’ll be presented with two options: “Refund only” or “Return goods”. Choose the option that best fits your situation. If the items are damaged or you haven’t received them, select “Refund only”. You can then specify whether you want a partial or full refund. If the reason for the refund request is not the supplier’s fault, select “Return goods”. Keep in mind that you’ll likely be responsible for the delivery costs in this case. If you find your deliver takes a long time to arrive, our guide may help you!

Next, select the option that best explains your problem from the drop-down box below the “Reason for refund request” header. Enter the monetary amount you want the seller to return in the box below the “Refund Amount” heading.

Complete the Dispute Form - Open a Dispute on Aliexpress

If you have relevant attachments, such as images or a video, you can upload them using the AliExpress open dispute form. This will help demonstrate that the seller is at fault. To add a photo, click the “Browse” button below the “Upload your evidence” header and select the image from your computer. Videos must be less than 200 MB in size.

Videos must be less than 200 MB in size - Open a Dispute on Aliexpress

Once you’re done with the form, simply hit the “Submit” button in orange to send it over.

hit the "Submit" button in orange to send it over - Open a Dispute on Aliexpress

Step 5: Wait for the Seller’s Reply

After you register your dispute, the supplier will have a maximum of 15 days to respond. There are two possibilities:

Wait for the Seller’s Reply - Open a Dispute on Aliexpress

Firstly, the seller may choose to remain silent within 5 days of opening the dispute or agree with your claim. Either way, it means that you have won the dispute and the refund process has already started.

If the seller fails to respond within the given 15 days, the issue will be forwarded to the AliExpress Dispute Team.

Wait for the Seller’s Reply - Open a Dispute on Aliexpress

Once the team reviews the matter, they will send you an email informing you about the resolution of the dispute, whether it is in your favor or the seller’s.

In case the seller does respond but you are unable to reach an agreement, you have the option to escalate the situation on your end.

To do so, simply click the “Escalate Dispute” button. Log into your AliExpress account, open the order, and then click the “Modify Dispute” button if you need to make any changes to your claim during the resolution period.

Step 6: Respond to the Refund Proposal

After checking out your dispute, either your seller or the AliExpress Dispute team, if the order was escalated, will give you a refund suggestion. If you’re okay with it, just accept it and wait for the refund.

In this scenario, the dispute will be closed, and you won’t be able to make any changes or ask AliExpress to reopen the dispute.

If you don’t agree with the suggestion, simply reject it and maybe provide additional information to support your argument.

Respond to the Refund Proposal - Open a Dispute on Aliexpress
Respond to the Refund Proposal - Open a Dispute on Aliexpress


If you’re using AliExpress to find dropshipping suppliers for your business, you might run into some hiccups along the way. But don’t worry, AliExpress has got your back with their Buyer Protection. This means that if something goes wrong, like your order doesn’t arrive on time, arrives damaged, or is not what you expected, you can easily get a refund by opening a dispute. Just follow the steps mentioned above and you’ll be able to resolve any issues smoothly.


When Can I Open a Dispute on AliExpress? 

You can open a dispute on AliExpress between the 11th and 15th day after receiving your order. However, it is advisable to wait until the end of the purchase protection period.

What Tricks Can I Apply to Win a Dispute on AliExpress?

To successfully resolve a dispute, all you have to do is present your case with undeniable evidence. It’s crucial to gather as much relevant information as possible. For example, you can include a video of yourself unpacking the product as soon as you receive it.
In the event that the product turns out to be counterfeit or not as described by the supplier, it’s important to provide a screenshot of the buyer’s description on AliExpress. Additionally, submitting ample photos or a video that clearly demonstrates that you did not receive the item you ordered will further strengthen your case.

When Will I Receive My Refund?

If the dispute is resolved in your favor, you can expect to receive the refund within 7 to 10 business days. Usually, the refund will be processed using the same payment method you used when placing the order. However, please note that this may not apply to purchases made through Cash Payment (Russian Post, Euroset, and Syvaony), Western Union, TT, or Wire Transfer/Bank Transfer.

Ivy Smith

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