AliExpress buyer protection is an escrow system that holds your payment until you confirm you received your order or until a protection period expires (typically 60 to 90 days). During this window, you can open disputes if items don’t arrive, arrive damaged, or don’t match descriptions. You submit evidence, the seller responds, and if you can’t agree, AliExpress decides who gets the money. Protection expires automatically if you don’t dispute before the deadline, releasing payment to the seller.
How Buyer Protection Actually Works
When you place an order on AliExpress, your money doesn’t go straight to the seller. AliExpress holds it in escrow.
Here’s the flow:
1. You pay. Your payment is processed but held by AliExpress, not sent to the seller.
2. Seller ships. They mark the order as shipped and upload tracking (if applicable).
3. Protection period starts. From the moment of shipment, you have a set number of days of protection (usually 60, 75, or 90 days depending on shipping method and destination).
4. You receive the item. When the package arrives, you can confirm receipt in the app or website. This releases payment to the seller and closes buyer protection.
5. Protection expires. If you don’t confirm receipt and don’t open a dispute, protection expires automatically after the set period. Payment goes to the seller. You lose the ability to dispute.
6. Or you dispute. If something’s wrong (non-delivery, wrong item, damage), you open a dispute before protection expires. The money stays held while the dispute is resolved.
The key point: your money is locked until you’re satisfied, the seller proves delivery, or time runs out. This gives you leverage.
What Buyer Protection Covers
Buyer protection handles three main scenarios:
Non-delivery The item never arrives. Tracking shows no delivery, or tracking stops updating and the package is lost. You’re entitled to a full refund.
Item not as described What you received doesn’t match the listing. Wrong color, wrong size, different product entirely, lower quality than advertised, missing pieces. You can request a full or partial refund.
Damaged or defective items The product arrives broken, doesn’t work, or is damaged in shipping. You can request a refund or replacement.
What’s NOT covered:
Items you received and confirmed but later changed your mind about. Buyer’s remorse isn’t covered.
Disputes opened after buyer protection expires. Once the window closes, you’re out of options.
Issues you can’t prove. If you claim damage but have no photos, or claim non-delivery but tracking shows delivery, AliExpress likely won’t side with you.
Normal wear and tear after extended use. Protection is for arrival condition, not long-term durability.
How Long Buyer Protection Lasts
Protection length depends on shipping method and destination:
Standard shipping: Usually 60 days from shipment date
AliExpress Standard Shipping: Typically 75 to 90 days
Expedited or tracked shipping: Often 60 days
Some countries get longer protection: Brazil, Russia, and other countries with slow customs processing sometimes get 90+ days automatically.
You can see your exact protection end date on each order in your account. It’s listed as “Buyer Protection” with a countdown or specific date.
Important: The clock starts when the seller marks the item as shipped, not when you place the order. So if a seller waits 5 days to ship, you still get the full protection period from shipment date.
You can also request protection extensions if shipping is delayed. There’s a button in your order details that says “Extend Protection Time.” Click it before protection expires, and AliExpress usually grants an automatic 30-day extension. You can request multiple extensions if needed.
How to Open a Dispute (Step-by-Step)
When something goes wrong, here’s exactly how to dispute:
Step 1: Go to your orders Open the AliExpress app or website. Navigate to “My Orders.” Find the problem order.
Step 2: Click “Open Dispute” You’ll see a button that says “Open Dispute” or “Report a Problem.” Click it. This button only appears while buyer protection is active.
Step 3: Select dispute reason Choose from options like:
- I haven’t received my order yet
- The item I received is different from the description
- The item I received is damaged/broken/defective
- Other (with custom explanation)
Step 4: Choose refund type Select what you want:
- Full refund (most common for non-delivery or major issues)
- Partial refund (for minor issues, wrong color, slight damage)
- Refund and return (you send the item back, they refund you)
For non-delivery, always choose full refund.
For wrong/damaged items, you can negotiate. Partial refunds avoid the hassle of returns.
Step 5: Upload evidence This is critical. Provide:
- Photos of the item (if you received something wrong or damaged)
- Screenshots of tracking showing non-delivery
- Screenshots of the listing showing what was promised vs. what arrived
- Videos if applicable (showing defects, damage, or functionality issues)
Clear, well-lit photos matter. Blurry or unclear evidence weakens your case.
Step 6: Explain the issue Write a brief, factual description:
- “Item never arrived. Tracking shows no delivery.”
- “Received wrong color. Listing showed black, received white.”
- “Item arrived broken. See photos.”
Keep it simple and unemotional. Don’t write paragraphs. State facts.
Step 7: Submit Click submit. The seller is notified and has 5 days to respond.
What Happens After You File a Dispute
Once you submit, here’s the timeline:
Seller responds (or doesn’t) The seller has 5 days to reply. They can:
- Accept your refund request (you get your money back, dispute closes)
- Reject it and provide counter-evidence
- Offer a compromise (partial refund instead of full, replacement instead of refund)
- Ignore it (if they don’t respond in 5 days, AliExpress steps in automatically)
You can negotiate If the seller offers a partial refund and you find it acceptable, you can agree. The dispute closes and you get the refund.
If their offer is unacceptable, reject it and provide additional evidence or explanation.
AliExpress escalates If you and the seller can’t agree within a set period (usually 5 to 7 days), you can escalate to AliExpress. They review all evidence and make a final decision.
Decision is made AliExpress decides who gets the money based on evidence. If they side with you, you get a refund. If they side with the seller, payment is released to them.
Decisions are usually final. Appeals are rare and only work if you have significant new evidence.
Common Seller Responses and How to Handle Them
Sellers use predictable tactics to avoid refunds. Here’s what you’ll see:
“Please wait a few more days” They’re stalling, hoping protection expires. Don’t agree unless tracking legitimately shows the package is close. If protection is about to expire, reject this and insist on a refund or extension.
“Tracking shows delivery, dispute is invalid” Check tracking carefully. Sometimes packages are marked delivered but left at the wrong address or stolen. If you genuinely didn’t receive it, state that clearly and provide proof (ask neighbors, check with delivery service, provide photos of empty porch). If tracking shows delivery to your address and you have the package, you shouldn’t have opened a dispute.
“Return the item for a refund” Return shipping from your country to China often costs more than the item. Sellers know this. Negotiate a partial refund instead, or ask the seller to cover return shipping costs. AliExpress sometimes sides with buyers who refuse expensive returns.
“We’ll send a replacement” Only accept this if you actually want the item and trust the seller to follow through. Otherwise, insist on a refund. Replacements can take just as long as the original order, and there’s no guarantee it’ll be better.
“The problem is your fault” Sellers sometimes claim you damaged the item, used it incorrectly, or are lying. Ignore defensive responses. Stick to facts and evidence. AliExpress looks at proof, not accusations.
What Evidence Actually Works
Disputes are won or lost based on evidence quality:
For non-delivery:
- Screenshot of tracking showing no delivery or “package lost”
- Screenshot showing protection is about to expire with no delivery
- Communication with delivery service (if tracking stopped updating)
For wrong item:
- Photos of what you received next to screenshots of the listing
- Clear comparison showing the difference (color, size, design, quality)
- Photos of tags or labels if they’re wrong
For damaged items:
- Photos of damage from multiple angles
- Photos of packaging showing external damage (proves it was shipping damage, not your fault)
- Video showing defect or malfunction
For quality issues:
- Close-up photos showing poor materials, bad construction, or defects
- Comparison to listing description (listing says “leather,” photo shows plastic texture)
What doesn’t work:
- Vague complaints without photos
- Blurry or unclear images
- Complaints about “quality” without specific defects
- Emotional arguments or threats
Common Mistakes That Void Protection
People lose disputes because they make these errors:
Mistake 1: Confirming receipt too early Never click “Confirm Receipt” until you’ve inspected the item and verified it’s correct. Once you confirm, protection ends immediately and you can’t dispute.
Mistake 2: Missing the deadline Protection expires on a specific date. If you don’t open a dispute before that date, you lose all leverage. Set reminders for orders that haven’t arrived.
Mistake 3: Not providing evidence Opening a dispute with no photos or explanation rarely works. Take the time to document issues properly.
Mistake 4: Accepting bad deals under pressure Sellers sometimes pressure you to accept low partial refunds or close disputes in exchange for promises. Don’t close a dispute until money is actually refunded or you’re genuinely satisfied.
Mistake 5: Disputing after using the item extensively If you’ve used something for weeks and then claim it’s defective, AliExpress may not side with you. Dispute issues quickly after delivery.
Partial Refunds: When They Make Sense
You don’t always need a full refund. Partial refunds are useful when:
The item is usable but flawed. Wrong color but you can live with it. Minor damage but still functional. Slightly lower quality than expected but acceptable.
Return shipping costs more than the item. A $10 item isn’t worth paying $25 to ship back. Take a $5 partial refund and keep it.
You want to avoid the hassle. Full refunds with returns take time. Partial refunds close disputes faster.
Typical partial refund amounts:
- 10% to 20% for minor issues (slightly wrong shade, small cosmetic defect)
- 30% to 50% for moderate issues (noticeably lower quality, minor functionality problems)
- 60%+ for major issues (significant defects, mostly unusable)
Negotiate based on how much value you’re losing. Don’t accept 10% if the item is 50% worse than advertised.
What to Do If AliExpress Sides With the Seller
Sometimes you lose disputes even when you feel you’re right. This happens when:
Tracking shows delivery but you claim non-receipt. AliExpress usually sides with tracking data. If it says delivered, you need strong counter-evidence (police reports for stolen packages, proof of wrong address delivery).
Your evidence is weak. Blurry photos, vague complaints, or lack of proof makes it hard for AliExpress to rule in your favor.
The issue is subjective. Complaints like “I don’t like it” or “quality isn’t great” without clear defects are hard to win.
If you lose:
Try your credit card dispute. If you paid with a credit card, you can dispute the charge with your bank. This is a separate process from AliExpress disputes and sometimes works even when AliExpress says no.
Leave an honest review. Warn other buyers. This doesn’t get your money back but helps others avoid the same seller.
Move on. Small losses aren’t worth endless fighting. Learn what went wrong and be more careful next time.
Tips for Using Buyer Protection Effectively
Track all your orders actively. Don’t just place orders and forget. Check tracking weekly. Know when protection expires.
Open disputes early if something’s wrong. Don’t wait until the last day. Early disputes give you more time to negotiate.
Be polite but firm with sellers. You don’t need to be rude, but don’t let them pressure you into bad deals.
Document everything. Take photos as soon as packages arrive, especially for expensive or risky items.
Extend protection if shipping is slow. Use the extension button. Don’t let protection expire while the package is still in transit.
Read the dispute options carefully. Choose the right reason and refund type. Wrong selections can weaken your case.
Don’t confirm receipt under pressure. Some sellers message asking you to confirm early. Don’t do it. Wait until you’ve actually received and inspected the item.
Takeaway
Buyer protection is your main defense when shopping on AliExpress. It’s not automatic and it’s not perfect, but if you understand how it works and use it properly, you can shop with reasonable confidence that you won’t lose money on bad orders. The system favors buyers who act quickly, provide evidence, and know the rules.