Something went wrong with your AliExpress order. The package didn’t arrive, or what arrived isn’t what you ordered, or it showed up broken. You’ve heard there’s a dispute process, but you’re not sure how to use it, what to say, or whether it’ll actually work.
The dispute system is one of the most useful features on AliExpress. Here’s exactly how to use it.
Quick Answer
To open a dispute on AliExpress: go to “My Orders,” find the relevant order, and click “Open Dispute” before the buyer protection deadline. Select the dispute reason (Package Not Received, Item Not as Described, or Item Damaged), upload evidence (photos or screenshots), and describe the issue clearly. The seller has a few days to respond and offer a resolution. If you don’t reach agreement, escalate to AliExpress mediation. Most genuine disputes resolve with a partial or full refund within two to three weeks.
When to Open a Dispute (and When Not To)
A dispute isn’t the first step when something goes wrong. It’s the escalation step.
Try messaging the seller first. Go to “My Orders,” find the order, and send the seller a direct message explaining the problem. Many issues, wrong items, minor defects, missing accessories, resolve quickly through direct communication. Sellers care about their ratings and often fix problems immediately when contacted politely.
Give the seller 48 hours to respond. If they respond constructively and offer a reasonable resolution, great. If they’re unresponsive or unhelpful, that’s when you open the dispute.
Open a dispute immediately if: The item clearly doesn’t match the listing description (particularly for significant differences), the item arrived damaged and the seller isn’t responding, the tracking shows delivered but you didn’t receive the package, or the buyer protection deadline is within two weeks and the issue isn’t resolved.
The critical deadline: Every AliExpress order has a buyer protection window shown in “My Orders.” You must open a dispute before this date. If it expires without a dispute, AliExpress automatically closes the order and releases funds to the seller.
The Three Types of Disputes on AliExpress
1. Package Not Received
Use this when the item hasn’t arrived by the estimated delivery date, or when tracking shows delivered but you have nothing.
What AliExpress looks at: the tracking record. They’ll check whether tracking shows in-transit, stuck, or delivered. If tracking shows delivered and you’re disputing, having evidence from your carrier (a missing mail inquiry reference number from USPS, Royal Mail, Canada Post, or Australia Post) significantly strengthens your case.
2. Item Not as Described
Use this when what arrived is meaningfully different from what was listed. Wrong size, wrong colour, wrong model, different product entirely, or missing components that were clearly included in the listing.
What AliExpress looks at: photos of what arrived compared to the listing’s product photos and description. The clearer the discrepancy, the easier the resolution.
3. Item Damaged
Use this when the item arrived broken, defective, or in a condition that makes it unusable or substantially reduces its value.
What AliExpress looks at: photos of the damage, ideally showing the damage clearly and in context. For electronics, a video demonstrating that the item doesn’t function is stronger evidence than photos alone.
How to Open a Dispute: Step by Step
Step 1: Go to “My Orders” in the AliExpress app or website.
Log in and navigate to My Orders. Find the specific order you need to dispute.
Step 2: Click “Open Dispute.”
The button is on the order detail page. If you don’t see it, make sure you’re within the buyer protection window. If the window has closed, this option disappears.
Step 3: Select your dispute type.
Choose from the options: Package Not Received, Item Not as Described (which includes wrong item, missing parts, quality issues), or any other category that fits.
Step 4: Specify what resolution you want.
AliExpress gives you options: full refund, partial refund, or replacement. Choose what’s appropriate for your situation. For non-delivery, request a full refund. For a minor quality issue where you’re keeping the item, a partial refund may be appropriate. For a clearly wrong or damaged item, a full refund or replacement.
Step 5: Add your evidence.
This is where many buyers undersell their case. Upload clear, high-quality photos. For “Item Not as Described,” show side-by-side: what the listing advertised, and what actually arrived. For damaged items, show the damage clearly. You can upload multiple photos and a short video clip.
Step 6: Write your dispute description.
Be specific. Not “this is wrong” but “I ordered the 2TB black model as shown in the listing photo. I received a 512GB silver model with different specs. See attached photos.” Specific descriptions resolve faster than vague ones.
Step 7: Submit the dispute.
The seller receives notification. They have a few days (typically five to seven) to respond and propose a resolution.
What Happens After You Submit
The negotiation phase
The seller proposes a resolution: usually a full or partial refund, sometimes a replacement. You can accept or reject their offer. If they offer something reasonable, accepting it closes the dispute quickly. If their offer is inadequate (say, a 10% refund on a completely wrong item), reject it and explain why.
Escalating to AliExpress mediation
If you and the seller don’t reach agreement within the negotiation window, you can escalate to AliExpress. Click “Escalate Dispute” and AliExpress’s mediation team reviews the case. They look at your evidence, the seller’s response, the tracking record, and the listing.
Mediation typically takes 3 to 10 business days. AliExpress communicates their decision in the dispute thread.
What happens to your money during a dispute
Your payment stays in escrow while the dispute is active. The seller can’t access it. If AliExpress finds in your favour, the refund goes back to your original payment method. The funds don’t disappear during this process.
How Risky Is This Really?
Lower risk than buyers typically fear. The dispute system is genuinely functional and regularly produces fair outcomes for buyers who submit clear evidence.
Where disputes fail: buyers who don’t submit photos, write vague descriptions, or dispute after the protection window closes. Also situations where the delivered status is contested and the buyer hasn’t filed a carrier inquiry to support their claim.
Where disputes succeed: clear photo evidence, specific description, escalation to AliExpress when the seller is unresponsive or offering inadequate compensation.
AliExpress has a financial interest in the dispute system working for buyers. Platforms that routinely leave buyers with no recourse lose buyers. Most genuine disputes, with proper evidence, resolve favourably.
Country-Specific Notes
United States
US buyers can file a carrier inquiry with USPS at usps.com/help/missing-mail.aspx for non-delivery disputes. The USPS case reference number is useful evidence in an AliExpress dispute. For credit card payments, a chargeback through your card issuer is available as a final escalation if AliExpress’s own process fails.
United Kingdom
UK buyers can file missing item inquiries with Royal Mail for non-delivery disputes. The reference number from Royal Mail’s investigation supports your AliExpress dispute. Section 75 protection on credit card purchases over £100 provides a separate route if needed.
Canada
Canadian buyers should contact Canada Post directly for packages showing delivered but not received, getting a case reference number before opening the AliExpress dispute. This documentation significantly helps your case.
Australia
Australian buyers can report missing packages to Australia Post at auspost.com.au and obtain a reference number. Australian Consumer Law provides separate protections, though the AliExpress dispute process is faster and more practical for most situations.
Step-by-Step Dispute Evidence Checklist
Before opening your dispute, gather:
For Package Not Received:
- Screenshot of tracking showing last status and date
- Carrier inquiry reference number (from USPS, Royal Mail, Canada Post, or Australia Post)
- Screenshot of your order showing the delivery address
For Item Not as Described:
- Clear photos of what arrived, including any labels or identifiers on the product
- Screenshot of the original listing showing what was advertised
- Side-by-side comparison showing the discrepancy
For Damaged Items:
- Photos of the damage from multiple angles
- Photos of the original packaging (showing whether packaging damage is external)
- Video if the item is electronic and demonstrably non-functional
Tips for Winning AliExpress Disputes
Take photos of everything when the package arrives, before you open it. Photograph the parcel exterior, the shipping label, and then the item inside. This establishes a clear record of what arrived and when.
Screenshot the listing before you buy anything. Listings can be edited after purchase. If the item arrives not as described and the seller has changed the listing, your screenshot shows the original advertised product.
Be specific in every written description. The AliExpress mediator reviewing your case is looking at dozens of disputes. A clear, specific, evidence-backed description is processed faster and more favourably than a vague complaint.
Don’t accept a partial refund on a total non-delivery. Some sellers offer a 20% or 30% refund to close a non-delivery dispute. If you genuinely didn’t receive the item, you’re entitled to a full refund. Don’t settle for partial on a case where the full refund is appropriate.
For electronics, video evidence is much stronger than photos. A video showing you powering on the device and demonstrating it doesn’t function is far more compelling than static photos alone. Keep it under three minutes.
Keep all seller messages in the dispute thread. If a seller promises something in a message that they later don’t deliver, that chat history is accessible to AliExpress mediators.
Open the dispute two to three weeks before the protection deadline, not on the last day. Late disputes have less time for the negotiation and escalation phases. Opening early gives the process room to work properly.
Don’t confirm receipt during an open dispute. Confirming receipt closes buyer protection. Even if a partial package arrived, don’t confirm until the dispute is fully resolved.
What If AliExpress Finds Against You?
If AliExpress mediation doesn’t resolve in your favour and you believe the decision was incorrect, you have remaining options:
PayPal buyer protection (if you paid with PayPal): PayPal has its own 180-day buyer protection that operates independently of AliExpress. If the AliExpress dispute didn’t succeed, file a PayPal dispute before the 180-day window closes.
Credit card chargeback: Contact your card issuer and explain the situation. For non-delivery or significantly not-as-described cases, chargebacks can succeed even when the platform dispute doesn’t. This is a last resort because it can affect your AliExpress account standing.
Debit card dispute: Less powerful than a credit card chargeback but available through most bank card schemes. Contact your bank directly.
Takeaway
The AliExpress dispute system works when you use it correctly. The key elements are: opening the dispute before the protection deadline, uploading clear photographic evidence, writing a specific description, and escalating to AliExpress mediation if the seller doesn’t offer a reasonable resolution.
Most genuine disputes resolve within two to three weeks. The system is designed to protect buyers who have legitimate cases and who document them properly.
If you’re sitting on an order with a problem, don’t wait. Check your protection deadline now. Gather your evidence. Open the dispute with time to spare.
FAQ
How do I open a dispute on AliExpress? Go to “My Orders,” find the relevant order, and click “Open Dispute” before your buyer protection deadline. Select the dispute reason, upload photo evidence, write a specific description of the problem, and submit.
How long does an AliExpress dispute take? The negotiation phase with the seller takes a few days. If escalated to AliExpress mediation, expect 3 to 10 business days for a decision. Total dispute resolution typically takes one to three weeks.
What happens to my money during an AliExpress dispute? Your payment stays in AliExpress’s escrow system during the dispute. The seller cannot access it while the dispute is active.
What evidence do I need to open an AliExpress dispute? For non-delivery: screenshots of tracking and a carrier inquiry reference number. For item not as described: photos of what arrived alongside screenshots of the original listing. For damaged items: clear photos or video of the damage.
What if the seller rejects my AliExpress dispute? If the seller’s resolution offer is inadequate, reject it and escalate to AliExpress mediation. AliExpress’s team then reviews the evidence from both parties and makes a decision.
What happens if my AliExpress buyer protection deadline expires? The order closes automatically and the seller receives payment. You lose access to the dispute system. Your remaining options are PayPal buyer protection (if applicable) or a credit card chargeback.
Can I open an AliExpress dispute after confirming receipt? Generally no. Confirming receipt closes active buyer protection on that order. Don’t confirm receipt until you’ve checked the package and are satisfied with what arrived.
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