1. Status that you can open dispute
1. Status that you can open dispute
The orders on AliExpress are protected by Buyer Protection. You can open dispute in the Buyer Protection time under following status:
2. When can I open dispute?
Generally the option to open a dispute will become available on the 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please notice that, if the package is in transit with normal logistics update, and still in delivery time of the order, you can open dispute only after delivery time is over (there is 15 days protection time for you to open dispute after delivery time is out).
Please pay attention to the deadline of the delivery time (PST) on the order detail page. As the order on the followed photo, you are allowed to open dispute in 15 days after 2020-05-24 PST if package is in transit with normal logistics update.
3. Method to open dispute
3.1 Find the order underMy Orders – All Orders. Click View Detail to see the order details.
3.2 Please click Open Dispute to open a dispute.
Please notice that if you have confirmed receipt/delivery time of the order is over, the Open Dispute button will only show in the Product Details at the bottom of the order detail page.
3.3 You can choose between two options for the dispute:
Return Goods – this means that you want to return the item and apply for a full refund;
Refund Only – this means that either you did not receive the item and you’re applying for a full refund or you did receive the item and you want a partial refund (without having to send the item back).
3.4 You’ll be asked to answer a few questions about why you want to open a dispute. Please fill in the form and submit it.
During the dispute process you can still negotiate with the seller.
If you would like to know more about dispute process, please refer to ‘What’s the dispute process after I have opened a dispute?‘
If you cannot open dispute, please refer to ‘Why can’t I open dispute?‘
NOTE：
If you paid for the order by Paypal, you can open dispute both on AliExpress and Paypal. But protection time for opening dispute is different:
– On PayPal: you can open dispute on PayPal within 180 days after payment.
– On AliExpress: you can only open dispute 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please respond dispute on Paypal if it is opened on Paypal, and contact PayPal customer service if there is any question about the dispute. Back to category