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AliExpress Guide

How to Open and Win an AliExpress Dispute

AliExpress disputes are your strongest buyer protection tool on the platform. Here is exactly how to open one, what evidence to gather, and what to expect during the review process.

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When to Open a Dispute

Open a dispute when: the seller refuses your return request, is unresponsive to messages, your package was marked delivered but never arrived, or the item is significantly different from the listing. Do not open a dispute while your package is still within the estimated delivery window - the system often requires the window to close first.

How to Open a Dispute

  1. Go to My Orders in the AliExpress app or website
  2. Find the relevant order and tap Open Dispute
  3. Select your dispute reason (not received, not as described, quality issue, etc.)
  4. Choose whether you want a refund only or a refund plus return
  5. Write a clear, factual description of the issue
  6. Attach all evidence: photos, videos, screenshots of listing vs. reality
  7. Submit and wait for the seller to respond (usually 3-5 days)

What Happens During a Dispute

After opening: the seller has 3-5 days to respond with a counter-offer or to accept your claim. If you reach an agreement, the dispute closes and your refund processes. If no agreement, AliExpress steps in to mediate. The mediator reviews the evidence both sides submitted and makes a final decision. This stage typically takes 3-7 additional business days.

Evidence That Wins Disputes

  • Video of unboxing is the gold standard. Record yourself opening the package - this eliminates seller arguments about damage occurring post-delivery
  • Screenshots of the original listing showing specs, measurements, or photos that differ from what arrived
  • Clear photos showing the defect, wrong item, or missing content
  • Screenshots of delivery tracking if claiming non-delivery

FAQ

AliExpress disputes have time limits - typically 15 days after the confirmed delivery date or delivery window closes. Missing this window means losing buyer protection for that order. If you approach the deadline, open the dispute immediately even if you are still waiting on seller communication.

Escalation options are limited once AliExpress mediates. If you believe the decision was made in error, you can contact AliExpress customer service to review the case, but reversals are uncommon. This is why thorough evidence from the start is critical.

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