When to Use a Dispute vs. Normal Support
A dispute is a formal escalation - use it when normal support channels have failed or are unavailable. Do not skip to a dispute on the first contact; most issues resolve faster through normal support. Use disputes for: item not received after the delivery window with no resolution from support, seller refusing a legitimate refund claim, or AliExpress seller being unresponsive.
In-Platform Disputes
Most major platforms have built-in dispute mechanisms:
- AliExpress: The most powerful built-in dispute system. Access through My Orders - Open Dispute. See our AliExpress dispute guide for full details.
- Shein and Temu: Do not have a formal "dispute" system per se, but support tickets serve a similar function. Escalate through live chat if ticket resolution fails.
- PayPal: If you paid with PayPal, you can open a PayPal dispute independent of the retailer's own system. This is a strong fallback for unresponsive sellers.
Chargeback as Last Resort
If all in-platform options fail, contact your credit card issuer to initiate a chargeback. Key points:
- Document everything: screenshots of your support contacts, tracking evidence, photos of the issue
- Most card issuers give retailers 45-60 days to respond to a chargeback
- Chargebacks should be genuine claims - misuse can result in account restrictions with the retailer
- Most credit cards allow chargebacks for items not received or significantly not as described
FAQ
Opening a legitimate dispute through a platform's own system generally does not affect your account standing. A chargeback with your bank, however, may cause the retailer to flag or close your account with them. Only initiate a chargeback for genuine claims.