In today’s e-commerce industry, AliExpress, as one of the global cross-border e-commerce platforms, provides sellers with a very convenient way to conduct transactions. However, product after-sales issues have always been a concern for sellers. In this article, we will outline the after-sales rules of AliExpress customer service to help sellers avoid after-sales disputes.
1. On AliExpress, the seller fills out the express delivery form after shipping the goods, and the buyer can apply for a refund within 5 days after the seller has shipped all the goods. If the delivery time limit set by the seller is less than 5 days, the buyer can apply for a refund immediately after the seller has shipped all the goods.
2. The seller must “accept” or “reject” the buyer’s refund application within 5 days after the buyer submits or modifies the dispute, otherwise the order will be executed based on the refund amount proposed by the buyer.
3. If the buyer and seller reach an agreement on refund matters, it will be handled in accordance with the refund agreement agreed upon by both parties; if they cannot reach an agreement, the dispute will be submitted to AliExpress for arbitration. Buyers can submit the refund application to AliExpress for adjudication after the seller rejects it. If the buyer fails to negotiate a refund agreement with the seller within 15 days after first filing a refund application, and the buyer does not cancel the dispute, the system will automatically submit it to AliExpress for dispute resolution on the 16th day. If the reason for the after-sales application is “goods in transit”, the system will automatically submit it to AliExpress based on the time limit.
4. AliExpress encourages sellers to actively negotiate with buyers and reach an agreement as early as possible to reduce AliExpress’s involvement. If the dispute is submitted to AliExpress, AliExpress will make a one-time ruling based on the evidence provided by both parties. If the seller is found to have violated the rules, the seller will be punished at the same time.
5. After-sales service mainly includes complaints, disputes, evaluations and other issues, involving bad transaction rates, seller service ratings and the credit rating system of accounts, which in turn affects rankings and sales.
What rules AliExpress customer service has after sales is very important to sellers. Understanding and complying with AliExpress customer service after-sales rules can help sellers standardize operations, avoid after-sales disputes, and improve buyer experience. Therefore, as a seller, you must pay attention to after-sales service, actively negotiate with buyers, and reach an agreement as early as possible to minimize the platform’s intervention and improve your sales performance.