The most important rules in AliExpress’ after-sales rules are time-limited delivery and triple compensation for counterfeit goods.
(1) Time-limited delivery
During the first phase of consumer protection, AliExpress launched a time-limited delivery (promised delivery time) service for all sellers.
Sellers fill in the “promised delivery time” in the freight template according to their own cargo capacity, and promise to guarantee the delivery time of different transportation methods to different countries (for example, EMS promises to arrive in the United States within 27 days at the latest).
The time interval refers to the time from when the seller fills in the waybill number to when the goods are successfully delivered. The upper limit is 60 days, of which the upper limit for time-limited delivery in Russia is 90 days and in Brazil is 120 days. This is more generous in terms of time than the current dispute refund rules for commercial express (23 days) and EMS (27 days). When adding a freight template, sellers can choose “custom delivery time” to set it.
If the following three conditions are met at the same time, the payment will be fully refunded to the buyer after platform arbitration:
The goods fail to arrive within the time limit.
· The buyer filed a dispute over overdue compensation.
· The buyer and seller could not reach an agreement after communication.
(2) Three-for-one compensation for fake products
Three-for-one compensation for fake products is a protection plan launched by AliExpress in the second phase of consumer protection. If the buyer’s compensation application is established, the seller shall bear the liability of three-for-one compensation for fake products, that is, return the amount actually paid by the buyer, and compensate the buyer at twice the actual price of the goods paid by the seller (excluding shipping costs), and bear all shipping costs.
When AliExpress determines that the number of transactions for which the three-for-one compensation for fake products is established is greater than or equal to two, this agreement will automatically terminate.