(1) After the seller has shipped the goods and filled in the shipping notice, if the buyer has not received the goods or is not satisfied with the goods received, he or she can apply for a refund 10 days after the seller has shipped all the goods (if the seller sets the delivery deadline to be less than 5 days, the buyer can apply for a refund immediately after the seller has shipped all the goods). The dispute is generated when the buyer submits a refund application.
(2) After the buyer submits or modifies the dispute, the seller must “accept” or “reject” the buyer’s refund application within 5 days, otherwise the order will be processed according to the refund amount proposed by the buyer.
(3) If the buyer and the seller reach an agreement through negotiation, the refund agreement reached by both parties will be followed; if no agreement can be reached, the dispute will be submitted to AliExpress for arbitration.
· After the buyer submits the dispute, the two parties have a 7-day negotiation period, and the “dispute clerk” of AliExpress will intervene within 7 days (including the 7th day).
· If the reason for the refund application filed by the buyer is “not received-goods in transit”, the system will automatically submit it to AliExpress for arbitration after the “delivery deadline” arrives.
(4) In order to improve the buyer experience and confidence in the AliExpress platform and its sellers, AliExpress encourages sellers to actively negotiate with buyers. In the event of a disagreement in the negotiation, the “Dispute Agent” will take the initiative to intervene and provide a solution (after the “Dispute Agent” intervenes, the buyer and seller can still negotiate).
(5) If the buyer and seller reach a refund agreement and the buyer agrees to return the goods, the buyer should complete the return shipment and fill in the shipping notice within 10 days after reaching the refund agreement. AliExpress will handle it as follows:
· If the buyer fails to fill in the shipping notice within 10 days, the refund process will be terminated and the transaction will be prompted to be completed.
· If the buyer fills in the shipping notice within 10 days and the seller confirms receipt within 30 days, AliExpress will execute according to the refund agreement.
· If the buyer fills in the shipping notice within 10 days, the seller fails to confirm receipt within 30 days and the seller does not raise a dispute, AliExpress will execute according to the refund agreement.
·Within 30 days after the buyer returns the goods and fills in the return information, if the seller has not received the returned goods or the goods received are not the same as the ones described, the seller can also submit the dispute to AliExpress for resolution.