(1) Buyer files a refund application
Buyers can apply for a refund 10 days after the seller has shipped all the goods (if the seller sets a deadline of less than 5 days, buyers can apply for a refund immediately after the seller has shipped all the goods).
After submitting a return and refund or refund only application, the buyer needs to describe the problem, propose a solution and upload evidence. After the buyer submits the dispute, AliExpress’s “Dispute Officer” will intervene within 7 days (including the 7th day).
(2) Transaction negotiation between buyer and seller
If the buyer files a refund or return and refund application during the transaction, it enters the dispute stage and must negotiate with the seller to resolve it.
(3) Platform intervention and negotiation
After the buyer submits the dispute, the “Dispute Officer” will intervene within 7 days (including the 7th day). The platform will provide a solution based on the case situation and the evidence provided by both parties during the negotiation stage. Buyers and sellers can see the solutions of the buyer, seller and platform on the dispute details page. During the dispute resolution process, the dispute cause, solution, and evidence can be modified independently at any time (before the case is closed, if the buyer and seller are not satisfied with the solution, evidence, etc. they provided previously, they can modify it at any time). If the buyer and seller accept the solution provided by the other party or the platform, they can choose to accept this solution. At this time, both parties agree on the same solution and the dispute ends. At the same time, the disputed order is in the payment status and the buyer and seller cannot negotiate again.
(4) Return process
If the buyer and seller reach an agreement on return and refund, the buyer must ship the goods within 10 days (otherwise the payment will be paid to the seller). After the buyer returns the goods and fills in the return shipping number, the seller has 30 days to confirm receipt. If the seller does not receive the goods or is dissatisfied with the goods received, the seller can directly submit the order to the dispute platform. The dispute department will contact both parties for follow-up processing.
It should be noted that after the buyer returns the goods, the seller needs to confirm receipt or file a dispute within 30 days. If the operation is not performed within the time limit, the seller is deemed to have received the goods and a refund will be performed.