①After the seller ships the goods and fills in the shipping notice, if the buyer does not receive the goods or is not satisfied with the goods received, he 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, 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.
②After 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 executed according to the refund amount proposed by the buyer.
③If the buyer and the seller reach an agreement through negotiation, the operation will be carried out in accordance with the refund agreement reached by both parties; 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” 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 deadline arrives.
④ In order to improve the buyer experience and confidence in the AliExpress platform and platform sellers, AliExpress encourages sellers to actively negotiate with buyers; in the event of disagreement, the “Dispute Manager” will take the initiative to intervene and provide a solution (after the “Dispute Manager” 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, and AliExpress will handle it according to the following circumstances.
If the buyer does not fill in the shipping notice within 10 days, the refund process will be terminated and the transaction will 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 and the seller does not confirm receipt within 30 days and 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.