Regarding disputes, AliExpress has three assessment indicators for sellers, namely dispute rate, ruling filing rate and seller responsibility ruling rate. The original intention of setting up these three assessment indicators is to distinguish the service capabilities of sellers and also to allow buyers to find sellers with relatively good service capabilities.
After the seller delivers the goods and fills in the delivery 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 has set a time limit If the delivery time is less than 5 days, the buyer can apply for a refund immediately after the seller has shipped all the goods), and the dispute will be generated when the buyer submits the refund application.
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 executed based on the refund amount proposed by the buyer.
If the buyer and seller reach an agreement through negotiation, the refund agreement will be followed. If an agreement cannot be reached, it will be submitted to AliExpress for adjudication:
After the buyer submits the dispute, both parties have a 7-day negotiation period, and the staff responsible for handling the dispute will respond within 7 days (including the 7th day) ) intervenes for processing;
If the reason for the refund application filed by the buyer is “the goods have not been received and the goods are in transit”, the system will automatically submit it after the time limit is reached
AliExpress rules.
For disputes, AliExpress encourages sellers to actively negotiate with buyers. After AliExpress’s dispute handling staff intervene, they will make a one-time ruling based on the evidence provided by both parties. The seller must accept AliExpress’s ruling.
How to resolve disputes
1) Disputes about the buyer not receiving the goods
When the logistics status shows that the goods are still on the way and have not arrived yet, the seller can and The buyer communicates first to close the dispute channel and help him extend the delivery time. Because many buyers are afraid that their interests will not be protected and file disputes, as long as the buyer’s goods have not been confirmed to be received, the buyer will patiently wait for the receipt of the goods and be sure that the funds are safe.
2) Disputes over short shipment of goods
The reason for the dispute may be that the order contains multiple items and the seller uses two packages to ship the goods. One package has been delivered, and the other package has been delivered. A package is still on its way, and the buyer files a dispute on the grounds that it has not been received and is requesting a partial refund. When encountering such disputes, the seller can reject the dispute, emphasize to the buyer that another package is still in transit, and provide the buyer with the tracking number of the package in transit. At the same time, it helps buyers extend the delivery time and wait for the arrival of packages in transit. After the platform intervenes in such disputes, both parties will be notified of the situation via email.
(Buyer) Some packages are in transit, it is recommended to wait. If the package is delivered, please confirm receipt.
The tracking number shows the goods are in transit, we’ll ask seller to contact shipping company to confirm the status of package within 3 calendar days. If you have received the goods in goc condition, please cancel this claim and confirm order received.
(Seller) The transportation time of the goods has exceeded the promised delivery time. It is recommended to actively communicate with the buyer. If the package has not been delivered after the response time limit expires, the seller should agree to a partial refund and inform the buyer.
I have agreed to refund you. Firstly, I refused your dispute is that because this parce RB59xxxx564CN is in shipping.I hope it can be shipped and we extended deliery time for you. l do not ingored you. I am very sorry for the late.
3) Customs detention
Customs detention means that the goods in the transaction order are detained by the customs of the importing country due to customs-related reasons. Home has not received the goods. Reasons involved in customs include but are not limited to the following reasons:
·The importing country restricts the import of order goods;. The tariff is too high and the buyer is unwilling to clear customs:
·The goods ordered are fake, imitation, or contraband and are directly destroyed by the customs of the importing country;
·The declared value of the goods is different from the actual value The value does not match, resulting in the buyer having to pay a penalty in the importing country;. The seller is unable to issue the relevant documents that the importing country requires from the seller;. The buyer is unable to produce the relevant documents required by the importing country.
When goods are detained by the customs of the importing country, the common logistics status is as follows:
ehanded over to customs (EMS); e clearance delay (DHL);
·Dougne (it will show delivered in France, but the signer is Dougne).
AliExpress will remind the seller within 2 working days from the date of receiving the ruling on such disputes to provide information and evidence on the reasons for customs detention within 7 days. Liability is determined and adjudicated based on information and evidence. It is recommended that sellers pay attention to the logistics situation in a timely manner after the goods are shipped, maintain communication with buyers and logistics companies when abnormalities occur, understand the reasons for customs detention in a timely manner, and provide relevant information and evidence as much as possible.
4) The original package was returned
The goods in the transaction order could not be delivered because the buyer’s delivery address was incorrect or incomplete, or the goods could not be cleared due to the buyer’s reasons, resulting in the package If the package is returned, within 3 days after AliExpress notifies the seller to provide evidence, the seller must provide proof that the package cannot be delivered normally due to the buyer’s fault. The form of proof can be a check list from the logistics company, an email certificate issued internally by the logistics company, Chat records with buyers, etc.
The package was sent or dropped off at a non-buyer’s address because the seller filled in the wrong buyer’s delivery address, or the post office mistakenly sent the package to a non-buyer’s address, resulting in the buyer being unable to If you sign for the package normally, the seller will provide the delivery receipt and the communication record of the buyer’s request to modify the delivery address within 3 days from AliExpress notifying the seller to provide evidence. If the address on the receipt is inconsistent with the buyer’s delivery address, and the seller cannot provide evidence to prove that the buyer requested to change the delivery address, it can be determined that the seller sent to the wrong address.
If it is ultimately determined that the seller sent the goods to the wrong address, it is recommended that the seller first try to contact the logistics company to change the buyer’s delivery address. If the buyer receives the goods after the change, the full amount will be released; if it cannot be changed or If the buyer still has not received the goods after the change, it is recommended that the seller contact the logistics company to retrieve the package.
5) The logistics shows that the goods have been delivered
The logistics information shows that the goods have been delivered, but the buyer filed a refund application because the goods were not received, and no agreement was reached with the seller. Opinions are submitted to AliExpress for ruling
Within 3 days from AliExpress notifying the seller to provide evidence, the seller must provide proof of proper delivery of the goods (screenshots of logistics information from the logistics company, proof of proper delivery, etc.).
6) Buyer’s refusal
Buyer’s refusal includes reasons for refusal and refusal without reason. There is a reason to refuse the visa, that is, when the goods are delivered to the buyer (including the buyer’s representative), the buyer finds that the goods have visible damage or are inconsistent with the order, such as damaged goods, short packaging, serious mismatches, etc., the buyer can Refuse to sign on the spot. Refusal to sign without reason means that when the goods are delivered to the buyer (including the buyer’s representative), the buyer refuses to sign for receipt without any reason. Sellers can provide corresponding chat records and shipping logistics orders.
7) Goods lost in transit
Sellers need to explain to buyers the impact of the dispute on their stores. In addition, if the goods are definitely lost, the seller can re-ship the goods and issue a new waybill number to the buyer in a timely manner.
8) Disputes arising from goods received by the buyer that do not conform to the agreement
Quality issues. Find the real reason in time. If it is a quality problem, you can give the buyer the option to return the product for a refund or save the goods and get a partial refund. Since there is no concern about the dispute rate, as long as the buyer accepts the plan, the dispute can be resolved.
Does not match description. There are differences in color, size, product packaging, brand, style/model, etc. between the goods received by the buyer and the seller’s description on the corresponding product details page on the website.
The product description shall be subject to the product description displayed by the seller on the AliExpress platform. Sellers need to ensure that the product description information (including product title, product details page, etc.) is consistent. If there is conflicting or misleading information, the platform reserves the final right to adjudicate the dispute.
If the seller has clearly informed the buyer before the buyer places the order that the product may have a color deviation, or the product may have a certain error and the size of the error is clarified, within 3 days from AliExpress issuing the notice The seller needs to provide communication records about the prompts as proof.