Detailed explanation and rules overview of dispute resolution on AliExpress platform

Dispute handling process

After the seller ships the goods and fills out 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 delivery time limit set by the seller is less than 5 days, the buyer can apply for a refund immediately after the seller has shipped all the goods. A dispute is generated when a buyer submits a refund request.

When 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 reached by both parties will be followed; if an agreement cannot be reached, the dispute will be submitted to AliExpress for adjudication.

After the buyer submits the dispute, both parties have a 7-day negotiation period, and AliExpress’s “Dispute Assistant” will intervene within 7 days. If the reason for the refund application filed by the buyer is “goods not received – goods in transit”, the system will automatically submit it to AliExpress for ruling after the “limited time delivery” arrives.

AliExpress intervenes

Within 2 working days after the dispute is submitted to AliExpress for dispute resolution, AliExpress will intervene. AliExpress will make a one-time ruling based on the evidence provided by both parties. Sellers must accept AliExpress’s ruling.

Return processing

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 delivery notice within 10 days after reaching the refund agreement. AliExpress will handle it according to the following circumstances:

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• If the buyer fails to fill in the shipping notice within 10 days, the refund process will be ended and the transaction will be completed.
• If the buyer fills out the delivery notice within 10 days and the seller confirms receipt of the goods within 30 days, AliExpress will implement the refund agreement.
• The buyer fills out the delivery notice within 10 days. If the seller does not confirm receipt of the goods within 30 days and the seller does not raise a dispute, AliExpress will implement the refund agreement.
• Within 30 days after the buyer returns the product and fills in the return information, if the seller does not receive the return or the goods received are not the correct version, the seller can also submit it to AliExpress for dispute resolution.

AliExpress Platform Rules

Alibaba AliExpress (“AliExpress” for short) is committed to promoting a new business civilization of openness, transparency, sharing, and responsibility. In order to maintain and optimize the operating order of the AliExpress platform and better protect the legitimate rights and interests of AliExpress users, the AliExpress platform rules have been formulated. AliExpress rules include 7 parts: basic rules, industry rules, intellectual property rules, prohibited and restricted sales rules, marketing rules, investment rules and seller protection policies.

Violations and penalties

The AliExpress platform divides sellers’ violations into four major categories: violations of intellectual property prohibitions and sales restrictions, transaction violations and others, product information quality violations, and serious violations of intellectual property rights. The AliExpress platform will impose penalties for violations.

Seller service level

Seller service levels are based on the AliExpress platform’s assessment of various aspects of sellers’ indicators and classifying sellers into excellent sellers, good sellers, passing sellers and unqualified sellers. Sellers at different levels can obtain different platform resources.

The above content integrates the AliExpress platform dispute handling process, AliExpress platform rules, seller service levels, etc.