Detailed explanation of AliExpress dispute resolution process

On the AliExpress platform, when buyers are not satisfied with the goods or services, they can apply for a refund or return through a series of steps. This article will analyze this process in detail to help merchants better understand and respond to possible problems.

The 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, the buyer can apply for a refund immediately after the seller has shipped all the goods.
• After submitting a return refund or refund-only application, the buyer needs to describe the problem and propose a solution and upload evidence.

Transaction negotiation between seller and buyer

• If the buyer files an application for refund or return during the transaction, it will enter the dispute stage and must be resolved through negotiation with the seller.
• For disputes that the seller has not responded to, click the “Reject and Provide Solution” or “Accept” or button to enter the dispute details. It needs to be processed within 5 days. If it is not processed in time, the system will automatically execute it according to the customer’s requirements.

Platform intervenes in negotiation

• After the buyer submits a dispute, the “Dispute Assistant” 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.
• If the platform intervenes, it will intervene within 7 days. Buyers and sellers can see the plans of the buyer, seller, and platform on the dispute details page. If they accept the plan given by the other party or the platform, they can directly agree to the plan and the dispute is completed.

Return Process

• If the buyer and seller reach an agreement for return and refund, the buyer must ship the goods within 10 days (otherwise the money will be transferred to the seller). After the buyer returns the goods and fills in the return tracking number, the seller has 30 days to confirm receipt of the goods. 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 at this time.
• For returns and refunds, the seller needs to confirm the delivery address for return. The buyer must send the goods within 10 days, and the seller has 30 days to confirm receipt. The seller confirms receipt of the goods and the dispute is completed.

Notes for merchants

• Don’t be afraid to respond to the buyer’s information in a timely manner if there is a dispute. You can predict the buyer’s thoughts from the buyer’s perspective and provide a fair solution that is acceptable to the buyer.
• If an AliExpress store has a high dispute rate for a long time, severe penalties will be imposed. In serious cases, the store may be closed, and it must be dealt with promptly and proactively.

To sum up, it is crucial for merchants to understand and be familiar with AliExpress’s dispute handling process. This not only helps improve customer satisfaction, but also effectively avoids unnecessary losses and protects your own rights and interests.