AliExpress refund and partial refund dispute handling guide

With the rapid development of cross-border e-commerce, more and more consumers choose to shop on platforms such as AliExpress. During the shopping process, it is inevitable to encounter refund issues, especially when buyers receive defective goods. How to handle partial refund disputes is particularly important. This article will comprehensively introduce the relevant policies and operating steps for refunds on AliExpress.

1. Refund process and arrival time

1. Order Cancellation
   When a buyer applies to cancel an order, the AliExpress platform will process the refund immediately. If the buyer uses a credit card, it usually takes 7-10 working days for the refund to arrive. In addition, if the buyer does not receive the goods and the seller does not provide valid delivery proof, the system will automatically refund the buyer.

2. Refunds for shipped orders
   If the order has been shipped, the buyer can request a partial or full refund. The seller must respond within 5 days after the buyer submits a refund request. Failure to respond within the time limit will cause the system to automatically refund the buyer’s amount. After the refund operation is completed, the seller’s dispute rate will be recorded. Sellers need to pay attention to the dispute rate indicator in the “Seller Service Rating”.

2. Precautions for returns and refunds

1. Refund options and dispute implications
   When applying for a refund, buyers can choose the refund amount. For unshipped orders, if the buyer chooses “own reasons” to cancel the order, it will not have a negative impact on the seller; if the buyer chooses “seller’s reasons”, it may affect the seller’s transaction record. This will have an impact on search rankings.

2. After-sales service and dispute resolution
   Once a buyer requests a refund, the seller should respond promptly. If the buyer’s application is unreasonable, the seller should retain relevant evidence for subsequent appeals. Note that under any circumstances, sellers are not allowed to guide buyers to conduct direct transactions offline, which will cause sellers to bear additional risks, and the AliExpress platform does not support such a transaction method.

3. Consequences of late response
   If the order transaction is completed 15 days later, the buyer will not be able to apply for a refund in the order, but both parties can agree on a return plan and contact AliExpress customer service for further processing. Late responses from sellers may lead to unnecessary disputes, so refund applications need to be processed in a timely manner to reduce the potential risk of dispute rates.

By understanding the above refund process and precautions, sellers can better handle refund disputes on AliExpress, improve customer satisfaction, and protect their own business interests.