AliExpress Dispute Resolution Strategies and Preventive Measures for Unreceived Goods

1. How to handle disputes about goods not received on AliExpress

1. Dispute handling during package transportation

After delivery, if the buyer has not received the goods after a long wait, the customer will usually raise a dispute. At this time, if the correct delivery information cannot be found and the order logistics information is incomplete, the AliExpress platform will determine that the dispute is the seller’s responsibility. Sellers need to respond within the specified time, provide proof of delivery or actual receipt of goods, and actively communicate and negotiate with customers. If there is a wait due to customer reasons, the specific time and voucher can be reflected in the dispute feedback. At the same time, you should actively communicate with the logistics company about the status of the goods.

2. Disputes arising from packages arriving for collection

For disputes arising from packages arriving for pickup, the platform will generally contact the customer for pickup. If the item is not picked up within the stipulated time or a valid certificate is not provided, the buyer is generally responsible. The seller should use the Chinese text “Arrived for collection” found on the website and communicate with the buyer about pickup.

3. The problem of inconsistent delivery addresses

For issues where the delivery address is not completely consistent, the platform will generally verify the delivery of the goods and confirm with the customer. If the customer has received the goods and there are no problems, or there is no response within the specified time, the platform will directly release the money to the seller. If the buyer still reports that the goods have not been received after the delivery time is displayed on the logistics website, and the logistics information does not accurately match the delivery, the seller needs to provide a delivery receipt to confirm the shipping address, so the delivery receipt must be kept.

2. Methods to avoid disputes about goods not received

1. Carefully select logistics companies

If possible, be sure to choose a diversified logistics portfolio. According to the freight speed of logistics companies in different regions, we help stores build fast logistics capabilities. This not only ensures transportation timeliness, but also reduces the incidence of “not received goods” disputes.

2. Improve communication effectiveness

Choose customer service staff with empathy and communication skills. If logistics is delayed due to objective reasons, customer service staff should promptly inform the customer and provide corresponding emotional value and solutions to ensure customer experience.

3. Effective methods to resolve disputed orders on AliExpress

1. Maintain good communication

When a dispute occurs, it is crucial to communicate promptly and amicably with the other party. Both parties should express the problem and seek mutual solutions. Good communication helps both parties reach mutually beneficial solutions and reduce the development of disputes.

2. Provide accurate product descriptions and pictures

To avoid order disputes caused by inaccurate product information, sellers should provide as detailed and accurate product descriptions and pictures as possible to ensure that consumers can obtain true product information.

3. Set up a reasonable return and exchange policy

Having a clear return and exchange policy can help reduce disputes and increase satisfaction for both parties. This policy helps provide sellers and buyers with a clear resolution framework in the event of disputes.

4. Understand AliExpress’s dispute resolution process

The AliExpress platform has established a special resolution process for disputed orders. Both sellers and buyers should familiarize themselves with these regulations and follow them. Understanding and following the process specified by the platform can help resolve disputes efficiently and reduce possible negative impacts.

4. How do buyers resolve transaction disputes on the order page?

1. Log in to your AliExpress account

Buyers need to log in to their AliExpress account. Make sure the account used is associated with the order involved in the dispute.

2. Enter the order page

After successfully logging in, the buyer needs to enter the “My Orders” page. This option can be found via the relevant link in the navigation bar at the top of the page or on your personal account page.

3. Select the non-received goods dispute page

In the “My Orders” page, buyers need to find the relevant orders that have not received the goods and click to enter the order page.

4. Find and click the dispute application button

After entering the order page, the buyer will see a button called “Request a Dispute” or similar. Once you find the button, click into it.

5. Fill in the dispute information about not received goods

After entering the dispute application page, the buyer will be asked to provide detailed information about the non-receipt of the goods. This information may include but is not limited to order number, logistics details (such as tracking number, logistics company), estimated delivery time, solutions requested by the buyer (such as refund, resend, etc.).

6. Submit a dispute request

After completing the dispute information, the buyer needs to carefully review the information provided. After making sure it is correct, click the Submit button to submit the dispute application to AliExpress.

7. Track the progress of dispute resolution

Buyers can check the progress of dispute resolution in the “Dispute Management” or similar page of their AliExpress account.

8. Comply with AliExpress’s ruling

Ultimately, AliExpress will provide adjudication for disputes involving buyers not receiving goods. Buyers need to abide by AliExpress’s ruling and take further actions as required.

Summary

Through the above methods, AliExpress sellers and buyers can effectively deal with disputes about unreceived goods and reduce unnecessary negative impacts. Sellers should choose the right logistics company, improve communication efficiency, maintain good communication, provide accurate product descriptions and pictures, set reasonable return and exchange policies, and be familiar with AliExpress’s dispute resolution process. Buyers can resolve transaction disputes through the order page, accurately provide dispute information and cooperate with AliExpress’s investigation. At the same time, it is also very important to preserve relevant evidence, communicate in a timely manner, explore solutions, pay attention to dispute deadlines, and comply with AliExpress’s policies and regulations.