Aliexpress received a defective product. What to do if the product is defective from Aliexpress. To do this, you need to open a dispute

What should I do if the product purchased on Aliexpress does not work?

5 (100%) 3 ratings.

The warranty and the right to return goods ordered on Aliexpress apply to the same cases as in stores around the world:

The goods have not been received in full;
The product does not meet the declared characteristics;
The product is defective.

Aliexpress does not provide any warranty for the purchased goods, this responsibility lies with the sellers. Before making a purchase, it is recommended that you familiarize yourself with the terms and conditions and warranty obligations of the seller. Sellers with a high rating value their reputation very much and try to fulfill all their warranty obligations so that the client is satisfied not only with the purchase, but also with the service.

Warranty information can be found at the bottom of the product page.

The conditions for providing a guarantee, as a rule, are the same for all sellers:

The warranty period is 12 months;
Return shipping costs are the responsibility of the buyer;
The warranty covers any problems that arose through no fault of the buyer;
Seller is not responsible for additional "Free Gift" items.

All questions regarding returns should be addressed directly with the seller. If the issue price is not high, you can agree on a possible discount on the next purchase or on partial compensation in the form of sending a non-working part for a replacement, or a partial refund. If you happen to purchase a completely faulty item, send it back and claim a full refund.

Non-critical problems that arose during operation are easier to solve on your own by contacting a local service center. At the same time, you can agree with the seller that he will send you the necessary spare parts for replacement free of charge or reimburse you for their cost. Reimbursement for the money spent on replacing a non-working part is a very popular method that solves the problem in a fairly short time. The exchange of goods is a rather long procedure. Sending the goods takes a long time, plus you will have to wait for the goods again.

How to negotiate with the seller?

The seller can be contacted via private messages, indicating your order number and describing the problem, or write a message to the order in the MESSAGE field.

If you offered the seller the option to refund the cost of replacing the required part at the local service center, you will need to provide a scanned receipt.

Do not try to deceive the seller. If your purchase cost you $200 and you are claiming a refund for a $190 small part replacement, then of course you will not receive a refund. In large stores, there is usually always a manager who speaks Russian, who will help you read the document correctly and calculate the losses.

In this article, we will talk about such an important point as opening and maintaining a dispute (dispute) on Aliexpress. And we will try to understand the following questions:

In general, we will figure out what needs to be done in order to win a dispute on Aliexpress and get your money back as quickly as possible.

It's no secret that goods from Aliexpress may not arrive in good condition, with defects that do not match the description, or they may not arrive at all, lost somewhere along the way. Things happen.

The money for the defective goods has already been paid, the seller is in China - what to do?

It is to resolve such situations that the Aliexpress administration introduced such a tool as Dispute or Dispute call it what you like, it makes no difference.

A dispute with the Aliexpress seller will allow you, firstly, to inform the seller that his goods are not working or have not arrived, and secondly, to demand a refund of the money paid.

In principle, this is the simplest dispute dispute on Aliexpress. You told the seller that his product was broken, and he returned your money (or part of the money) for this. And quite often it happens that everything happens (especially with cheap goods). The seller does not want to waste time arguing with the buyer, even less does he want to shine in front of the Aliexpress administration, so he simply offers to return the money for the goods, in exchange for good review from you. I think everyone noticed that 98% of all reviews on Aliexpress are positive, although products with jambs are not so rare.

The situation is more complicated with more expensive goods or simply stubborn sellers. In such cases, the return of money can be another headache.

First, you will be taken to the order information page. At the very bottom of this page there is another link “Open a dispute”, click on it, and start filling out something like a questionnaire. And the first thing you need to specify is what exactly you want from the seller.

Reasons for opening a dispute on Aliexpress

Problems with the delivery of goods
- Order protection is already expiring, but the package is still on the way
- The transport company returned the order
- No tracking information
Problems with customs
The seller sent the order to the wrong address

After choosing a suitable reason, all you have to do is write a small comment to the seller and (for now, if you wish) attach a couple of photos or even a video.

What can be demanded from the seller in a dispute on Aliexpress?

The choice here is not large, you have only two options:

Refund- you demand that the seller refund your money for the goods. You do not want to return the item to the seller. The best option, believe me, you do not want to send the goods back to the seller.

Return of goods and money– you want to return the money for the goods and are ready to send it back to the seller. Not the best idea - shipping to China costs money, something around $ 20. Parcels from Russia to China go no faster than from China to Russia. And you will receive a refund only after the goods are returned to the seller.

The situation is a little easier with sellers who have a so-called « » . Here you need to pay for the delivery of goods only to the seller's warehouse in Russia (usually Moscow). And the seller will pay the costs of shipping the goods to China.

Well, the money will be returned to you as soon as the goods arrive at the warehouse, and not in China.

All sellers have a local return, as well as simple sellers who have such a guarantee:

On the one hand, when returning goods and money, the seller breaks down less and willingly returns the money. On the other hand, you spend money on sending the goods back to the seller and wait a month or even more until the package arrives (and God forbid something happens to it on the way). Which option to choose is up to you.

What to write to the seller in a dispute?

What should we write in a dispute on Aliexpress? Yes, not much at all. In just a few words, describe what you ordered, what you received, and why you want a refund. Specify the shortcomings of the goods , again without any detailed descriptions: the smartphone does not turn on, there is a bad smell from the T-shirt, there is a crack on the screen, the case is scratched, and so on.

You do not need to crucify in front of the seller, as you are very upset by a low-quality product. He does not care.

It is also worth uploading a couple of photos of low-quality goods . Take a close-up photo of scratches or cracks. If your smartphone does not turn on, connect it to the charger and take a picture that nothing is happening.

In general, if even at the post office you suspected that something was wrong with the parcel (shards ring, for example), Can you make an unboxing video? . it the best option.

At first, this is more than enough. Open a dispute and wait for the seller's response. Depending on what he answers, we will think about what to do next.

In what language should I correspond in a dispute on Aliexpress?

Well, in general, you will receive all messages from Aliexpress and from the seller in English. You can also express your requirements in English. Although there will be no difference if you write in Russian. That you will translate your message in the translator that the seller, all the same.

During subsequent correspondence with the seller, if any, you should refrain from rudeness, obscenities and other nonsense. Yes, the seller will put pressure on pity, demand proof, offer their own solutions to the problem, etc.

We remain calm and carefully read everything that the seller writes to us. If he asks for any evidence, we present it. Again, everything is within reasonable limits - a video for 3-5 minutes, normal quality is enough, no need to shoot blockbusters.

If the seller requires some kind of dance with a tambourine during this video that you cannot perform, just write to him - that it is not possible to fulfill the request. If anything, you can always wait for the intervention of Aliexpress, where the evidence requirements will be more adequate.

If you shed a tear after the seller’s pitiful story about his plight and are already thinking about canceling the dispute, think again if you live well enough to essentially just give the Chinese the Nth amount of money. In addition, if you opened a dispute in the last days of the Buyer Protection expiration, it will no longer be possible to open a dispute again.

And again, be careful with what the seller offers you. You don't have to take the seller's word for it, never. Do not close the dispute because of the promise of a refund bypassing Aliexpress or some good discounts.

The seller may offer you to repair the goods at his own expense and pay the cost of the repair. Do you need it?

The seller can accept the dispute, but at the same time change its conditions - instead of "Refund" put "Return of goods and money". Double-check before agreeing to his offer.

And now let's talk in more detail about the timing when opening a dispute on Aliexpress.

Terms of opening and conducting a dispute on Aliexpress

As mentioned above, you can open a dispute on Aliexpress:

Not earlier than 10 days from the date of shipment of the goods- namely sending, the time of verification and processing of the payment is not taken into account.

And no later than 15 days from the date of confirmation of receipt of the goods It doesn't matter when you received the item in the mail. The time will start counting only when you confirm receipt of the goods on Aliexpress.

There are cases that Aliexpress does not allow you to open a dispute if the goods are not received. In this case, users receive messages like:

According to our records, your package has already arrived in the country of destination. She will be coming to you very soon! Most parcels are delivered within the time specified by the seller. If you do not receive your package by ****-**-**, open a dispute and we will help you find a solution.

In the message, you are offered to wait until the deadline for the delivery of the goods and only then open a dispute. That is, you have only 15 days to open. An unpleasant rule, you will agree.

However, there is a small life hack:

First you need to open a dispute
Disable internet
And then, in the “Did you receive the goods” garf, select “No”. In this case, the system, instead of the specified message, will allow you to fill in all the other fields.
Turn on the Internet and click the "Submit" button

While it works.

This is with regard to the timing of the opening of the dispute. Now let's look at the terms that apply when conducting a dispute on Aliexpress.

7 days- that is how much is given to you with the seller to resolve the dispute. The countdown starts from the moment the dispute is opened, regardless of whether the seller accepted it or not.

During these 7 days, you will find an exciting or not very correspondence with the seller. As I said, some sellers will by hook or by crook convince you to close the dispute, change the reason, reduce the shipping amount, etc.

After 7 days, the dispute will escalate and the Aliexpress administration will deal with your problem.

5 days- if 5 days have passed since the opening of the dispute, and the seller has not accepted it (just scored, did not answer), the dispute is automatically closed and the money is returned to you.

Perhaps the best scenario. But this is rare.

15-60 days- this is how long it can take to consider an aggravated dispute by the Aliexpress administration. Do not be afraid of the figure of 60 days, it is rather a reinsurance in case of particularly difficult situations. Usually everything is considered in a couple of weeks, or even faster.

5-15 days– how long does the refund process take in case of positive decision Aliexpress.

Exacerbation of the dispute on Aliexpress, perhaps better for you than for the seller. Whatever they say, the administration prefers to side with the buyer. The main thing here is to provide them with all the necessary evidence.

Related video:

Exacerbation of the dispute on Aliexpress

The aggravation of the dispute occurs automatically, after 7 days from the date of its opening.

How to aggravate the dispute on Aliexpress yourself?

No way. It used to be possible, but now it's gone. So before aggravating the dispute, you have to wait a week.

Attracting Aliexpress to the dispute

And now the omnipotent administration of Aliexpress intervened in your dispute. What's next?

The first thing Aliexpress will do is consider your evidence provided earlier. At the same time, your correspondence with the seller will not be taken into account when resolving the dispute, no matter what you agree on there, no matter what stories you tell each other.

And here is the first important point. If Aliexpress considers your evidence insufficient, and most likely it will be. You will receive a message with the following content:

Don't worry, no one has thrown you. This is just a suggestion, for now. But in the details of this message you can find interesting information about what evidence you need to provide in order to return the money.

Usually these are photos and videos. It would seem, why not immediately send all this evidence when opening a dispute?

It’s just that usually Aliexpress has certain requirements for this evidence, for example: you need to shoot a video where your smartphone is connected to a charger and does not show signs of life, and another device is connected to a nearby outlet, which is charging normally.

This is done to make sure that the goods are not working properly, as well as to exclude the option of falsifying evidence.

Requirements change periodically from case to case. So it’s better to find out exactly what Aliexpress will require from you specifically.

Yes, you have a specific time frame for providing evidence(usually 3 days) so don't miss it.

Then, for some time, Aliexpress will consider your evidence and make a decision.

There may be several solutions. For example, I had two for a faulty smartphone:

1 solution- partial refund, about 90% of the order value. Apparently they deducted the cost of shipping, a gift case, etc. The phone remains with me.

2 solution- a full refund, but subject to sending the phone back to the seller.

I made the first decision, the seller made the second. After a couple of days, Aliexpress took my side and decided on a partial refund.

It may also be possible that the seller himself agrees to return the money to you.

And there are times when Aliexpress decides not to return anything to you, declares you a fraudster and blocks your account. Yes, that happens too. But this happens mostly really with scammers who have open disputes for almost every order. Allegedly, all goods are defective, etc.

In general, the decision of Aliexpress on your dispute depends primarily on your evidence and the evidence of the seller, your reputation with him and the history of previous purchases are also taken into account. If in a relatively short period of time you have opened several disputes (no matter for what reasons), then problems may arise.

In general, you should not worry about the fact that you had to open a dispute on Aliexpress. If you are right and they really sent you a low-quality product or did not send it at all, they will refund your money without any problems. You just have to spend a little time.

How to change and edit a dispute on Aliexpress

If you made a mistake when specifying the reason for the dispute, or the seller still told you to change it, you agreed with the seller for a different refund amount, and in general, if you need to change something or add to the dispute, you can do it without any problems.

To do this, just press the button "Change" and make the necessary changes.

In fact, you will be prompted to fill out the same questionnaire again as when opening a dispute.

Specify another reason for the dispute, change the refund amount and confirm.

You can't change an aggravated dispute.

Refund from Aliexpress

We won the dispute, when will the money be returned and where?

Everything is simple here. Money from Aliexpress is returned to the details from which you paid for the order. They paid with a bank card, money was returned to it, etc.

As for the terms of the refund, they are as follows:

In my case, the money was returned 12 days after the decision was approved by the Aliexpress administration (returned to the Sberbank card)

From this article you will learn how to open a dispute on aliexpress step by step instructions. I will tell you everything with examples, how to open a dispute, how to return money if the goods are defective, etc.

Today my watch arrived for $1.08. I knew that there was a high probability that they were of poor quality, but I did not pretend to be more. The main thing is to work. But as it turned out the product was defective and the seller decided to throw me away, but it wasn’t there, I open a dispute, showing you with examples, and I will fix each step so that you can return the money on my example if your product does not match.

Dispute, also known as Dispute, is a function introduced to the aliexpress platform to protect consumer rights. For example, if you received the wrong product that you wanted, you have the right to open a dispute, while explaining to the seller that his product is not of high quality and you want to get your money back. Or, for example, the goods did not arrive, and you also want to receive a refund.

You can request a full or partial refund. It all depends on the condition of the goods or on the reason for which you opened the dispute. Of course, if the item is damaged but can be repaired, you can ask for a partial refund. If you have not received your parcel at all, then you have every right to stay 100% of the amount.

To do this, you need to state the essence of your problem as much as possible, take a picture, record a video, correctly describe your problem. The more evidence, the more likely the return of funds.

How long does a dispute on aliexpress last

First, there are negotiations between the seller, which take up to 15 days. If within 15 days the seller has not put forward normal offers, then the buyer has the right to aggravate the dispute, which takes another 30-40 days. An aggravated dispute is when support for the aliexpress administration comes into play. And only she makes the decision, neither the seller nor the buyer can dictate their terms in case of an aggravated dispute.

Reasons for opening a dispute

There are a lot of reasons why you have the right to open a dispute, I have listed some of them below:

The goods did not arrive;
The product is defective;
Does not match the description;
Another colour;
Wrong size;
And so on.

For whatever reason you would not open a dispute, the probability that you will win it is great, the main thing is to prove that the product is not the same as you ordered.

How to open a dispute on aliexpress step by step instructions

And so to open a dispute on aliexpress, we need to go to the section "MyAliExpress" Further " My orders"Next, look for the product for which you want to open a dispute and click the tab "Open dispute" :

1) Have you received the ordered goods;
2) Refund amount;
3) Whether you want to return the goods to the seller.

And they should describe the essence of your problem in an empty window, below I will show how it looks. You should be as brief as possible, but at the same time clearly tell what happened to your product. All this on English language. There are no problems if you use a translator like translate.google.ru or translate.yandex.ru , as they do their job very well and a native speaker of a foreign language will easily understand you.

Also, without fail, you must attach photos, weighing no more than 2 mb and format only jpg, jpeg, bmp, gif, png. If the photos do not convey the whole essence of the problem, you can also attach a video, weighing no more than 500 mb. The video format is supported in 3GP, MP4, MPV, MOV, RM, RMVB, AVI, MPEG, WMV, DAT, VOB, FLV.

In general, I really liked how the site itself shows and tells how to correctly prove one's case by reference activities.aliexpress.com/adcms/help-aliexpress-com/Gathering_evidence.php so far only in English, but in the future I think they will translate into Russian.

And so let's start step by step instructions on my example. And so the first thing they ask you is if you received the order, I click "Yes" because I received it:

I ordered a watch, but they were not working and very poor quality. The fastener does not hold. Please return my money. Photos and videos attached.

What is translated from English

I ordered a watch, but it turned out to be not working, and of very poor quality. The fastener does not hold. Please return my money. Photos and videos are attached.

In my case, I uploaded a photo and video of the clock not working:

After download:

You can also negotiate with the seller to solve the problem.

A moment of attention!!!I have already written about this and that, it is these articles that will help you with some of the problems that you may encounter;

This dispute has not yet been resolved, and I will add more about all the stages.

You can also watch a video on how to open a dispute on aliexpress:

Each buyer, ordering goods on Aliexpress, is looking forward to the treasured package. But it often happens that the parcel does not reach the addressee, or in the package you can find something completely different from what was expected. An outraged customer is in a hurry to open a dispute and throw out all his indignation at the seller and the trading platform. But it’s better not to get excited, but to make an informed decision and argue correctly. How to do it?

Five tips on how to conduct a dispute correctly on Aliexpress.

First of all, it is necessary to determine the reasons when you can open a dispute. They must be reasonable, and the buyer must have direct evidence of his innocence.

Reasons for starting a dispute:

Item not received (did not arrive).

If less than three days remain before the end of the buyer's protection period, and the order has not yet arrived, you can safely open a dispute. If the protection period is over, you can have time to open a dispute for another 15 days.

Married product.

The order came, but with obvious defects. For example, seams on clothes are not sewn, chips on the surface of equipment, etc.

Not a complete set.

The order has been received, but any parts and details are missing. Also, if instead of three pairs of socks, only two came, you can start the discussion.

Does not match description.

Wrong color, wrong shape, wrong size. And here you can also include the receipt of a completely different product that was ordered. For example, ordered soft toy, and the robot-transformer came.

Low quality.

The ordered smartphone does not work?! The dress faded and stretched after gentle washing?! A children's wooden toy smells unbearably and leaves splinters?! Feel free to open a dispute.

Shipping method mismatch.

Paid Express delivery, and the goods came in the standard way through the mail of Russia? The seller obviously saved money and is trying to deceive a gullible customer. In this case, the opening of the dispute will be absolutely legal.

Having decided on the reason, you need to indicate it in the appropriate section of the questionnaire to open a dispute.

To do this, you need to open a dispute.

And choose "only return"

After that, on the page that opens, you need to select the appropriate item.

If the item is not received:

And, if the goods are received, but there are claims to it:

If there is no exact item describing the problem, then you need to choose the closest one, and in the description describe in detail the reasons for dissatisfaction.

In order to conduct a dispute on Aliexpress correctly, you will need evidence of the seller's mistake - high-quality and undeniable. Text alone, even if eloquent, will not be enough. Although without the text, too, can not do.

Important!

All dialogues within trading platform, both with the seller and with the administration are conducted in English. If there is no possibility of communication in English, you can use online translators or the help of friends who are fluent in the language.

What evidence can and should be provided?

It is best to arm yourself with a camera and a video camera (you can get by with a regular phone) from the moment you unpack the package. Print the sender's information on the package. And take a step-by-step photograph (shoot) of opening the package and considering the purchase.
If any defects are found, you need to shoot them close-up from several angles.
If the product does not match the description or the wrong one arrived, you must also make a screenshot of the order, where the necessary items are indicated - equipment, color, size, etc.
If the order has not arrived, then you need to make a screen, which will show the end of the buyer's protection period. In this case trading resource does not require photo and video evidence as mandatory, but if they can be provided, this will only be an advantage.

The reasons are identified, the evidence is provided, the dispute is open. What should be prepared for, how to conduct a discussion and what scenarios are possible?

1. The seller will decide to cede.

If the seller turns out to be as honest as possible, and the situation itself is as transparent as possible, then he will simply accept the terms of the dispute and return the requested money.

And then in the "Order Management" tab, on the "Returns and Disputes" page

Information about a closed dispute will appear, with the clarification that “The seller accepts controversial issue and the money will be returned to the account from which the order was paid.

2. The seller must respond to the claim within the first 5 days after opening the dispute. If during this period no reaction follows, then the dispute will be closed automatically, in favor of the customer. The money will be returned to the account from which the order was paid.

On the "Refunds and Disputes" page, a note will appear that the dispute has been completed.

3. The seller does not accept the terms of the dispute and offers his own ways to solve the problem.

Often sellers try to mislead buyers and offer the following options:

Wait some more time for delivery.
Replace the product with a similar one.
Get a decent discount on your next order.
Return the money directly to the electronic wallet (most often Paypal) to the buyer.

15 days are given to resolve the situation between the seller and the buyer.

If during this time a compromise is not found, the dispute escalates. And then the Aliexpress administration joins the proceedings and considers the issue within a period of 14 to 60 days.

The refund amount depends on the following options:

1. The goods did not arrive.

The refund is the entire amount paid for the purchase and delivery (if it was paid additionally).

2. A defective product arrived.

A portion of the amount paid will be refunded. The buyer himself determines how much money the seller owes him.

It is necessary to consider how critical the inconsistencies are, what damages there are, how difficult the marriage is and whether it can be somehow corrected.

The amount must be indicated in the column "Amount of return"

The seller may reject the amount requested by the buyer, and he may offer his own option.

The best option to resolve the dispute is a full or partial refund. But an alternative is possible - the return of the goods or its exchange.

To do this, when opening a dispute, you need to select "Return of goods and money"

If this decision is confirmed by the seller, a page will open on which you will need to enter the tracking code of the parcel and the seller's address will open. It will be necessary to send an unsuccessful purchase to it. The seller, having received the goods back, is obliged to return the money or exchange the goods for an identical one. All data is saved on the tab with information about the dispute.

Important!

The cost of shipping a product to China is not cheap and can often cost more than the purchase itself. And the buyer has to pay for the shipping.

You should resort to this method after carefully weighing the pros and cons, and if there is a really urgent need to return or exchange the goods.

Considering everything important nuances and following the basic rules, it will not be difficult to conduct a dispute correctly on Aliexpress and the result will be positive.

What to do if you received a defective item from Aliexpress? The answer is simple - open a dispute and return the money, full or partial amount - it already depends on various reasons.

On the pages of the site, I will periodically publish various options for disputes, their management and results.

Consider the example of one of my orders. We ordered three leggings of different colors, as a result, one of them came with poor quality seams, there were holes in the leggings at the seams. And this means that they need to be carried to a clothing repair shop in order to give them a marketable appearance.

As a result, a dispute was opened for the entire amount of the refund. Why all? - you ask. Because then the seller is more willing to make contact to resolve this issue. We know from experience that if you start a dispute with sellers for a sum of several dollars, which is enough to repair a low-quality product, they still bargain and reduce it. Therefore, it is necessary to exacerbate the dispute to resolve such issues.

And so, the seller already from the maximum amount begins to reduce the price, and we calmly reach the amount we need.

In principle, the scheme for opening a dispute is almost the same, there are slight differences, but they are easy to understand. If you do not want to read at the bottom of the page there is a video, you can watch.

How to return money to Aliexpress if the product is defective

So. Click "Open Dispute". In the new window, click the button, only "Refund".

By doing this, you choose that you do not want to return the goods to the seller. If you want to return the money to yourself, and the goods to him, then click "Return of goods and money", which I do not recommend you do, since the shipment will be at your expense, except that the seller himself will offer to pay for the return shipping.

We click that we have received the goods, then in the drop-down list we select "The problem that has arisen", in our case "Quality problems", in the next window we indicate "Poorly stitched".

Next, enter the desired refund amount, describe our problem. Writing in English (you can translate from Russian into English in Google translate), we wrote simply - very poor quality, poorly stitched (very poor quality, poorly sewn).

Then we added 2 photos, on which, in the Paint program, arrows indicated problem areas and clicked "Submit". Please note that the cost of leggings was $12.41, but we can only request $11.73 due to the fact that immediately before payment the seller made a discount and we actually paid $11.73. And yet, you cannot ask for more than you paid - even if the price of them has risen during this time.

The seller was given 5 days to give an answer, after which, if he had not answered, the dispute would have closed automatically.

But on the 4th day, the seller made us a counter offer, offering $ 5 compensation for the defective product, or if we want to return the entire cost, we must return the leggings to him. Of course, one could disagree with this decision and leave the amount the same or still bargain, but $ 5 completely compensates for the cost of repairs.

Therefore, we accepted his offer, thus closing the dispute.

If the amount offered by the seller does not suit you, correspond with him, edit the terms of the dispute, in the end, aggravate the dispute.

But usually, in the event that a defective order came from Aliexpress, it does not reach an aggravated dispute, as sellers value their rating and try to solve such problems.