How do I Open a Dispute ?
You can open a dispute from the 6th days after the seller ships out your products up to the day the order is completed.
To begin the process, buyers need to sign in and click on "My Orders" on the home page (tab is in the uppermost tool bar). This will bring the buyer to all orders he or she has made on AliExpress. Click "Open Dispute" on the link.
Also you could click "View Details" and go to the Transaction Details page, so you could see the button of "Open Dispute".
A basic form will pop up for the buyer to list the details of the order, the reasons for the dispute, and whether he or she would like a partial or complete refund. After filling it out completely, hit the “Submit” link to send directly to the seller.
If buyer has received the goods, buyer needs to add some evidence, just as pictures/videos/chat records to support his/her dispute request.
If buyer hasn’t received the goods, the attachment is optional.
How Open Dispute Process Works ?
After submitting the Open Dispute form, the supplier has 15 days to respond and try to reach an agreement with the buyer. If no agreement is reached within the 15-day time period, the dispute automatically be escalated, which will be reviewed and mediated by the AliExpress Dispute Team. (Note: All Open Dispute information will be recorded and saved by the AliExpress Dispute Team in case the dispute be escalated.)
If the buyer doesn’t hear back from the supplier or feels negotiations are not moving forward, he or she does not have to wait until the 15-day dispute period ends. The buyer may escalate the dispute 3 days or more into the Open Dispute process.
How to modify the dispute
After you opened a dispute, you can modify your dispute request and try to make an agreement with supplier during the dispute time.
After filling it out completely, hit the “Submit” link to send directly to the seller.
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