AliExpress Dispute Escalation: Seller Ghosted (2026)

When an AliExpress seller ignores your messages, open a formal dispute through Order Detail > Open Dispute. Upload photo evidence and tracking screenshots. If the seller rejects your claim, escalate to AliExpress after 5 days — a mediator will review and typically decide within 7-15 business days. AliShopping Tools' Seller Trust Score helps you avoid unreliable sellers before buying.

Prerequisites

Before starting the escalation process, gather the following:

• Your order number — find it in My Orders on the AliExpress app or website.
• Evidence — photos of the product (if received), the original listing page, tracking screenshots, and seller conversation screenshots proving you attempted contact.
• Buyer protection status — confirm it has not expired. Once expired, you cannot open a dispute.
• Your desired outcome — full refund, partial refund, or return and refund.

Step 1: Wait 48 Hours After Contacting the Seller

AliExpress requires buyers to attempt direct contact before opening a formal dispute. Send a clear message through the order page describing the problem, then wait 48 hours.

Screenshot the conversation before moving on — this becomes evidence later.

Step 2: Open a Formal Dispute via Order Detail

Go to My Orders, find the order, and click Open Dispute. Choose between:

• Refund Only — you keep the item (or never received it) and want money back. Best for most ghosted-seller situations.
• Return and Refund — you send the item back. Rarely practical when international return shipping costs more than the item.

You must open the dispute before the Buyer Protection timer expires. If protection is running low, open the dispute immediately.

Step 3: Choose the Correct Dispute Reason

Select the reason that matches your actual problem:

Do not select a vague reason to avoid conflict. The mediator reads your dispute reason first — a mismatch between reason and evidence weakens your case.

Step 4: Upload Evidence

Upload everything when you open the dispute. Evidence added later carries less weight.

• Photos of the item — if it arrived wrong, damaged, or defective.
• Original listing screenshots — shows what was promised versus what arrived.
• Tracking page screenshots — proves non-delivery or suspicious delivery data.
• Seller conversation screenshots — proves you attempted contact with no response.
• Unboxing video — the strongest evidence for damage or wrong-item claims.

Step 5: Escalate to AliExpress After 5 Days

The seller has 5 calendar days to respond. Three outcomes:

1. Seller does not respond — AliExpress automatically rules in your favor. Best scenario.
2. Seller accepts your proposal — dispute closes, refund processes immediately.
3. Seller makes a counter-offer — evaluate carefully (see Common Mistakes below).

If the seller rejects your dispute or offers an unacceptable amount, the Escalate to AliExpress button appears after 5 days. Click it to enter mediation.

Step 6: AliExpress Mediator Reviews Your Case

After escalation:

1. AliExpress assigns a mediator who reviews evidence from both sides.
2. The mediator may request additional information — respond within 3 days.
3. The mediator issues a binding decision: full refund, partial refund, return-and-refund, or rejection.

Timeline: 7-15 business days. During major sales (11.11, Black Friday), up to 30 days.

Refund processing after the decision:

Step 7: Monitor the Seller After Resolution

After your dispute resolves, check whether the seller re-lists the same product at an inflated price. Use AliShopping Tools Price History to verify pricing patterns. Check the Seller Trust Score before buying from any seller in the same category — sellers with scores below 50 have higher dispute rates.

Common Mistakes

Choosing the wrong dispute reason. Selecting "item not received" when you received the wrong item confuses the mediator and delays your case.

Not uploading evidence immediately. Waiting to add evidence later weakens your position. Attach everything when you open the dispute.

Accepting a partial refund too early. Sellers often offer $2-5 hoping you will close the dispute. If the problem justifies a full refund (non-delivery, completely wrong item), reject and escalate.

Canceling the dispute based on a seller's promise. Some sellers ask you to cancel and promise to "fix it directly." Never cancel an active dispute — once closed, you may not be able to reopen it.

Communicating outside the dispute system. Messages sent outside the dispute thread are invisible to the mediator. Keep all communication inside the dispute.

Waiting until buyer protection expires. If protection runs out before you open a dispute, you lose the ability to file one entirely.

Buyer Protection Timeline

How to extend: Before the timer hits zero, click Request Extension on the order page. AliExpress typically grants 15-30 additional days. If the seller is already unresponsive and protection is low, skip the extension and open a dispute immediately.

Frequently Asked Questions

How long do I wait before escalating an AliExpress dispute?

Contact the seller first and wait 48 hours. If no response, open a dispute. If the seller rejects your proposal, the Escalate to AliExpress button appears after 5 days. Full mediation takes 7-15 business days.

What evidence should I upload for an AliExpress dispute?

Screenshots of seller conversations (showing no response), photos of the product if damaged or wrong, tracking page screenshots, and original listing screenshots if the product does not match. More evidence means a stronger case.

Can I get a full refund if the seller ghosts me?

Yes. If the item never arrived and tracking confirms non-delivery, AliExpress typically grants a full refund. For "not as described" cases, full refunds are common with strong evidence. Partial refunds apply when the item arrived with minor issues.

What happens if my Buyer Protection timer runs out?

You lose the ability to open a dispute. Before it expires, either confirm receipt (if satisfied) or open a dispute. You can request an extension before the timer hits zero to buy more time without closing the order.

How can I avoid sellers who ghost buyers?

Check the Seller Trust Score using AliShopping Tools before purchasing. Sellers with scores below 50 have higher dispute rates and slower response times. Also check review recency and the seller's communication rating on their store page.

Protect Yourself Before You Buy

If you are dealing with an unresponsive seller right now, open a dispute today through My Orders > Order Detail > Open Dispute. Upload all evidence immediately and let the 5-day clock start.

Related: How to Compare AliExpress Sellers Side-by-Side — check seller reliability before purchasing.

To avoid unreliable sellers on future purchases, install AliShopping Tools — the free Chrome extension that shows Seller Trust Scores, price history, and product verdicts directly on AliExpress product pages.