How to Open a Dispute on AliExpress: Step-by-Step Guide (2026)
Quick answer: Go to My Orders → find your order → click "Open Dispute" → select your reason → describe the problem → attach photo/video evidence → submit. The seller has a set number of days to respond with a counter-proposal. If they reject your solution or do not respond, AliExpress steps in and mediates. Act before your buyer protection period expires.
AliExpress Buyer Protection is one of the stronger consumer protection systems among Chinese marketplace platforms. If your order does not arrive, arrives damaged, or looks nothing like the listing, you have the right to open a dispute and request a refund or replacement. But the process has specific steps, windows, and evidence requirements that many buyers do not know about until they need them.
This guide walks through the entire dispute process — when to file, exactly how to file, what evidence matters, and what to do if the seller or AliExpress does not rule in your favor.
When Can You Open a Dispute on AliExpress?
You can open a dispute during the Buyer Protection period for your order. There are two scenarios:
Scenario 1: Order not delivered
If your tracking shows the order has not arrived by the estimated delivery date, you can open a dispute for non-delivery. The specific window depends on the shipping method and the protection period shown on your order page.
Before opening a dispute for non-delivery:
- Check that the delivery time has actually passed (look at the estimated delivery date on the order, not the shipping date)
- Check tracking to confirm the package is not stuck in customs or at a local post office
- Wait a few days beyond the estimated delivery date — some carriers mark delivery as complete before physically delivering, and some updates are delayed
Scenario 2: Order delivered but wrong or damaged
If you receive the package and it is not what was described — wrong item, wrong size, wrong color, damaged in transit, counterfeit, or significantly different from the listing — open a dispute for "Item Not as Described."
Do this within 15 days of the delivery date showing in your order, or before the buyer protection period expires, whichever is earlier.
The buyer protection countdown
Every AliExpress order has a "Buyer Protection" period shown on the order page. Once this timer expires, AliExpress will not accept a dispute for that order. This is the hardest deadline — do not miss it.
Step-by-Step: How to Open a Dispute on AliExpress
Step 1: Go to My Orders
Log in to AliExpress and go to My Account → My Orders. Find the order you want to dispute. On desktop, this is at the top-right of the AliExpress homepage. On the AliExpress app, it is under the person icon at the bottom.
Step 2: Open the order details
Click on the order to see the full order details page. You should see the item, the order status, the tracking information, and action buttons.
Step 3: Click "Open Dispute"
On the order details page, look for the "Open Dispute" button. This button appears when your order is within the buyer protection window and a dispute has not already been filed.
If you do not see the button:
- Your order may be outside the buyer protection period (check the protection expiry date)
- The dispute may already be open or closed for this order
- The order status may not yet allow a dispute (e.g., payment not yet confirmed)
Step 4: Select your dispute reason
AliExpress asks you to select a reason. The main categories are:
I didn't receive my order
- Select this if the package has not arrived by the estimated delivery date
- Choose the most accurate sub-reason (tracking shows delivered but not received, no tracking update, etc.)
I received the wrong/damaged/counterfeit item
- Select this for items that arrived but were not as described
- Sub-reasons include: item not as described, wrong item, wrong size, counterfeit/fake, damaged in transit, only received part of the order
Choose the most accurate reason. This affects how AliExpress evaluates your dispute.
Step 5: Propose a resolution
AliExpress asks what you want from the dispute. Options typically include:
- Full refund — return the item and get your money back, or refund without return (for low-value items or where return shipping would cost more than the refund)
- Partial refund — keep the item but receive partial compensation for the issue
- Resend — seller sends a replacement (usually only available for non-delivery cases)
Be clear about what you want. For damaged or wrong items, include the amount you are requesting in the refund field.
Step 6: Describe the problem
Write a clear, factual description of what went wrong. Keep it specific:
- What did you order? What did you receive instead?
- What is the damage or defect?
- What does the listing say vs. what you actually received?
- Did you contact the seller first? What was their response?
Avoid emotional language. Stick to facts and specifics. "Received a red jacket, ordered a blue jacket as shown in the listing" is more useful to AliExpress than "I am very upset about this."
Step 7: Upload evidence
This is the most important step for getting a dispute resolved in your favor.
For wrong or damaged items:
- Photos of the item you received
- Photos showing the difference between the listing and what arrived
- Photos of damage with close-up detail
- If possible, a short video (10–30 seconds) showing the defect or the wrong item
For non-delivery:
- Screenshots of the tracking showing no movement or incorrect delivery
- If marked delivered but not received: a note explaining the situation (sometimes a photo of your letterbox or address is requested)
Evidence tips:
- Upload multiple photos from different angles
- Make sure photos are in focus and well-lit
- Include the item alongside something that shows scale (a ruler, a coin, a hand) if size is the dispute
- For electronics, show the item powered on (or failing to power on) if relevant
- For counterfeits, show any obvious quality differences or missing brand elements
AliExpress accepts common image formats and short video clips. Upload everything relevant at this stage — you may not get another chance to add evidence.
Step 8: Submit the dispute
Review everything — reason, description, evidence, and requested resolution — then submit. AliExpress will notify you of submission and start the dispute process.
What Happens After You Submit a Dispute
Phase 1: Seller response period
After you submit, AliExpress notifies the seller and gives them a set number of days to respond. The seller can:
- Accept your proposed solution — dispute closes in your favor, refund processes
- Propose a counter-offer — seller suggests a different resolution (e.g., a smaller partial refund)
- Reject your claim entirely — dispute moves to AliExpress mediation
- Not respond — after the seller's response period expires without a response, AliExpress steps in
Phase 2: Negotiation
If the seller makes a counter-offer, you can accept or reject it. If you reject it, AliExpress mediates. Use this phase if the counter-offer is reasonable — accepting a fair partial refund is faster than waiting for mediation.
Phase 3: AliExpress mediation
If the seller and buyer cannot agree, AliExpress reviews the dispute. They look at:
- Your evidence (photos, video, description)
- The seller's response
- The product listing (they compare the listing to what you received)
- Order history and tracking
AliExpress then issues a decision — this can be a full refund, partial refund, or a ruling in the seller's favor if they find insufficient evidence for your claim.
Refund timeline after dispute resolution
- Credit/debit card: 7–15 business days
- PayPal: 3–5 business days to your PayPal balance
- Alipay: 3–7 business days to your Alipay balance
What to Do If AliExpress Rules Against You
If AliExpress closes the dispute in the seller's favor and you believe this is wrong, you have a few options:
Option 1: File a chargeback (credit card)
If you paid with a credit card, you can file a chargeback with your card issuer. This is independent of AliExpress's decision. Provide your card issuer with the evidence you gathered for the dispute, the AliExpress dispute outcome, and your case summary.
Important: file within your card issuer's chargeback window (typically 60–120 days from the original transaction date, depending on your bank and card network).
Option 2: Escalate through PayPal
If you paid with PayPal and the AliExpress dispute was resolved against you, you can open a PayPal claim within 180 days of the payment date. PayPal evaluates independently.
Option 3: Contact AliExpress customer support
In some cases, AliExpress customer support can re-open or escalate a dispute if you have new evidence or believe the mediation was handled incorrectly. This is not guaranteed to work, but it is worth attempting before filing a chargeback.
Common Mistakes That Get Disputes Rejected
Waiting too long
The most common reason disputes fail is missing the buyer protection window. Once the protection period expires, AliExpress will not accept a new dispute for that order. Watch the countdown timer on your order page.
Insufficient evidence
"The item doesn't look right" without photos is not enough. AliExpress mediators rely heavily on visual evidence. Provide multiple clear photos. If you received the wrong item, photograph both the wrong item and your original order confirmation showing what you ordered.
Requesting the wrong resolution
Requesting a full refund and return when the item is low-value may not be in your interest — return shipping can cost more than the refund. Consider whether a partial refund or a replacement makes more practical sense.
Accepting a low counter-offer too quickly
Sellers sometimes counter-offer with a very small partial refund, hoping you will accept to close it quickly. Evaluate whether the offer is fair relative to what went wrong. If not, reject the counter-offer and let AliExpress mediate.
Not reading the listing carefully before buying
Disputes for "not as described" are stronger when the discrepancy is clear in the listing vs. what was delivered. If the listing's third photo shows the correct color you ordered, your case is clear. If the listing is ambiguous, disputes become harder to win.
Checking Seller Dispute History Before You Buy
The best dispute is the one you never have to open. Before purchasing from an unfamiliar seller on AliExpress, it helps to check whether they have a history of resolving buyer issues fairly.
The AliShopping Tools extension shows a seller score and review breakdown directly on the product listing — including photo reviews from buyers and the distribution of ratings. Sellers with many 1-star reviews mentioning "not as described" or "no refund" are worth avoiding, even if their overall rating looks acceptable.
Frequently Asked Questions
How long do I have to open a dispute on AliExpress?
Your dispute window depends on the buyer protection period shown on your order. For delivered orders, you typically have 15 days after the confirmed delivery date. For non-delivery, the window begins after the estimated delivery date has passed. The exact protection end date is shown on your order page — check it before the timer expires.
Can I open a dispute if the seller already agreed to a refund but never processed it?
Yes. If a seller promises a refund through messages but does not actually issue it, you can open a formal dispute. Include your message history with the seller as evidence of their commitment.
Do I have to return the item to get a refund?
Not always. For low-value items, damaged items, or items that are dangerous or impractical to ship back, AliExpress may grant a refund without requiring a return. In cases where a return is required, AliExpress specifies how to return the item and the seller may be required to pay for return shipping if they were at fault.
What if my package was marked as delivered but I never received it?
Open a dispute for non-delivery and explain the situation. Include any evidence you have — photos of your address, communication with your postal service, any local delivery attempts. AliExpress will investigate with the seller and the shipping carrier.
Can I dispute a partial order — if some items arrived but others didn't?
Yes. Open a dispute for the items that did not arrive or were not as described. In the dispute, specify exactly which items are the issue. You can request a partial refund proportional to the missing or problematic items.
What happens to my account if I open too many disputes?
AliExpress may flag accounts with unusually high dispute rates. However, filing legitimate disputes for genuine issues is what the system is designed for. If you are consistently buying from low-quality sellers, that is the underlying problem — fixing that reduces your dispute rate more than avoiding the dispute system.