How to Open a Dispute on AliExpress: Step-by-Step Guide 2026

Quick answer: Open a dispute from My Orders before the Buyer Protection timer expires. Choose Refund Only or Return and Refund, select a reason, set your refund amount, and upload photo or video evidence. The seller has 5 days to respond — no response means you win automatically. Escalate to AliExpress mediation if the seller's counter-offer is unacceptable.

When Should You Open a Dispute?

Open a dispute when any of these apply:

• Item not received — the buyer protection timer is running out and the package has not arrived or tracking shows no movement for 15+ days.
• Item not as described — what you received does not match the listing in color, size, material, functionality, or quantity.
• Item damaged in transit — the product arrived broken, cracked, or with visible shipping damage.
• Wrong item received — you received a completely different product than what you ordered.
• Counterfeit product — the item is a fake when the listing claimed it was genuine or from an official store.

Do not open a dispute for buyer's remorse ("I changed my mind"), minor cosmetic differences that match the listing photos, or before the expected delivery window has passed for items still in transit.

The Timing Rule

You must open a dispute before the Buyer Protection timer reaches zero. This timer is visible on every order detail page. The typical timeline:

Critical: if the system auto-confirms delivery based on tracking data but you never actually received the package, you still have 15 days from that auto-confirmation to dispute. Do not assume auto-confirmation means you missed your window.

Step 1: Verify Your Buyer Protection Is Still Active

Before starting the dispute process, check your timeline:

1. Open the AliExpress app or go to aliexpress.com and sign in.
2. Go to My Orders (tap your account icon → My Orders on mobile, or navigate via the top menu on desktop).
3. Find the order you want to dispute.
4. Look for the Buyer Protection countdown. If it shows days remaining, you can proceed. If it shows "Buyer Protection has expired," you have missed the window and your only option is to contact your payment provider (credit card chargeback or PayPal claim) directly.

Step 2: Click Open Dispute

On the order detail page:

• Mobile app: Scroll down and tap Open Dispute. If you ordered multiple items, you will be asked to select which item(s) to dispute.
• Desktop: Click Open Dispute on the order row, or go into the order detail page and click the button there.

If you do not see the Open Dispute button, either the buyer protection has expired or the order is in a state that does not allow disputes yet (e.g., the seller has not yet shipped). For unshipped orders, you can cancel directly instead of disputing.

Step 3: Choose Your Dispute Type

AliExpress offers two dispute types:

Refund Only

You keep the item (or it never arrived) and request a refund. This is the most common choice for international AliExpress orders because return shipping costs often exceed the item value. Choose this when:

• The item never arrived.
• The item arrived but is wrong, damaged, or counterfeit, and returning it is impractical.
• You want a partial refund for a minor issue (missing accessory, small defect) and are willing to keep the item.

Return and Refund

You send the item back to the seller and receive a full refund after the seller confirms receipt of the return. Choose this when:

• The item is high-value and the seller agrees to cover return shipping (rare, but some sellers offer free returns on certain products).
• The listing has the "Free Return" badge — return shipping is prepaid.
• You want a full refund and the item is in unused, original condition.

Important: for Return and Refund, you are typically responsible for return shipping costs unless the listing specifically includes free returns. International return shipping to China can cost $15-50+ depending on weight and country, which often makes this option impractical for items under $30.

Step 4: Select the Reason

Choose the reason that most accurately describes your situation:

• Did not receive the goods — package never arrived or tracking shows no delivery.
• Product not as described — received item does not match the listing.
• Quality issues — the item works but has manufacturing defects.
• Damaged goods — the item was damaged during shipping.
• Wrong item sent — you received something completely different.
• Counterfeit goods — the item is fake when the listing implied genuine.

Why accuracy matters: AliExpress uses the reason to assess your dispute. Selecting "not received" when you actually received a wrong item weakens your case because the tracking will show delivery, contradicting your stated reason.

Step 5: Set Your Refund Amount

Enter the amount you are requesting:

• Full refund: enter the exact amount you paid (item + shipping).
• Partial refund: enter a lower amount that reflects the severity of the issue. For example, if a $20 item arrived with minor cosmetic damage but is still functional, requesting $5-8 is reasonable and more likely to be accepted quickly.

Sellers are more likely to accept partial refund requests without counter-offers, which resolves the dispute faster. For major issues (completely wrong item, non-functional, counterfeit), request a full refund.

Step 6: Upload Evidence

This is the most important step. Strong evidence dramatically increases your chances of a favorable outcome.

What to upload by dispute type:

Item not received:

• Screenshot of tracking page showing no delivery or stuck in transit.
• Screenshot of the guaranteed delivery date from the order page.
• If tracking shows "delivered" but you did not receive it: photo of your empty mailbox/doorstep on the delivery date (if available), and a written statement.

Item not as described / wrong item:

• Side-by-side photo: the listing image next to the item you received.
• Close-up photos of the actual item showing the difference.
• Measurement photos if the size is wrong (item next to a ruler).

Damaged in transit:

• Photos of damaged packaging.
• Close-up photos of the damage on the item.
• Unboxing video if you have one — this is the strongest evidence for damage claims because it proves the damage was not caused after receipt.

Counterfeit:

• Photos showing quality differences from the genuine product.
• Missing authentic packaging, tags, or certificates.
• If you have the genuine product for comparison, photograph them side by side.

Evidence tips:

• Upload the maximum allowed photos and at least one video if possible.
• Ensure photos are well-lit and in focus.
• Include a piece of paper with the order number in the photo frame for verification.
• Do not edit or alter photos — this can be detected and will destroy your credibility.

Step 7: Submit and Wait for Seller Response

After submitting your dispute:

• The seller receives a notification and has 5 calendar days to respond.
• The seller can: (a) accept your proposal in full, (b) make a counter-offer (usually a lower refund amount), or (c) reject the dispute.
• If the seller does not respond within 5 days, AliExpress automatically rules in your favor and processes the refund.

During this 5-day window:

• The seller may message you through the order chat trying to negotiate outside the dispute system. You can communicate, but do not close the dispute based on seller promises — the dispute is your only leverage.
• If the seller offers a counter you want to accept, you can accept it directly in the dispute interface.

Step 8: Escalate to AliExpress Mediation

If the seller rejects your dispute or offers an unacceptable counter:

1. Click Escalate Dispute (this button appears after the seller responds or after the 5-day window passes with a rejection).
2. AliExpress assigns a mediator to review all evidence from both sides.
3. The mediator issues a binding decision — neither you nor the seller can override it.
4. Typical resolution time: 15-60 days after escalation, depending on case complexity.

During mediation, AliExpress may request additional evidence from you. Check your dispute page and email regularly.

Refund Timeline After Resolution

Once a dispute is resolved in your favor:

Refunds go back to the original payment method used for the order. You cannot redirect a refund to a different account.

Troubleshooting

"Open Dispute" button is missing

• Check if buyer protection has expired — if so, contact your bank or PayPal for a chargeback instead.
• If the order status is "Awaiting shipment," you cannot dispute yet — cancel the order instead.
• Try accessing the dispute page via desktop browser if the app does not show the button.

Seller keeps rejecting my dispute

• Do not close and re-open the dispute (you may lose the ability to re-open).
• Escalate to AliExpress mediation — this is exactly what escalation is for.
• Add any additional evidence you have gathered since the initial filing.

Seller asks me to close the dispute and promises to resend

• Do not close the dispute. Once closed, you may not be able to re-open it.
• If the seller genuinely wants to resend, they can do so while the dispute is still open.
• The dispute protects your right to a refund — closing it removes that protection.

Dispute was resolved but refund amount is wrong

• Check the dispute resolution details for the exact amount approved.
• Contact AliExpress customer service through the app (Me → Help Center → Chat) with your dispute ID and the discrepancy.

Frequently Asked Questions

What is the time limit to open a dispute on AliExpress?

You must open a dispute before the Buyer Protection timer expires. This is typically 15 days after delivery is confirmed (either manually by you or automatically by the system). For items not received, the timer runs from the expected delivery date. The exact deadline is shown on each order's detail page — always check this countdown rather than guessing.

What if the seller offers a partial refund but it's too low?

You can reject the seller's counter-offer in the dispute interface. This does not close the dispute. After rejecting, you can either wait for the seller to make a new offer or escalate to AliExpress mediation. Do not accept a partial refund you are unhappy with just to resolve the dispute faster — once accepted, the decision is final.

Can I open a dispute if my item arrived late but I already received it?

Yes, but only if the item arrived after the original guaranteed delivery date. If the item is functional and matches the listing, you may receive a partial refund for the inconvenience rather than a full refund. If the item is also defective or not as described, you have grounds for a full refund regardless of when it arrived.

What if I received the wrong item entirely?

Select "Product not as described" as your reason and upload side-by-side photos of the listing versus what you received. Include a close-up of any labels or packaging showing a different product name or model. Wrong-item disputes have a high success rate when the evidence clearly shows a mismatch.

What if the seller stops responding during the dispute?

If the seller does not respond to your dispute within 5 calendar days, AliExpress automatically rules in your favor. You do not need to do anything additional — the system handles it. Check your dispute page after 5 days to confirm the auto-resolution.

Can I dispute after I clicked "Confirm Receipt"?

Yes. Clicking Confirm Receipt does not waive your dispute rights. You still have 15 days after confirmation to open a dispute. However, once the 15-day post-confirmation window closes, you cannot dispute through AliExpress. This is why you should inspect your order thoroughly before the timer expires — not months later.

How many disputes can I open?

There is no published limit on the number of disputes a buyer can open. However, AliExpress monitors dispute patterns. If you open disputes on a very high percentage of your orders (e.g., 50%+), the platform may flag your account for review. Legitimate buyers who occasionally need disputes have nothing to worry about.

Will the seller know I opened a dispute?

Yes. The seller is immediately notified when you open a dispute and can see all the evidence you uploaded. This is intentional — the dispute system is designed for both parties to present their case. Sellers cannot see your personal information beyond what is already visible in the order (name and shipping address).

What if AliExpress mediation rules against me?

AliExpress mediation decisions are final within the platform. If you believe the decision was incorrect and paid by credit card, you can file a chargeback with your card issuer as a separate process. PayPal buyers can open a PayPal claim. These are independent of the AliExpress dispute system.

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Last verified: September 2026. AliExpress dispute processes may change — check the AliExpress Help Center for the most current procedures.

Related guides: How to get an AliExpress refund · AliExpress buyer protection explained · AliExpress dispute escalation when seller doesn't respond

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