While most issues can be handled successfully through basic, open dialogue with the supplier, after all both parties greatly benefit from a favorable business relationship, sometimes certain situations must be escalated into more formal requests.
By opening a dispute, buyers are officially stating they are dissatisfied with some aspect of their order and want the supplier to take immediate action to remedy the situation.
An Open Dispute is made if:
Goods are not received (confirming date varies by choosing different courier ) after supplier has confirmed order has shipped
DHL/UPS/FedEx :23 days
China Post/HK Post:39 days
Goods are not received in satisfactory condition
By filling out the form provided in this process, buyers can explain the issue with the order and request an exchange, a partial refund, or in rare cases a full refund.
How to Open a Dispute
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 have made on AliExpress. On the right-hand side of the order in question will be several options for the buyer. One is "Open Dispute."Click 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 supplier.
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 becomes a Claim (see "File a Claim"), 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 becomes a claim.)
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 File a Claim 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 supplier.
Keep in Contact With Supplier
It is strongly urged that the buyer do his or her best to discuss issues with supplier and negotiate a reasonable solution as the purchase is with the supplier directly and not AliExpress. It is also recommended that buyers actively keep in communication with the supplier during the Open Dispute process. All relevant dispute information inputed in the open dispute form should be shared with supplier via email leaving messages on Transaction Details or TradeManager as well. This could help expedite the process.
The system will continue to recognize whether the goods are delivered after you open a dispute.
If you opened a dispute as “goods are not received”, the system will continue to recognize whether the goods are delivered. If finally the system finds the tracking information is delivered, we will inform you by sending a system email. If you have received the goods, please cancel the dispute, if the goods you received are not as description, please modify the reason of your dispute request within 5 days, or the system will release the money to the seller.
If you still don’t receive the goods, please file a claim within 5 days.
How do I request complaint from aliexpress.com
In the unfortunate event that buyer and supplier can’t reach an agreement during the 15-day Open Dispute time period, he or she may File a Claim. Both "Contact Supplier"and "Open Dispute" are steps taken by the buyer to talk and negotiate with the supplier. The last step in the process, however, escalates the matter to AliExpress.
By filing a claim, the buyer basically states he or she us unable to reach a fair, reasonable agreement with the supplier and requests AliExpress to step in to handle the matter. Reasons to File a Claim may vary, but include supplier not responding to buyer requests or refusing to partially refund buyer for an order sent in unsatisfactory condition.