If during the transaction on Aliexpress it turned out that the delivered product did not match the one in the description, if the product did not arrive on time, and also if defective products arrived, then you should use the special program for Aliexpress. It was developed by the project administration together with the payment system, which helps to make payments between the parties. This is an Escrow service. It is thanks to him that everything on Aliexpress cash clients are completely safe. The system will transfer money to the seller only after the buyer himself confirms such an action after checking the goods for quality and defects.

In order to make purchases on the Aliexpress website safe and beneficial for the parties, there is such a thing as a dispute (dispute). During it, the parties can discuss unpleasant situations. A dispute is an opportunity to clarify all the issues that will arise at the time of the transaction between the seller and the buyer. That is, if the client is dissatisfied with the quality of the goods, then he needs to open a dispute.

When no product was sent to the client at the agreed time, or if this product is defective, or if it does not match the description that was on the site, then the client can open a dispute on Aliexpress. The term for not sending the parcel is calculated from the moment when it was supposed to be sent (indicated on the resource), and not from the moment the transaction was completed. These terms are different, and therefore you need to be careful when making a purchase. Namely, the dispute opens only 6 days after the date when the seller was supposed to send the goods. The term is displayed on the red timer on the page where the product is located. If necessary, the period may be extended. If it is seen that the delivery time is approaching, and the goods have not yet been received, then the seller may, at the request of the client, increase this period, if the parties so desire.

But if for a certain time the goods are not delivered, or a marriage or products that do not correspond to the description are delivered, then you can safely start a dispute during which the seller is required to pay for his failure to fulfill his obligations. From the very moment the dispute is opened, the Aliexpress administration gives the parties two weeks during which they can resolve the situation through negotiations. If this cannot be done within the allotted time, then the dispute automatically turns into a claim. It is considered by the Aliexpress administration, which has the right to resolve all issues with the parties to the conflict itself.

In the event that the implementer will not pay any attention to the claim and will not negotiate with the client, then it can be opened by yourself without waiting for the expiration of the allotted time (two weeks). This can be done on the sixth day from the start of the dispute.

If the goods arrived a little late, and the dispute was opened, then such a dispute must be closed without fail. If you need to change the reason for the dispute, for example, late delivery or defective goods, then this must also be done within five days from the date of receipt of the product. If these deadlines are missed, then such a transaction is automatically closed and is considered successful.

It is not recommended to close disputes until the moment when the goods have not yet been received! There are such unreliable sellers who may require the buyer to do this. But that's usually what scammers do! As soon as the seller receives such confirmation, he will be able not to send the goods at all, and also not to return the money for it. This must be remembered.

Also, in the event that a marriage comes, it is not necessary to confirm satisfaction with the parcel. You should not do this even if the seller says that such confirmation is needed only to confirm the very fact of receiving the order. If you confirm that the parcel has arrived, then you will not receive your money back for defective products. This must always be remembered!

If, according to the client, the application is not considered objectively by the site administration, then it is necessary to write a letter in support of consumers, indicating the number of the e-mail address of the person who considered this claim. Even despite the fact that usually all issues on Aliexpress can be directly resolved with the seller himself, sometimes a more decisive approach to the matter on the part of the client may be required. Here he needs to remember not only his duties, but also his rights as a buyer, which are protected by law.

What to do if a defective product arrived from Aliexpress? Open a dispute, of course! Read on for how it's done.

What should I do if I received a defective product from Aliexpress?

Earlier, I already told you how to open a dispute, if, or when. We can say that this article is a continuation of this useful cycle with only one exception: the seller sent what was needed, but the thing turned out to be defective. So, what to do if a defective product arrived from Aliexpress? The answer is obvious - open a dispute!

We open a dispute due to a defective product with Aliexpress

So, what do we have: a defective medallion, an extremely unflattering review of which I previously wrote. You can read it.

What do we want to get: compensation, the amount of which I determined within 75% of the cost of the medallion, WITHOUT the return of the thing itself. Why not 100%? Because formally I received the locket, it is functional enough for an unpretentious person, but there are objective defects.

Opening and conducting a dispute on a defective medallion

For different categories of goods on Aliexpress, the reasons for opening a dispute may vary slightly, but I will tell you how to open a dispute due to a defective product using a locket (jewelry) as an example. Following my recommendations and Ali's tips, you can easily open a dispute for the same reason for any other type of goods.

So let's talk about our problem. We select the “Yes” option, answering the question about receiving the goods, and then we determine the reason for opening the dispute. The reason I chose is unreadable, but below you will see why I chose it.

As you can see in the auxiliary illustration on the right (where the earrings are), this mysterious combination of signs we have chosen is the reason we need (defective goods).

Next, I indicated the desired amount of a partial refund (I wrote above why I considered 75% of the cost sufficient). Of course, you can also specify a 100% refund (full refund), but in this case, the seller could balk, and the dispute could drag on, we would start haggling, so to speak.

And, of course, I downloaded the application (photo with defective areas highlighted, you have already seen it in the thumbnail), and also described in detail the essence of my claims (yes, my English is divine, I know ^_^):

Hi! It is the nice pendant, but it has such defects:

• one eye of the owl is defective (the crystal is not round);
• the pendant is opening out of shake (weak magnets and bad quality of the mount).

If it's necessary I can make the video. So, I ask for the partial refund (75%) or I shall leave the negative feedback.

This petition translates as follows:

Hey! The medallion is beautiful, but it has the following defects:

• one eye of an owl is defective (the crystal is not round);
• the medallion opens from shaking (weak magnets and poor quality fastening).

If necessary, I can make a video. So I ask for a partial refund (75%) or I will keep negative feedback (now it’s not worth writing about a review at all - more than 3 years have passed since the creation of the article, and during this time the attitude of the administration to the promise “to write a positive / negative review if ...” is treated as an attempt to blackmail, which can lead to unpleasant consequences if the dispute escalates).

After that, I clicked "Submit", thereby opening the dispute.

What happened in the end? The seller thought and thought for a couple of days and silently agreed to my terms.

Actually, I can say that I am satisfied with the result. Of course, I would like to get initially high-quality thing, but we have what we have.

I hope my experience will be useful to you :)

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For many people, Chinese goods do not inspire confidence at all. On the one hand, they are absolutely right. After all, for a long time we came across various consumer goods from China, which were extremely short-lived and of poor quality. Today, the situation has changed radically. The industry in this country is developing rapidly, not to mention the volume of goods that factories produce. There is no doubt that in the near future, perhaps, Chinese products will take pride of place on the world market, although even now the quality of goods from China is not inferior to other countries. In addition, many well-known brands around the world make their products just the same in China.

We are by no means telling you that today, when purchasing a Chinese thing, you can be sure of its high quality. Of course not - fakes and cheap things that don’t even cost a lot of their own pennies. It needs to be said. Among the huge amount of marriage and consumer goods, it is quite possible to find something worthwhile, because today there are a lot of products on Aliexpress, the number of sellers is growing rapidly - among them there are both respectable sellers and those people who sell cheap fakes, low-quality things, and so Further.

Let's take a look at the case when you have already purchased a product, and it came to you defective. Naturally, we do not need a defective product, we either want to return our money back, or get a new high-quality product.

We will give you some tips that will be useful to you when buying absolutely any product on this marketplace.

1. First of all, do not evaluate the price of the product and its quality according to the description, but choose a seller with good reviews and good reputation. In this case, the likelihood of marriage will be significantly reduced.
2. It happens that sometimes the seller forgets to remove this or that product due to its absence. Therefore, before placing an order, write to the seller in private messages and check if he has this product at the moment.
3. If you received a parcel, do not rush to immediately unpack it, tear the packaging apart and rejoice at the arrival of the goods. It is best to shoot the unpacking on camera, so that in the future, if you really got a marriage, you can show the seller evidence that the goods came really of poor quality.
4. Let's say we opened the package, examined the products, and we like everything, no flaws were found. But you should not immediately run to the site of the trading platform, write a positive review to the seller, and most importantly, close the deal. Use the item for at least 1-2 days to make sure that there really are no defects. Because sometimes they appear only after a few days. If you close the deal, then you will not be able to present any claims to the seller. If you have any questions regarding the product, please resolve them with the seller before closing the transaction.
5. Don't rush if the item is defective. First, write to the seller, send him the unpacking video and explain that the goods arrived defective, you need to take some measures. However, if no response was received from the seller immediately, and the deal will close soon, you need to open a dispute, otherwise we may end up with a low-quality thing.

Sometimes a product may have an insignificant defect, that is, in principle, it does not play a special role for you. And if you are not a particularly critical buyer, then write to the seller and demand compensation, most likely you will find a compromise. Naturally, you need to demand compensation in a dispute. If the seller tells you in private messages that as soon as you close the dispute, he will immediately exchange the goods for you, send monetary compensation and so on, you should not believe him. After the dispute is closed, most likely, the seller will simply disappear. Because if the buyer closes the dispute and the deal, then everything suits him, and he cannot make any claims. And the fact that you write to him in private messages no longer concerns the Aliexpress administration, in which case you are unlikely to be able to return your money or exchange goods.

If the marriage is serious, and demand either a full refund of the money spent, or replacement of the marriage with quality products. Until the conflict is resolved, the dispute cannot be closed in any case.

It may happen that you close the deal, because everything in the sent item suits you, and after a few days you find defects. Then the Aliexpress administration is unlikely to be able to help you with anything. Of course, you can write to the seller, and if he turns out to be respectable, then for sure the issue will be resolved. If the seller asks you to send a defective product back so that he sends you an already high-quality item, then first pay attention to his reviews and reputation. Otherwise, it may happen that you send the item back, and we will have to pay for the shipment, but we will not receive anything in return, and we will not be able to make any claims either.

If the seller willingly communicates with you, offers options for solving the problem, asks you not to leave negative feedback yet, and so on, most likely he is interested in the buyer being satisfied with cooperation with him. But, again, Aliexpress does not give any guarantees in case of deception of the seller in such a situation.

Not so long ago, the news flew across the Internet that Aliexpress was tightening the conditions for delivering parcels to Ukraine and Belarus. According to their information, many buyers open a dispute for parcels that they received without a track number with a note that the parcel did not arrive. I can assume that, given the difficult situation in Ukraine, there are a lot of people who make such quick money. However, are sellers in China really that honest?

How sellers on Aliexpress cheat when opening a dispute

To deceive a buyer for the Chinese is just a trifling matter. I even read somewhere that it's in their blood. When it comes to money, they become very cunning and arrogant. Even when they are clearly wrong.

Didn't get what you ordered? The quality of the goods is not as stated - open a dispute on Ali. But keep in mind that here the Chinese can also throw you. And even if you are right, Ali may decide not in your favor. Let's talk about the main tricks that you can be caught in the course of resolving a dispute. Everything will be clear and to the point, without water.

1. Or maybe the product is not so bad?

Can you use it? Is there any problem with the product?

The Chinese will go from simple to complex - at first they will work with soft methods - they will try to solve everything “in a good way”. For example - well, the wrong color came to you - they will bring a thousand apologies, they will put sad emoticons and write every day that they admit their guilt, there is a lot of work, they made a mistake.

They can even write to you something along the lines of “I have a very strict boss, if he sees an argument and a bad review, he will fire me, and I need to feed my sick mother.”

2. Reducing the price of a dispute

For a Chinese seller, his rating is very important. And if the dispute was resolved in your favor, he did not accept your conditions, and then you also put a bad review - that's all, cover. It is unacceptable for him that all disputes be resolved in this way (and you can imagine how many people want to open them). Therefore, you will be given the second step to reduce the cost of claims - two times that way.

3. Close the dispute - we will send you what you want

It is logical - if instead of 6 pieces you received only 1, then where to go? Of course, the Chinese must send the rest. But here are the nuances. Before that, he may ask to close the dispute - in order to protect himself, it seems that they agreed. Can negotiate with you to close the dispute when he provides you with a track number. Seems to be honest too. But - do not agree in any case! Don't be so compassionate. Under this track number, a brick or an empty package can go to you. Tell them to return the money, and buy the goods from another seller - that's honest!

4. Close the dispute - we will refund the money via PayPal

Dear. We refund you via Paypal account. Would you close the dispute? Waiting for your reply

Another trick. If you have not yet understood from the previous 3 points − can not accept any conditions of Chinese sellers . Think - why make a return through PayPal, if the same thing can be returned through a dispute? Well, maybe if you close the dispute yourself, then this will somehow affect the seller's rating, but:

• You may be asked to close the dispute before paying with Paypal. In this case you will not be able to open a dispute a second time. That's it, you just lost money on Aliexpress.
• If you are from Ukraine - you simply cannot accept money into your account due to the very conditions of Paypel - do you think the Chinese do not know about this?

Can you reply right away

Don't make a fool of me. I am in Ukraine. We cannot accept PayPal.

5. Change the reason for the dispute. Yep, right now!

You can write something like

Honey, could you change the reason for the dispute: "Personal reasons" or "simple return(easy return)" or "shipping method is not as described."

As you can see, the Chinese are sooooo inventive and sometimes it seems that they act like a manual. In this case, they ask that the cause of the dispute was not a low-quality product, but some insignificant reason of the type: personal beliefs, I don’t like the product (but I don’t want to return it), sent it to the wrong company - well, what decision can be made on such reasons? Well, the shipment was the wrong company, but did you get the goods? The dispute is likely to be resolved in favor of the seller.

6. Blackmail - return the package - close the dispute

Then you return it, we give you a refund

Oooooh, this can only catch a short-sighted buyer or a beginner. Allegedly, if the goods are not sent back, then the money will not be returned. This works on Ebay - so really, if the product does not work, then you must return it if you want to receive money. There are also nuances here (in case you return the goods on the terms of the Ebay site):

• You have to pay for shipping and about $2 for a tracking number. Send without a track number - the Chinese will say that he did not receive anything, even if this is not so.
• The dispute can be opened for a certain time and whether the parcel will arrive and, most importantly, whether the Chinese will delay receiving it until the dispute closes is not known!

Since, according to the current rules, Aliexpress is on your side (unlike Ebay), it would be more correct to write

I will not pay for your mistake. Make a refund

Even if the Chinese write that they will pay for the delivery (You will return the parcels, freight we pay), you are not required to return anything.

7. You won't get anything!

Here is already heavy artillery - the last attempts to catch you on a sucker! If before that there was just correspondence, then the Chinese will already make an official offer for you. Rude, arrogant and dishonest.

But at the time of the solution proposal, it will look like this

The seller offers a solution to the dispute

Here the reason for opening the dispute was that the package did not arrive within 3 months. If you do not know English at all, then you might think that the Chinese agreed to your dispute, but this is not so: He offers not to return the goods and not to give you money - No refund. You may also be asked not to return anything and return $0 - Return goods & refund US $ 0.00. This is similar to simply closing the dispute without paying you any money.

Honesty and Reviews on Aliexpress

As you can see, the Chinese work on the principle of "Nothing personal - just business." When you have a long correspondence with them, you simply don’t have enough evil for how brazenly and cynically they act.

After they try to scam you, guess what they ask? That's right - do not give them a negative review!

1. Dear~ I'm sorry - I'm willing to refund to you. Can you help me to change dispute reason？ Then I will accept the dispute. i really need your help
2. Dear~i hope you can change dispute reason write don’t receive the product，or can not find tracking information
   Then I will accept the dispute
   And refund to you, thanks for your understanding
3. Dear, Sorry for the inconvenience.
   We are willing to refund you
   Hope you wouldn't give us the negative feedback

If someone does not understand English, they ask to change the reason for opening a dispute - from “the goods are not as stated” to something softer like “did not receive the goods” or “the package is not tracked” and after that they will return the money.

Well, such an apofigeychik - "We hope you will not give us a negative review." Of course, you should put a negative review - the seller just tried to scam you.

But what I want to say in the end. There are a lot of Chinese who are cashing in on the greed of buyers who think that for $5 they can get a 10,000Mah power bank and the same buyers who are cashing in on the desire of these sellers to cheat. You know, at one time I was in close contact with the Chinese - he studied with me. Once the conversation turned to Chinese goods, I said that they are cheap, but the quality suffers. To which he replied: “We have quality goods, but you don’t want to buy them.” So: be honest - open disputes for real reasons and do not buy any unnecessary five-rate nonsense.

Having made an order in the Aliexpress online store, received the long-awaited package and opened it, you may find that the goods arrived defective. Marriage means if a thing is broken, cracked, does not function, torn, broken, broken, sewn crookedly, etc.

What to do if you received a parcel from Aliexpress with a defective product?

Having received the parcel and found a defect in the product, the question arises, what to do and what to do? First, try to write a message to the seller, describe the situation and attach a video or photo. If the seller is responsible and his rating and reputation are dear to him, then perhaps you will decide everything amicably.

If the seller ignores your messages, then in this case we advise you to open a dispute on Aliexpress
If the defect of the goods is small, then demand compensation (depending on the case, partial or full) and only after receiving compensation, close the dispute.
The seller may ask you to close the dispute, promising to return the money to you in return, then in no case close the dispute until you receive your money for the defective product.
If the defect in the goods is serious, then in this case you will have to send the goods to the seller in China. With a big marriage, they will either return all the money spent on the purchase or send you the same one, but already new product(everything will be decided in the dispute). Before opening a dispute, I advise you to collect all the evidence - take a picture of the received goods, and if the parcel is sent back to China, evidence of its dispatch.

What to do if the marriage was discovered in the process of using the goods

If you ordered equipment from Aliexpress, then before confirming the receipt of the parcel, first click, check it in different modes of operation. Sometimes it may happen that you found a defect in the product in the process of using it, and you confirmed the receipt of the order and the transaction is closed. In this case, I advise you to write a message to the seller, referring to the guarantee of the goods. If the seller is honest and conscientious, he may ask to send the goods back to him for repair in China. But here there is a nuance that the cost of sending the parcel to the seller can cost you dearly, so you can consider the option of repairing the goods in your city.

Return of defective goods to the seller

Some buyers who received a defective product ask the question: is it worth returning the defective product back to the seller on Aliexpress? In this case, it is worth remembering that the return of the order will take your time (go to the post office), and even when you find out that sending a parcel from Russia, Ukraine, Kazakhstan and any other country sometimes several times exceeds the cost of the ordered goods.

Do you have any questions? ask your question at