Very often there are situations when statuses stop updating in tracking. You, realizing that something is wrong with the parcel, contact the seller. In this situation, the seller may agree with your concerns, confirm that the package was lost or returned back, and offer to send the goods again.

Is it worth agreeing to the offer to resend the goods? Let's figure it out.

1) There is still a lot of time on the buyer protection timer.

If the goods were sent relatively recently and the track was not tracked, or the tracking stopped, then you can agree to the seller’s offer to send the goods again. To do this, do the following:

1. First of all, make sure that there is enough time on the buyer protection timer for the reshipped item to arrive. If time is not enough, then you need. The maximum period to which you can extend the timer is 120 days from the date of shipment of the goods. Taking into account the already existing protection period, which on average is about 60 days. That is, according to the rules of Aliexpress, delivery cannot be longer than 120 days, respectively, the total order protection period cannot exceed 120 days.
2. If the protection period ends no earlier than in 20-30 days, but you already have a dispute open, then you can. If the dispute is canceled, it can then be reopened. Attention!!! In no case should you click on the "Accept" button in the seller's decision, if the desired amount and the desired return conditions are not indicated there.
3. Wait for the goods, watch the buyer protection timer. Open a dispute in time if the goods do not arrive.

2) The buyer protection timer ends, but the goods have not arrived.

If the protection timer ends, but the goods have not arrived, but the seller convinces you that he is ready to send the goods again, then you should be wary. In 90% of cases, the seller is trying to deceive you. Most likely, he is counting on the following:

• - You will calmly wait for the parcel, you will not notice the moment when the protection timer expires, and you will not have time to open a dispute in time.
• - If the time on the protection timer has expired, then when the dispute is canceled, the order will be closed. The money will go to the seller. The dispute will not be reopened.
• - An inexperienced buyer, trying to agree to the resend offer, will click on the "Accept" button in the seller's decision, which will indicate a zero refund amount. As a result, the dispute and the order will be closed.

In all cases, the seller hopes that you will lose the opportunity to open a dispute, and you will not be able to return your money.

From the experience of buyers: if the delivery deadline is coming to an end and the seller promises to send the goods again, then most likely they are just playing for time and are not going to send anything.

3) The seller offers to make a new order for the same product for only 1 cent.

The seller may offer to make you a new order for this product for only one cent. That is, you place an order without payment, he will reduce your price to 1 cent and you will pay. It turns out that the seller seems to re-send the goods to you with a new buyer protection timer. And agrees that you will accept a zero refund offer on a previous order.

At first glance, this seems like a great scheme. But, as it turned out, by offering this option, the seller often deceives the buyer. And here is the scheme:

You place a new order, accept the seller's offer in a dispute over a previous order. Accordingly, you can not then re-open the dispute. When you try to track a new track, you find out that it is not tracked at all, or the seller only booked it, but did not send the package. Or the package goes to another buyer. And when you try to open a dispute in a new order for 1 cent, you will return only 1 cent.

Conclusion

Remember that Aliexpress does not have any system of guaranteed delivery of goods. If the product did not arrive on time, it is better to return all the money through a dispute and order the product again.

How to return the money if the goods

Have a question? Write it in the comments or contact the chat

Sometimes the seller offers to decide to close the dispute on Aliexpress and send the new product again. Should I take on such an adventure?

Sellers are terribly afraid of sanctions from the AliExpress trading system, so they try to smooth things over and resolve the incident in their favor by any means. Sometimes it happens that a store representative writes: "Dear friend, please close the dispute and I will send you your order."

But you should understand that while the dispute is open, no one will be able to send you a package, since this is prohibited by the management of most stores. In a word, the sellers are cunning and promise mountains of gold, only for you to cancel the dispute.

Most often, a big discount, a special coupon and a number of entertaining gifts are promised. Sometimes the speculator also talks about very fast dispatch through special delivery services.

Do I need to agree to close the dispute and get a new product from Aliexpress

The trouble is that if the dispute is closed (when you activate this option permanently), you will not be able to open a dispute a second time. You simply will not have any tools for the Chinese to answer for his words and fulfill the promise.

That is, it is not a fact that if the dispute is closed by mutual agreement, the seller will fulfill his part of the agreement. Many cases have already been recorded when our customers were simply thrown:

People write:

• I did not get my money back after a dispute on Aliexpress
• The seller promised to send the goods again, but did not.

And a lot of the like.

In the future, you will simply be added to the black list or will be severely ignored.

The Aliexpress website itself also has no way to help in such a situation, because you then stuck to the persuasion of the seller and agreed to its terms.

The most common case with such dispute resolutions is that the seller refunds $0.

The trouble is that it is impossible to fix the re-sending of the goods through a dispute. Any litigation is settled in monetary terms. That is, according to the results of the dispute, the buyer can only count on CASH COMPENSATION.

Everything else is empty words. No alternatives are provided. Only your money is protected on AliExpress, and you can claim a refund in two cases:

• If there is a dispute
• Order status - pending confirmation.

What options in a dispute can you agree to

Sometimes sellers are humanly sorry. If you have experience shopping on the site, then it is known that sometimes it is not the sellers who are to blame for the slow delivery, but the local customs and delivery services.

Therefore, if you are ready to wait, ask the seller to extend the protection period. But if you, say, wait another month and nothing has changed, don’t agree to anything.

Usually, sellers extend protection without any problems - grabbing this option like a lifeline.

Well, if this option is not suitable - insist on accepting the dispute. In most cases, store judges will side with you. You can promise the seller to immediately order the product again and at the same time leave a flattering review. That is, to offer the second side of the lawsuit - chic conditions.

conclusions

It is very unlikely that someone will resend the goods with Aliexpress after canceling the dispute. Therefore, it is categorically not recommended to subscribe to such an adventure. You will simply lose money and nerves.

If you are lucky and the seller sent the goods again after the dispute - you are a unique buyer, such come across one in a million. Share your rare experience in the comments!

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• How to leave a review on an Aliexress product and why is it…

The Aliexpress platform is very popular among many Internet users. There is nothing surprising. Aliexpress has a huge range of different products. From small jewelry, mobile phones, to clothes and shoes. The low prices of goods compared to retail stores also make this store attractive.

In this article, we will tell you what to do if the seller asks to close the dispute on Aliexpress.

Most often, buyers come to Aliexpress in search of a product. After the desired product has been found, the next stage begins - communication with the seller and placing an order. It should be noted that a prerequisite for the execution of the order is 100 percent prepayment for the selected product. After the package with the desired product has been sent, there is an exciting waiting time. Most often, the received orders pleasantly please the buyer. But sometimes there is disappointment.

In this case, the aliexpress platform tries to comply with the interests of both parties, both the buyer and the seller. During the entire period of delivery of the parcel, a buyer protection system is in place. Upon receipt of a poor-quality product, or if the package is lost, the money for the goods can be returned.

To do this, the buyer must open a dispute. However, it often happens that the seller on aliexpress asks to cancel the dispute, explaining his request with some reason. Let's see what to do in this case.

Money transferred during checkout is stored in Alipay. This is the monetary system that operates on Aliexpress. It is used for settlements with sellers. During the delivery of the parcel with the goods, the funds remain in Alipay. That is, the seller does not receive money for the goods immediately, but after confirming the receipt of the parcel by the buyer.

A dispute can be opened in the following cases:

• If the buyer has not received his order for any reason. Several options are offered here. You can write to the seller if he does not answer, or tries to “hang noodles on his ears”, then the only right decision would be to return the money with the help of a dispute.
• The seller sent the parcel to the wrong address and refuses to help;
• The parcel is taking too long, and all the deadlines for its delivery have already expired. In this case, it happens that the buyer opened a dispute on Aliexpress, the seller asks to wait.

Sometimes this is justified. Especially if the goods are inexpensive and sent in a package with a track that can only be tracked to the Chinese border. But if all the delivery times have already passed, then you need to insist on your own and not close the dispute.

However, there is one caveat here.

You can open a dispute due to non-receipt of the goods if the buyer protection period is still valid.

Sometimes dishonest sellers on Aliexpress ask to close the dispute. This can be done, but only if the protection has not expired. If the protection period has come to an end, the order will close automatically and the seller will receive the money. If the delivery time of the goods has passed, and the protection period expires, then it is absolutely impossible to close the dispute. Even if the seller really asks for it.

Often buyers face such problems:

• The seller generally sent the wrong product that was ordered;
• The product did not fit in size or color;
• We ordered several items in the store, but they sent the wrong quantity.
• Another reason for an open dispute may be receiving a low-quality product.

Unfortunately, some buyers receive parcels with defective or low-quality goods.

You can verify the quality of the goods only after receiving the parcel. Having received the parcel, it is advisable to open it, fixing this process with the help of a photo or video shooting.

If the product turns out to be of poor quality, then the photos will be useful for the dispute. They will have to be attached as evidence.

What if the seller asks to close the dispute on Ali, promising to send another product? The seller's request to close the dispute upon receipt of a low-quality product is best ignored. Otherwise, there is a high probability of being left without money.

Do not forget that the seller first of all wants to receive payment for the goods. Therefore, it is beneficial for him that the dispute is closed as quickly as possible.

For low-quality goods, sellers are punished by the Aliexpress platform itself. If disputes due to marriage often occur with this store, then it may even be closed. Trying to avoid such complications, Chinese sellers go to a variety of tricks.

For example, the seller on Aliexpress asks to cancel the dispute and return the money to the buyer via PayPal. With such requests, dishonest sellers often turn to the buyer. The fact is that in this case, the Aliexpress platform cannot guarantee the security of the transaction. After the dispute is canceled, the seller will receive the money and disappear. Therefore, an open dispute is best brought to its logical conclusion, namely, to a refund.

How to recognize a dishonest seller

You can guess the dishonest intentions of the seller by following

• Writes letters asking to close the dispute;
• Offers to return the money to the account in Paypal;
• Begins to drag out the time of the dispute, extending the terms of protection;
• Sometimes sellers themselves accuse buyers of trying to deceive them.

In this case, only one thing can be advised. Edit the dispute, collect additional evidence and aggravate the dispute. In this case, the employees of AliExpress will connect to the dispute.

At the same time, it must be remembered that if the sellers do not ask to close the dispute, which has already been aggravated, then the order itself will close with it. In this case, the seller gets his money, and you lose yours.

You can close it, but only if the cause of the dispute has been eliminated. Otherwise, you need to connect site employees. Otherwise, you can lose the dispute and lose money.

Is it possible to cancel the dispute, and then open it again for one order?

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How long can I wait for a parcel from Aliexpress

The average delivery time is one month. Less will work only if you live in a large city in the central part or there is a sorting center nearby. Acceptable waiting time: 40-60 days.

How to track a shipment from Aliexpress

There are three tracking options:

1. The seller provided a tracking number (tracking) in a pleasant format that is understood by the mobile application and the website of the Russian Post. This is the best option, you get reliable and detailed information about all cargo movements in Russian.
2. The seller gave tracking, which the Russian Post does not understand, but other tracking services and Aliexpress itself understand. A good option: Ali himself will send notifications of key changes, and more accurate information can be found on third-party sites that the seller or Aliexpress will advise. True, the sites will be in English or semi-Chinese.
3. The seller gave the tracking of the internal postal service. This is equivalent to the fact that the seller did not give tracking at all. You will only be able to see that the item is shipped from China and may have arrived in Russia. Next is the unknown.

And there is also “Delivery canceled” or “Shipment cancelled” ...

This is due to the fact that the seller gives you one track number, and the postal service provides another - a new one. Its seller informs you through internal messages. You need to track such an order manually, on your own. You will not receive notifications from Aliexpress, because the site knows your old track, not the new one.

What to do if the tracked package is delayed

Regularly check the Buyer Protection Period for each order. Usually it is more than two months. But if the deadline is coming to an end, and the parcel has not yet arrived, although it is successfully tracked, write a message to the seller to extend the buyer's protection period.

What to write? Well, for example:

Dear seller. I didn't receive my order yet. Can you extend protection period please?

Dear seller. I still haven't received my order. Can you extend the buyer protection period?

Usually, the sellers themselves monitor the expiration of the protection period and automatically extend it if they have not received confirmation of receipt from you. There is no need to worry here.

Untracked package is delayed. What to do?

If the parcel cannot be tracked and it is delayed, you need to ask questions:

Anyone getting ready to celebrate, already celebrating, or gone on a binge? Before mass holidays (Halloween, Christmas, New Year, Valentine's Day, etc.) and after large sales (for example, Black Fridays, Cyber ​​Mondays and Singles' Day on November 11), China Post is overloaded. Before the well-known holidays, the Russian Post also begins to slip due to volumes. In January, half of Russia is struggling with a hangover, and the Chinese go on a two-week New Year's binge in January-February (as it will). That is, the delay may be caused by mail congestion or holidays.

What about other orders? If on the same day (plus or minus 2-3 days) you made several orders from different sellers at once and they are all still on the way, then this is a logistical delay. If at the sale you made several applications and all the parcels arrived, except for one, there is reason to think.

What do the reviews say about the product and the shipping method you have chosen? It happens that the goods really go for a very long time, but they come. Check it out in the reviews.

If the goods arrive slowly, but you can wait a little longer. Three months or more for an untraceable parcel is a sure sign that it is lost.

An untracked product from Aliexpress is noticeably delayed, probably lost ... What should I do?

First, ask the seller to extend the buyer protection and wait a little more. But if you are sure that the goods are lost, open a dispute and return the money.

Generally speaking, you can open a dispute and request a refund as soon as the guaranteed delivery times have expired. It is your right.

Technically, you can file a dispute for 61 days and claim compensation because the seller did not keep his promise. The seller may ask you to close the dispute and wait another 20 days.

Do you know why exactly 20? Because after 15 days, you will not be able to reopen the dispute.

Agree to wait no more than 14 days if you close the dispute for the "wait a minute" reason!

In no case do not close the dispute under pressure from the seller!

The seller can put pressure on pity, promise to send the goods again, but only after the dispute is closed. Don't believe it! I got up and flew by. The amount is small (about 150 rubles), but still unpleasant.

Do not agree to resend, take the money!

Know how the dispute works!

You can open a dispute until the buyer protection expires (so it must be renewed) and until 15 days have passed from the date of receipt of the goods.

You open not just a dispute, you open an auction!

On the one hand, you want a 100% refund (or less if the item arrived with minor defects). On the other hand, the seller wants to sell you a re-shipment under his Chinese word of honor and not return a penny. If you succumbed to persuasion and agreed to a refund of 0 rubles 0 kopecks, the case, according to Aliexpress, is closed and the conflict is settled. Take a close look at how the buyer protection scheme on Aliexpress works and why you need a dispute.

If the seller offers 0 compensation money, asks to close the dispute and promises to send the goods again - he is trying to scam you. If you believe him and close the dispute, you will actually reach an agreement financially, according to Aliexpress. After that, the seller naturally becomes dumber, forgets English and ceases to understand you. And Aliexpress naturally does not interfere.

28.11.2014, 13:40

Let us not deceive ourselves and deceive each other. There is always some risk in buying goods online. You pay without seeing the product "live". You do not hold it in your hands, you do not see the quality, you do not pick up the purchase and take it away with you immediately after payment. So there is always a chance that:

The seller initially planned to deceive you and gives an inappropriate description of the goods.
You yourself counted on one thing, but it turned out differently - the fabric is thinner or rougher, the seams are worse processed than you thought, the quality of the lining is not good.
You were "deceived" by the image of the product - for example, the color was transferred inaccurately.
The seller unintentionally mixed up something when sending the order, for example, color or size.
The postal service mixed up something, and the goods went to Papua New Guinea.
The seller deliberately or mistakenly placed fewer items than you paid for.
The parcels got mixed up, and you didn’t receive what you ordered at all. And your order went to another person.
Your order was not packaged properly and was broken, broken, or wet and faded as a result.

Such risks exist when shopping in any online store. What is good about Aliexpress is that until you have confirmed the receipt of the order and its compliance in quality and quantity, the seller does not receive money. They lie on Aliexpress accounts and are waiting for your permission to send them to the seller - or your protest with a request to return the money to you. True, they go to the seller and at the end of the delivery period, automatically. But this is a separate topic and how to avoid this "pitfall" of shopping on Aliexpress, we considered in a separate article.

So, in the previous steps, you did everything right. The Aliexpress Buyer Protection Program is working for you, the delivery time has not expired, the package has reached you. You pick it up and discover with great disappointment: one of the above has happened. The product is insufficient in quantity, poor in quality, not the right one at all, or something happened to it along the way. What do you need to do to get your money back?

In no case do not confirm receipt of the order. There are fraudulent sellers who act like this: a dissatisfied buyer writes to them. The seller apologizes, claims that there was an overlay and he will return the money to you. He is very remorseful and even promises some kind of compensation for moral damage. But, he says, in order to get your money back, he has to get it himself. Yes, your order has arrived. Therefore, let you confirm the receipt of the order, the deal on Aliexpress will close, the seller will take the money, “rescuing” them from the accounts of Aliexpress and immediately send it to you. And add a little more, as an apology. Do not go for this under any circumstances. The seller may say that he will send the money quickly. And Aliexpress is slow. Or that this is generally a controversial case, but he, the seller, in view of his conscientiousness, is ready to agree with your claims if you decide the matter amicably. And what Aliexpress will decide about this is another question. But be aware: as soon as you confirm receipt of the order, you will no longer see the money. And you won’t prove anything, no matter how you protest and wherever you write. You yourself have already confirmed that everything is in order! Remember, now only Aliexpress can refund your money. He really does it.

You have a week! The deadline for filing claims is limited. Not only you follow the movement of the parcel according to the track code. Aliexpress also tracks it. And gives you a week to file a claim after the package has reached your post office. So keep an eye on the progress of your order. Pick it up as soon as it hits the post office. And, if you have any complaints about the contents of the package, do not hesitate a day.

Collect evidence. Dispute or dispute, it is called this way and that - it is very important and very final. If you are denied a refund, you will not have a second chance. Therefore, it is necessary to act quickly, but deliberately. A very common reason for a refusal to return money is that the buyer himself acted in the heat of the moment when opening a dispute, without being prepared. And instead of evidence, he attached a lot of emotions, framed in a not quite censorship form.
Take a picture of the product so that it is clear what exactly did not suit you. Attach screenshots of correspondence with the seller, which confirm his promises. If you ordered a gadget, and it does not work correctly, take screenshots. Justify clearly why the seller should refund your money and translate this rationale into English. You can - with incorrect grammar or spelling, but it is important that the meaning is clear. Google translator will help you, even if your own English is very lame.
Open a dispute. Or, as it is also called, a dispute. In the "My Orders" - "My Orders" section, your orders and their statuses are displayed. There is an “Open Dispute” button next to the product image. When you click on it, a menu will open. Here you need to choose the reasons for opening a dispute - check the boxes in the menu, clearly describe the claims, attach evidence and indicate the amount of money you insist on returning.
The first thing you will see is a question whether the package has been received. Do not be alarmed - answering this question "Yes" is not at all the same as confirming receipt of the order. Next, you will see several options for what might be wrong with the contents of the package. Choose the right one.
The amount of compensation. If the goods arrived in good condition and in the right quantity, but let down the color or quality of the fabric, we do not recommend demanding the full amount. Think about a reasonable amount of compensation adequate to what happened. If you insist on a full refund, check the "Full refund" box. If we are talking about a partial refund, indicate the amount that you require for reimbursement.
At the bottom of the menu, you will be asked if you want to send the item back. If the fuss with sending goods, especially inexpensive ones, is not included in your plans, feel free to answer “no”. If the product is expensive, and the quality did not disappoint much, and you do not want to send it back, you may have to go for a partial refund.

For example, leatherette instead of leather is definitely a reason to demand a full refund, and you are unlikely to be forced to send the goods back at your own expense. But if the thing is made of leather, but the shade is different from the one that was in the image of the product, the situation is not so clear.
Bargain. Most likely, the next number of the program will be the seller. He will offer some of his conditions - for example, a smaller amount of compensation, or send another product or something else. Correspondence with the seller, clarification of the details of the problem, some preliminary agreements can be carried out directly in the dispute or in the chat, in private messages. But the conditions that the seller offers you, he must write in the dispute.

You can accept them - the "Accept" button or change them by offering your own option - the "Modify" button. If you correspond not in the body of the dispute, but in the Aliexpress chat and it comes to filing a claim with the administration, the correspondence in the form of screenshots will need to be uploaded to the dispute. Corresponding outside of Aliexpress is categorically not recommended - they may not be accepted as evidence.

And remember one more thing: the subject of bargaining is only the amount of money returned to you. If the seller promises to send another product or make a discount or otherwise compensate for the damage, Aliexpress cannot control the fulfillment of these promises. Aliexpress only controls the refund, all or part.

Be careful with the "Accept" button! By clicking it, you will close the dispute on the last proposed condition. It will no longer be possible to reopen it, and you will have to be content with what the seller offered. Do not confirm acceptance of the terms if you do not agree with them at least in some way and are not ready to concede.

Cancellation and re-opening of the dispute. Sometimes the seller asks to close the dispute - for example, he says that the package is in your city, they just mixed up two addresses, and someone else's goods came to you. And that everything will be brought to your home. There are different situations.

Remember that you can cancel the dispute using the "Cancel Dispute" button. But before you do this, check if you can open it again. If the protection program has not yet expired, you can do it. But this situation happens more often if the dispute is opened due to “The goods did not arrive”. And if you have already taken the order in hand, you have a maximum of a week left before the end of the Aliexpress Buyer Protection Program. What a closure and reopening!

Even if you are asked and promised mountains of gold, remember: after the expiration of the program, you will not open the dispute again. Watch the timer in the order - not in dispute, but in the order! It will show how much time you have left. And one more thing - you can cancel a dispute with the right to re-open it only before transferring it to the administration. If you have already contacted Aliexpress, and then canceled the dispute, you will not be able to open it again. The money will go to the seller.

If the seller does not respond to the dispute, then you have nothing to worry about. After a certain period of time, the case will automatically be decided in your favor. As soon as you open a dispute, you will see a timer counting down until the decision is in your favor.
File a claim. The previous stage is intended in case the seller really made a mistake, wants to correct the mistake, and you can agree. If you clearly cannot find a common language with the seller, proceed to the next step. "Escalate Dispute" - this button will include the Aliexpress administration in your negotiations. By clicking it, you will inform that you cannot come to an agreement and ask you to judge and return your money.

In this case, the refund will have to wait. The claim will be considered by a living person. Until he gets to her, while he studies the issue, some time will pass. Therefore, no one indicates the exact time for the consideration of the claim. Perhaps an Aliexpress employee will ask you some questions, so look at Aliexpress and be ready to answer them.

If after 15 days after the opening of the dispute you do not agree with the seller on your own, the dispute will automatically go to the Aliexpress administration.

How to monitor the status of the dispute after filing a claim? A dispute submitted for consideration by the administration can have several statuses. Processing - means that the case is under initial consideration. This is exactly the period that is not regulated, although simple issues are resolved really quickly. While this status is standing, you can only wait.

Waiting for other party`s response - the seller's response is expected. This means that the administration turned to the seller for clarifications, documents, evidence of his position. A response can be expected up to 7 days. After that, if the seller does not respond, the dispute is resolved in your favor.

Waiting my response - waiting for your response. If the Aliexpress administration asked for something - photos or documents or other evidence or information - send it to them. Otherwise, the dispute will be decided in favor of the seller. A message that a response is expected from you will also be sent to your e-mail.

Waiting for*both party`s response - waiting for a response from both sides. Do your part. You can reply to the administration by clicking the "Respond now" button
When and how will the money be returned? If the dispute is resolved in your favor, the money will be returned within 10 working days. They will be transferred to the same place where you paid. Practice shows that money is credited to the card almost instantly. To wallets in electronic payment systems like Webmoney or QIWI - within a few days.

As you can see, the buyer is really protected on Aliexpress. There is a working refund mechanism, and it really works. Unless, of course, you know a few pitfalls. But now you know them!

28.11.2014, 15:25

Good article. Answers all questions that arise during the dispute. But I would like to add that there are cases when the seller does not agree with the dispute and the claimed amount of compensation becomes equal to zero. Buttons appear under the dispute: "accept", "cancel", "edit", aggravate". Beginners unknowingly press "aggravate", but the refund amount remains the same - ZERO!

In this case, you need to click the "edit" button and set the refund amount again - the seller does not agree again? Now you need to wait 15 days for the dispute to turn into a claim and go to the court of the aliexpress administration. And then everything is described in detail above.