To open a dispute on AliExpress:

• Log in to your account
• Go to "My Orders"
• Select the relevant order
• Click on "Open Dispute"
• Choose the reason and add evidence

AliExpress offers a buyer protection system to resolve issues related to orders. When an item does not match the description, does not arrive, or has defects, it is important to know how to proceed to obtain a refund or a satisfactory solution.

When to Open a Dispute?

A dispute can be opened in several situations:

• The order has not arrived after the protection period
• The received item is defective
• The product does not match the description
• The received quantity is incorrect
• The package arrived damaged

It is recommended to first try to contact AliExpress customer service or the seller directly via AliExpress messaging before opening a dispute. If you need to return an item, check our guide on how to get a return label.

Detailed Procedure to Open a Dispute

1. Log in to your AliExpress account
2. Go to the "My Orders" section
3. Identify the relevant order
4. Click the "Open Dispute" button
5. Select the type of issue
6. Fill out the form detailing the problem
7. Add photographic evidence (photos, videos)
8. Specify your request (full or partial refund)

Tips to Maximize Your Success

• Always document the issue with clear photos
• Be factual and professional in your communications
• Keep all packaging until resolved
• Respect the buyer protection timelines
• Propose a reasonable solution
• Keep a record of all communication
• If the issue concerns clothing size, check our guide on how to choose your size on AliExpress
• For payment issues with PayPal, see how to activate PayPal on AliExpress

Following the Dispute

Once the dispute is opened, the seller has 5 days to respond. Three scenarios are possible:

1. The seller accepts your request
2. The seller proposes an alternative solution
3. The seller refuses, in which case AliExpress steps in as a mediator

If no agreement is found, you can appeal to AliExpress, which will review the evidence and make a final decision.

Deadlines to Respect

• Protection period: generally 60 days
• Seller's response: 5 business days
• Time to accept/refuse a proposal: 3 days
• AliExpress intervention: after 15 days without agreement

It is crucial to respect these deadlines because once the protection period expires, it becomes much more difficult to obtain a refund.

If you are still within the timeframe, you can try to cancel your order before opening a dispute.