The Chinese site AlExpress is famous for the duration of the delivery delivery, irresponsible sellers, the loss of parcels. During the long years of the trading platform, various changes and innovations took place. The work has become better, but problems, one way or another, arise. It is worth understanding how to behave if the goods did not come from Ali, where to turn how to open a dispute. And the most important thing is that you are interested in the customer - how to return your money .
Usually, not a seller from China is to blame for a long delivery, but a postal or courier service that is not in a hurry to send the parcel. If the goods are not monitored, the staff was stolen. The seller does not submit anything to them. Explicit difficulties arise when the parcel does not come. The preference of the parcel expires, there is no notice in the box. A dispute should be opened, the algorithm of which is to describe the cause, providing evidence.
The goods do not come - when to act?
Explanation, why order is late, several:
- Transport company through which the sender forwards the goods, returned the parcel back;
- difficulties with customs;
- The sender introduced the wrong address;
- The protection of goods is coming to an end, but the parcel is still on the road;
- There is no information where the parcel is.
In the latter case, the item is often marked with gray, it is inactive for entering information, since the sender did not give the track code. If the path of the goods and its movement are not traced, it is better to choose the item "Order Protection expires".
It is recommended to find out the situation in advance, approximately 7-10 days before the end of the buyer's protection. So the customer will have time for the proceedings.
Since often the parcel is simply late, it is better to wait a bit. But this refers to the order with the time of time for the protection time and to which the buyer received the track number, and he traces his way. For example, the goods could get stuck at the sorting point. Then it becomes clear where the parcel is.
If the ordered goods do not want to lose, then it is necessary to extend the protection time for another 15-30 days. If the buyer does not consider it necessary to wait for delivery, or the order is stuck in China, open the dispute.
Previously, if the customer did not have time to meet the defense deadlines, the timer was reset, the transaction was automatically completed. The new rules say that the customer has the right to open a dispute within 15 days after the completion of the buyer's protection.
What to do if the parcel came with Aliexpress: we write the seller, open the dispute
If the order did not go beyond China, it is better to write a personal message to the seller and ask what happened. Sometimes there are problems at customs or warehouse. The sender learns the cause of the delay and inform the buyer who has the right to decide what to do next. This is usually solved by extending protection. If no information comes from the seller, you can open a dispute.
The dispute opens no earlier than 10 days after sending the order during the protection of the buyer and before the actual receipt of the goods in the mail. Additionally, 15 days per opening of the dispute upon completion of the sending period.
The seller must answer within 5 days after opening the dispute by the buyer, otherwise the dispute is closed in favor of the Customer. If it is not possible to solve the problem, the site administration will be connected to the question.
To open a dispute with the seller, you must follow the following instructions:
- Come on Aliexpress website, authorized, and open the "My Orders" section.
- Looking for an unsolved order. In the edge "additionally" click on the "Open Spore" button.
- A window with information about the product opens, where it will also be necessary to click the "Open Spore" button.
- After pressing this button, a window will appear in which several options are given to the choice: "Return only", "Return of goods and money." The first option is chosen if the goods do not correspond to the description on the site, but the buyer does not want to give it back, or if the goods did not come. We need this button. The first option will be suitable for those who received the goods, but he did not fit him, so he wants to return the goods to the seller.
- In a new window, you will need to fill in a certain questionnaire to open the dispute. It's just - consistently fill the fields. And the question "did you get the goods?" It is necessary to answer "no". The "problem arising" from the drop-down "problem with the delivery of goods" will choose from the drop-down ", then another pop-up list with several options will appear:" The order protection is already expired, but the parcel is still on the way "," Transport company returned Order "," No tracking information. " Here you need to choose the option that is closer in your case. The next graph is "return amount". In it, the client stifles the amount in dollars, which was paid for the products. The text field is going on, where you need to tell about your claims to the seller, to indicate that the goods did not come, etc. All information in the block is indicated in English, so with poor knowledge of the language it is recommended to use the online translator. You can download photo or video evidence confirming that the goods did not come or what. It can be screenshots with a track that indicates that the goods did not reach the photo correspondence with the seller, etc. When all items are filled, you can click the "Send" button at the bottom of the page.
- From this point on, the dispute is considered open.
If the dispute did not solve any benefit, both parties cannot find a compromise, negotiations are sharpened. In other words, they are transferred to the administration of the trading platform. An aggravated dispute may decide in favor of the client and in favor of the sender. It depends on the arguments, evidence and causes of the delay of the goods.
If the dispute was resolved in favor of the buyer, he will be offered an option - wait for the return of money, this occurs on time from about 3 to 15 days per e-wallet or plastic card (depending on where the purchase was made from).
How not to be a deceived seller when conducting a dispute
Open discussion can be only one time. It is worth remembering that the second chance will not be. Many sellers are chitryat, try to deceive the client at the dispute stage with him. Among the most common cunning strokes, the following can be allocated:
- Offer to list money not through the site, but bypass.
- Lubricate discounts, offer to reduce the price for the next acquisition.
- They ask to wait a little more, saying that the parcel will come soon.
- Approve that I sent the order again.
If the buyer agrees to their conditions, he risks being deceived by closing the dispute before all the promises of the seller are fulfilled. In this case, he will be problematic to open a re-dispute and prove his right. Moreover, the site is prohibited, for example, to receive money bypassing him, so for it they can even block both the buyer and the seller.
If the ultimate goal is not achieved, in no case cannot stop the dispute. The seller is obliged to return money through Aliexpress and no more.
Next, we will describe some examples of the unscrupulous work of sellers with Aliexpress.
It happens that the client is undermining the dispute by order, for example, by $ 120, and the seller proposes to close the dispute and purchase the same products in just 5 cents. The customer agrees, but the parcel never comes to Russia. Then the buyer has the right to open a new dispute, but already in the amount of 5 cents. In fact, the client could not return the funds and did not receive the goods you need.
Cheat often promise to send the entire amount through PayPal. They keep their words and send them marked "for the goods". Then the client refuses the dispute, that is, makes it closing. But after 45 days, the Chinese opens a dispute against the customer in the payment system. He argues that he made it means, but the products did not receive, thus pretending that he is not a seller, but, on the contrary, the buyer. So he wins the discussion in PayPal and returns his money. And the deceived buyer can no longer open the dispute on Aliexpress, since the protection time of buyers +15 days has expired.
The buyer can close the dispute in advance, but subject to the preliminary return of funds through the Aliexpress shopping area.
Sometimes merchants can slow down and ask to delay the time so that the client does not apply to the site administration. The creators intervene in a dispute after 5 days, and deceivers are knocked down in 4 days. Then the time begins to count on a new circle.
Unfair sellers provoke the client to threaten it. Under the threat implies such a context: "If you do not agree to return my money, I will write about you negative feedback." In this case, the user account will be blocked. The threat of a negative review is punishable by blocking. The customer will not see his finances and will not be able to participate in open disputes to other products ordered by this user name.
The dispute and clarification of the situation should be carried out competently and carefully. If you know all the rules, then the discussion will not be wiped. In the period of correspondence with the seller in private messages should be refrained from loud words, threats, insults and other nonsense. The sender will put pressure on a feeling of pity, demand to prevent evidence.
How to prove that the parcel did not come
The large-scale Chinese trademark site set the rule: the funds paid by the buyer are not returned immediately, and after it confirms that the parcel did not come. This principle helps protect buyers from unfair sellers. The Aliexpress website is an intermediary between both sides. The site acts as a guarantor when concluding a purchase and sale transaction.
It is worth knowing that when transferring money to the seller, they do not immediately come to him. While the buyer did not confirm the receipt of goods, the funds are kept on the site itself and after receipt of the parcel is transmitted to the seller. The rules of the sales office say that the client has the right to get back his money if his order did not come.
For each site of the site there was a certain period, that is, the protection of the order, after which the client may demand to return his money if he did not receive the parcel.
Evidence that the products did not come will serve directly indicate the return of money to the client. One letter, even written convincing and specifically may not be enough. It is recommended to use the camera, camcorder or smartphone. Take pictures of screenshots that the goods have not entered the post office. It is necessary to monitor the information about the color of products, dimensions in the lens.
If the goods did not come, you need to go to the application or the Aliexpress website and make a screenshot, which will clearly show that the goods did not come. But it concerns products having a track number. You can make a screenshot from a third-party package tracking site, such as Russian Post or the like.
The administration of the trading platform will not enter into a dispute until the countdown of the dispute lasts is approximately 10 days.
What to do if the seller is silent or does not want to return money
There are several options for developing events. For example, the client wrote the sender in L / C, but he refused to return funds. Then you need to open the dispute, prepare the screenshots acting as evidence.
If the customer has discovered a discussion, and the seller does not give any reaction for 5 days, the dispute will close in favor of the client. Then money will be returned to the account from which payment was made. This will happen within 2 weeks.
If the sender canceled the decision of the client in the discussion and proposed the amount of 0 or another, then you should not agree with it. In this case, you do not need to answer, after 7 days the dispute will go into the stage of aggravation. The decision will take the site administration.
It is recommended not to occupy a waiting position, but actively start collecting evidence. The Chinese, seeing a sufficient number of arguments, will not go to the aggravation, because after the lost discussion they will not only lose funds, but will also be punished for a bad service.
How to open a dispute in the application if the goods did not come
In the century of modern gadgets, there is no problem to make an order and pay it via the Internet. The largest trading platform has created its own application that can be installed on the smartphone, tablet. It is convenient when there is no landline computer, or a person is on the road.
To log in to the application, perform the same steps as when registering through a PC. The system will store all information about the user, the history of its orders. Instructions for opening a dispute through a mobile application:
- Go to the menu, open the "My Profile" tab.
- Click on the "Orders" button, select the desired order.
- In the "About Order" section find the "Open Spore" button and click on it.
- Further actions are similar to those described above when opening a discussion through the site: First choose the return of funds, and then fill all the fields in the Appearance of the Dispute Opening.
Accurate observance of all terms, attentiveness and scrupulsity to detail and trifles ensures a positive outcome of the case.
When and where the money will be returned after the dispute is closed
Funds with Aliexpress are returned by the same way that they were transferred. If the money was listed through the electronic wallet, then the return will go on it. But there are some points about which it is worth mentioning. If the amount was sent from the phone through the Kiwi payment system, it will not do on the phone, but on the wallet. To gain access to it, they enter the official portal QIWI, indicate the number of the wallet, password there. After that, you can manage your means. When paying cash bills through Yandex money, funds will come to the wallet.
Sometimes the duration of the return of money stretches for quite a long time, as well as the discussions with the seller. In practice, there were cases when the amount was listed on an already inactive card or an electronic account. As a rule, the banking product is tied to the account, so with overdue plastic you can still return your finances. The client must go to the bank, explain the situation. Specialist will send the entire amount to a new card.
On average, when translating the amount with a card or bank payment, the refund will be carried out within 10 days. When paying from the electronic wallet, finance will arrive in about 5 days. If the money was not returned to the designated deadlines, you need to write a letter to the support service with a request to find out the situation.
To get acquainted with the status of the return amount, enter the Ali portal to the "Finance" section. It reflects 3 notifications, if the money is refunded, click on "refund information". If there are information about the operation in the graph, it can be concluded that the amount arrived back. Only the fact of translation is confirmed.
Sanctions awaiting the unfair seller
Each seller accumulates the rating. If it will send goods with the receipt, sell defective things, or just violate the rules, its indicators will fall. Also, Chinese can block, cover its account.
It is also worth knowing that the registration of sellers occurs according to passport data, and only China's citizens can implement the goods in many cases. Therefore, if the seller is issued and approved the relevant bank on the trading platform, then later, in violations and deception, he will not have the opportunity to continue business sales of products.
In view of all that they may lose, the Chinese are trying to react to the problem peacefully and adequately. In their interests, everything is solved and settle in a short time.
In recent years, the problem is not only with sellers, but also by customers. Increasingly, the Chinese express their discontent, since they are deceiving them.
Thus, it's not difficult to return my money. The Aliexpress website provides protection to customers. Funds are sent to the Chinese only after confirming the receipt of the order. If suddenly the seller will be unfair, then the money will be returned to the account from which payment was carried out.
How to return money from Aliexpress if the goods did not come
If the buyer received an order and wants to return the goods, he can do it:
Within 15 days (buyer protection) after confirmed receipt of the order or expired delivery time. This refund is issued with the help of a dispute. Read more about Disputes: in assistance for sellers, in help for buyers.
During the warranty period or shelf life - only for goods of inadequate quality: with disadvantages or marriage. This refund is issued through the support service.
Return during buyer protection
Within 15 days, the buyer can return any product: with marriage, disadvantages or the one that did not like.
How it works
Buyer opens the dispute. You negotiate the return of the goods and money (ourselves or with the help of the arbitrator).
The buyer sends the goods and indicates the track number in the Personal Account.
You receive the goods and confirm it in the Personal Account, on the dispute page:
Attention . You have 31 days to confirm receipt. The time is counted from the moment when the buyer indicated the track number. If you do not confirm the order during this time, it will be confirmed automatically.
Aliexpress sends money to the buyer and writes them off from your account in the Personal Account. More about the movement of money.
If you have not received a product or buyer indicated the wrong track number, submit a complaint on the dispute page:
Employees Aliexpress will consider the complaint, the solution will appear on the dispute page.
Where and how the goods will be back
Buyer will send the goods to your return address. It can send the goods in any way, for example, by mail or delivery service.
Who pays for the shipment
If the buyer returns a product that did not come up or did not like, then the shipment pays the buyer.
For the goods inappropriate quality shipment pays the seller. Agree with the buyer how to return money, for example, translate to details or send a coupon to the next purchase.
Customer Protection Defense
If 15 days after receiving passed, and the goods broke, the buyer can return it through the support service.
How it works
The buyer writes you immediately or first in the support service.
You and the buyer are negotiating how and where to return the goods.
You get the goods and return money to the buyer within 10 days.
If the goods do not come for a long time, write in the online chat.
Where and how the goods will be back
Buyer will send the goods to the address and in the way that you agree.
Who pays for the shipment
Shipment pays the seller. Agree with the buyer how to return money, for example, translate to details or send a coupon to the next purchase.
A convenient return is an option with which the buyer can return the goods of proper quality for free. Read more: in assistance for sellers, in help for buyers.
How it works
The buyer opens the dispute and selects the option "Convenient Returns".
Aliexpress forms a track number and then sends it to the buyer and you. The number will appear on the dispute page.
The buyer sends the goods "Post of Russia".
The goods arrive in the post office to which your return address belongs. You get the goods (for this you need a power of attorney, download a sample).
You confirm receipt in the Personal Account, on the dispute page:
Attention . You have 15 days to confirm receipt. The time is counted from the moment when the buyer indicated the track number. If you do not confirm the order during this time, it will be confirmed automatically.
Within 10 days, Aliexpress sends money to the buyer and writes them off from your account in the Personal Account. Read more: about the movement of money in assistance for sellers, about refund of money for buyers.
If you have not received a product or the buyer indicated the wrong track number, you can file a complaint on the dispute page:
Employees Aliexpress will consider the complaint, the solution will appear on the same page of the dispute.
Where and how the goods will be back
Buyer will send the goods to your return address. It can send the goods in any way, for example, by mail or delivery service. The goods arrive in the post office to which your warehouse belongs. You can find the address of the department on the website of Russian Post.
Who pays for the shipment
The reverse shipment of goods pays Aliexpress: for you and for the buyer, it is free.
Return without participation Aliexpress
The buyer can contact you directly and inform you want to return the goods. You can agree or advise him to open a dispute.
Council . If 15 days after receiving have not passed, ask the buyer to open a dispute. So you will protect yourself from unscrupulous buyers.
If the buyer returns goods without Aliexpress, according to the law, you must return the money within 10 days after receipt. For goods of inappropriate quality, you will also have to pay back forwarding.
Where and how the goods will be back
Buyer will send the goods to the address and in the way that you agree.
Last year, buyers of the Internet platform AlExpress had the possibility of free return of the goods. Currently, it is already possible to use this service without delay, the work is set. Thanks to this opportunity, the Chinese store is trying to increase its status. This business solution has increased the number of orders of expensive products. Free return works with all orders regardless of the cost.
Instructions for free refund
To return the goods to the buyer is given 14 days after its receipt, during which it must make a refund and specify the cause. The parcel can be returned not only because it has come damaged, but also if it does not match the characteristics specified on the site. However, you can specify another reason for the return.
For example, when ordering the outerwear, the buyer chose the appropriate size on the table, but with fitting it no longer came, it can make a refund. Buyer may also not satisfy the quality of the material from which the goods are made. After the seller receives the goods back, it is obliged to reimburse its value completely. There are usually no problems with the return, stores do not risk their rating, because of the buyer's complaint they can be removed from the site.
So, if the buyer came a product that did not meet his expectations, he can make a refund following the step-by-step instructions below:
- Entry to your personal account on Aliexpress.
- Go to the orders section.
- Find a product you want to return.
- Choose an unconditional refund on the list.
- Specify the amount of funds to return the store. It will be equivalent to the cost of goods.
- In the next point, you need to specify than I did not arrange a product, why the buyer decided to return it. It is recommended how to describe the reason to describe in detail, the site administration also meets with this information.
- Photograph the received product and attach his photos, video record as proof.
- Press the yellow return request button.
- Expect confirmation from the seller, it can come during a couple of hours and several days.
- After receiving a confirmation, the seller sends the code word. It can be several Latin characters, numbers, or a track number. The address of sending-sending also appears. All this data must be recorded for tracking.
- After that, you can collect the parcel. It must also be packed carefully, as the seller sent it. Everything that was in the parcel when receiving must be put in it back, even if it's just a cardboard separator or a different trifle.
- Go to the post office, from where the parcel was received. Report an employee that it is necessary to make an easy return of the goods CJSC SDT. After that, the buyer will be provided with a form to fill information about the product. Transfer the completed employee's document.
In essence, the procedure is quite simple. Therefore, if the goods cost considerable money, and came in inappropriate form, the buyer can get his money back.
Many users in the network write that Russian mail employees do not always correctly arrange the parcel, are not familiar with the rules of such a way to send. Some customers have refused to return the goods at all.
If such a situation happened, you need to call the hotline of Russian Post or to require explanations from the higher management. To avoid penalties, employees will quickly make the return of the goods.
Do not forget that after receiving the parcel, the buyer has only two weeks to arrange his refund. If these time frames have not been observed, then you should not count on receipt of monetary compensation for the defective goods. The tools spent after returning the goods will go to the specified account only after the parcel goes to the warehouse and will be checked.
Rules of free return of goods
There are a number of rules for free return of goods from Ali. However, when ordering should be remembered that certain categories of goods are not subject to reverse design, even if they did not suit the buyer. The goods that the buyer is going to return:
- should not be used, that is, to have a primordial look;
- All checks and the original box are not lost;
- appropriate freight form;
For quick free reverse registration, the following categories of goods are not suitable:
- Underwear: Briefs, bras and other goods;
- Electrocomponents: motherboards, chips.
- Tools: phones, smartphones.
- Clothing, customized by customer standards.
Therefore, when ordering the goods should be carefully familiar with the information about the product, reviews and only then order delivery and pay for the goods. Return of funds This procedure can last long until the goods turn out to be in the warehouse and will not be processed. If the store does not return money you can quickly file a complaint.
Free unconditional return of goods appeared on Aliexpress. True until all. But this is good news, so in this article we will deal with what the essence of the unconditional return and how it works.
First, it is worth noting that this is done to motivate buyers on more expensive purchases. It is no secret that so far for many users aliexpress remains a site to buy any trifles and baubles. And mostly it is due to the fear of people run into poor-quality goods and lose money. After all, return the goods purchased online, and even from abroad, then the adventure, not to mention the huge amount of time you need for this.
A great influence on the fears of people had a rigid policy of Aliexpress (recently) in relation to open disputes. I think everyone heard stories about how a decent buyer received a defective product (or not received), opened a dispute to return his money, and he was simply banned, they say there is a lot of open disputes or something else.
In general, people are afraid to buy something expensive to Aliexpress and not unreasonable. What has changed with the introduction of a free unconditional return.
How does free return to Aliexpress work?
Again - At the moment, free refund is available for a limited number of goods AlExpress and not all sellers . You can find such goods in a free refund (unexpected)). She looks like this:
By the way, in the search now you can sort the goods to which the unconditional refund applies
The presence of such a warranty from the seller means that Within 15 days after receiving the goods, you can return without explanation of the reasons. That is, if you just didn't like the new product, you can return it and get back money. This is especially true when buying clothes and shoes, which is often not suitable in size or looks at all as in the photo.
Conditions and restrictions
Requirements and conditions for the free return of goods on Ali Spress are the same as when returning the goods to the nearest supermarket:
- The goods were not used
- Saved equipment equipment
- The original packaging, labels, etc. saved.
Regarding the last point, does not specify what to do if the package was damaged upon delivery. Remembered and damaged boxes are not uncommon when ordering goods with aliexpress and delivering with non-painful postmen and couriers.
You can not return the products of the following categories:
- Dresses stitched to order
- Electronic components
In theory, you simply won't find with a warranty of free return. So you can not pay attention to the list.
How to return the goods and get the money?
For this, you certainly have to open a dispute. When opening a dispute, select the section "Return of Goods and Money", and in the column "I have any problem" to choose an unconditional refund .
After the seller's request, the seller will have 2 days to take your dispute. Next, you will receive a code word, as well as the address where the parcel will be sent.
The code issued will be needed to you at the Russian Post Office for free shipment to the goods in the Seller's Warehouse Aliexpress. All you get out 15 calendar days (On the screen simply lost figure 1). In view of the warehouses in Russia, so the delivery process should not be delayed for a long time.
Note: You can return the goods for free only once to order. If you want to return several goods separately, you can also use a local refund, but you have to pay delivery to the warehouse. To save on charge damage, we recommend returning goods from one order together.
If you are told that you are not aware of such a procedure as a "easy refund" and require money for shipment, you need to call 8-800-505-90-35 and explain the situation. The operator will ask you to inform the code of this post office (it is the index). The appropriate instruction will be sent there. The next day (as the operator told me) you can come to this branch again and send goods absolutely free.
There is also an option to search for another post office, whose employees will be aware of what to do in such a situation.
In the warehouse will check the integrity of the goods, its complete set and packaging. If everything is fine, then you will be returned to money. At the same time, the return time depends on your bank or payment system. Usually it is 2 weeks.
In general, a free return to Aliexpress is the reincarnation of the "local return" with the only difference that you do not have to pay for the delivery of goods to the warehouse even if you just did not like it.
Promise that in the future this warranty will spread to all products Ali Spress. But how soon it happens not known.
Free, light or differently unconditional return on Aliexpress is an opportunity to return the goods acquired earlier that does not correspond to the description or was not delivered during the buyer's protection period.
This feature has been added on the site from August 2019. However, the ability to make a light refund is not available for all types of goods. For this, it is necessary in the fields of sorting Aliexpress Press the checkbox "Free Return".
This feature is also displayed in the product card.
Having bought the goods with such a mark. You can return it within 15 days without explaining the reasons.
How to make a free return to Aliexpress?
For registration of easy return services you need:
- Go to Aliexpress and authorize. Next, go to the "My Orders" page
- The desired goods must be pressing "Open Spore"
- On the Card page you need to press "Open Spore"
- In the dispute page that opens, select the "Return of Goods and Money" button
- In the form fields, you must specify the following information:
- "The problem arising" to specify the "unconditional refund"
- "Return amount" - the maximum amount proposed by the platform
- "Please provide detailed information about your request." Describe what I did not like in the product.
- After that, you must click "Local Request"
- Next, you need to wait for a period of time (usually a few hours, but it also happens a couple of days) and all information on the return will be displayed in the dispute. Within 5 days, click on the "Get Track Number" button. ( Important! If you do not have time to click on the button in this period, the dispute will be closed without returning.)
- After that, a unique track number will be available.
- After that, you need to follow the link (example specified above) and generate the barcode. It needs to be shown by mail to make a free return.
- Pack the parcel yourself or use the packaging service in the post office (package service). If you want to return several goods from one order, pack them in one package.
- Bring goods to mail (can be in any post office) And tell me that you need to make a free return to Aliexpress. Show barcode, on this refund will be completed.
- When the product comes to the warehouse, Aliexpress will return the money. Getting and processing in a warehouse can take up to 15 days from the moment of activation of the Sri-Code of Return.
After sending the parcel mail in the Personal Account status will change to "Waiting for confirmation of receipt from the warehouse".
No track numbers when easily adding or sending or sending the seller is not needed. The system will all determine everything automatically and after a few days the statuses will be updated themselves.
After receiving the parcel of Moscow SDT, the status will change to the "CONFIRM Warehouse". This means that the parcel received and money will be returned.
If there are some doubts about light delivery, you can call the hotline of Russian Post. For issues of obtaining or sending goods: 8-800-1-000-000 , on other issues: 8-800-505-90-35 .
Unconditional Return to Aliexpress - Frequently Asked Questions
Cash to return in full?
Opening a free refund. You agree to the conditions that the goods will return in perfect condition and in the original packaging. If these conditions are not respected - funds will not return.
What time is it necessary to get a return?
After your parcel is delivered and the return conditions are followed by the funds will be listed on the account. Return of funds is carried out from 3 to 20 working days after receiving the parcel.
Can I exchange the goods, and not to return?
Commodity exchange, unfortunately, is not available. In this case, it is necessary to place a new order.
Buying things in the store, we can evaluate the quality, try and try the goods in action. On the Internet, choose the product is in the picture and description. It is impossible to be confident by 100%, which will come what you expect.
The Aliexpress team has envisaged the appearance of unaffordial sellers. On the site you can see the ranking, reviews and comments on the order. Cachebacks went further and created programs to determine the price change and detection of negative responses. The system becomes reliable and does not allow the sellers to sell low-quality goods. But there are situations where the goods do not correspond to the expectations of the buyer.
The question arises: "How to return the goods to Aliexpress?".
Reason for return
Return of goods on Aliexpress is carried out by a good reason. It is impossible to abandon the product just like that. The only weighty cause of termination of the transaction is a discrepancy description. In such a situation, the user can return the goods. We will have to prove to the customer and the Aliexpress team of its right and agree on the return conditions.
The reasons for which the user has the right to terminate the transaction.
- The goods came incorrect size, colors, forms. The criterion is not taken into account if the user agreed to change the indicator in advance.
- The product is poor quality and does not fulfill the tasks. The phone does not turn on, the router does not distribute the Internet, cosmetics overdue.
- The material does not match the parameters specified in the description. Instead of the Golden Ring, they sent copper, pajamas not from cotton, but from synthetics.
- Product defective. There were chips, scratches. In electronics, certain parts may not work.
For other reasons, the customer is not obliged to return the goods.
Options solving the problem
Return of goods is not the only way to terminate the transaction. Aliexpress offers three solutions to the problem.
- Complete return of spent means . The item is sent by mail to China to the customer. After receiving the seller compensates for the purchase.
- Partial return of spent means. The user leaves the thing at home. The seller pays compensation for the inconsistency of the parameters.
- Exchange of goods on another thing. The customer proposes to change the poor-quality product.
The first option is the most difficult and long. Most customers refuse to pay the road. Delivery of goods to China may cost more than buying. Perhaps the product will deteriorate during transportation. The user will have to reimburse the damage.
The second option is risky. Waiting for the delivery of the new product will have long. The customer has once sent a poor-quality product. It is possible that re-sending will not bring anything good.
The third option is the most practical and reliable. Cash is returned for several days.
Communication with the seller
When receiving goods, prepare the camera and remove the unpacking. Gently tear the box and show that they treated the thing carefully. When I detecting a marriage, we open the site Aliexpress and begin correspondence with the customer.
Typically, sellers are irresponsible to user complaints. Do not trust promises. It is better to immediately send an order to arbitration. However, you can try to solve the problem without contacting support. Shops with a good reputation are afraid to get a negative feedback. They will immediately offer solution solutions.
In a personal message describe in detail the problem. It is advisable to attach a photo or video of goods. Write in English. Customers do not respond to messages with incomprehensible complaints. Not every seller will not translate the Russian language. If the customer pulls a long time with solving the problem, contact support.
Whatever emotions have been overwhelmed, write competently, with respect. Aggressive messages rarely receive a response. If the customer does not respond long, open the dispute.
The customer's personal correspondence and the buyer is not taken into account when solving the dispute.
Opening a dispute
If the customer does not offer solution options, does not restrain promises and rude - open the dispute. Go to the account in the "My Orders" section. Select the desired product and click the Open Spore button.
Prove the support of Aliexpress that the goods are poor quality. Attach the proof, describe in detail the problem. Do not forget to send all the necessary documents.
- Photography with a defect. The snapshot clearly seen the inconsistency of the goods description on the site. We recommend photographing in daylight to a high-quality chamber.
- Picture of clothes on yourself. If the customer confused the size and color, take a picture and attach a photo. Do not forget to make an order screenshot where the correct parameters are indicated.
- Video with complaints. Method for english-speaking people. Describe a problem in detail, do not shout and do not swear. Try accessible to describe the reason for the return.
The opening period of the dispute is fifteen days after receiving the goods.
Before sending to the mail, specify the exact address and the index from the customer. Typically, information can be taken in the dispute. Pay attention to the packaging of the goods. Employees of mail will help correctly pack the product. Passages the shipping cost of the buyer. Some users can agree on sending sellers.
Mail employees will give a citizen receipt. It will contain the track number that must be sent to the seller. Contact the postmanship if you can not find the number.
The dispute closes after full compensation compensation. Support will not be able to help the user after closing. The customer will not be responsible. The seller will not send cash and will not receive punishment.
The cost of sending is from 50 to 1 thousand rubles. The price depends on the size and type of product.
Adhering to tips, you get a guarantee for a successful return of the goods and compensation compensation. We have collected 10 tips that will not allow you to make mistakes.
- Do not trust customer promises. Open the dispute. Adequate sellers will not be offended and caught your position.
- Be careful with the way of sharing goods. Officially, on Aliexpress there is no such method.
- Remember that all the troubles of shipment lie on your shoulders. Customers are not obliged to pay the road.
- Package product correctly. Traders sellers and can refuse compensation.
- Take a picture of the packaging and design of the goods in the post office and send the customer.
- Do not confuse the address. If the customer specifies different addresses in the dispute and personal messages, do not believe it. Send by coordinates specified in support.
- Remember that the duration of the return of the goods is 10 days.
- If you agreed to return the goods, it is impossible to cancel the agreement.
- Do not prolong the return period of money.
- Do not agree to dubious offers of the seller.
So that there were no problems with the return of the goods, order products from proven sellers. Check price dynamics and read reviews. We wish you a pleasant shopping and fast delivery.
All you need to know about the return of money from Aliexpress - Step-by-step instructions
The client of the famous Chinese trading platform should be aware of the procedure for refunding money with Aliexpress, the peculiarities of the opening and aggravation of the dispute, as well as the conditions under which funds can return.
This will allow it to avoid problems with the delivery of goods or shipment by an unscrupulous seller of goods that do not match the descriptions in the card.
Return money and for poor-quality purchase, and in all other situations, when the wine wine is proved.
Reasons for refund
Require from the seller a full or partial return of funds for the selected and already paid purchase Customers may be in such situations:
- The goods do not comply with its description in the Aliexpress card (not the same color, size or material, less RAM or not the complete set);
Fig. 2. The coming purchase does not always correspond to the photo on the site.
- Product of improper quality or even broken;
- The seller sent not the goods (intentionally or by chance);
- Purchase returned to the seller, it was not sent to the address;
- The parcel was detained at customs or delivery time more than the maximum permissible value.
Fig. 3. Purchase from Aliexpress can linger at customs.
One of the most common reasons for the return is to cancel the order by the buyer.
This usually happens if the customer does not need the selected product, or he found a more suitable or advantageous offer.
In order not to open a dispute with the seller, it is advisable to report on the refusal and requirements to return to sending the parcel.
Sometimes cancel orders and stores themselves. Although such a situation rarely occurs - even in the absence of goods from the seller, he usually delays the time before receiving a new party. Another reason for the store is the end of the stock and the reluctance to sell the selected product with a discount.Back to Menu ↑
Cases in which funds are not returned
- You should not count on the return of purchase in cases where the buyer confirmed its receipt instead of opening the dispute.
- Sometimes pressing happens by randomly - but the money does not return anyway.
- The chance to get back your funds from the customer is only if he won the dispute and agreed to return with the seller.
- It will not always be possible to return the payment and after opening the dispute.
- The Aliexpress service will be on the side of the store, if the buyer ignored the deadline for submitting a claim or did not lead to the fracture arguments.
- Will not receive your funds and customer who puts forward unreasonable claims.
- The amount paid for the appropriate product is not returned to the client, the need for disappeared after it is received.
- Or at the non-fulfillment of other conditions that are exhibited by the buyer of the store.
Conditions for the buyer
You can count on the debate in the dispute if the buyer Complies with such requirements:
- It proves that the purchase was made by this seller;
- represents evidence of the inconsistency of the goods received by the description in its card on the store page;
- Submits an application for the first time - open a re-dispute, if the first was closed after a satisfied buyer of the decision.
If the conditions are not performed, the customer remains only to leave the purchasing of yourself.
Or negotiate with the store without the intervention of the service administration.
As a rule, sellers who value their reputation are trying to make a decision that satisfies both parties.Back to Menu ↑
Refund procedure without dispute
In order to return the payment for the purchase on the Aliexpress without a dispute, you should decide before sending goods.
If the order is canceled, the buyer must perform such actions:
Fig. 4. Cancel not yet sent an order in Aliexpress profile.
Log in on the Aliexpress service page . Select the "My Orders" section. Find among the purchases made by the one you should cancel and check the status. If the parcel is not sent yet, click on the cancel button. If the load has already gone to the buyer, there will be no such possibility.
Important : You should not hope for a quick refund even after such a cancellation. Operation may take a certain time - the timing of the funds is back depend on the payment method. The amount listed by the electronic wallet is returned faster, longer - listed from the bank card (sometimes you have to wait at least a week).Back to Menu ↑
Return through spores
The return of the funds listed by the Aliexpress seller is almost always accompanied by the discovery of disputes - a way specifically provided by the service to protect customers.
In order to use it correctly, Features should be taken into account:
- Disputes should be opened before the buyer accepted the goods. After receiving the parcel, the service client officially loses the right to demand a refund.
- It is impossible to close the disputes until compensation is received. Sometimes the sellers promise after closing the dispute to return the full cost of purchase, pay bonuses or send the goods re-- but such promises are never executed.
- The closed dispute will not be able to update. The money is sent by the store, and the buyer has no satisfying goods.
To increase the chances of returning to the customer, it is recommended to prepare for the dispute.
In some ways, the service will help him, allowing you to view even the screenshots of the purchase.
However, the main work on the collection and provision of evidence is fulfilled by the buyer.Back to Menu ↑
Evidence for dispute
The process of preparing arguments for the dispute includes:
- Photos of the damaged, not relevant to the requirements or description of the goods. This snapshots are recommended in any case - if the cause of damage has become incorrect delivery, compensation will have to be required from the carrier.
- Video image of the unpacking process. The same important point as photographing. Sometimes the recording is even more appropriate proof, as it shows that the user has not replaced the parcel intentionally to require compensation for it from the seller.
- Proof of material inconsistency also may require video shooting. For example, if the purchased bag should be leather, and actually made from the fabric, it is necessary to demonstrate this, filling on the unobtrusive area of the product.
Fig. 5. Preparation of video as proof for the dispute with the store.
Important : The service does not always accept the side of the buyer - after all, the sources of its profits are not only customers, but also shops. However, the representatives of Aliexpress are trying to solve all issues on justice. If there is proof of the wrongness, the administration will help win the argument to the customer, if not - the seller.Back to Menu ↑
The main stages of solving the problem
To open and continue the dispute buyer Performs the following actions:
Fig. 6. Opening a dispute with an aliexpress store.
Step 1. He prepares evidence and comes to his profile, opens the ordering section and is looking for a purchase that is going to get back its funds. Finds and presses the inscription "More" or "Open Spore". Both options will lead the customer to the page with a detailed description, from where the dispute opens.
Fig. 7. Choosing a method of returning funds.
Step 2. Chooses a satisfying solution. You can specify the return of money or receiving funds in exchange for the departure of the goods back. Under each point there is a list of suitable situations to help navigate with the choice.
Fig. 8. The process of continuing a dispute with the store.
Step 3. Fills the form of a dispute, I specify the return amount, the causes and the presented claim. The text is recommended to write in English using your knowledge or help of an online translator. The amount to return should be indicated with the reserve, leaving the opportunity to rebuild or compensate for the cost of sending the parcel back. Press the button "Send" And expects a response from the seller.
The store must answer within 3 days. Most sellers start writing almost immediately after applying. From the buyer, it is important not to succumb to persuasion and not to close the dispute until the money is returned or another satisfying the decision is made.
Sometimes the decision does not satisfy the buyer, it has the opportunity to continue the conversation, attracting the administration of the service.
To do this, he will have to sharpen the argument by clicking on the appropriate button on the dispute page.
Fig. 9. The aggravation of the dispute with the seller in the presence of complaints from the buyer.Back to Menu ↑
Exacerbation of the dispute
When aggravating the dispute, the service administration interferes into it.
Representatives of the Chinese trading platform consider evidence and listen to the views of the parties, after which they decide.
However, the choice still remains behind the client, but options are already less - agree with the seller's proposal or choose the store option.
Fig. 10. Dispute with the participation of representatives of Aliexpress.
When solving a dispute in favor of the buyer, he can expect the arrival of funds in the same way he paid for the goods.
Sometimes before this has to send the goods back.
When sending, be sure to save and send the track number to the seller with which the store will track the parcel.
Fig. 11. One of the stages of the dispute on which you can agree with the proposal of the store.
After coming the parcel, the dispute is considered closed.
At the same time, the procedure for refund paid by the buyer of funds begins.
You can see her stage in the Personal Profile Orders section on the site or in Ali Spress.
Fig. 12. Stages of reimbursement of funds.Back to Menu ↑
Partial refund or exchange
Not only a complete refund, but also a partial refund. Conditions are negotiated by the seller and the buyer individually.
Sometimes, if the amount of partial compensation suits the client, it can leave an inappropriate or partially suitable product to myself.
With such situations, it is necessary to deal with buyers who ordered goods that do not correspond to the description.
For example, other technical parameters of the technique, another color of the dress or incomplete equipment.
When receiving a defective or non-working product, the client has the right to exchange.
In this case, it will have to pay back even the return shipping.
However, sellers usually compensate for such problems with bonuses or discounts to another purchase.Back to Menu ↑
Methods for obtaining funds by the buyer
In accordance with the rules of service, the paid amount is usually returned by the same way that the money was transferred to the seller.
However, there are certain nuances:
- When paying through WebMoney, funds come to the same electronic wallet.
- If the buyer paid the goods from mobile through the Kiwi service, the amount returns not to the phone, but on the QIWI-wallet created specifically for this. In order to access it, go to the service page and restore the password through the phone number.
- Payment from the Yandex Wallet is returned in the form of cashless translation.
- When paying a bank card, the means is transferred to the same payment agent. However, if the user has already received a new card, he will have to contact the bank for the return of funds.
Fig. 13. Payment methods for Aliexpress.
The easiest way to solve the problem with blocked (due to loss or completion of the validity period) by the card, if the buyer remained the client of the same financial institution. Banks usually produce new payment funds, tie them to the old score. The return amount will be listed on it.Back to Menu ↑
The period during which funds are returned, too Depends on payment method:
- With credit cards visa, maestro or mastercard funds come during 3-15 days;
- owners of electronic wallets have to wait from 7 to 10 days;
- When sending a bank transfer it is worth counting on a refund within 1.5-2 weeks;
- Payment from the account of the Alipay payment system returns For one day.
Means do not always come so long. In most cases, the client receives back its funds during the first week after the dispute is completed.
Exceptions are periods of winter holidays, when banking systems may have a long weekend.
If the alleged return period has long over the time it has been completed (more than 10-15 days have passed since the decision), should be contacted first with the bank or administration of the payment system, specifying whether the translation was sometimes the cause of the delay is their actions.
After that, it is worth contacting the Aliexpress service support service.Back to Menu ↑
The fund return system to customers is one of the main features of the Al EExpress service, thanks to which they enjoy every day millions of customers.
Its presence protects against unscrupulous sellers or fraudsters, avoids a number of unpleasant situations.
On the other hand, customers themselves should take care of the protection of their funds - choose goods, focusing on the seller's rating, do not participate in dubious promotions (when a discount without any reasons exceeds more than half of the price) and order paid delivery.