To make purchases online on English-language trading platforms: eBay auction, Amazon hypermarket, Chinese Aliexpress, and hundreds of others, perfect knowledge of the English language is not at all necessary. Product descriptions can be translated using an automatic translator like translate.ru, or you can simply use any search engine to find a similar product in the Russian-language segment of the Internet with an already translated description. Correspondence with sellers on eBay and staff of online stores usually comes down to standard phrases.

We have tried to put together a small "phrase book" with a set of the most commonly used phrases and expressions that you can use for typical situations. The phrases are composed as simply as possible so that if necessary, you can always “construct” the desired letter.

1. Politeness never hurts in any situation. Try to always start your message with a greeting and end with a goodbye and signature.
2. The letter should always be specific; remember that the people you are addressing, as a rule, you are not the only client. Therefore, always indicate the identifier of the product(s) that the letter concerns: this could be the lot number on eBay, the internal number of the product in an online store, or, as a last resort, just insert a standard URL - a link to the product. In a letter, after the word product - item, you can always insert a number or link in brackets.
3. If your knowledge of English leaves much to be desired, you should not build complex structures. In this case, brevity is your strong point. Use simple phrases.
4. Disrespect, rudeness, rudeness, threats never bring any benefit. Try never to “burn the last bridge” with insults, even in the most difficult and seemingly hopeless situation. This is not in your interests - because everything can change. On eBay, rudeness and insults are punishable, and threats may result in the user's account being blocked.
5. Try to make the letter reasoned. Do not make unfounded statements, statements, or put forward unreasonable demands. Support everything you write with facts.

Email templates and standard phrases in other languages

Standard phrases

Russian	English
Dear Seller	Dear Seller
Dear / respected	Dear Sir/madam
I won item(s)	I have won item(s)
I purchased item(s)	I have bought an item(s)
Best wishes	Best Regards
Best wishes	Kind Regards
I'm really sorry.	I'm really sorry.
Great.	Great.
I have shopped on eBay many times before and have good reviews on my profile as you can see.	I have already purchased items on eBay and I have good feedbacks in my profile, as you can see.
I tried to contact you, but received no response.	I tried to contact with you, but I haven’t got any reply.

Questions about the purchased product

Russian	English
Please send me some additional photos of this item. Preferably in good resolution.	I kindly ask you to send me a few additional photos of this item. It is desirable to send photos in high resolution.
Could you provide me with more information regarding this product?	Could you please give me more information about this item?
Where was this product purchased?	Where was this item bought?
When was this product purchased?	When was this item purchased?
What condition is this item in?	What is the state of this item?
Why did you decide to sell this product?	Why have you decided to sell this item?
In what country was this product produced?	In what country was this item produced?
Do you have a document confirming the date and place of purchase of this product (cash receipt/invoice)?	Do you have a document that confirms the date and the place of this item purchase (cashier’s receipt / bill)?
Do you have a warranty card for this product? Can you send me a copy of it?	Do you have a warranty service coupon for this item? Could you please send me the copy of it?
Does it come with a software disc?	Do you provide the disk with software?
What main software is currently installed?	What basic software is now installed?
Device serial number?	What is the serial number of the device?
Is a case included?	Do you provide the case?
Does the kit come with a mounting kit?	Do you provide the complete set of fastenings?
Is a charger included in the package?	Do you provide a charger?
Please send me photos of the information label of this product, where the country of origin / fabric composition / size / power supply specification / serial number will be visible.	Please, send me the photos of information label of this item, from which I could find out the country-producer / structure of the fabric / size / the power unit specification /serial number.
Has this item been washed or dry cleaned?	Was this item laundered or dry-cleaned?
Have you sent this product to an atelier/workshop for repair/adjustment to fit your body (height)?	Have you taken this item to the atelier / to the workshop for repair / alteration to the body (height)?
Is this product made of leather or leatherette?	Is this item made of leather or of leatherette ?
Is this product entirely made of leather or are there leatherette/fabric inserts?	Is this item entirely made of leather or there are insets of leatherette / fabric?
Does this product have visible/hidden defects?	Does this item have visible / hidden defects?
Can you measure the length of the insole?	Could you please measure the length of the insole?
How long has this product been in use (used)?	How long was this item in use (used)?
How would you rate the condition of this product on a scale of ten (0 - terrible, 10 - perfect)?	How would you evaluate the condition of this item in ten-point system (0 - terribly, 10 - irreproachably)?
Is this item brand new with tags/tags/stickers in manufacturer's packaging?	Is this item absolutely new with tags / labels / stickers in manufacturer’s box?
Is the power supply of this device designed for 110 or 220 volts? Or is it universal 110–220?	Is the power unit of this devi e rated at 110 or 220 volts? Or is it universal 110-220V?
Does this device come with a European or US power plug?	Is this devise supplied with a plug of European or US standard?
How long has this device been in use?	How long was this device used?

Payment for goods

Russian	English
I have won the following lot(s) (lot numbers #), I request that you send me a total invoice for payment. Delivery via USPS EMS (USPS Priority, Royal Mail).	I have purchased the following item(s): #. I kindly ask you send me general invoice. Delivery via USPS EMS (USPS Priority, Royal Mail).
I purchased the following item(s) (lot numbers #) from you, I ask you to combine them into one package and send me a joint invoice for payment.	I have purchased the following item(s): #. I kindly ask you to unite them into one parcel and send me general invoice.
I purchased an item from you (lot number #), I have not paid for it yet, because I plan to also purchase (lot number #). Can you defer payment and if I win this lot (lot number #) combine all the goods into one package and send me a total invoice for payment?	I have purchased an item # , and I have not paid for it yet, because I’m going to purchase another item #. Could you please put off the payment, and if I win the item # , unite all the items into one parcel and send to me total invoice?
Unfortunately, I have some difficulties with payment, can I ask for a deferment of payment for.... days?	Unfortunately, I have some problems with payment, can I ask for a delay for ... days?
Unfortunately I am unable to send the payment, please send me your Paypal ID so that I can send the funds directly from my account.	Unfortunately, I cannot send the payment. Please, send me the identifier of your Paypal in order that I could send money directly from my account.
Can I pay for the goods by any other method other than Paypal?	Is it possible to pay in a different way than Paypal?
Can I pay via (international bank transfer, Paypal)?	Can I pay via (international bank transfer, Paypal)?
Please send me bank details.	Could you send me please bank account information?
The VAT must be returned to my Paypal (card) account.	The VAT value needs to be refunded to my Paypal (credit card) account.
I cannot pay for my purchase through PayPal because this online payment system does not work with residents of my country.	I can’t pay for the purchase via Paypal, because this online payment system does not work with citizens of my country.

Delivery. Insurance. Customs

Russian	English
Delivery.	Delivery.
Insurance.	Insurance.
Customs.	Сustoms.
I am interested in purchasing your product(s), but I see that you do not ship orders to the country where I live (Russia, Ukraine). Can you make an exception for me and send me the item(s) via EMS (Priority, Royal Mail)?	I’m interested in purchasing your item(s), but I see that you don’t send them to the countries I live in (Russia, Ukraine). Can you make an exception for me and send me the item(s) via USPS EMS (USPS Priority, Royal Mail)?
I would ask you to send the parcel via EMS (Priority, Royal Mail).	I would like you to send the parcel via USPS EMS (USPS Priority, Royal Mail).
I am interested in purchasing your product(s), but the proposed delivery method does not suit me because it: too expensive. involves high customs duties. The parcel will take too long. too unreliable.	I’m interested in purchasing of your item(s), but the way of delivery you suggest isn’t convenient for me because: it's too expensive. the customs duties are too high. the delivery will take too much time. it's too unreliable.
Can you send me this item(s) to the Russian Federation (Ukraine, Kazakhstan, Belarus) via EMS (Priority, Royal Mail)?	Could you please send this item(s) to Russia (Ukraine, Kazakhstan, Belarus) via USPS EMS (USPS Priority, Royal Mail)?
I request that you carefully package the item(s) I purchased. I'm willing to pay extra for this.	Please, pack up the purchased item(s) good. I’m ready to pay for it additionally.
I purchased product(s) from you.... Please tell me, have you already sent the parcel?	I have purchased next item(s) from you .... Please let me know if you have already sent the parcel.
Please tell me the full cost including delivery to Russia (Ukraine, Kazakhstan, Belarus) via EMS (Priority, Royal Mail) and insurance.	Please, let me know the total cost including delivery to Russia (Ukraine, Kazakhstan, Belarus) via USPS EMS (USPS Priority Mail, Royal Mail) and insurance.
Can you tell me the date when you sent the parcel?	Could you please tell me the date when the parcel was sent?
Please send me a tracking number to track the delivery progress.	Please send me the tracking number.
Unfortunately, I still have not received the item(s) sent to me.	Unfortunately, I haven’t gotten sent item(s) yet.
I want to initiate a search for the parcel, but for this I need scanned copies of the shipping receipt and customs declaration CP22/23.	I would like to initiate a parcel search, but I need the scan-copies of the check of shipment and customs declaration CP22/23.
I ask you to indicate in the customs declaration the following value of the parcel: ... $	I kindly ask you to specify in the customs declaration the following value of a parcel: ... $
I ask you to send me this product as “used”, removing all stickers, tags, and price tags from it.	Please, take all the stickers, labels, and price tags off and send me the item as "used".
Is it possible to additionally insure the parcel? For the amount... .	Is it possible to insure the parcel additionally? To the amount of... .
I still have not received the parcel sent. Can you initiate a search for her and obtain insurance compensation?	I still haven’t received the sent parcel. Could you please initiate the search and insurance compensation?
This will help avoid paying unnecessary customs duties.	This will help to avoid duties.

Intermediaries

Russian	English
Can you ship this item(s) to my friend in the US who will then ship it to me? Is it possible?	Could you please send this item(s) to my friend in USA who will send it to me then? Is it possible?
My friend (my affiliate company) in the USA: will pay for this product, will receive it to your (her) address, and then send it to me.	My friend (my partner company) in USA: will pay for the item, will receive it at his(its) address, will send it to me then.
My friend (my affiliate company) will pay for the item(s) (via Paypal).	My friend (my partner company) will pay for the item(s) (via Paypal).
I will pay for the goods myself via Paypal.	I will pay for the item(s) myself via Paypal.

Canceling a deal

Item not received/not as described. Disputes. Returns

Russian	English
You promised me a full (partial) refund for the purchased item(s), but you still haven't done so. May I ask why? When will you make the return?	You have promised me full (partial) refund of money for item(s) purchased from you, but you have not done it yet. Can I ask you why? When do you do the refund?
I am forced to leave you negative feedback because I still have not received the item(s) (the item received does not match the description).	I have to give you a negative feedback because I haven’t received the item(s) yet (the delivered item doesn’t correspond with description).
Can you guarantee compensation for the cost of return if the product I receive is not as described?	Do you guarantee the compensation of the return cost in case the item doesn’t correspond with description?
I purchased this item, paid for it via Paypal, but I still haven't received it.	I have purchased the item, paid for it via PayPal, but I haven’t received it yet.
Please refund me the full amount paid as soon as possible.	Please refund me in full asap.
The item sent to me is not as described (broken), but sending it back to you is very expensive, can I expect a partial (full) refund to my Paypal account?	The item delivered to me doesn’t correspond with description (it’s broken), but it’s too expensive to send it back to you. Can I ask for a partial (full) refund of money to my Paypal account?
The product I purchased from you is in need of repair. As I was informed at the service center, the repair will cost.... Can I count on a partial refund for the amount of the repair? (partial refund to my Paypal account)?	The item I have purchased from you needs to be repaired. In the service center I was told that repair will cost .... Can I ask for partial refund of money to the amount of the repair cost (partial refund of money to my Paypal account)?
The item in the package was not the one I purchased.	In the parcel there was not the item I had purchased.
Unfortunately, I have to turn the dispute into a complaint.	Unfortunately, I have to turn the dispute into claim.
Do you accept returns of goods from Russia (Ukraine)?	Do you accept return shipping from Russia (Ukraine)?

Exchange of feedback

Standard phrases for positive feedback

Russian	English
Complete, truthful description of the product.	The full and true description of the item.
Good price.	Good price.
Excellent communication.	Great communication.
I recommend to everyone.	I recommend everyone.
Pleasant to do business with.	It’s a pleasure to deal with.
I will buy more.	I will purchase more.
Real professional.	A real professional.
Goods match the description.	The item corresponds with description.
The goods were received as soon as possible.	The item was delivered very fast.
Great seller.	Great seller.

Standard phrases for negative reviews

Russian	English
I received an item that does not match the seller's description.	I have received an item that doesn’t correspond with the seller’s description.
Product has not yet been received.	I still haven’t received the item.
There was a delay in shipping the purchased item.	The sending of purchased item was delayed.
Poor communication.	Bad Communication.
The seller does not respond to letters.	The seller doesn’t reply to the letters.
Received broken (broken) item (in poor condition).	I have received broken (smashed) item (in a bad condition).
The seller does not answer phone calls.	The seller doesn’t answer the phone.
The product is not original. Received a fake.	The item is not original. I have received the fake.
The seller packaged the item(s) poorly.	The seller has badly packed the item(s).
The size indicated in the description does not correspond to the size of the product received.	The size mentioned in the description doesn’t correspond with the size of the item delivered.
Sells fakes (counterfeit goods).	He is selling counterfeit items.
Rude in communication.	He's rude.
Undisguised rudeness.	Bald-faced rudeness.
The seller insulted me.	The seller outraged me.
Scammer.	Swindler.
I don't recommend doing business with him.	I advice to avoid him.
Sells a product without having it in stock.	He sells items that he doesn’t have.
The product was never sent to me.	He has never sent me the item.
The seller returned my money (part of the money).	The seller refunded me money (refunded a part of money).
The item received is in poor condition. Torn (dirty, broken).	The item delivered in bad condition. It’s torn (dirty, broken).
Refused to return the money.	He denied to refund money.
Indicated in the customs declaration a different amount than was agreed upon.	In the customs declaration he specified different sum than was agreed.
Sent the item(s) in a different way than agreed (cheaper).	He sent the item(s) in a different way than was agreed (more inexpensive).
Involved me in unnecessary expenses.	He put me to extra expense.

When making purchases in Chinese online stores, you may encounter the most unexpected situations. One of them is when the package did not reach the customer. What to do if the goods have not arrived from Aliexpress? Urgently open a dispute and seek a refund.

Finding out the reasons

Each order has its own “Protection” period. This is the time allotted for delivery of the item. It can be viewed in the order card.

Delivery time is the protection period. During this period, you can open disputes with the seller and present your demands. Despite the fact that the terms of transactions with Aliexpress state that it is possible to open a dispute within 10 days after delivery, it is better not to delay this.

When the “protection” time expires, the order is automatically closed and it is no longer possible to open a dispute with the sender.

You will have to contact the seller or representatives of the trading platform directly, but the chances that they will respond are not so great.

What to do if the goods have not arrived from a store located on Aliexpress? First, you should contact the manager of the outlet and find out the reasons. They may be as follows:

1. The seller did not send the products.
2. The parcel was lost during transportation.
3. Goods from Aliexpress are detained at customs or at the post office.
4. During the order, incorrect data was entered: address, phone number, full name.
5. The item did not have time to arrive at the addressee and is in the process of being transported.

It is impossible to immediately understand that the order was not sent and the seller turned out to be a fraudster. But sooner or later this comes to light, and the store is closed. In this case, monetary costs will be reimbursed.

If the goods that were lost during transportation did not arrive, the buyer has the right to apply for a refund of the money spent. Who will pay it in this case, the store or the transport company, they will decide for themselves.

Parcels are often delayed at the post office or customs points. In this case, you need to check the track on the page of the state postal service. If the parcel is not tracked (small package), you will have to call your local post office and figure out what's wrong. It is better to immediately contact the central post office and ask to check the status of the parcel using the number specified by the sender in the transaction details.

If incorrect address or personal information was entered when completing the transaction, the arrived product may gather dust in the mail for a certain time. Such parcels are sent back. In this case, you must return the order through the seller. Contact him and explain that an error occurred and ask him to resend the returned item.

Parcels from Aliexpress may simply be delayed. This happens for various reasons. They often take a long time to be processed at customs points, or the carrier has other problems. If the seller assures that the goods have been shipped and asks to wait a little, you can simply extend the “Order Protection” period.

This will increase the time allotted to the buyer to open a dispute and will allow him to calmly wait for his parcel.

Opening a dispute

When there are only a few days or minutes left before the order is closed, but the desired product still hasn’t arrived from Aliexpress, you need to do something so as not to end up with nothing. In this situation, you can do the following:

1. Open dispute.
2. Contact the seller and extend the protection period.

A dispute can be opened on the last day of “Order Protection”. The action is performed on the order page.

It is important to indicate in the application what the buyer expects. There are 2 options available:

1. Full refund of goods and money - the customer refuses the goods and sends it to the seller, even if he arrives later, but receives the money spent.
2. Refund only – the seller fully or partially compensates the customer’s costs.

If the goods do not arrive, you should select “Return only” and indicate in the reasons that the order from Aliexpress was not delivered.

In the “Expected decision” column, correctly indicate monetary compensation. You can also demand the product, but in this case the sales representative has the right to reject the request and Aliexpress employees will have to intervene in the dispute. You must specify the amount. It must fully correspond to the price of the ordered item. As detailed information, the buyer has the right to describe the situation from his point of view and express any complaints that may arise. After filling out all forms, the application is sent to the seller for consideration.

Within 5 days, a store representative must respond to the application with consent or offer an alternative option. In most cases, this is a proposal to wait and increase the protection period. The buyer has the right to agree or escalate the dispute. If the seller does not respond within the allotted days, the dispute is automatically closed in favor of the applicant and the money is returned to his account.

Less often, sellers offer to resend the goods. They do this so as not to lose their reputation and rating. In this case, the customer can agree or refuse and demand a refund of the money spent.

If the client decides to escalate the dispute, the trading platform team intervenes in the dispute. Almost always it protects consumer rights. Sales representatives know this and try not to escalate matters.

When communicating with the seller, during a “dispute,” the customer should be persistent and demanding in order to quickly achieve the desired result.

The dispute reaches an extreme stage even if the seller and buyer continue it for more than 15 days and cannot come to a common agreement. Another reason could be that the delivery time has expired and the customer indicates that the goods were not received. In these 2 cases, Aliexpress representatives get involved in solving the problem and the buyer returns his money.

In order not to fall into such situations and not worry about what to do if the goods have not arrived, you need to think through the details of the purchase in advance. Viewing reviews will help you determine how quickly orders arrive from the selected store. Sometimes there are many comments in reviews indicating that the item was not delivered. This is a signal that you should not contact this seller. Being attentive and discerning will help you avoid the unpleasant consequences of online shopping.

The following video will tell you how to properly conduct a dispute and get your money back.

But on this page we are interested in the “Open dispute” button. You should click on it.

If your order is completed because the buyer protection timer has expired, you will only have 15 days after the timer ends to open a dispute and get a refund. However, the dispute should not be canceled until you get your money back.

If you open a dispute after the end of the buyer protection period, the required link will be less noticeable and located slightly lower than usual.

• - Expected solution - Refund only
• - Have you received the goods? - NO
• -Problem encountered – Delivery problem – Order protection is already expiring, but the parcel is still on the way

In the “Refund Amount” field, you must enter the full cost of the product. Regardless of whether you used coupons or not. The cost of the coupon will be deducted automatically upon return.

In the “detailed information” field you need to describe your claim. You must write in English. Make sure that the text does not contain Russian letters or additional symbols. For example, the site does not allow the “No” symbol. Do not write in complex literary expressions. The Chinese seller will most likely translate the text through an automatic translator. Therefore, he may not understand complex text.

Below, for reliability, you can attach evidence. In our case, this may be a screenshot of the tracking system, where the lack of status indicating that you have received the parcel will be visible. Finally, click on the “send” button.

The dispute is open. How to conduct a dispute according to the new rules.

If everything went well, we will see the following.

Free legal advice:

At the very top the dates of the main stages of the dispute will be indicated, where you will see:

• - what date did you open the dispute,
• - the date of engagement of AliExpress mediators (the date the dispute escalated), if you do not agree with the seller
• - and the end date of negotiations.

Below you will see a timer that counts down 5 days. If within this period the seller does not respond to the dispute in any way, then you automatically win it and the amount you requested is returned to you.

If the seller agrees with your offer, then there is no need to do anything further. Since after the seller agrees to your terms, the dispute will be closed and the automatic refund stage will begin.

But perhaps the seller will offer his own conditions. Then to the right of your decision you will be able to see the seller's decision, with the option to accept a dispute.

At the very bottom of the screen you will have the opportunity to conduct a dialogue with the seller. You are not obligated to accept the seller's offer if you are not satisfied with it. According to the new rules, you can negotiate with the seller before the date of engagement of Aliexpress mediators. Then the dispute will automatically escalate and it will be considered by independent AliExpress mediators, who will put forward their fair, in their opinion, solution.

Free legal advice:

The seller accepted the dispute.

If the seller accepts your dispute, you will see the following: there will be 2 new links on the orders page: “Dispute closed” and “Return stages”

If you hover your mouse over the “Return Stages”, you can see all the stages of returning your funds. And if you click on the “Dispute closed” link, you can go to the dispute page and see the following.

The dispute status will change to “Dispute closed” status indicating the refund amount. Below are the order details, comments and the history of the dispute.

The dispute history is at the very bottom of the page, where you can see the date when the seller accepted your decision. If no money has been credited to your account within 2 weeks from this date, then you can start to worry and contact AliPay technical support.

Free legal advice:

It takes an average of one day for an order to arrive from China. If you made an order on Aliexpress, but the package does not arrive, we recommend checking the tracking status of the package; if it is being tracked, then there is a high probability that you will receive your package.

If the parcel is being tracked and the order protection time is running out, then write to the seller with a request to extend the order protection time.

In any case, opening a dispute in the early stages is ineffective, since the seller will most likely reject it. Next, we will tell you in detail what to do if the goods still haven’t arrived from Aliexpress.

What should I do if the goods have not arrived on Aliexpress and the order protection period is ending?

If you have checked and the parcel is not tracked, write a message to the seller. If the seller does not respond for a long time or the order protection timer runs out, then we immediately open a dispute.

To open a dispute, follow the instructions below:

In other circumstances, for example, if you are returning a purchased product under warranty or you have agreed with the seller, then click the “Return goods and money” button.

Free legal advice:

But in our case, since we did not receive the goods, we click “Return only”:

Order protection is expiring, but the parcel is still on the way

The transport company returned the order

There is no tracking information (this item is often gray and unavailable due to the fact that the seller seems to have given a track, so if the parcel is not trackable, it is better to choose the first item, i.e. Order protection expires, but the parcel is still on the way)

Free legal advice:

Customs duty is too high, I don't want to pay

The seller sent the order to the wrong address.

After filling out this short form, click the “Submit” button.

All dispute is open.

If the dispute escalates, it is referred to representatives of the Aliexpress website administration.

Free legal advice:

An aggravated dispute is usually resolved within a week and its decision can be both in favor of the buyer and in favor of the seller, it all depends on the reasons and arguments.

After the dispute is closed, the money is returned within a standard period of 3 to 15 days to your wallet or bank card.

What to do if the goods have not arrived on Aliexpress and the order protection period has expired?

Still have questions? ask your question in the technical support online chat or write it below in the comments

Dispute on Aliexpress: Product did not arrive on time

There is a feature on Aliexpress that if your ordered product does not arrive on time, then you have the right to open a dispute and get your money back in full! Those. if the seller promised that you will receive the goods in 30 days, and after 30 days you have not received anything, then you return your money, and then you also receive the goods after some time! Cool?

Free legal advice:

I want to show you an example of such a dispute now. In the video below, I discuss my dispute on Aliexpress in detail! See:

Now I want to explain my position. I understand that the seller cannot influence the speed of delivery of the parcel, but he directly influences the period that he indicates in the guarantee! 27 days is not a real temptation for beginners. The seller overestimated the postal service or clearly wanted to attract the attention of buyers, one can only guess.

It’s another matter if the warranty states 60 days or more, then I won’t open such a dispute on Aliexpress, and there’s no need. Because in 2 months, if I don’t receive the goods, then at least it’s already in Russia.

On the other hand, many people use Aliexpress for commercial purposes and talk about the deadlines to their clients. Many people also order from friends. And now you’ll agree that you can’t throw your face in the dirt.

In general, I just want to tell you about the existing opportunity - opening a dispute on Aliexpress in case of delay in guaranteed delivery! It is up to you to decide whether to use this guarantee.

Free legal advice:

By the way, I’m interested to know your opinion on this issue: is it worth opening a dispute and punishing the Aliexpress seller if the goods did not arrive on time? Write in the comments.

I think that punishment is definitely necessary.

If I'm not mistaken, after all deadlines have passed, the buyer has a limited amount of time to confirm receipt. And, if this deadline does not work out, it will be considered that the link has already been received. Thus, you may not have time to open a dispute and be left with nothing.

This is the question. I ordered a phone on AliExpress for $150 and fell for the delivery offered by the ems seller for $40 within 5 days. And there was a guarantee that I would return the money if I did not receive the parcel within the specified period.

I received the parcel only after 12 days. I ordered the parcel for my birthday. Now I had to keep the phone for myself since it did not arrive on time.

Free legal advice:

Can I request a refund as stated in the seller's guarantee?

If yes, then how to do it correctly.

I still have 10 days left in my order protection counter.

Yes, open a dispute! Here is an example of how I returned money under such a guarantee www.youtube.com/watch?v=LbMpbFNwtho

Tell me, please, I opened a dispute on Ali, clicked escalate, but Ali’s employees have not responded for 2 weeks, and my protection is running out. what to do?

Free legal advice:

Alexander, I think that the video will be useful for many Aliexress buyers. I liked it, it’s accessible and informative. I was confused for the first time, well, of course, I was a newbie, I ordered an expensive coat for $100 and it didn’t arrive and the seller didn’t respond to messages, and the order time had expired, so there was no point in opening a dispute. Here Now it’s possible in this way that you’ll be able to recoup your lost $100. Thank you.

Alexander, I have already been waiting for the parcel for three months. It was sent from there, but it has now been at customs for two months. Tell me what to do.

open dispute! what else.

Comrades, help me with advice on what to do, I have no idea! The point is this: a parcel arrived from Ali, A4 sheets with photos and documents were attached to it with Russian postal tape with photos and documents stating that the parcel had already arrived opened and empty. They drew up a report, took a photo and sent it to me. I opened a dispute, sent the seller a video of me opening the parcel, and photos of the documents. I am waiting. Is there a chance to get the money back? P.S. there was a phone in the parcel

There is a chance. We did everything right.

Free legal advice:

Hello, please tell me what to do:

(China CNURCA)

Received by China Post

Arrived at the transit point

Departed from China to destination country

Free legal advice:

Departed from China to destination country

the track is not tracked, the transit time for the goods is 50 days, the seller extended the order protection for 10 days, although in the conditions they say a full refund if the goods are not received within 50 days. There are 10 days left until the end of product protection, and it is not yet in Russia.

Write to Ali support, they will help you sort out this issue.

Just like Nastya’s parcel departed on 07/28/2014 and there was silence, the transit time was 69 days and 19 days remained for the protection of the goods. What to do? Wait?

Thanks for the advice, I opened a dispute. The seller did not want to return the money (he kept asking me to wait and extended the order protection for 10 days each time). The third time I escalated the argument. Ali closed the dispute in my favor. Now I'm waiting for the money to arrive on the card.

Free legal advice:

Please tell me, can I open a dispute only after the product protection ends? My product protection will end in 4 days.

Please tell me what to do if 11 days are over? And on the product page it says that the goods will ship for 39 days, that is, of which 11 days are left. Help!

open a dispute! what else)

Hello, I placed an order on Ali, there were 5 days until the end of protection, the goods in my territory are not tracked, I asked to extend the protection for 10 days. Should I open a dispute now or wait these 10 days? Thank you.

Now decide for yourself. I would open it.

Free legal advice:

Hello, Alexander. I placed an order on Ali with paid delivery for 4-8 days. 5 days have passed since the parcel was sent, the track code is not tracked. Guaranteed delivery period is 23 days, when can I open a dispute?

see for yourself here. Everyone's nerves are different. The main thing is to open it within 23 days) and you can open it now)

By the way, I paid for the transfer using DHL, and now I noticed that the order information says shipping by China Post. Is it possible to somehow punish the seller for this?

Pavel, I have no experience in handling disputes, help me. I opened a dispute, the goods did not arrive, the seller responded, increased the protection for another 60 days, from the dispute I see that he again had 4 more days to think about it. I don’t understand, the dispute will last how long, endlessly? Suppose I don’t want to wait another 60 days for a decision? And I can’t find the data when the goods were sent, and when 1 protection ended, now it says 58 days, WHAT should I do??

write to the aliexpress administration

Free legal advice:

Paul?? And if they constantly extend protection, can I escalate the dispute for not receiving it on time? I’m already confused from which date to count? Date of payment + their guarantee + processing == end of protection or from the one I’m extending?? in short I don’t understand

My name is Alexander)

Consider it based on how it was sent.

and where is the sending date reflected??Thank you very much for your help

write to Ali support, they will tell you for sure

Free legal advice:

Alexander, please tell me at what point does the guarantee delivery period begin? from the moment of ordering or from the moment the track is sent to me?

Alexander, can you tell me how to punish? It's just my first time ordering.

from the moment of ordering! If ali hasn't changed the rules)) You can check with them! There is a Russian support service portal.manjushri.alibaba. while_connecting

Hello again Alexander! The seller finally answered me and wrote that the shipment was delayed and he would compensate me $3. He asked me to open a dispute, I opened it, noted that the goods had not arrived, that they were not trackable, and indicated a refund in the full amount. The seller indicated a refund of 144 rubles and asks to close the dispute. Tell me what to do? If I close the dispute, will I get the full amount back and compensation, or the jacket and compensation, or just this $3?

Hello, I have the following situation: the order is taking more than 60 days, the dispute has escalated, at first the track was not tracked, only now it started. I demand a full refund, obligation 60 days. The seller extended the period for another 30 days. Ali is silent, the dispute is at the stage of reviewing the evidence. The seller replies that the goods are on the way, what should I do? I can receive it in 30 days, how can I get a refund for failure to meet the deadlines? Tell me what to do if the product arrives defective?? Thank you

Free legal advice:

Please tell me, I ordered a product on Aliexpress for the first time, but I received an SMS in the mail that your order has been sent. But he never sent me the tracking number. Then I wrote to the seller that he did not send me the tracking number. So he is silent. By the way, I ordered the goods on 02/15/15 I received an SMS (that your order has been sent) 03/03/15 what should I do. THANKS IN ADVANCE.

It’s difficult to suggest something remotely, but in such cases I advise you to immediately write to Aliexpress support!

Most likely the seller simply hasn’t returned from the holidays.

What should I do if I accidentally confirmed receipt of my order before it arrived?

What to do? The dispute aggravated due to the seller not receiving the goods within the guaranteed time frame. She demanded a full refund. At that time, the track had not been updated for more than 30 days. The dispute escalated and they gave me 9 days to provide evidence. Then they looked at it for 3 days, again provide evidence for 10 days. The parcel appeared in Russia, but has not arrived yet, on the way. I also wrote that the seller sent the goods on 11/16, but in fact, according to the tracking, I see that he sent only 11/26. The buyer protection period was until January 15, during which time I should have received the parcel. The seller himself extended it. Mediators generally don’t pay attention to the seller’s mistakes, but I wait for the package until I’m blue in the face. Where to go, where to write complaints? Now there are 8 days to provide evidence, I have already sent everything again, the warranty period was 60 days. The mediators responded for the first time that due to the peak season, they were extending the guaranteed period by 20 days. But I shouldn’t be worried about these innovations, when I ordered there was no such information and the terms were clearly indicated, dispatch within 5 days, delivery 15-50, guaranteed delivery 60 days. They are delaying the consideration of the final decision, I don’t understand why? What to do next?

Free legal advice:

Hello. The parcel has been on the road for 48 days already, arrived in Russia and there is silence. In 2 days the deadline expires, I wrote to the seller, he was silent for 2 days, I opened a dispute, the seller wrote that don’t worry, the goods are at customs, wait another 10 days and close the dispute. But if I click close the dispute, it tells me that I won’t be able to open it again, but the seller extended it for 60 days. What should I do? Close the dispute and wait another 10 days? The seller promises that if the goods do not arrive after 10 days, he will return the entire amount.

Please tell me, through an aggravated dispute, I won a refund for the phone, which was sent only when I opened a dispute, and which naturally did not arrive within the 60-day period specified by the seller. At the time the dispute was closed in my favor, the parcel was stuck at customs in Yekaterinburg and hung there for more than 3 weeks. Now that the money has already arrived on the card, the track has moved and is moving towards me. I have a question whether I have the moral right to keep my phone and money since the seller did not fulfill his delivery obligations within the period of 60 days specified by him and, moreover, in fact deceived me at the beginning by saying that he immediately sent the parcel, although this happened by track only after opening a dispute

I can’t give advice on how to come to an agreement with your conscience)) somehow come to an agreement with it yourself)

Susanna, answer me, how did your story end? It’s very interesting what won, “greed” or “conscience” =)?

Hello! What to do in this case - the goods did not arrive on time, a dispute was opened for a refund of the amount paid. The money was returned. A week later, a notification came from the Russian Post that the ordered goods had arrived.

Hello! If your conscience is tormenting you, then pay the seller again for this product and write him a message that you don’t need to send anything, and he will simply then receive money for this order without sending the product!

Hello, please tell me. I ordered a Uf lamp with a protection period of 60 days, but the delivery indicated from 28 to 48. And the parcel is already on the way for 45 days. In fact, I won’t need this product after the 50th day, since it’s a lamp for studying, and I’ve already paid for the courses. Is it possible to open a dispute and get the money back? Thank you.

yes, it's time to open a dispute)

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The goods from Aliexpress haven’t arrived, but your order protection is about to end? You will find this step-by-step instructions for opening a dispute useful, based on a specific example of our dispute about a multitool credit card.

The information on this same page is already generally outdated and is provided for a general understanding of the procedure.

What to do if the goods have not arrived from Aliexpress?

Open a dispute, of course! Important clarification: always monitor the protection period of your order. If you have to open a dispute, it is better to do this on the last day of Protection or within the 15-day post-Protection period, which begins after the end of Protection (the counter has already disappeared, but the order has not yet been completely closed). And for this it is advisable to remember when this Protection ends. That’s just me, I remind you just in case :) Now let’s move on to the hero of the day!

What was ordered: multifunctional credit card 11 in 1 blah blah blah something else there. In general, this is the thing.

Estimated delivery time: up to 60 days.

Reason for the dispute: the product was not received before the purchase protection period expired.

So, the situation: I hoped until the very end that this little thing would arrive on time (60 days, after all) and decided to open a dispute only when there was less than 1 day left before the end of the order protection period (highlighted by an arrow).

To open a dispute, I clicked the corresponding button, which is also highlighted with an arrow in the figure. After that, I was redirected to the dispute creation page, where I selected the items that suited me.

That is, my problem: I did not receive the goods (first answer), and the parcel with it is supposedly still on the way (second answer).

A little about the options for the second answer: the track code provided by the seller consisted entirely of numbers. Contrary to the seller’s assertion that this was a ChinaPost track, it was not, and was essentially fake. But more on that later. For now, we continue to fill out the form.

As you can see, there are no discrepancies with the second part of the questionnaire: according to Aliexpress rules, if the buyer does not receive his goods, then by default he has the right to a full refund of the purchase price and there can be no talk of any partial refund. Therefore, the refund amount is full.

But I want to tell you a little more about the text commentary. A free translation of my message (I know that my English is perfection :)) sounds like this: “Hello! Purchase protection is coming to an end (60 days), but I have not received my purchase yet. By the way, I can't track the parcel. Thank you for attention."

I highlighted my trump card in bold. Again, according to Aliexpress rules, the seller is obliged to provide a valid track number to his buyer. But it’s obvious that it’s simply not profitable to buy a track for something as cheap as this card, so I can’t track the parcel.

But this does not stop me from reminding the seller that I am aware of what I can put pressure on if he starts pretending to be an idiot: I edit the dispute and change the original reason for its opening to the already mentioned inability to track the parcel. After this, the scheme is simple - I press the button to escalate the dispute, wait for the administration’s decision, but it is obvious. Moreover, the seller risks getting hit in the head after this. It’s harsh, of course, but it’s worth considering all possible scenarios.

But I digress. After writing a message and selecting the specified items, I clicked the “Send” button and the dispute window took the following form.

The green arrow indicates how much time the seller has to review my situation and make a counteroffer, accept the dispute, or disagree with it.

The yellow arrow indicates brief information about the starting type of dispute and its current state. Red - for what we have now.

A little advice for the future: always keep track of what the refund amount is at the moment, because some sellers like to edit disputes and reset the compensation amount to zero in the hope that they will be able to catch an inattentive buyer. If you encounter a reset, do not hesitate to click the “Edit” button and change the refund amount.

So, now you know how to open a dispute if the goods have not arrived from Aliexpress. I talked about how our situation with this multi-tool card ended here - there are also a lot of letters and useful information ^_^

P.S. Since June 25, 2015, an additional payment verification function has become available. So now, even if you suddenly do not follow the protection periods and the goods do not arrive, you can open a dispute within 15 days after the order is closed.

P.P.S. Since the summer of 2015, the waiting period has been increased for buyers from Russia, after which they can safely open a dispute due to the goods not arriving. Now it is 90 days, and not 60 days, as before (for Ukrainians and Belarusians this period remains the same - 60 days). Do not confuse it with the actual period of order protection; it can last 25 or 39 days, or 60 or 120 (if the seller extends it a couple of times). This means that if Order Protection is 60 days and the goods have not arrived, there is a possibility that you will be asked to wait another 30 days if you are from Russia. This is such bullshit 🙁

I hope that this master class on opening disputes in situations where the goods have not arrived will be useful to you. If you encounter such a case, but don’t know what to do, write in the comments, maybe I can help with advice :)

And finally: if this post was useful to you, you can say “Thank you” to us by sharing it on any social network convenient for you or by joining the AliDeals VKontakte group. And we will try to please you more often with new interesting and useful information 😉

The goods have not arrived, the order is closed, the seller does not respond. What to do?

Hello. If the order is completely closed (you cannot open a dispute), then nothing can be done, unfortunately.

The goods did not arrive, a dispute was opened, but for some reason it was closed, who closed it is not clear at all, neither money nor goods

Hello. The dispute is not closed just like that, go to the dispute page and look at the decision - either the seller accepted your offer to return the money, or the administration did it.

The product protection has already expired. The delivery period is 60 days. The deadline has passed, I did not receive the goods. There were 10 hours of protection left and I opened a dispute.

The seller began to write, persuading me to wait another 2-3 weeks and cancel the dispute.

He says that I can open a second one if I don’t receive the goods in 2-3 weeks.

Should I cancel the dispute and will it be possible to open it after 2-3 weeks?

Hello. If the Protection has not been extended and has already ended, then the dispute cannot be canceled under any circumstances, otherwise the order will be closed completely. And if it has been extended and is still valid, you can cancel it and later open a dispute again. But another thing is, is it worth canceling? If you are from the Republic of Belarus or Ukraine, then the maximum waiting time has already passed, and you have every right to a refund. If you are from the Russian Federation, then check whether the Protection is valid, since for Russians the maximum waiting time is 90 days.

Hello. Tell me what to do. The goods were supposed to arrive, but the seller sent me an extension of the Protection period. But I don’t want to renew it, because... The seller is very “cloudy”, the track was changed twice, which was not tracked. How can that be? Thank you in advance.

Hello. Within the framework of Ali's rules, the seller has not committed anything criminal, so for now all that remains is to wait - either the end of the Protection, or 60 (for Ukraine and the Republic of Belarus) or 90 days (for the Russian Federation) from the date of shipment, provided that the Protection covers this period. The dispute, accordingly, is opened either during the post-Order period (15-day period after the end of Order Protection) or after the expiration of the above period. If you open earlier, there is a high probability that the administration will ask you to wait.

Good afternoon. Please tell me what to do if the protection period for my product has long passed and now I can’t open a dispute! I write them an SMS once again asking for a refund, but for a week now no one has responded to me at all. I'm shocked! They deliberately waited until the moment when I could no longer open a dispute. because they asked me to wait a little longer. what to do?

Hello. If Protection and 15 days after it have already passed (i.e., when you click the “Open dispute” button, a message is displayed that you could have done this before such and such a date), then nothing can be done - the money has already been irrevocably transferred to the seller. Therefore, since you did not open a dispute on time, it means that you are satisfied with everything and everything is in order. Sellers rarely monitor the Protection period (at least those who sell various small things), and a request to wait is for the most part an automatic response. Some deliberately hold out (and then the question is whether the parcel was sent at all), some simply do not pay attention and do not extend the Protection, because... according to the unspoken rule, monitoring the Protection is the buyer’s problem, as is opening a dispute if the Protection has ended and there is no parcel. So, alas, even contacting technical support will not give you anything ((

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The information presented on the site is for informational purposes only.

If the delivery deadline for your order is coming to an end, you have already extended the protection period, but have not received the parcel with the goods, then you need to return your money.

All refunds are possible on Aliexpress only through opening a dispute. In your case, this will be a dispute due to the reason “Order protection is already expiring, but the parcel is still on the way.”

How to open a dispute if the package has not arrived?

1. Find the desired product in the order list.

2. Click on the “Open dispute” button

3. Select an item "Return only". We choose this item because we did not receive the goods and cannot return them.

4. In the item “Did you receive the goods” indicate “ No". Next, from the drop-down list, select “ Problems with product delivery" and from the following list " Order protection has already expired, but the parcel is still on the way«.

5. We need to return all the money for the order, since you did not receive the parcel. Therefore we indicate the full amount you paid. In our example it is $4.68

6. In the comments to the dispute we write a text saying that the protection period is already ending. If you extended the timer, then write about that too. You can simply copy this text.

Dear friend.

Delivery time in my order has finished. I have already extended protection of delivery time. But my parsel didn’t come.

Please return money for this order.

Best regards,

"Dear friend. Buyer protection on my order has expired. I've already extended the timer. But my parcel did not arrive. Please refund my money for this order. Best wishes"

7. Evidence.

If your package has not arrived, then in the “Evidence” section you can upload a screenshot from any tracking system, where it will be clear that you did not receive the package.

In a dispute, when choosing a reason " Order protection has already expired, but the parcel is still on the way“, tracking performed by the Aliexpress platform will be automatically displayed on the right. And, if the tracking shows that you did not receive the parcel, then there is a signature below that no additional evidence is needed. But we have become accustomed to not trusting such inscriptions. Therefore, to be more reliable, still take a screenshot from the tracking system and attach it as evidence. It definitely won’t be too much!

There are people who are terrified of buying anything on the Internet. This is especially true for online stores where money must be paid when placing an order, like on Aliexpress. They can be understood, because there are real fears that the payment will go through, but the purchase will never find its recipient. How to return money from Aliexpress if the goods have not arrived and the time has expired, we will discuss in this article.

What is the order protection period during which the package with the goods usually arrives? Aliexpress does not set deadlines itself, as some might think. They are focused on the average delivery time of a particular product from the sender to the buyer, which is indicated by the seller himself. But he cannot guarantee that the parcel will pass through customs without problems, or that it will not be delayed due to the fault of the transport company.

The second reason why a package may be late is the workload of the delivery service. This happens during holidays or sales, when workers simply do not have time to process orders and collect them in time, while time inevitably runs out. This happens quite often, and is considered quite normal, but, nevertheless, the order processing time on Aliexpress expires, and something needs to be done about it.

• Instructions on how to open a dispute

What to do if the deadline is coming to an end

Sellers are interested in satisfied customers, so most often they themselves monitor the timers for the buyer protection period. It often happens that deadlines are extended long before the expected delivery date. But still, you should not rely only on them and patiently wait for your parcel. When the store is heavily loaded with orders, it may happen that the seller does not notice the end of time and then the order may be automatically closed and the money transferred to the seller.

What should you do if, after visiting the page, you notice that the order protection period is coming to an end, but there is still no parcel? The first thing you need to do is write to the store and ask for an extension in a personal message. If you come across a reliable seller, he will most likely set the timer after your request.

There is another way. If the time runs out, you need to go to the product page, which contains confirmation that the parcel has been sent to your mailing address. Below there will be a point indicating the possibility of extending the order protection period. Click on the corresponding link hidden under these words, and a new window will immediately open. It will need to indicate how many days to extend the period. It is best to request this action a week before the end date.

Important! If the order protection period is coming to an end, there is no need to waste time on trifles! It is better to request more days and safely wait until the day the package arrives, than to set a short deadline and miss its end.

It is worth paying attention to the fact that this will not automatically extend the order protection period, but will only send a notification to the seller. You will still need to monitor the state of the timer.

If the seller does not respond to requests for an extension

And this happens! Perhaps the seller is too busy and does not see your messages and requests. Or you came across an unscrupulous store that simply ignores you. In both cases, you need to open a dispute on Aliexpress with the seller. The site will ask for a reason for opening a dispute, in which you should indicate everything as it really is. Then they will simply be obliged to respond to your request.

Instructions on how to open a dispute

After clicking on the inscription “Open a dispute”, you will need to fill out a form. It will contain simple questions. You can also issue a full or partial refund there. If the parcel is received, but the quality of the goods does not correspond to what is stated in the description, then you must indicate the desired refund amount. If the parcel is not received and the delivery period has expired, then, according to the terms of the service, a 100% refund will be automatically indicated.

So the dispute is open

1. The next step is to select the item that meets your requirements:
Return only – money is returned, but the product itself does not need to be returned;
Return of goods and money - in this case you will have to return the product at your own expense. It is worth noting that shipping to China is very expensive, so it is better not to choose this item.
2. Next, you will need to indicate whether the goods were received or not. They will also ask about the possible cause of the dispute - you must choose one of the proposed options. For convenience at that stage, the site offers tips.
3. Enter the refund amount.
4. The reason for the return will be required in English. If you have problems with translation, you can safely use an online translator.
5. Here you can attach a photo of the product if it is damaged, for example, or for other reasons.
6. Click “Submit”.

That's it, the dispute is open, and the seller will not be able to ignore it, even if the parcel is not delivered.
If your requests to extend the order protection period have not been answered, do not despair. In this case, the most correct solution would be to escalate the dispute. Then Aliexpress employees will be required to intervene in the situation. They will definitely understand the situation and put everything in its place.

Important! Under no circumstances should a dispute be closed before receiving the goods by mail, even if the seller himself requests this. If the dispute is closed, then it will not be possible to open or resume it a second time - this is contrary to the rules of the Aliexpress website.

What should I do if the confirmation time has expired and the package has not arrived? In this case, open a dispute in which you need to request a refund.

How to get a refund after confirming receipt of the goods?

There are times when a buyer, not knowing the rules of the site, presses the “Confirm receipt of order” button. He could have done this by accident. What to do if the parcel is not received, if the product turns out to be of poor quality or even defective? Aliexpress has also thought through this nuance, protecting buyers.

If the protection period has already begun to expire, the administration of the trading platform can automatically extend the order protection period by 15 days. After this time, there were cases when the goods did not arrive, and then the buyer was returned the money.

Even if the buyer accidentally confirmed receipt of the parcel, he is given another 15 days to open a dispute in order to exclude complaints on his part.

What happens when the deferment is over? Is there still time to get my money back? According to the rules of the trading platform, the dispute is won by the one who proposed a way out of the current situation. So, if the seller in his response offers to return an amount less than the buyer offered, and the latter “missed” the end of the order protection period without offering his solution, then the store automatically wins.

Conclusion: even if all the deadlines have passed, you still have the opportunity to return the money spent on the product. But in this case, you need to carefully monitor the timer so as not to lose.

How to get an additional discount on Aliexpress?

To save even more, this tip will be useful to you. There is a service with which you can get back from 2.5% to 15%. It works quite simply. Register using this link, buy according to the instructions, when the product arrives and you mark it, 2.5 to 15% is credited back to your account, depending on the product purchased. This money can then be withdrawn to a card, mobile phone account or electronic money account. Of course, if the goods did not arrive to you and your money was returned, then you will not receive a discount. But when you receive goods and constantly buy, a constant discount never hurts.
Some doubt it, wondering how this could work. But it's simple. Many online stores have referral programs: you refer a buyer, and then receive a portion of the income from this buyer. But what prevents you from bringing yourself and receiving rewards for your loved one?

By the way, find out.