The seller on Aliexpress demands the return of the goods. Returning goods to Aliexpress: how to return and how much does it cost? The goods are returned to Aliexpress

Buyer protection applies and you can always open a dispute, return the money spent or exchange the product. We will tell you how to do this and what you need for this in the article below.

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What should a buyer do if he is not satisfied with the product: in size, color, quality?

Even the most experienced seller can make a mistake and send an item that does not meet the selected parameters. If you are not satisfied with the situation, then you should not leave this matter. It is important to define a clear sequence of actions. In any case, you will have to open a dispute. You just need to do this within 15 days after receiving the goods. During this time, press the “Open dispute” button.

After pressing the key, you need to answer the questions in the questionnaire provided. These include the fact of receipt of the goods, here you must indicate whether you received the goods and how much money you want to return. By the way, you can return both the full and partial cost of the goods. Usually part of the money is returned if the seller does not agree or a small defect is found on the product.

Please also indicate whether you would like to return the item you received. Below is a window in which you need to provide detailed information about the controversial product. You can use several photos and video footage, where you can clearly demonstrate the existing errors using the material. If necessary, indicate these facts with arrows or highlight them from graphic editors.

• The seller will agree with your dispute and will refund all funds in full. This is usually done by suppliers whose goods absolutely do not correspond to the selected order: large visual defects, non-working technical condition, replacement of goods, sending an order to the wrong address, absence of goods for several months after the extension of the order, inconsistency of the item on the “expectation-reality” scale ";

• Partial agreement of the seller with the dispute. In this case, sellers usually ask to accept the dispute with a “Partial refund” decision. This option may be suitable for orders where there are minor defects or some part of the kit is missing. For example, there are no laces on the sneakers, there are no appliques or the design indicated in the photo of the item, there is no charger on the tablet, there is a slight scuff on the mobile phone case, or the badge on the branded item has been torn off. In this case, ask for a small compensation. You can get it just in a dispute with partial compensation of finances;

• There are also cases when sellers completely disagree with the dispute and do not want to return a penny. In this case, escalate the dispute and involve the administration of the online store. Contact the site manager, indicate your order number and ask for help in resolving the dispute. The status of the dispute will be changed to “Exacerbation of the dispute” and the decision will be notified to you in your personal account and by email.

How to open a dispute if the seller does not agree to a refund?

Every buyer needs to make it a rule: all purchases that are ordered on must first be thoroughly checked, and only then can the “Confirm receipt of goods” button be pressed. If you nevertheless pressed this button, then do not forget to test the ordered product within 15 days. After this period, the button to open a dispute will no longer be available. All you can count on is the product warranty, which is issued by the seller. And then, it does not apply to everything, only to household appliances and some electronic devices.

If it so happens that your product does not meet the stated characteristics, looks completely different, or arrives damaged, then open a dispute. Only by opening a dispute can you get your money back. Even part of the money is returned through a dispute. The fact is that sellers are not always willing to say goodbye to their income. Even if you contact the supplier through feedback, know that he can promise you many interesting offers, but as a result, he will hold out until the moment when the button to open a dispute stops working, and you will be left with nothing.

The seller always responds faster to an open dispute than to a written message. Therefore, it is better to open a dispute, agree on the return amount or other suitable conditions. In the end, it is better to open and then close a dispute than to be left without money. Dispute is buyer protection, in which customers can defend their rights and return funds. It is especially suitable for cases where sellers do not agree to a refund. In this situation, feel free to contact the administration and escalate the dispute.

How to escalate a dispute with an Aliexpress seller?

Every dispute has a different outcome. Sometimes sellers do not agree to refund money, some do not want to change the product. In any case, if you do not like the seller's offer, do not agree to accept it. Next to the “Cancel dispute” or “Make a decision” button, there is a “Aggravate the dispute” button.

If the seller categorically does not hear you and does not agree to your terms, then click the “Aggravate the dispute” button and contact the administration. This way you will attract support specialists who will help you understand the controversial issue. It’s worth making a reservation right away: in most cases, when the seller’s guilt is proven, the administrators stand on the customer’s side.

Sometimes there are exceptions. The fact is that there are not only unscrupulous sellers, but also unscrupulous buyers. The administration adheres to the rule: if the buyer has already won 3 disputes in a row, then he will be denied a positive dispute. Even if the amount of your order is more than $1000, you will still be refused and added to the buyer’s blacklist. Therefore, be careful when opening disputes and escalating them.

The dispute has been won, what to do next?

As in any business, there are obligations in a dispute. They touch two sides at once. We have already discussed above the scenarios in which disputes end. Based on the result of their decision, we need to get down to business. For example, if you decide with the seller that he will compensate you for the money spent on the product, then you must agree to the terms of the dispute. That is, press the “confirm decision” button.

After this action, you will get your money back. Rest assured that they will arrive in your account within 10-14 days. Depending on the previously selected payment method, return times may vary. The fact is that all funds credited to the seller’s account do not reach him immediately. Remember about 15 days after confirmation of receipt of purchase? It is after this period that the seller receives the proceeds. Until this moment, the money is stored in the Alipay inter-transaction account.

Further, the dispute may not be resolved in favor of the buyer. Yes, yes, this also happens. If there is little evidence or no compelling arguments, your dispute may be denied. Of course, you can try to involve the administration, but even here the chances are not always great. Another option for the development of events is a decision that is made by both parties - a refund to the buyer and a return of the goods to the seller. You press the consent button, then receive funds and send the goods to the seller’s address.

Sometimes the dispute can drag on, and there will be disputes between you and the seller with different proposals. The result may be this - you receive only part of the funds, but at the same time you keep the goods for yourself. Then you just have to wait for the refund to arrive on your bank card, mobile phone or e-wallet account. In any case, always follow through with the agreements you discussed with the seller. Otherwise you will be added to the blacklist.

How to send back a parcel from Aliexpress (step by step)?

Before you start sending the parcel, consult with the seller at what address it will be convenient for him to receive the goods. It is not necessary to send the parcel through three countries. Perhaps your supplier has a warehouse or representative office in Russia or another nearby state.

• Please provide a detailed address indicating the zip code, name of the country, city/province, street, house number, building, part of the warehouse, letter;
• Please transfer all characters carefully. Don't worry, you don't have to use Chinese characters. Usually sellers indicate the address in English;
• Be sure to send the parcel by registered mail. Upon delivery, you will be given a receipt with a tracking number, but with it you will be able to track the movement of the parcel. If the package gets lost, you will have indisputable proof;

• As soon as you have sent the package, notify the seller. Attach a photo of the receipt or a scanned file. This way, the seller will be confident that you returned the goods to him;
• Before ordering goods, shipping conditions are usually discussed. If you have agreed to send at the expense of the seller, then send him a check and indicate your details for transferring the amount spent. Sometimes the buyer and seller agree that the supplier will discount the next order exactly by the amount the buyer spent.

Is it profitable for the buyer to send back parcels to Aliexpress?

Sending parcels is paid according to the price list of the transport company or Russian Post. Depending on the weight of the parcel, the delivery price can cost 200, 300 or more rubles. Discuss with the seller whether they will reimburse unintentional expenses. If the seller agrees to such a condition, then returning the parcel if the dispute is won is a profitable business.

If you send the goods yourself, then this is a controversial issue. Let's assume you ordered a mobile phone for 18 thousand rubles. The seller returned the money to you, this is a profitable return. Whether you're returning socks, a pack of tea or a set of freezer bags, of course this is absolutely priceless. You will spend much more money on shipping than on the product itself. Always be prudent and open a dispute if it is really worth it.

How much and when will money be returned from Aliexpress?

The refund amount depends on the terms you agreed to with the seller. You can receive either full or partial compensation for a defective purchase. Another question is the timing of the return. Here the situation is much more serious and this process may drag on.

If you come to a joint decision at the first stage of the dispute, the refund will be issued within 14 days. For those users who are regular customers, refunds can be credited up to 7 days. Sometimes it is 3 days. To do this, you need to have a user level of at least A2.

For an aggravated dispute, the return conditions change. The period allotted for the transfer of funds from the seller to the buyer can be more than a month. It all depends on the number of prairies and the involvement of parties. Sometimes, in severe cases, you have to not only reject the seller’s offers, but also contact the administration of the online store and escalate the dispute. Therefore, the minimum return period is 3 days, the maximum can last a month, 45 days or more. Be careful when choosing your purchases and may they be successful!

Return of funds and goods must be made through a dispute. Therefore, even if you and the seller came to a mutually beneficial agreement in personal correspondence, all your further actions should be reflected in the dispute. Only this form of agreement matters to the administration.

The mechanism is designed in such a way that the concept of “exchange of goods” is absent in the interface. You can make an exchange only by returning the product through a dispute. After confirmation of receipt of the parcel by the seller, the transaction will be completed and the money will be transferred to your account. Next, you can place a new order for the product you are interested in from the same seller.

There is one subtlety in the procedure for returning goods. Your money is protected only if you send the goods to the address that the seller confirmed in the dispute. In other words, when opening a dispute, you must select the “I would like to send the item back” option. The seller, in turn, must confirm his consent and provide the return address in the dispute itself.

They do not provide refunds for amounts exceeding the cost of the order. That is, you cannot demand reimbursement of shipping costs from the seller. All costs associated with returning the goods are borne by the buyer.. The only way to try to recover postage is through an “Escalate Dispute” claim, but this is unlikely.

Sometimes sellers may ask you to close the dispute by offering the option of extending delivery times within the order. In this case, be extremely careful! As soon as the Aliexpress track number tracking system notices the “Delivery to addressee” status, the order completion period can automatically be reduced to five days, despite the seller’s attempts to extend the period.

Return algorithm

In order to protect yourself from any unpleasant incidents associated with receiving a defective or damaged product, it is recommended to film the process of unpacking it on video. In this case, you will have an “iron argument”, and you will not have to prove to the seller that this problem was not your fault.

So, if you find that returning an item is necessary, write to the seller, briefly stating your problem. As a rule, experienced sellers who value their reputation will respond to you immediately, offering the option of a refund or replacement. The next step will be to indicate the appropriate solution.

In order to request a full refund, select the “Full Refund” option and check the “Do you want to ship the goods back” box (this means that you want to return the goods).

In the “attachments” column you can attach your photos or videos.

We indicate the reason for opening the dispute and click “submit”.

At this stage, you must wait for the seller's consent. The seller has 10 days to review the terms. If during this time there is no action on his part, transfer the dispute to a claim by clicking “Escalate Dispute”.

If the seller has given his consent and indicated the address for sending the goods, all you have to do is send the item, packing it well. Otherwise, the seller may open a counter dispute against you. Please note that after the seller agrees, it will be impossible to change the terms of the dispute! The buyer is given 10 days to indicate the tracking number of the parcel in the dispute form. After the track number is entered, the countdown timer starts. If necessary, you can also extend the delivery time of the goods. Once the seller confirms receipt of the package, your money will be automatically returned.

As we already understood, in all previous examples we can only count on part of the money. Is it not possible to demand a full refund without returning the goods? There are also such examples, but they are no longer so common.
The first option is when, during the delivery process, the product completely loses its marketable appearance. This most often happens with glass products. The seller’s responsibilities include careful packaging of such goods, but such unpleasant incidents still occur.

In fact, there is nothing to return to you, because the goods have been destroyed. You also have nothing left, so you can demand full compensation for all expenses.
Another example on Aliexpress, when a refund without returning the goods means there are any obstacles to sending the parcel back. Let's look at an example. A person receives a battery of one power, but it turns out. That it is weaker, but the packaging states the opposite. It turns out that the seller deceived, but if you send the goods back and they check it at customs, the buyer may be charged with falsifying the goods. So there is no question of sending it back. The seller will have to return the money without the goods.

How to properly return money from Aliexpress without returning the goods?

You will not always be able to get your money back without the goods and without any problems. As we have already said, Aliexpress protects both sides of the transaction, and will not simply demand a refund from the seller. You will have to prove your case in the dispute, which, in fact, can be called the Aliexpress judicial platform.
You should be thoroughly prepared for an argument. First, take pictures of any defects in the product, if any. If we are talking about an inaccurate description, you will also need screenshots of the screen with those moments where you were misled.
It would be great if you also have a video of how you unpack your parcel. Of course, not everyone does this, but we still advise you to do exactly this if you are receiving a rather expensive parcel from Aliexpress.

Find the product you would like to open a dispute about. His card will contain the inscriptions “More details” and “Open a dispute”. We need to put pressure on any of them.
In both cases, you will be taken to a page with more detailed information about your order. Here you need to find the “Open Dispute” button again, and this time it will take you where you need to go.

The first form will open in front of you. In it you must choose the optimal outcome of your dispute. There are two options: return only and return of goods and money. Considering what topic we are discussing, we need to choose the first option.

You will now see a form to fill out. It must fully indicate the reason for your dissatisfaction. Moreover, this must be done in English. In the same form you need to leave all the photos and videos that you have for this case.

Please note that in this same paragraph you indicate the refund amount. You may have already decided for yourself what compensation will be sufficient. Be sure to increase this number by another 10–20%. The fact is that sellers on Aliexpress almost never pay the money that the buyer initially requests. He bargains with all his might, trying to reduce his costs at least a little. If you want the dispute to be resolved quickly, you need to leave yourself some margin for bidding.
When you fill out the form, just click on the “Submit” button. The dispute will be opened, and now the word is up to the seller. Usually the store immediately offers its options for resolving the dispute in the dialogues of the dispute itself.
There are also options when the seller immediately contacts you in private messages. Usually in such cases they ask to close the dispute, because it negatively affects the seller’s rating. In response to this, he promises to resend the goods, but this time with bonuses. Some even say that they have already done this and even give a tracking number.
You should not believe in such promises. Only scammers give them. If you close the dispute, you will no longer be able to open it. As a result, the seller will simply receive money for the goods, and you will be left with nothing.
Remember that a dispute is your only defense in such situations. Do not close it until you are satisfied with the results. If you cannot reach a common decision with the seller, you will have to escalate the dispute.

Then an Aliexpress employee will also join him. He will consider the arguments of both sides and ultimately make his decision. If it is unprofitable for you, you can still choose the option that was last offered by the seller.

How does a refund without goods work on Aliexpress?

The advantage of a refund without returning the goods is that immediately after the end of the dispute you can start waiting for your money. How long depends on how you paid. Money from Aliexpress comes only to the account from which it was paid. This was done so that when attackers hack your account, they cannot take all your funds.
Approximate refund periods can be seen in this table.

Please note that all numbers are given here with a large margin. The refund period depends not only on the seller or Aliexpress, so no one can give an exact date. A large reserve is created in case of unforeseen situations. In fact, money usually arrives on e-wallets within 3–4 days, and on a card within a week.
An exception may be any holiday period, especially on the eve of and after the New Year. In the table, all deadlines are indicated in working days, that is, holidays and weekends are not taken into account. On New Year's Day, when the weekend ends in Russia, it is just beginning in China. So the wait for payment may take a long time.
If you want to know at least what stage your return is at, you need to look again at the product card. After the argument ends, her appearance changes. Now there is an inscription “Stages of return”. Just bring up the courses and you will see all the necessary information.

If the scale is half full, then the money has already left the Aliexpress system and is now awaiting a response from your bank. When the money arrives in your account, the scale will be completely filled.
These were all the rules and nuances of returning money from Aliexpress without sending back your product.

Don’t forget that the administration of the world’s largest trading platform was able to take full care of its clients and provided solutions to a number of problems and disputes between seller and buyer. According to the rules, the buyer must be completely satisfied with the product received, which can be influenced by many external factors. If the buyer remains dissatisfied with anything, he has the right to open a dispute with the seller and subsequently demand partial or full compensation for the cost of the order, as well as decide to return the goods back.

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How to exchange goods on Aliexpress

Why is it necessary to exchange or return a product? Every buyer has at least once encountered the situation that the product he received does not correspond to the description stated by the seller, or it is not at all what was ordered.

Also, very often, along the way of the parcel, any accidents may occur, which will lead to complete or partial failure, loss of presentation, etc. Each of these situations requires special investigation and understanding of whose fault the goods were damaged. This may be a mistake by the seller or the transport company, but in any case, the product must be delivered to the end user in absolutely good condition and in marketable condition. To avoid unpleasant incidents, the seller must take care and pack the goods in such a way that they arrive completely undamaged.

If the goods were damaged, or did not meet the declared quality, or were completely mixed up by the seller, the buyer has every right to open a dispute. A dispute is an excellent tool for resolving all sorts of unpleasant situations between the seller and the buyer. During communication with the seller, the buyer stipulates a complete plan of action, which will subsequently become indisputable evidence for the administration in the event of an escalation of the dispute. Therefore, you should not neglect communication with the seller during a dispute and pay attention to all the nuances. The buyer must have full proof of correctness and desire for further cooperation. Thus, the whole essence of the issue of exchange/return of goods must be taken into account between the two parties to the conflict situation when filing a dispute.

As such, the concept of exchanging the received goods for was not provided for by the administration, but the goods can be returned and received again of high quality. However, this is a very lengthy process that can take several months.

What is an internal return on Aliexpress?

Over the past year, the use of “” on . To explain briefly, these are representative offices and stores whose warehouses are located in Russia. The goods are sent directly from warehouses to the buyer by internal mail. This is a very convenient and fast way to receive orders, since the goods do not need to sit for weeks, waiting in line at sorting stations or at customs.

However, it often happens when purchasing a product in that the client is dissatisfied with the product received. In this case, the buyer has every right to return the parcel to the seller within 7 days and demand full compensation. This type of product return is not called “Domestic” and is part of the “Return Guarantee” feature. It is “Internal Return” that is an important and integral part of the working conditions of Russian manufacturers and stores in Russia.

Delivery of goods to the buyer when ordering in is carried out thanks to domestic carriers, so working with them is much cheaper and also faster. Consequently, returning the goods will cost much less than sending it abroad. When opening a dispute and expressing a desire to return the product, the seller provides the return delivery address to which the product must be sent.

In some cases, the warehouse address may differ from the one from which the goods were previously shipped. But you need to notify the administration about this and find out about the possibility of such a return. This will save the buyer from a number of problems.

How to send goods back to Aliexpress and who pays for shipping

After the seller confirms the dispute and is ready to receive the goods back, the return shipping time can be agreed upon. Since the parcel may take more than a month to reach the seller, this should be taken into account and this time should be immediately clarified. If the parcel did not reach the seller within the agreed time frame, you can independently increase the time.

It is recommended to keep track of the time and not miss the delivery time, since otherwise it will be considered that the buyer did not send the parcel and the money will be credited to the seller’s account. And after receiving the goods, the seller is given 5 days to examine the goods and confirm the dispute. From this point on, the funds will be returned to the buyer's account within 5 days.

Is it necessary to make a video of the returned product and its packaging?

As well as the unpacking of the goods and its packaging by the buyer, it is recommended to record it on a video camera. The entire packaging process must be continuous and the packaged product itself must be in the frame. This can become conclusive evidence that the buyer is conscientious and has not made any additional manipulations with the parcel.

This way, the buyer can have conclusive evidence that the item was shipped in the same condition in which it was received. This will save him and the seller from additional disputes and allow a quicker decision to return the money.

In what cases can you not return the parcel and get the full amount of money back?

The most popular ones are inexpensive products, which can cost only a few dollars. They are ordered in large quantities and it often happens that the goods may be confused by the seller, or have a non-marketable appearance. The delivery itself from the seller to the client is most often free of charge, so the final cost becomes an order of magnitude lower than similar goods in local online stores. That's why it is so popular.

In the event that the question arises about returning money and the product itself back to the store, then you should understand that the services of a transport company during return shipping can be an order of magnitude more expensive than the product itself. Therefore, returning a product is often unprofitable for the buyer and this should be taken into account.

When opening a dispute with the seller, indicate your desire to keep the product and indicate in the comments the main reason - the cost of shipping is significantly high and exceeds the price of the product. It is recommended to indicate 95% of the total cost in the required amount clause, which will significantly speed up the process of confirming the dispute by the seller. The product will remain with its buyer, in addition to which almost the full amount of money will be compensated.

Aliexpress didn't fit the size, what should I do?

Who hasn’t encountered a situation where the ordered clothes did not fit the customer’s size. Thus, the buyer found himself in the awkward situation that the clothes were simply unnecessary. Everyone understands that Chinese clothing and shoe sizes can differ significantly from European and Russian ones, and when ordering the correct size, it simply may not fit. You should be prepared for this and correctly demand compensation for the money spent from the seller.

If the size of the product differs from the declared size, you can request 50-90% of its full cost. The amount will depend on the difference between the declared size and the actual one. The amount may also be affected by whether the seller helped the buyer in choosing or not. If the mistake was made through the fault of the seller, then you can request a full refund.

If the clothing/shoe size does not fit, then most often the seller agrees to fully compensate the cost of the goods if the goods are returned back to China. But this will be beneficial to the buyer if the cost of clothing or shoes is significantly high.

In any case, when ordering goods, be extremely careful. Study reviews about the store, the product itself and its description, track delivery time and unpack under the close surveillance of video cameras. This will save you from a number of possible problems and make your purchase more enjoyable.