How to open a dispute through the aliexpress app. How to open a dispute in the AliExpress mobile app? When to open a dispute on Aliexpress

For the convenience of users, Aliexpress has created a mobile application. The mobile application, in terms of its functionality, owns all the functions of the full version of the Ali online store website. Users sometimes have a question about how to open a dispute in mobile application? The fact is that if you have an old version of the application installed, then it is impossible to open a dispute in it, so I recommend that you download updated version mobile application for Aliexpress in Russian.

Our article about the mobile application describes in detail how to register in it, how to correctly fill in the delivery address, how to place an order and how to pay for it.

1. In order to open a dispute through the Aliexpress mobile application, first delete old version and download the updated version.
2. Next, you need to launch the newly installed mobile application.
3. Log in (enter your username and password)
4. After that, go to the "My Aliexpress" section and select "My Orders".
5. Select the order for which you want to open a dispute and click on this order.
6. The "Open Dispute" button will appear on the page with detailed information about the order, click on it (on the "Open Dispute" button).
7. In the proposed options, choose whether you received the goods or not, whether the order is tracked, etc.

How to open a dispute in the Aliexpress mobile application in Russian?

You can open a dispute through a mobile application for Android and iOS (iPhone / iPad) or the Aliexpress website in cases, for example, when the wrong product arrived, the wrong size, the product is defective, the package is not tracked, the product is damaged during shipment, the seller does not send for a long time order, the package did not arrive at all, etc.
You can open a dispute in the Aliexpress mobile application at any time while the buyer protection time is in effect (order protection time).

Where will the money be returned after the dispute on Aliexpress is closed?

If the dispute ends in your favor, the money will be returned to you in the same way that you paid for the purchase. Read more about payment methods in the article.

Most people who order goods from Chinese marketplaces for the first time are haunted by an obsessive thought - “what if they are deceived”. I can assure you that every purchase on Aliexpress is under reliable protection and in force majeure situations, the site administration will deal with any of your problems. In the event that the product does not suit you or is lost along the way, always

How to open a dispute on Aliexpress

According to the rules of Aliexspress, the money that the buyer transfers when paying for the order remains on the account of the trading platform until you yourself confirm its receipt in the program menu. Be sure to follow the protection period of the order. , usually it is 60-90 days. If the goods have not reached you, while the protection time has expired, and the dispute has not yet been opened, most likely it will not be possible to amicably resolve the issue with the seller. You will lose both the parcel and the money.

You can open a dispute only 5 days after the seller issues the track - your order number (the track allows you to track all the movements of the parcel).
Since I use the mobile version, let's look at the photo-instruction in this application.

In the Russian version of the site, find the section "My orders ". Then go to " Details /Details» of the order. A separate dispute is opened for each item.

After the open dispute menu appears, select the desired option: "Item received: YES or NO".

Let's consider both cases.

Dispute option “Goods received - NO»

In option: "Goods received - NO" it is possible to note only one reason, the most weighty, despite the fact that there may be several of them. You can add a problem in the field "text ".

The peculiarity of the Russian-language version of Aliexspress is that the text form must be filled out only in Russian. This is certainly convenient, but for a more accurate understanding it is better to write in English, because the online translator often makes mistakes.
Field "Full refund" selected by default.
Photos and are basic evidence to claim . But in this case, the parcel was not received, so it is not necessary to attach them. In such cases, I attach a screenshot of the tracking track number.
Compare options "Goods received - NO" and "Goods received - Yes":

Dispute option "Goods received - YES"

As in the previous case, a list of motives for starting a dispute falls out, fill in a text comment describing the claim and attach photo evidence.

Then we determine the method of returning money from the existing options, there are four of them:

In step "Full refund, no return of goods", the amount is entered automatically.

In step "Partial refund, no return of goods", enter your version of the refundable amount.

After filling in all the conditions of the claim, uploading a photo, we are looking for a key Submit at the bottom .
To see data on an open dispute and claim details, look for the option: "Details / Order Details" by pressing the key "There is an argument going on."

Resolving a dispute with a seller

First of all, Aliexspress provides the opportunity to resolve the problem directly with the supplier. It is the responsibility of the supplier to review the customer's request within 5 days. If he ignores you, the dispute will automatically end in favor of the buyer.

The ticking clock at the top of the screen will warn you about the closure of the dispute on your proposal.
After the seller's response, there are two continuations of the dispute:

• accept his offer
• refuse, while exacerbating the dispute

Escalation of the dispute

In a situation where you cannot reach a mutual agreement with the seller, the site administration will deal with the conflict.
Once mediators have considered the issue, both parties will be asked to re-state the nature of the grievance and, if necessary, be asked to provide evidence. This can be a photo of a defective product, a screenshot of the tracking of the parcel, or any other.

To negotiate with the site administration, use the button "Reply". If your request is approved, within three days the money for the goods will be returned to the account.

If there is a problem with a product on Aliexpress buyers are always, but sometimes it’s impossible to negotiate with the seller on their own, and then you have to involve the site administration. For this it is necessary. Let's see how to do it in the mobile app.

How to escalate a dispute in the Aliexpress mobile application?

In general, if you open a dispute on Aliexpress and there was no response from the seller, then after 5 days it will close in your favor automatically. In addition, if within 7 days it was not possible to find a compromise with the seller, then the dispute will also escalate automatically. If you noticed earlier that you won’t be able to agree, then you can aggravate it yourself.

By the way, before aggravating the dispute, check that all the conditions are correct, as the seller could edit them. If something has changed, then change everything back as it was and only after that click on the button "Sharpen".

Confirm your decision and the claim will be sent to the site administration for consideration.

Previously, it was impossible to close aggravated disputes and open new ones, but today the situation has changed and this can be done. So, if for some reason you have to close an aggravated dispute, then you can file a new claim.

When the details of your claim are considered by the mediators, they will make their decision or ask for additional evidence. To send everything you need, select "Reply".

To view the detailed decision of the mediators, select.

It is worth noting that the answer is always given a limited time, which can be seen on a special timer, so do not miss the deadlines and submit evidence on time.

Do not disregard any request from the administration, because then they admit that the seller is right and you will lose money and, possibly, goods.

Video: Aggravation of the dispute on Aliexpress

The version of the dispute in the AliExpress mobile app is no different from the dispute in full version site, but still sometimes causes difficulties in opening. So let's deal with all the details of how to open a dispute. To do this, open the mobile application and at the bottom in the installed "menu" click on the "little man" with the inscription "My profile".

Finally, you entered your Personal Area. To move to the right product and open a dispute, click "My Orders" and then on the order you need.

In the order data that opens, click on the "Open Dispute" button.

If you have not received the order, the following reasons will be offered:

Then you have to choose the refund amount. In this case, you can only request a full refund, because our package did not arrive. So just click on "Full Refund". After that, it is necessary to briefly and clearly English language provide information about the dispute. For example, you can duplicate a previously selected reason. I advise you to use it, as it translates the text more competently and clearly. And it remains only to upload photos, for example, tracking the track number.

Great, now click "Submit" and your dispute will open. The seller will be given, as usual, 5 days to issue a decision.

Now consider the dispute if you still received the package.

You will be offered the following reasons for the dispute:

But please note that the reasons for the dispute may vary depending on the product.

Now indicate the requested refund amount and with / without the return of the goods. But I advise you to assess the "scale of the disaster" soberly. That is, you need to understand that if the marriage is present in the form of one small scratch, then no one will make a 100% return. It is better to keep the goods for yourself, because many problems arise with sending back and, as a rule, it comes out more expensive than the cost of the goods themselves.

1. return goods, full return - return of goods, full return
2. return goods, partial return - return of goods, partial return
3. no return goods, full return - no return of goods, full refund
4. no return goods, partial return - no return of goods, partial return

And then everything is as in the first case, indicate in English the grounds for the dispute. Attach as many photos of the marriage as you can.
After clicking the “Submit” button, the inscription “Dispute in progress” will appear in the order data. By clicking on it, you can read all the details on the dispute.

2016-05-26

You cannot open a dispute. Why is there such an opinion? The fact is that in older versions of the program, in fact, this function was not. But the new one has it. So if you have not updated yet, there is no point in reading this article - update.

Well, now let's go to the very explanation of opening a dispute through the official program:

1. So first we update;

1. The application was updated, installed, launched. And now you need to log in. That is, enter your data that we previously used to enter the site trading platform;

1. After we have logged in, we just go to “My Aliexpress”;

1. Of all the items available here, we are only interested in one - “My Orders”, and we go into it;

1. Find the order for which you want to start a dispute with the seller. Open it;

1. Now you will have all the information about this order, one might say, the product. Look for the "Open Dispute" button. Well, click on it, of course;

1. Now we will be asked a few questions regarding whether you have a package on hand, whether it works. In general, all those questions that exist in the event of opening a dispute through the website of the site.

In principle, this information should be enough for you. Even if you have never opened a dispute before, there is nothing complicated in this process. It will be much more difficult to prove your case already during the proceedings. But judging by my experience, in most cases, the administration is on the side of the clients of the trading platform, and not the sellers.

Surely, someone does not know why buyers at all. There are times when a client remains dissatisfied with cooperation with a particular seller. The parcel may not reach at all, or it may come, but it’s completely different. The buyer can open a dispute even if he received a thing of the wrong color, and he will be absolutely right.

Refunds

So, we, as a buyer, turned out to be right, so the dispute was closed in our favor, respectively, we will receive our cash back. You will receive the money in the same way that you paid for the purchased products. If you paid with a card, then the money will go to the card, paid through online wallet- the money will be returned to the electronic wallet. Usually you don’t have to wait a long time for a refund, a maximum of two weeks. If the seller does not participate in the dispute in any way, prove nothing, then the money will be returned to you even without any proceedings. Usually sellers do not go to prove their case if the seller has really proven claims.

The dispute lasts no more than a week, it turns out that approximately after the dispute is closed, you will need to wait seven days in order to return your hard-earned funds.