When can you get a refund for an item from AliExpress? To put it simply, always. If the item arrives in the wrong color or size, looks different from the seller’s photos, does not work or is damaged, turned out to be a counterfeit instead of a well-known brand – you can get your money back. AliExpress works like a regular trading platform, so you can get back what you have spent even if you simply do not like the product.
However, some refund requests may take longer to process, while others may require you to cover the shipping costs. If you are wondering how to receive the most reasonable return of funds, check our step-by-step AliExpress refund guide.
When Can You Get a Refund?
The procedure for refunding the order’s value on AliExpress starts with the buyer’s request. There may be several reasons for a return:
- The seller did not send the order on time
- The client has canceled an order that has not yet been sent
- The buyer wins the dispute with full or partial compensation
- Freezing an order due to detection of fraud from the seller’s side
- Return of an item
The sum of the refund issued to the buyer cannot exceed the value paid for the product and its shipping.
The way of receiving the refund from AliExpress depends on the payment method used for making for the purchase:
- Bank cards Visa, Mastercard or Maestro
- Electronic wallets QIWI, Yandex Money or WebMoney
- Western Union
Refund Options on AliExpress
AliExpress has two refund options.
Partial or Full Refund without Returning the Goods
The item that has not arrived is subject to a full refund. Partial refunds are provided for cases when the amount of your claims is less than the value of the goods. For example, you ordered a green T-shirt, but a blue one arrived. It is also applicable when a product comes with minor defects but is still usable.
You specify the amount of compensation yourself, but the final refund sum will be the result of bidding with the seller. If you do not manage to agree, the AliExpress administration will join the dispute and deliver the final verdict.
Return of Goods and Money
This method implies the buyer sending the item back to the seller at your own cost. When the seller receives the package, your money will be returned. This method is more troublesome, and the effort is not always justified.
Nevertheless, if you bought an expensive item, sometimes it is more profitable to send it back and get a full refund than to claim partial compensation.
Steps to Get a Refund
Claiming a refund on AliExpress is a straightforward process. However, you should be careful even with the minor details for your claim to be approved. Here is what your plan of action should include.
1. Collect Evidence
Always keep in mind the possibility of a dispute with the seller when receiving a shipment. Be sure to film the unboxing. It is essential to capture the package’s integration and sticker with the tracking code before opening it.
If the product does not correspond to the seller’s description, use photos and screenshots to prove it. When you can support a rightful claim with evidence, the odds of winning the dispute are on your side.
2. Open a Dispute
Pick the item for which you wish to receive a refund in your account and decide on the type of compensation. Indicate whether the goods arrived or not and the sum of refund you are claiming. Describe the issue and upload its visual evidence.
For more information, check our detailed guide on how to succeed when opening a dispute on AliExpress.
3. Track the Progress
The seller has five days to react. Ensure you check the dispute’s progress, as the seller may submit a proposal in response to yours.
If the customer and the supplier do not reach an agreement, the AliExpress representatives will interfere and make a decision. You can check the decision on the dispute’s page and through a notification on your email.
When Will You Get an AliExpress Refund After Cancelling the Order
According to the AliExpress policy, the buyer has the right to cancel the paid order and get a full refund before the seller has sent the goods. To do this, just click the “Cancel order” button, indicating the reason.
If the seller confirms the order’s cancellation within 24 hours, the transaction will close, and you will receive a full refund within 3-20 business days.
However, if the seller cancels the order, the AliExpress administration may apply sanctions against the store. Such measures will negatively affect the store’s reputation. Therefore, in such cases, sellers will give many arguments in their favor to maintain their rating. And since the cancellation of a paid order cannot be made without the agreement of at least two sides, there is a risk of the refund period extending until the issue is resolved.
How to Cancel the Order?
To cancel an order, go to your account, select the item and click the ”Cancel Order” button. In the window that pops up, click the “Request Order Cancellation” button to confirm the transaction.
In the drop-down list, select the reason why you want to cancel the order. Suppose you cancel the order on your initiative and do not want any unnecessary issues with a refund. In that case, it is advisable to pick the “I ordered the wrong product (s)” option. In this case, the seller does not receive any penalty from the AliExpress platform and is more likely to cancel the order fast.
Next, you will need to select whether you want to file a complaint against the supplier. If the seller turns out to be a scammer, select “Yes” and open a regular dispute, providing proofs. If you are canceling the order due to personal reasons, choose “No.”
Then click the ”Submit” button and remember to track the progress of your request.
Getting Refund Troubleshooting
Although the AliExpress platform usually works without mistakes, exceptional cases sometimes occur. Here is how to deal with the most common issues that arise during the refund-claiming process.
How to get a refund if the bank card has expired?
If you paid by credit card, AliExpress will issue the refund to it. If your card was expired or got blocked, contact the bank that issued it for more information. Typically, in such cases, the bank redirects all incoming funds to your current account or gives them out in cash upon request.
How can I get a refund if my bank is closed?
If AliExpress has already started the refund process, it is impossible to cancel it. If your bank shuts down, contact your card issuer and your insurance company for more information and funds’ compensation.
The dispute has ended, but you did not receive credit the refund
If you paid for your order by credit card, the money should reach it within 3-15 business days. If the refund process is over and you have not received your money, double-check your account’s statement. If you still cannot see the refund, forward your bank statement directly to the AliExpress customer support team.
Why is the refund less than expected?
If you expected a bigger refund, check “Order Details” to view your full or partial refund application. While AliExpress Buyer Protection is free to all buyers, the following costs are not covered:
- Fees of the bank that issued the credit card
- Transaction fee
- Changes in the exchange rate
For more information, contact your bank.
Typically, a safe option to deal with problems occurring during the refund process is by contacting the bank that issued your credit card and the AliExpress administration. Ensure you keep all the details of your order until you receive a refund, and you can provide reliable evidence of the problem.
How to Avoid Complications When Shopping on AliExpress?
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