"Aliexpress": refund upon cancellation of the order, conditions and terms

AliExpress is a global trading platform, loved by Russians for their prices and assortment of goods. China is a synonym for low-quality products, so the question arises of returning money when canceling an order from AliExpress or receiving fakes. The administration of the portal does everything possible to combat fraud. The procedure will be discussed in the article.

Why is this happening?

There are many reasons: discrepancy of the received goods with the description, delivery for more than two months or cancellation by the buyer before shipment.

The administration of AliExpress helps to find a solution to the dispute between the parties if the debate drags on. Sellers and customers are unscrupulous: in the absence of arguments on the part of the buyer or in case of refusal to provide relevant photos or videos, the administration takes the side of the seller.

Cancel before sending

A refund to “AliExpress” upon cancellation of the order prior to shipment is possible in the first 3-5 days, while the seller forms the parcel, and the notice “Preparing for shipment” hangs on the site.

If the client has changed plans, presses the button to cancel the order indicating the reason. Funds are returned immediately. The seller, for his part, confirms the cancellation, the shopping list is cleared.

In the event of a failure in the AliExpress application, a notification “funds are expected to be received” hangs, but nothing is deducted from the card and SMS with a code does not arrive.

It is recommended to contact the bank and clarify the fact of debiting and the presence of restrictions on the card. If not, it is better to cancel the order and try again. If there was a cancellation, when canceling an order for "AliExpress" money is returned.

Cancellation can be made by the client and the store (or even the platform administrator). Situations are different:

• Demand for goods sharply increased, and the seller does not have time to put a mark on the lack of products. Occurs when a store has a limited number of items, then after advertising it grows in popularity, and the seller receives orders that exceed the number of items in stock.
• The shop is closed. Though on AliExpress, “shops” disappear as quickly as they appear, such situations rarely occur. If the store’s account has not been deleted, it may receive an order that will be canceled by the administrator.
• The conditions have changed. Occurs when the seller decides to sell the remaining goods more expensive. This also rarely happens, because few people are interested in the negative reviews that such actions lead to.
• The seller does not have time to send the order. It happens if the goods are rare and they were not brought in from the warehouse or when there are a lot of requests, and the seller does not physically meet the deadlines. Conscientious entrepreneurs independently contact the buyer to extend the term.

Delivery Expiration

The default site is 60 days customer protection. If the goods have not been received during this time, it makes sense to open a dispute to AliExpress. As a rule, the seller agrees, and the money is returned to the payer on the card.

A timer for calculating the duration is on the website in your personal account, the stages of package delivery to the recipient from China to the nearest post office are also monitored there.

Received defective goods

In order not to get into trouble, it is recommended to use filters when searching and work with high-rated stores.

If an unsatisfactory sample is sent, you should open a discussion and demand a refund. In such cases, the seller offers 2 options:

• partial refund;
• full refund in exchange for returning goods.

It is recommended that the video show the opening of the parcel in the post office or at home to fix the sealed package. That there were no questions about substitution.

Not as described

It happens that the seller mistakenly sent the wrong product. Through the opening of the dispute, money is returned. The buyer should attach a photo or video with evidence. Ideally, the photo of the package with the address and contents, so that there is no doubt.

How to argue

It is opened by clicking on “Open a dispute”, conducted between the seller and the buyer, in the absence of compromise the administration intervenes. Sometimes a representative refuses and offers a solution.

For example, after 60 days, it is advised to contact the nearest branch of the delivery company (usually, Russian Post). This is a violation of the site’s rules, it’s wiser to resume the dispute on “AliExpress” and insist on it.

It looks like this (automatic translation into Russian leaves much to be desired, because the screenshot below is in English):

Representatives of the portal administration enter into a dispute and decide in favor of the buyer:

The discussion should be conducted with restraint, confirm the words with facts (photos or videos) and avoid insulting the opponent. If the funds are returned, but there is a residue on the soul, it’s better to leave a review: this is an occasion for the store to carry out “work on errors” and a signal to other customers to think again.

How to return

After the compensation verdict, a return process will appear next to the product information:

The terms for a refund when canceling an order on AliExpress is from 3 to 20 business days (depending on operations on the bank side). If no funds have been received at the end of the term, it is recommended to contact the bank.

Denial of compensation

A refund when canceling an order with "AliExpress" will not be successful if the parcel has already been sent: after changing the status from "Preparing for dispatch" to "Sent", the parcel leaves the store. You can write to the seller: if the package is on hand, it will solve the problem.

If, when conducting a dispute, the buyer does not provide clear arguments for resolving the issue in his favor, the administration will refuse compensation and the dispute will be closed.

Sometimes the seller recommends waiting for the parcel, then making a return of the goods to AliExpress on its own (send by mail) and receive the money.

Tricks

There are cases of incorrect actions by the seller: the customer cancels, focusing on the status of “Preparing to ship,” the seller refuses, arguing that the goods are on the way and attaches a fake track number.

At this stage, it is difficult to recognize the fraud - it is better to wait until the tracking on the real track number starts and file a complaint. The administration is not interested in cooperation with unscrupulous entrepreneurs - fraudsters are punished.

Another Chinese trick: after opening the dispute, the seller writes that, due to problems at customs, the parcel was returned to the sender and offers to be sent again.

That is, about 60 days, the goods lay on the side of the sender, and it becomes known at the last moment. The trick is designed for a gullible client who agrees to the offer and closes the dispute: the money is transferred to the store, and the client risks being left without a parcel. It is extremely difficult to prove something in such a situation.

The only way out is not to close the dispute and insist on a refund, but even here the cunning Chinese can be caught (screenshot below).

That is, the dispute is closed with the template “No refund and no refund” with the comment “Sorry, we will refund money.” Inattentive client will agree with the decision and will be left without anything. Questions like “when will“ AliExpress ”return the money after the order is canceled” in all kinds of thematic communities will not bring satisfaction.

Other scammers deliberately display low-priced goods, collect many orders, send out fake track numbers, and then persuade indignant customers to close the dispute, citing various arguments.

The method is naive. With the rest, the seller draws time in correspondence, trying to "squeeze" the maximum amount of money from the defrauded. After that, the shop closes, and the thief disappears with money.

Usually these are low-rated stores: another reason to work only with trusted sellers.

Conclusion

Purchasing products on AliExpress requires minimal knowledge of the English language (the Russian version is far from perfect) and careful study of the functionality.

Refund issues are quickly dealt with by competent specialists in order of priority. After opening the dispute, you don’t need to clog the forums and the seller’s personal with requests like “Canceled the order. When will "AliExpress" return the money to the card? " Funds will come if everything is done correctly!

Truth is born in a dispute, if it is conducted competently and without insults.

Enjoy the shopping!