How to get support for returns on AliExpress

Our guide shows you how to access return support on AliExpress and resolve any issues you may have.

Returning an item on AliExpress can sometimes feel overwhelming, especially if you’re unsure about the process. Whether the product didn’t meet your expectations or arrived damaged, knowing how to navigate returns efficiently is key. In this article, we’ll walk you through the entire process—from starting a return to tracking your refund—so you can handle it smoothly and stress-free. And remember, at ZiranZi, we’re here to help you save money and find the best tips for a hassle-free shopping experience on AliExpress!

Steps to Request a Return on AliExpress

Find Your Order

To begin the return process, log into your AliExpress account and navigate to the “My Orders” section. Here, you’ll see a list of all your recent purchases. Locate the item you want to return and click on it to view the details. Before proceeding, it’s crucial to check if the product is eligible for a return. AliExpress sellers have different return policies, so make sure you understand the conditions for your specific item. For instance, some products may offer “Free Return” options, while others require you to cover the return shipping costs.
Tip: Always review the return policy of the seller before making a purchase to avoid surprises.

Start the Return Process

Once you’ve confirmed the item is eligible for return, the next step is to click “Open Dispute.” From there, choose the “Return Goods” option, indicating you want to return the product for a refund. In some cases, AliExpress may require you to upload evidence, such as photos or videos, to support your claim, especially if the item arrived damaged or not as described.
Important: Keep all communication with the seller clear and respectful. Sometimes, issues can be resolved without a return if the seller offers compensation or replacement.

How to Get the Refund on AliExpress | Guidance for AliExpress Dropshippers

Wait for the Seller’s Response

After submitting your dispute, the seller is required to respond within a set period, typically a few days. Most sellers will respond within 3-5 days, but some may take longer. If the seller agrees to the return, they will provide instructions on how to proceed.
If the seller doesn’t respond within the expected time, AliExpress will step in to mediate the dispute.
Pro Tip: While waiting, it’s a good idea to stay patient but follow up politely if needed to ensure the process moves forward smoothly.

Shipping the Item Back

Packaging the Item

Once your return is approved, it’s time to ship the item back to the seller. To avoid any issues, ensure the item is securely packaged to prevent damage during transit. If possible, reuse the original packaging the product came in. This not only saves you money but also helps guarantee the item is packed in a way that meets the seller’s requirements. If the original packaging is unavailable, use a sturdy box or protective material like bubble wrap to safeguard the item.
Tip: Double-check that the item is in the condition required for returns, such as unused and with all tags intact. It’s also helpful to take photos of the item before shipping as proof of its condition.

Choosing a Shipping Method

The next step is selecting the right shipping method. Sellers will often provide instructions on how to return the item, including preferred shipping carriers. In most cases, it’s advisable to use a trusted, trackable shipping service. Based on your location, recommended carriers might include DHL, UPS, or your local postal service. Once you’ve chosen a carrier, confirm the return address with the seller to ensure accuracy. Using the wrong address can lead to delays or lost packages.

Tracking and Confirming the Return

Using a Tracking Number

To safeguard your return, always obtain a tracking number from the shipping carrier. This allows you to monitor the package as it makes its way back to the seller. A tracking number helps in case any issues arise, such as the package getting delayed or lost during transit. You can usually track the shipment via the carrier’s website, keeping tabs on when it leaves your country and arrives in the seller’s region. Without a tracking number, it becomes much harder to resolve disputes if the package goes missing.

Confirming Receipt with the Seller

Once the package is delivered, it’s important to notify the seller that the return has been received. Most sellers will confirm receipt themselves, but sending a polite message can expedite the process. Make sure you ask for confirmation of the item’s condition upon arrival. This ensures the return is processed smoothly and that there are no discrepancies regarding the product’s state. After the seller confirms everything is in order, they will begin processing your refund. By staying on top of communication, you can avoid delays in receiving your money back.

How To See Your Refunds And Returns On Aliexpress

Getting a Refund

When to Expect Your Refund

Once the seller confirms they’ve received your returned item, the refund process begins. Typically, AliExpress processes refunds within 3 to 15 business days, depending on your payment method and bank processing times. If you paid using a credit or debit card, the funds will be returned directly to the card you used for the purchase. For those who used AliPay or other digital payment methods, the refund will be credited back to your account balance. You can always check the refund status in the “My Orders” section of your AliExpress account.
It’s important to remember that refund timelines can vary depending on factors like your payment provider, holidays, or the seller’s location. While the majority of refunds are processed promptly, delays can occasionally happen, so it’s good to be patient.

What to Do if You Don’t Receive Your Refund

If your refund hasn’t arrived within the expected timeframe, the first step is to contact the seller through AliExpress to inquire about any delays. If the seller doesn’t respond or resolve the issue, you can escalate the matter by contacting AliExpress Customer Service directly. You can do this by going to the “Help Center” on AliExpress and opening a case.
Additionally, AliExpress Buyer Protection ensures that if the seller fails to issue a refund, AliExpress will step in to refund you directly. It’s vital to act within the specified timeframe (usually 15 days after the dispute is closed) to ensure you are protected.

Tips for a Smooth Return Experience

To make your return process as smooth as possible, here are a few key tips:

• Keep communication polite and professional: Clear, respectful communication with the seller can speed up the return and refund process. Sellers are often more cooperative when approached with courtesy.
• Take photos of the item before shipping: Always take pictures of the item, its condition, and the packaging before sending it back. This provides evidence in case any disputes arise about damage or the state of the item.
• Save all receipts and tracking information: Retain proof of shipping, such as tracking numbers and receipts, until your refund is processed. This documentation is essential if you need to provide evidence to AliExpress or the seller.

Sources

For more detailed information on AliExpress returns, refunds, and buyer protection, check out the following helpful resources:

• AliExpress Buyer Protection
• AliExpress Help Center: Return and Refund Guide
• Reddit: User Experience with Free Returns on AliExpress
• Reddit: Return/Refund Process – Who Pays?
• Reddit: How to Return a Product on AliExpress
• AliExpress Refund and Dispute Resolution Page