AliExpress provides its customers with Purchase Protection so they can keep track of the time they have until the date of delivery. At first, customers could only open a dispute only while the purchase was running. In an effort to make things easier for customers, AliExpress has now made it possible to open a dispute up to 15 days after the purchase protection ends. It is possible to open a dispute even if you did not extend it.
Extending Your Purchase Protection
If you want to extend your purchase protection, you simply need to click on the option 'Request to Extend Purchase Protection.' Decide on the number of days you want to extend the deadline and fill it in. You must extend it for at least 14 days. Click on the option 'Confirm.' Your application for an extension will be sent to your seller. They will extend your new Purchase Extension in 48 hours or less. They will contact you through e-mail or messages on AliExpress. You will, however, get no notification for a new ending purchase protection
You should always check on your emails so you do not miss email alerts from AliExpress. They will always alert you when the period of delivering your goods is coming to an end. They will notify you five days and then two days before the end of the period.
You can request for an extension of your delivery period at any time during the countdown. If you get a notification two days before your delivery time, it is wise to open a dispute.
Opening a Dispute
If you want to open a dispute or make a complaint to AliExpress, go to the Order Detail of the product for which you want to make a dispute. Click on the option 'Open Dispute.' You will be directed to a complaint form.
There are plenty of reasons why customers may open disputes on AliExpress. Some common reasons include; missing item, wrong color, wrong size, and an undelivered order.
You may file for a Refund Only dispute if the goods you ordered have not arrived. In such cases, you are eligible for a full refund. You may also file for a Refund Only dispute if your goods are damaged. You should ask to get all your money back.
If your dispute is for Return Goods, it means that you wish to return the goods and return the amount you paid. In this case, you will pay for postage.
When opening a dispute, you should try to provide the seller with as much detail as you can. Tell them exactly what happened and why you would like them to help you. When stating the nature of your problem, you should always accompany it with evidence. Fill in the form and include attachments where possible.
If the size of your item does not match what was listed in the product information or it does not work, you may provide evidence in the form of photos or videos. If you can prove that you did not get what you ordered, you are eligible for a full refund. Use the browse button to upload the photos. You are allowed to record three or fewer photos. Each one of them should be 2MB or less. Videos can be a maximum of 500MB.
AliExpress makes it very easy for its customers to extend their Purchase Protection when it ends. If you run into any trouble, you should reach out to the AliExpress customer support team as soon as possible. You will be connected to an agent who will help you deal with the problem.
After thousands of AliExpress customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together What happens when purchase protection ends on AliExpress? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting AliExpress if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
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