COMPLAIN to AliExpress about an ORDER Not Received

While it’s not normal, you can be desperate because you placed an order on AliExpress and it’s been a long time since you heard from it. But don’t worry, in this article we’ll tell you everything you need to know.

When can I Complain about an Order that has not been Received?

Let’s see when you can open a dispute for an order that you haven’t received:

Buyer protection is expiring, but you have not received anything

Instead of opening a dispute, if your protection is running low and the package still hasn’t got to you, you can ask the seller to extend the protection time for you. The most normal thing is for the seller to accept, but if not, don’t hesitate and open a dispute.

What evidence can I provide?

In the event of a dispute (we explain how below), include a snapshot of your conversation asking the seller to extend the protection time and arguing that they ignored you even though you already asked. Also include a tracking record of your order to show that it has not arrived.

I don’t have Tracking Information for the Package

If the tracking number of your package is incorrect and you don’t see any information about it: Contact the seller to resolve the problem as soon as possible. However, if you’ve already tried and they’ve been ignoring you, it’s time to start an argument.

What evidence can I provide?

Go to an international parcel tracking site (e.g. Postal Ninja, Parceslapp, Track17) and attach a screenshot of the shipment tracking that is not working.

The package was sent back to the seller

As long as the package has been returned for some reason beyond your control (or if you are unaware of it), you can open a dispute by attaching screenshots of the package tracking.


What evidence can I provide?

You can enter an international parcel tracking page (like Postal Ninja, Parcelapp, Track17, …) that will allow you to have a more detailed follow-up of your order in order to add it to the dispute.

We already warn you that you have to wait for the reaction of the seller: Most of the time the packages are sent back because of our mistake: order canceled at customs, we did not pick up the package at the post office, wrong address. ..

The package was held at customs

Although AliExpress is letting us open a dispute for this reason, the reality is that any problem you have with customs is your responsibility, and not the seller’s responsibility.

What evidence can I provide?

However, if the seller has guaranteed to cover the possible customs charges (this is not normal, but some sellers do it to attract more customers) you must include a screenshot of the conversation with the seller or the description of the item ( if you state it there).

But remember that now, if you buy from Europe, you will pay VAT at Brillexpres for all orders under € 150, so you shouldn’t have any problems with customs.

Beware of counterfeits

Although it is not common for the package to be held because it was a fake, you can open a dispute by claiming that you did not know about it (if you know what it was, you can open the dispute or not). She). Given that AliExpress is very restrictive on replicas, it usually always accepts this ground for dispute.

The order appears to have been delivered, but I have not received anything

What evidence can I provide?

If the seller gave you an incorrect tracking number and the package shows as “delivered” in AliExpress tracking status, go to an international tracking site (Postal Ninja, Parcelsapp, Track17, …) and take a screenshot in which the city is indicated or the country to which it was delivered.

To clarify the distance between your city and the one it was delivered in, put in google maps, mark both places and also take a screenshot to add to the dispute. Select “the package was sent to the wrong address” as the reason for the dispute.

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How can I open a dispute for an order that has not been received?

Let’s see how to open a dispute for an order not received from both the web and the AliExpress application:

From the Internet

First, place all of your orders (here) and click “View Details” on the item you want to open a dispute about.


In the next window, click “Open Dispute” to load the request for a refund.

Since in your case you have not received the order, click on “Refund Only“, mark that you have not received the product and the amount you would like to be refunded (the total amount of your order).

In the details of the request, it is important that you describe everything that you have tried before opening a dispute (this is why we always recommend speaking to the seller before opening a dispute) and that you state that you cannot was to reach an agreement with him.

Upload the tests by clicking “Browse” on the images (in which case it is most logical to contribute as evidence) or “Add Video” to upload a video. Finally, check that everything is correct and click on “Send” All you have to do is wait for AliExpress to resolve the dispute.

From the app

The process from the app is very different: Go to «My Account» and click on «Orders: see all». Select the item and click “Open Dispute” From here, the procedure is the same as above: select Refund Only, Not Received the Package, the reason for the dispute, and the money to be refunded.


The only difference between the website and the AliExpress app is that in the app you can choose the refund method:

  • Normal Refunds (3 to 20 days, money will be returned to your original payment method)
  • Immediate refund with Alipay (direct refund to your Alipay balance in a few minutes)

Don’t forget to explain the reason for the refund request in as much detail as possible. Finally, upload the evidence to support your dispute and click “Submit” to confirm the dispute.

Our Advice before Opening a Dispute

Finally, we would like to reiterate that it is very important to always speak to the seller before opening a dispute (even if you are sure that you are going to start a dispute anyway). AliExpress takes into account that you previously tried to resolve the conflict and this is essential for them to resolve the dispute in your favor.