Here we explain everything you need to know about refunds at AliExpress: when to request them, how to request them, how long they arrive, why they sometimes don’t arrive, and what to do if AliExpress doesn’t return your money.
How to Request Money back from AliExpress 2023
There are several stages in which you can request a refund from AliExpress.
If the order has not yet been dispatched
If you’ve just placed an order and changed your mind, you can cancel the order in time. All you have to do is go to this page, find your order, and click “Cancel Order“. At this stage you have the right to cancel the order without the seller being able to refuse, but even if you cancel the order immediately, AliExpress will process the payment and it will take a few days to receive the refund.
When Payment of the order is confirmed
If your payment has already been confirmed, do the following:
- Enter this page
- Find the order
- Click on “Cancel order” and enter “Other reasons” as the reason
- Enter here and write to the seller: Explain why you are canceling and ask them to accept
At this step, the seller is under no obligation to accept the cancellation so make sure you give a good reason for your reasons.
If the order has already been sent
If the order has already been dispatched, you will only be eligible for a refund if you do not receive the order or if it does not match the description. We’ll talk about both cases below.
If we haven’t received the order
If the order takes longer than it should arrive, please note the order protection period (60 days from dispatch). This is important because once this period ends, AliExpress will automatically mark the order as delivered and you will no longer be able to make any claims.
If the estimated delivery date arrives and you have not yet received the order, follow these steps:
- If the shipment is a registered shipment and you have tracking, click here, copy the code and check a tracking website to see where the order is going
- If you don’t have tracking, go here and ask the seller “Where’s my order?”
- If he doesn’t answer you in a few days, enter here and click “Open Dispute”
The specific steps to open a dispute can be found in the article Pending disputes on AliExpress.
If the order does not match the description
If the product that arrives and is not as described, open a dispute here and your money back.
Here are some examples:
- The product is broken or dented
- It doesn’t work
- The color is not what you asked for
- Missing parts
- The size does not correspond to the measurements in the description
You will receive a full refund (more serious cases) or a partial refund (for minor size errors, wrong color, etc.) depending on the case.
Important: Unless the product has a free return, it’s always best to request a full refund.
If you want to change the product, you are responsible for the shipping costs and these are sometimes more expensive than the product itself.
How long does it take for AliExpress to Refund my money?
It is very important to understand that your money back will not be immediate, it will take a few days. From the time the refund is made on AliExpress, funds will be received within 3 to 20 working days, depending on your bank. This 3 to 20 day period begins when the platform has processed the refund, i.e. when we see the three full orange dots in the refund status.
You can see these orange dots by clicking here and clicking on the order: you will see the date each stage was completed and you can calculate whether a long time has passed or the refund is still being processed. During sales or Christmas times, the return process may take a little longer than normal.
How can I tell if AliExpress has Returned my money?
However, if you have any doubts as to whether the refund has been processed and what the status of the refund is, there is a way to find out the status of our request in detail. Go to your orders, look at the details of your order and look for the tab “Payment” or “Finances”.
We can see if the refund process has started or has already been completed. In the mobile application we need to do the same thing, go to the order details and click on “Refund information“. You will find the same data as in the browser.
The most interesting thing is that if you paid by card, at the end of the refund process in this section, the RNA code that identifies your card transactions is a unique number. If you cannot find the refund of your money, check with your bank about the process and provide them with this code.
I haven’t Received my Refund
Waiting for a refund and the money still hasn’t arrived, what can you do? First, please check the status of the refund by clicking here and checking the Payment tab. If not enough time has passed, wait a few more days. But if you haven’t received your money after a few days, the easiest solution is to check the ARN code that we gave you earlier. You can use this number to check with your bank whether you have really received the money.
Another recommendation is that you keep a close eye on the latest movements on your card, as the refund will often be made the same day the purchase was made. So this can go unnoticed, especially if we do a lot of shopping on AliExpress. Finally, if none of this works, you need to contact AliExpress through their social networks or customer service chat which you can access by clicking here.
At first you will be looked after by the EVA robot, but if it does not answer your questions, you will be referred to an agent.
I received an Incomplete Refund
At AliExpress, you can only pay in US dollars and euros. You can still choose other local currencies, but this is a conversion that is done by the site itself to make it easier for you to see the price of the products. At the time of purchase, the company you are making payment with will conduct a currency exchange from dollars to your local currency. Exchange rates and other bank charges may apply to this transaction.
When we receive a refund, our bank will not refund the fees charged, so the amount will be less than what was originally charged. To verify that the AliExpress refund has been made for the requested amount, you can request the details of this transaction from your company.
Where do I Get the Money from
You will receive the money through the same payment method that you used. Since the most common payment method used on AliExpress is credit or debit card, the money will arrive on the card as one more movement, but with a positive symbol indicating that it is a refund.
If you’ve changed your card or canceled the previous one, speak to your bank. Usually the money goes to the associated bank account or to the new card. AliExpress is unable to change the destination account for the return as this is a breach of security regulations.
Here is in detail where to get the refund according to the payment method:
- Paypal: it will be refunded to the original payment account.
- Credit and Debit Card: the money goes on the same card.
- AliPay: It is processed by AliPay itself and the money remains there as available credit.
Refunds in Mexico
- Oxxo: You will receive a link in the email to request the refund and ask for the interbank number (“Clbe”).
- Mercadopago: In this case, you will receive your money in the Mercadopago account.
Refunds in Chile
- Do: Go to the card you used to purchase.
- State Bank: It also automatically arrives on the card.
