By USA Goldmines 
Whether you’re a first-time buyer or an experienced dropshipper, chances are you’ll encounter a situation where a refund is necessary. That’s where understanding the AliExpress refund process becomes essential.
We’ll walk through everything you need to know about getting a refund from AliExpress in 2025, including the most common reasons for refunds, your options, and best practices for handling refund requests efficiently.
Why Customers Ask for a Refund
There are plenty of reasons someone might want a refund after shopping on AliExpress. While most orders go through without a hitch, they usually fall into a few familiar categories when issues arise. Let’s break down the most frequently encountered cases.
1. Item Never Arrived
One of the top complaints from customers and one of the most understandable is when a package simply doesn’t show up. Despite tracking systems and estimated delivery windows, international shipments can sometimes get delayed, lost in transit, or held up at customs. If an item hasn’t arrived within the buyer protection period, the customer has every right to request a refund.
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2. Received the Wrong Product
Imagine ordering a black hoodie and receiving a red t-shirt. Mistakes like these, while rare, do happen—especially when sellers manage large volumes of similar-looking SKUs. Whether it’s a sizing issue, color mix-up, or an entirely different product, receiving the wrong item is a valid reason for opening a refund request.
3. Product Is Damaged or Defective
Another common complaint is receiving an item that’s damaged in shipping or doesn’t work as expected. Maybe it’s a cracked phone case, a pair of headphones that don’t power on, or a cosmetic product that arrived leaking. In such cases, photographic evidence helps support a smooth refund claim.
4. Quality Doesn’t Match Description
Sometimes, the product technically arrives on time and intact, but it’s not quite what the buyer expected. It could be a different material, a lower build quality, or a misleading photo on the product page. If the item doesn’t meet the advertised specs, customers may be eligible for a partial or full refund.
5. Late Delivery Past Estimated Timeframe
AliExpress often displays an estimated delivery window. If an order shows up significantly later than promised, it can result in refund requests, especially if the delay makes the item useless (e.g., for birthdays or holidays). Even if the item eventually arrives, buyers can still claim a refund if it was past the agreed-upon timeframe.
What Are Refund Options on AliExpress
AliExpress offers a structured system for refunds that protects both buyers and sellers. Here are the primitive drawback choices available.
1. Full Refund
A full refund is issued when the item is never delivered, is severely damaged, or is significantly different from the description. This means the buyer gets all their money back without returning the item in most cases.
When is this applicable?
- The package was never shipped or lost
- Tracking shows delivery failure
- The item arrived broken or completely wrong
In many of these scenarios, the buyer is not expected to return the item, especially if return shipping costs are higher than the item’s value.
2. Partial Refund
Sometimes, the item has minor flaws—perhaps a scuff, a missing accessory, or a slight delay—but it’s still usable. In such cases, the buyer and seller can negotiate a partial refund as compensation.
This option is useful when:
- It works, but the details don’t fully align with what was advertised.
- Acquire this item more affordably.
- The seller wants to avoid negative reviews or disputes
It’s a win-win when handled correctly.
3. Refund With Return
Under exceptional circumstances, the seller may ask the purchaser to return the item before compensation is addressed. This usually applies to higher-value products or when there’s a risk of fraud.
That said, AliExpress tends to favor the buyer in these disputes and rarely requires returns unless necessary. If a return is requested, the buyer must ship the item back with a tracking number, though AliExpress may provide a return address within the buyer’s country for convenience.
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How to Deal With AliExpress Refund Requests
As a dropshipper, you know that customer satisfaction is everything. But sometimes, despite your best efforts, an order goes wrong, maybe it gets delayed, arrives damaged, or the product simply doesn’t meet expectations. And when that happens, a refund request isn’t just a possibility, it’s a reality you need to be prepared for.
So, how should you handle it? Let’s walk through how to deal with AliExpress refund requests effectively.
Step 1: Confirm the Problem with the Buyer
When a customer reaches out to complain about an order, your first job is to listen carefully and gather details. Ask for specifics:
- Did the item arrive damaged?
- Was the wrong item shipped?
- Has the delivery window passed?
- Are they missing part of a bundle?
Request clear photos or screenshots where needed, especially if the issue is with damage, color, or an incorrect product.
Being responsive and calm here matters. Even if the mistake was made by your supplier, your customer is looking to you for a solution. A fast, empathetic response shows professionalism and helps maintain trust, even when the situation isn’t ideal.
Step 2: Verify the Order Status
Once you understand the issue, check the order’s backend status. If you utilize DSers to handle your AliExpress orders, the process is fast..
With DSers, you can:
- Review the shipping timeline
- Check which supplier fulfilled the order
- View current tracking info
- Find the dispute deadline for AliExpress
If the product hasn’t shipped or tracking shows it’s stuck in transit, you may already be eligible to open a dispute with the AliExpress supplier on behalf of your customer.
If the product has arrived but is incorrect or defective, gather your customer’s photos and prepare to submit them as evidence.
Step 4: Initiate an AliExpress Dispute if Necessary
Before it turns into a bigger problem, message the AliExpress seller to settle it. Many are willing to work with dropshippers and will quickly offer a refund or reshipment to avoid disputes.
In your message:
- Explain the situation clearly
- Share any customer-provided images or details
- Offer a reasonable solution (full or partial refund, replacement, etc.)
Most suppliers prefer to resolve things quietly, especially if you’re a repeat buyer or run multiple stores. This is why building long-term supplier relationships can pay off, they’re more likely to prioritize your request and act fast.
Step 4: Initiate an AliExpress Dispute if Necessary
If the supplier fails to address your concern, proceed with AliExpress’s official dispute resolution system. This is easy to do through your DSers dashboard or AliExpress account.
When opening the dispute:
- Choose the correct reason (item not received, damaged, wrong product, etc.)
- Upload all evidence: tracking screenshots, delivery confirmation, and the customer’s photos
- Specify whether your customers are requesting a full refund or a limited amount.
AliExpress usually supports fair claims, especially when you provide proper documentation. If your customer’s complaint is legitimate, the platform will likely side with you, and the refund will be issued back to your card or wallet.
Tip: Keep an eye on the buyer protection window. You must open a dispute before it expires, or you risk losing the chance to get compensated.
Step 5: Issue the Refund or Resolution to Your Customer
Once your dispute is settled, or your supplier agrees to a solution, it’s time to communicate the outcome to your customer. Whether that means issuing a refund, sending a replacement, or offering a store credit, try to act quickly.
Even if the issue wasn’t your fault, your customer will remember how smoothly—and how kindly—you handled the problem. A small refund or fast resolution can protect you from bad reviews, chargebacks, or customer churn.
Some dropshippers even offer bonus incentives, like a discount on the next order, to turn a negative experience into a long-term relationship.
Bonus Tip for Dropshippers: Use DSers or a Tracking App
Handling refund requests gets easier when you have the right tools working behind the scenes. That’s where apps like DSers and real-time tracking tools come in.
As a dropshipper, these platforms are your safety net and your competitive advantage.
DSers Gives You Complete Order Management
Instead of manually logging into AliExpress and sifting through each order to investigate shipping delays, product errors, or tracking updates, DSers gives you a centralized, real-time dashboard that simplifies and streamlines the entire process. Here is how it helps.
- A central dashSboard to monitor order statuses
- Access to all your supplier info in one place
- Automatic syncing with AliExpress disputes
- Bulk order management so you can act fast at scale
If you’re dealing with 10, 50, or even 100 orders a day, DSers saves hours of admin work and drastically cuts down on errors or missed refund windows.
It also keeps track of which suppliers are most reliable, so you can identify patterns and avoid refund-prone vendors in the future.
Tracking Apps Add Transparency and Reassurance
Customers hate being left in the dark. One of the best ways to prevent refund requests altogether is to offer detailed, real-time tracking updates from the start.
Tools like 17TRACK, Track123, AfterShip, and ParcelPanel let both you and your customer stay on top of every delivery. The majority of them can be integrated directly with your Shopify or WooCommerce store with Personalized Order Tracking Pages.
This means fewer “Where’s my order?” emails, fewer chargebacks, and more confident buyers. You can also use these tools to identify when a package is likely delayed, giving you time to reach out before the customer does.
Wrapping Up
Refunds are never fun, but they’re a reality of online shopping. Luckily, AliExpress has a fair and transparent refund system that protects buyers and supports sellers when handled properly.
As a dropshipper or eCommerce store owner, refunds are an opportunity to show excellent customer service. By staying on top of issues, resolving complaints quickly, and keeping lines of communication open, you can turn a potential refund into a returning customer.
Remember: trust is your brand’s currency. And part of building that trust is knowing how to handle the not-so-perfect parts of the shopping experience with grace, professionalism, and a solid refund strategy.
This articles is written by : Nermeen Nabil Khear Abdelmalak
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