If your order is not received on AliExpress, it can be frustrating, but there are several steps you can take to resolve the issue. AliExpress has buyer protection policies in place, so you can follow these steps to either track your order, get a refund, or file a dispute.
Step 1: Check the Estimated Delivery Time
AliExpress provides an estimated delivery time when you place your order. This time frame varies depending on the shipping method, the seller’s location, and the destination country. Before taking further action, make sure that the estimated delivery window has passed.
Step 2: Track Your Order
AliExpress offers a tracking service that allows you to monitor your package. To do this:
- Go to My Orders in your AliExpress account.
- Locate the order in question and click on Track Order.
- Check the current location of your package. Sometimes packages may be held up in customs or delayed by unforeseen circumstances.
Step 3: Contact the Seller
If your package is delayed or the tracking information seems stuck, you can contact the seller directly through the AliExpress messaging system. Sellers often provide more details about shipping delays or issues with logistics. To do this:
- Go to your order and click Contact Seller.
- Politely ask for an update on your order and whether they can provide more accurate tracking information.
Step 4: File a Dispute
If the seller does not provide a satisfactory answer and the package is significantly delayed or lost, you can file a dispute on AliExpress. Here’s how:
- Go to My Orders and select the item that hasn’t arrived.
- Click on Open Dispute and select the reason for the dispute (such as “Order not received”).
- Provide any necessary details, such as screenshots of tracking, and submit your dispute.
- AliExpress will review your case and work with the seller to resolve the issue.
Step 5: Request a Refund
When you file a dispute, you can also request a refund if the order was not delivered within the expected time frame. AliExpress generally favors buyers in cases where the package has not arrived. Once the dispute is resolved in your favor, you will receive a refund to your original payment method. Refunds typically take between 3-20 business days to process.
Step 6: AliExpress Buyer Protection
AliExpress has a Buyer Protection policy in place, which guarantees that you will receive your order or get your money back. Make sure you are still within the protection period (usually 60 days from the time of purchase). If your Buyer Protection period is nearing expiration and your package still hasn’t arrived, file a dispute before it expires.
Tips to Avoid Non-Delivery Issues in the Future:
– Choose Reliable Sellers: Always check seller ratings and reviews before placing an order.
– Opt for Tracked Shipping: Select shipping options that provide tracking, such as AliExpress Standard Shipping.
– Monitor Delivery Times: Keep an eye on the estimated delivery date and don’t hesitate to take action if it’s delayed.
By following these steps, you can resolve the issue of a missing AliExpress order and get your refund or dispute settled promptly.
