Most of the time, customer orders will be completed without a hitch.

However, you might need to contact a supplier to follow-up on an order that wasn’t delivered, or is taking longer than expected.

Contact the supplier

1. Go to your AliExpress account and click ‘My orders’
2. Find the relevant product/order number and click ‘Contact seller’
3. This will open the AliExpress messenger window
4. Message the seller with your issue and make sure to include your order number and email address
5. If you don’t get a response in three days, try the next option

Open a dispute

You can open a dispute with AliExpress from 11 days after the supplier has sent the goods to up to 15 days after the delivery time (usually 30-60 days).

1. Go to your AliExpress account and click ‘My orders’
2. Find the relevant product/order number and click ‘View Detail’
3. On the right hand side there should be an option to click ‘Open Dispute’
4. You will then have an option to request a refund or return the item
5. Fill in the dispute form and click ‘Submit’

In most cases with low-cost items it’s best to refund your customer immediately rather than making them wait for an outcome from the supplier.
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