My package hasn't arrived, what should I do?


+1 vote
2 months ago I have placed my first order on AliExpress, but it hasn’t arrived yet. What should I do? They write that my buyer protection time will soon be over.
asked Jun 16, 2016 in Internet by anonymous

1 Answer

0 votes

The most important thing is acting without panic. If the buyer protection on AliExpress hasn’t expired yet, you have no reason to panic. If the protection has already expired, there is nothing to do. 

What should you do in case of not receiving the parcel: 

  • Check the track number. If the seller is responsible enough, you can check where is your parcel now;
  • If there is still some time before customer protection expiry date, make an extension request. Important! Such an extension can be requested in case there are only 2-3 days left, otherwise you run a high risk. The seller may cancel the request at the last minute and you may lose your money and your parcel;What should you do in case of not receiving the parcel:
  • Open a dispute. AliExpress Policy implies that as long as you don’t open a dispute, you are satisfied. No need to keep this situation a secret. In the details of each order you can find a button of starting a dispute, so click it. Next you need to specify the details of your problem and select the proper case from the list. Add below that the track number isn’t valid outside of China and that you have requested for extended buyer protection, but the seller ignored your request. 
  • Run the dispute. If the seller does not want to return the money, and you still haven’t received your parcel – click the button to aggravate the dispute. In this case it will be considered by a special commission, and if you did everything correctly, the commission will make a decision in your favor.

I wish your parcels always come timely! If you have any further questions, please do not hesitate to contact our help desk!

answered Jun 16, 2016 by Expert Ryan (8,570 points)

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