The seller does not answer what to do. What to do if seller on AliExpress doesn't reply to messages. Grounds for opening a dispute

When shopping on Aliexpress, sooner or later you will face a situation where you have to open a dispute. The reasons may be different and most often the reason for this is the store itself in which you made the order.

The reasons why we most often open up a dispute:

did not receive the package;
the wrong product came;
the store sent the quantity of goods less than ordered;
the product is of poor quality or damaged.

These are the most common reasons for opening a dispute and do not worry - there is nothing terrible in this. Your correct actions during the dispute will return your money.

You can open a dispute in the period starting from 11 days after sending the order and until 15 days after receiving and confirming the parcel.

If you still don't know how to open a dispute, then I recommend reading the article -

Let's look at the question - when you opened a dispute, and the store did not respond to the claim.

The dispute is open - the seller does not answer, what should I do?

Yes, sometimes such situations arise. And if you haven't experienced it, of course you start to worry. After all, the time on the timer allotted to the seller to answer is coming to an end, and the seller is silent.

Don't worry, often it's one of the the best options end the dispute.

I'll tell you more about this.

After you open a dispute, the system gives the seller 5 days to respond to your claim. Most often, during this period, the merchant tries to solve this problem different waysoffering you different solutions.

And sometimes it happens that the seller is simply silent and does not give any answer to your claim. Again, don't worry. Even if the seller during the allotted time does not deign to answer you (make a counter offer, or accept / reject the dispute), you will win the dispute without his participation.

Yes, yes, the rules of Aliexpress are so established - if you open a dispute on Aliexpress, and the merchant does not answer, then the dispute is automatically closed in your favor.

Note! If the store does not make you a counter offer through the form specially designated for the dispute, but writes to you in a personal message with requests to cancel the dispute / offers to send a new product / asks to wait, etc. That is considered for Aliexpress - that he did not answer. All actions on a dispute must be carried out according to the rules in a specially designated section.

What is the advantage if the seller on Aliexpress does not answer the dispute? The fact that sometimes there are situations when there is a possibility that the merchant will not agree to a full refund, and the Aliexpress team will take his side. Therefore, if the seller is silent and does not respond to your claim, this is very good.

Happy shopping and fewer controversies.

Aliexpress is a world-renowned online trading platform where Chinese manufacturers sell their products. The store has many users, because the system is designed in such a way that all purchases and sales are carried out absolutely transparently, the risks are minimized. But what if the order for aliexpress has not been sent?

Please note that large stores can waste time placing more than just your order. Especially if the product is sold for a promotion, there are thousands of people willing to buy it, and this figure is growing daily. Hence, we conclude that the company must issue your and other orders and it takes time.

Basically, the manufacturer spends 3-7 days on order processing, and during this time the following operations are performed:

products are brought to the warehouse;
packed;
the manufacturer prepares the package and sends it to the post office;
the parcel is assigned a track number and description.

At the same time, the status "Order processing" will be displayed on Ali in the personal account of the parcel. If the selling company does not have time to send the goods and writes to you about it, offering to extend the processing time.

You have a choice to disagree and cancel the order, after which the system will return the funds to your account. If you want to receive the package - check if the buyer's protection timer has been extended. If not, don't agree to the seller's terms.

Factors affecting the time for sending a parcel

Please note that there are a lot of orders on aliexpress and not always the seller does not send the goods because he is trying to fool you. Here are the factors under the influence of which the order is delayed:

the product that you ordered is currently out of stock or has not yet been produced;
order time coincides with a non-working day or holiday in China;
sales period.

How to know when a parcel will be sent to you

If the order is not sent to you, you can check the information on the timing of its possible dispatch. To do this, go to personal Area Ali to the section "All orders" and look at the time given by the system for the seller to send the parcel.

Always talk to the seller and ask him questions, find out the reasons for the delay. Basically, the manufacturer notifies you about delays and problems that have arisen - but if this does not happen - ask him.

What actions to take if the seller does not ship the goods?

If the store does not process the package for a long time, here are some tips:

An article on the topic - what to do, if, where to write complaints.

Terms of sending parcels

Before you get indignant about the fact that the call does not come into your hands for a long time and the status does not change, pay attention to the accepted deadlines:

delivery by China Post - 15-50 days;
sending via EMS - 10-20 days;
fast delivery SPSR arrives within 7 days.

If you do not receive an order for more than the specified period, and the refund does not come, it makes sense to open a dispute and demand a refund, since you have the right to receive your parcel on time.

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Different situations may require obtaining certain information from the seller. Most of them are willing to make contact, although some, it happens, answer for a very long time or do not answer at all. We will try to figure out why sellers do not respond and how to solve them.

The reasons

Main reasons 2:

Workload of the seller / rare site visits. As a rule, it is typical for sellers who are just starting their activities on the site. Sometimes you have to wait 2-5 days for a response. Do not forget about the weekend - most of them do not answer at this time. It all depends on the service.
The seller is trying to deceive you. Some of the salespeople simply ignore your questions when certain problems arise. Wait for a response within 2-5 days and then take action. Almost any problem can be resolved automatically without resorting to interaction with the seller.

How to deal with situations in which the seller is not responding

The seller does not send the goods for a long time. If the seller does not answer in such a situation to your question about why the dispatch takes so long, you can request cancellation of the order. However, cancellation of paid orders is carried out only after the consent of the seller. You win anyway, because often the seller, after such a request, begins to quickly send the goods. Or he can accept your request. In this case, you just need to find another seller with the same product and a shorter dispatch time. Always look at the order submission time and avoid sellers who offer too long terms... You can almost always find an alternative.
The wrong or defective goods arrived. If the seller ignores you, just open a dispute. The Aliexpress administration will connect to the solution of the problem and you can solve the problem through it. If the seller ignores this point too, the dispute will close after a certain time and the conditions that you set out in the dispute will be satisfied. Don't wait too long for a response from the seller - if the order protection time runs out, you won't be able to open a dispute.
The seller does not answer the question about the product. If you didn’t buy anything from the seller, but you clarified some point about the product (size grid, material, equipment, etc.), and he does not answer, the solution is extremely simple. Find the same product from another seller and ask him questions. In most cases, this can be done.

Keep in mind that sellers who respond long don't always want to cheat you. It is possible that their service is not yet so high-quality. If possible, order goods from those who have high rating and an excellent reputation - such a seller is almost always responsible for a short time. In most cases, of course, they have a higher price, so the choice is yours.

When buying goods on aliexpress, sometimes difficulties or questions arise that only the seller can answer. As a rule, most of the sellers happily respond to messages, but there are times when the seller does not respond at all, either through long term can give you an answer. What can you do to resolve this situation? If this happens, you can use some methods. But first you need to understand the reason why the seller is not responding.

There can be two main reasons:

A very high degree of workload or the seller rarely visits aliexpress. These reasons are mainly seen for young and novice traders who sell their goods on aliexpress. Sometimes they respond after 5 days. But also, don't ignore the fact that there might be weekends. As a rule, if it is a day off, then the seller does not work for aliexpress.
The situation is much worse if the seller is not conscientious and wants to deceive the buyer, that is, you. If there are any problems, then the seller can simply ignore your message in order to avoid solving the problems. In any case, you need to wait for a response message for 5 days, if no one answers, you can safely act. Any problem on aliexpress is solved, sometimes even without the participation of the seller.

When there is no connection with the seller, you need to do the following:

If the seller does not send the ordered goods for a long period, and also does not respond to any of your messages about why such a long processing of the order, then you can start to cancel the order. But it should be noted that if the goods have already been paid for, then the cancellation will be made only if the seller gives his consent. In any case, the buyer remains in a winning situation, since after such actions the seller begins to stir and the sending process is dramatically accelerated. While a different outcome is possible, it simply accepts your cancellation and the money will be returned to your card or account. In a similar situation, you can simply find another seller and purchase a similar product, but with short delivery times. An important point is the declared time of sending the goods by the merchant. You should always look at such a line, and also avoid those traders who claim too long registration. As a rule, you can find an alternative option on aliexpress at a suitable price.
The goods came not the same as in the order or defective. If in this case the merchant starts to ignore the communication methods, then you need to do certain actions, namely, start opening a dispute. The solution to this problem will be accompanied by the aliexpress administration. In addition, this will make the problem easier to solve, because the administration will help you. If, in this case, the seller ignores the dispute and messages, then the application will automatically after some time be transferred to the status satisfied. And all the conditions that are set forth by the buyer will be approved. In this case, the buyer does not have to do anything. It should be reminded that you should not wait too long for a response from the seller, because after the time has passed to protect the order, it will not work to open a dispute.
The seller does not respond to messages related to his product. If the purchase was not made, but you need to find out some important details, and the message remains unanswered, then the solution to the problem is very simple. You just should not dwell on it, but find a similar product from another seller and clarify all the details with him.

Another factor to be considered of ignoring messages that occurs on aliexpress is the closing of the store. When buying goods on aliexpress, you cannot know whether the seller has a really large store with warehouse stocks or this product is from one Chinese in several copies. And after selling things, they just close their stores.

But do not jump to conclusions and do not need to worry. As a buyer, the state of the lot or the store as a whole should not be worried. Since until the order is received by mail or in another way, the seller who sent the goods will not receive money. They are blocked on the site's account.

What to do if the store seller does not respond to messages, and on top of that, his store is already closed. This also happens. Perhaps he decided to leave for another vacation or take a break from work. And he left all the communication channels so that no one could interfere with him, but at the same time he did not have time to send the order to the buyer. Then you should use the protection of the goods. When the time expires, you can open a dispute. This function has its own timer. For example, if there is no response from the seller in a dispute within a four-day period, the administration will close it subject to the buyer's conditions. And the buyer will be able to get his money back for the not sent goods.

In such a case, the main thing is to keep track of the deadlines set aside for the protection of the goods. One week before the time runs out, and the package has not arrived yet, you can ask the administration to extend the terms of protection. Or open a dispute. The main thing is not to miss the deadline!

So, based on the above, we can conclude that there is no need to worry about the store being closed. Sometimes, even on the contrary, this closure can play to your advantage when conducting a dispute with the trader of a certain product.

It should be remembered that not always those merchants who do not respond to messages sent by the buyer for a long time want to deceive them. It is likely that in their camp, aliexpress is not developing properly and there are technical delays. But it is still recommended to place orders from those people who have on the site good feedback and reputation, a high mark in the rating. Traders like this usually bet short time sending and always in touch. Of course, they may have a little overpriced for the goods, but the quality and service will be at the level. It's up to you to wait longer and be nervous or overpay a little, but soon enjoy the purchase.

Sometimes when buying on foreign sites, you need to clarify the conditions or find out if the package has been sent. But if the seller on AliExpress does not respond to messages, what to do in this case? To take necessary steps, understand the nuances.

Reasons for the silence of the second party to the transaction

Messages are ignored for the following reasons:

Newly started sellers don't visit AliExpress too often. Silence lasts up to 5 days, especially for weekend calls.
With a low level of service, the seller on AliExpress does not respond to messages, limiting itself to sending goods. Due to insufficient knowledge of English, he may not understand the message, so ignore it.
With a large flow of orders, the sender is unable to maintain correspondence. If he is attentive to customers, he will respond in a few days.
Fraudsters ignore messages, wanting to postpone solving a difficult issue.

There is no need to worry, since the money has not yet been credited to the sender's account. By opening a dispute, you will reach a compromise, otherwise the administration will return the funds.

How to expedite receipt of goods or refunds

After waiting 5 days, proceed to action, taking into account the specifics of the situation. Difficulties arise when the second party to the transaction does not provide a track number or sends things that differ from the description and photo. But thanks to the Escrow system trading floor gives guarantees: funds are credited to the seller's account when you confirm receipt of the goods. Otherwise, the money will be returned to you if you take the right steps.

Delay in shipping

When the seller hesitates to ship, cancel the order:

go to the site, log in, click "My orders" in the drop-down menu near the profile;

select "Cancel order" (the button appears 24 hours after payment);

click on "Request cancellation", indicate the reason;

decide if you want to post a complaint, click "Send".

To refuse the paid product, the seller must agree. When the other side doesn't find an opportunity to answer and does not confirm the cancellation of the transaction, after 14 days it is canceled automatically, and the money is returned to the account. To avoid sluggish sellers, pay attention to the item "Warranties" and give preference to short delivery times.

Important: while hoping to receive the item you have chosen, refrain from complaints, because the request becomes an incentive to send the parcel.

Product does not meet the description

If the product you received differs from the photos or the quality raises concerns, open a dispute:

Go to "My Orders" and select the appropriate one. Please be sure to keep your Buyer's Protection Timeout.

Fill out the form that appears, indicating that you have received the product, but it does not match the description. You will be asked to choose the exact reason: differences in design or material, poor quality, fake products of a well-known brand, malfunctions.

Select the amount to be refunded (full or partial), indicate whether you agree to make a refund. Check in advance the cost of shipping, since the costs are borne by the buyer, and they may exceed the price of the goods.
In the form window, state the essence of the claim for english language... To increase the chances of a decision in your favor, provide evidence: photos of things that do not match the description, videos when you open a package, screenshots of pages with unanswered messages. The maximum allowable file size is 2 MB.

Click Submit.

Within 15 days, the second party will have the opportunity to reach an agreement, otherwise the issue will go to the administration for consideration. The seller must get acquainted with the open dispute and start looking for a compromise 5 days in advance, and in case of silence, the issue will be resolved in your favor.

In such situations, the other party may offer compensation through other payment systems (for example, PayPal) in exchange for closing the dispute. Do not agree or you will lose the protection offered by the service Escrow and become a victim of fraud. You will not be able to defend the rightness in the future, and you will not receive money. Usually, the administration responds to claims within a couple of days, but the following options are possible:

long consideration of the issue (reminders from your side help);
an incomplete refund decision if the defect or nonconformity is minor.

According to the 2017 rules, you can reject the mediators' decision by attaching new photos or videos proving the low quality of the goods, or accept partial compensation.

It may happen that after the dispute is resolved in your favor, the money is not credited to the account. In this case, check your Alipay wallet: funds are often returned to it.

There is no way to clarify the details of the product of interest

Sometimes questions arise during the selection process, and the purchase has not yet been made. If the seller does not respond to messages, it is enough to continue searching for things of interest and purchase them from another supplier.

Closing a store after purchasing an item

When you buy, you don't know if the other side has stock or only offers a few things. It happens that after the sale of all the goods, the seller closes the store and does not respond to messages. There is no need to worry, as the money is transferred to the account only after confirmation of the purchase.

You just need to follow the timing, which is measured by a timer near the order. You can ask for an extension, hoping that the other party responds:

go to the site and select "My orders";
open the required one and click "Request renewal of protection".

When confirmation does not arrive in the near future, open a dispute and submit the issue to the administration.

Important nuances when choosing a seller

If your seller does not respond to messages on AliExpress, what should I do to resolve the issue? Avoid situations first by talking to trusted entrepreneurs next time:

Do not buy cheap goods, because taking into account international delivery you will receive substandard items.
Refuse to purchase if pictures taken from the network are attached to the description instead of photos.
Pay attention to the date of registration of the seller. Starting an activity, he can offer a lot of goods for low prices, send quality items to the first buyers and collect feedback. After that, the fraudster provides blatant fakes for brand products, hoping for the inexperience of customers, and registers again.

To avoid any unpleasant moments, learn the rules and be vigilant. Shopping on AliExpress can be very profitable, because in Russia you will have to pay 2 times for the same thing. It is enough to know your rights, and you will not be able to deceive. For more details on refunds and prevention of disputes, see the video.

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