The seller does not answer what to do. What to do if the seller on AliExpress does not respond to messages. Grounds for opening a dispute

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

The reasons why we most often tear off the dispute:

did not receive the parcel;
the wrong product arrived;
the store sent the quantity of goods less than ordered;
goods 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 throughout the dispute will return your money to you.

You can open a dispute from 11 days after sending the order and until the expiration of 15 days after receiving and confirming the parcel.

If you still do not 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 have not experienced this, of course you start to worry. After all, the time on the timer, allotted for the response to the seller, is coming to an end, and the seller is silent.

Don't worry, it's often 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 ways offering you different solutions.

And sometimes it happens that the seller is simply silent and does not give any answer to your claim. I repeat, there is no need to worry. Even if the seller does not deign to answer you during the time allotted to him (make a counter offer, or accept / reject the dispute), you will win the dispute without his participation.

Yes, yes, this is how Aliexpress rules go - if you open a dispute on Aliexpress, and the merchant does not respond, then the dispute is automatically closed in your favor.

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

What is the benefit if the seller on Aliexpress does not respond to 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 less controversial situations.

Aliexpress is a world famous 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 absolutely transparent, risks are minimized. But what if the order for aliexpress is not sent?

Please note that large stores can spend time processing not only your order. Especially if the product is on sale, there are thousands who want to buy it, and this figure is growing daily. From this we conclude that the company must place your and other orders, and this takes time.

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

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

At the same time, on Ali in the personal account, the parcel will display the status “Order Processing”. 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 the choice to disagree and cancel the order, after which the system will return the funds to your account. If you want to receive the parcel - check if the buyer protection timer has been extended. If not, do not agree to the terms of the seller.

Factors affecting the delivery time of the parcel

Please note that there are a lot of orders on aliexpress and the seller does not always 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 you ordered is not currently in stock or has not yet been produced;
order time coincides with a non-working day or holiday in China;
sale period.

How to know when your package will be sent

If you do not receive an order, you can check the information about the timing of its possible shipment. To do this, go to Personal Area Ali in the "All orders" section 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 of delays and problems that have arisen himself - but if this did not happen, you should 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 in the topic - what to do, if, where to write complaints.

Delivery times for parcels

Before you resent the fact that the parcel does not come to 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 shipping SPSR arrives within 7 days.

If you are not sent an order after 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 package on time.

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In different situations, it may be necessary to obtain certain information from the seller. Most of them willingly make contact, although some sometimes answer for a very long time or do not answer at all. We will try to figure out why the sellers do not respond and how to solve them.

Causes

2 main reasons:

The workload of the seller / a rare visit to the site. 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 sellers simply ignore your questions when certain problems arise. Wait for a response within 2-5 days, and then start acting. You can get out of almost any problem automatically, without resorting to interaction with the seller.

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

The seller does not send the goods for a long time. If the seller does not respond in this situation to your question about why the shipment is taking so long, you can request to cancel the order. However, the cancellation of paid orders is carried out only after the consent of the seller. In any case, you win, 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 delivery time. Always look at shipping times and avoid sellers who offer too much long terms. You can almost always find an alternative.
Wrong or defective item arrived. If the seller ignores you, just open a dispute. The Aliexpress administration will connect to the solution of the problem and you will be able to solve the problem through it. If the seller ignores this moment too, the dispute will be closed after a certain time and the conditions that you set out in the dispute will be satisfied. Do not wait too long for a response from the seller - if the order protection time runs out, you will not 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 with him (size grid, material, equipment, etc.), and he doesn’t answer, the solution is extremely simple. Find the same product from another seller and ask him questions. In most cases this can be done.

Remember that sellers who respond for a long time do not always want to deceive 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 sellers are almost always responsible for a short time. In most cases, they are, of course, higher and the price, so the choice is yours.

When buying goods on aliexpress, sometimes there are difficulties or questions that only the seller can answer. As a rule, most of the sellers are happy to respond to messages, but there are times when the seller does not answer at all, either through long term can give you an answer. What should be done to resolve such a 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 noticed by young and novice traders who sell their goods on aliexpress. Sometimes they respond within 5 days. But also do not discard the fact that there may be days off. As a rule, if the day off, 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 may simply ignore your message in order to avoid solving problems. In any case, you must 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 order processing, then you can start canceling 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, because after such actions the seller begins to stir and the dispatch process is dramatically accelerated. Although another outcome is possible, he simply accepts your cancellation and the money will be returned to the card or account. In such a 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 dispatch of the goods by the merchant. You should always look at such a line, and also avoid those traders who claim too long a design. As a rule, on aliexpress you can find an alternative option at a suitable price.
The product came not the one that was in the application or defective. If in this case the merchant begins to ignore the methods of communication, then you need to do certain actions, namely to start opening a dispute. The solution to this problem will be accompanied by the administration of aliexpress. In addition, this way the problem will be solved easier, because the administration will help you. If, with this outcome, the seller begins to ignore the dispute and messages, then the application will automatically move to the status of satisfied after some time. And all the conditions that are set out by the buyer will be approved. In this case, the buyer does not have to do anything. It must be recalled that you should not wait too long for a response from the seller, because after the time has elapsed to protect the order, it will not work to open a dispute.
The seller does not respond to messages that relate to his product. If the purchase was not made, but you need to know some important details, and the message remains unanswered, then the solution to the problem is very simple. You just should not get hung up on it, but find a similar product from another seller and clarify all the details with him.

It is worth considering another factor, ignoring messages that are found on aliexpress - this is the closure of the store. When buying goods on aliexpress, you cannot know if the seller has a really large store with stock or if one Chinese has several copies of this product. 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 condition of the lot or the store as a whole should not be disturbed. Since until the order is received by mail or in another way, the seller who sent the goods will not receive the money. They are blocked on the account of the site.

What to do if the seller of the store does not respond to messages, and on top of everything else, his store is already closed. This also happens. Perhaps he decided to go to another vacation or take a break from work. And he left all 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. As time approaches, you can open a dispute. This function has its own timer. For example, if there is no response from the seller in the dispute within a four-day period, then the administration will close it subject to the conditions of the buyer. And the buyer will be able to return his money for the goods not sent.

In such a case, the main thing is to follow the deadlines that are allotted for the protection of the goods. One week before the time runs out, and the parcel has not yet arrived, you can ask the administration to extend the protection period. Or open a dispute. The main thing is not to miss the deadline!

So, based on the foregoing, we can conclude that you should not worry about the fact that the store is closed. Sometimes, on the contrary, this closure can be of benefit to you when conducting a dispute with a merchant 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 with those people who have on the site good feedback and reputation, a high mark in the rating. Such traders, as a rule, put short time sending and always in touch. Of course, they may have a slightly overpriced product, 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 be happy with your 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 should I do in this case? To take necessary steps, understand the nuances.

Reasons for the silence of the other side of the transaction

Messages are ignored for the following reasons:

New sellers don't visit AliExpress too often. Silence lasts up to 5 days, especially when applying on weekends.
With a low level of service, the seller on AliExpress does not respond to messages, limiting himself to sending goods. Due to insufficient English proficiency, he may not understand the message, so ignore it.
With a large flow of orders, the sender is not able to maintain correspondence. If he is attentive to customers, he will answer in a few days.
Fraudsters ignore messages, wanting to delay resolving a difficult issue.

You should not worry, because 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 the receipt of goods or a refund

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 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 the correct measures are taken.

Purchase Delay

When the seller is slow 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 order cancellation", specify the reason;

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

To refuse the paid goods, the seller must give consent. When the other side does not find a way 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 slow sellers, pay attention to the "Guarantees" item and give preference to short delivery times.

Important: hoping to receive the selected item, refrain from complaining, because the request becomes an incentive to send the package.

Product does not meet the description

If the received product differs from the photos or the quality is satisfactory, open a dispute:

Go to "My Orders" and select the appropriate one. Remember to make sure that the buyer protection period has not expired.

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

Select the amount to be reimbursed (full or partial), indicate whether you agree to make a refund. Check shipping costs in advance, as costs are the responsibility of the buyer and may exceed the price of the item.
In the form window, state the essence of the claim for English language. To increase the chances of a decision being made in your favor, provide evidence: photos of things that do not match the description, video when opening the 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 be transferred to the administration for consideration. The seller must familiarize himself with the open dispute and start searching for a compromise within 5 days, and in case of silence, the issue will be resolved in your favor.

In such situations, the second party may offer compensation through other payment systems (for example, PayPal) in exchange for closing the dispute. Do not agree, otherwise you will lose the Escrow protection offered by the service and become a victim of fraud. It will not be possible 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 on your part help);
a decision on a partial refund if the defect or discrepancy turns out to be minor.

Under the 2017 rules, you can override the mediators' decision by attaching new photos or videos that prove the poor 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 the Alipay wallet: funds are often returned to it.

It is not possible to specify 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 items of interest and purchase them from another supplier.

Closing the store after purchasing a product

When buying, you don't know if the other party has stock or only offers a few items. It happens that after the sale of all goods, the seller closes the store and does not respond to messages. You should not worry, because the money is transferred to the account only after the confirmation of the purchase.

You just need to follow the deadlines that are measured by the timer next to the order. You can ask for their extension, hoping that the other party will respond:

go to the site and select "My orders";
open the one you need and click "Request protection extension".

When confirmation is not received in the near future, open a dispute and submit the issue for consideration by 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? First of all, prevent situations by contacting reliable entrepreneurs next time:

Do not buy cheap goods, because taking into account international delivery you will receive poor quality 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 according to low prices, send quality items to the first buyers and collect feedback. After that, the fraudster provides outright fakes for brand products, hoping for the inexperience of customers, and registers again.

To avoid unpleasant moments, study the rules and be vigilant. Shopping on AliExpress can be very profitable, because in Russia you will have to overpay for the same thing 2 times. It is enough to know your rights, and it will not be possible to deceive you. For more information on refunds and dispute prevention, see the video.

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