You can go to Account-Order-Order Detail to add evidence or update your dispute by clicking ‘Dispute in Progress’.
In this article, you will find:
- When can you add evidence or update your dispute?
- How to add evidence or update your dispute?
When can you add evidence or update your dispute?
Respond seller’s proposal before AliExpress Step in
Seller is supposed to respond your request within 5 days after you open dispute. He/she may reject your request and put forward new proposal for you. You may respond seller’s proposal with new evidence/comments.
Respond AliExpress’s proposal after AliExpress step in
If you and seller cannot reach an agreement within 5 days, AliExpress will step in and offer a solution based on the evidence and description you’ve provided. You may respond AliExpress’s proposal accordingly.
How to add evidence or update your dispute?
Respond seller’s proposal before AliExpress Step in
You may choose ‘Accept’ or ‘Decline’ as you like.
If you choose ‘Accept’, the dispute will be closed with the seller’s solution directly. Please make sure you are full aware of what’s seller’s solution it.
If you choose ‘Decline’, you may change your request (refund amount/solution) by clicking ‘Yes, I am sure’ or keep your original proposal. And you may keep negotiating with seller before the countdown time ends. If you and seller cannot reach an agreement before that, AliExpress will step in for help.
Respond AliExpress’s proposal after AliExpress step in
You may click ‘View possible solutions’ to check AliExpress’s porposal:
If you agree with AliExpress’s solution, you may select the relevant solution and confirm. And AliExpress will come back to check your choice after the countdown time ends.
If you don’t agree with current solution(s), you may select ‘I don’t agree with above solution(s)’ and click ‘Provide info’ to upload more evidence and comments to support your request(you may add evidence as AliExpress’s decision suggested).
You may only respond (select solution or upload evidence) once each time and the button ‘View possible solutions’ will get disabled after that. So please make sure to upload all the evidence and comments once and for all.
