Refunds

AliExpress 'Delivered' vs. Buyer 'Not Received': Action Plan

One of the most common and frustrating scenarios in eBay dropshipping from AliExpress is when the AliExpress tracking shows Delivered, but your eBay buyer claims they never received the item. This discrepancy can lead to lost profits, negative feedback, and a damaged seller rating if not handled correctly. Your automated tracking through Fetch Order Tracking will flag the logistics_status as DELIVERED, but you'll still need a structured approach to resolve the buyer's claim.

Initial Verification Steps

Before you jump into a dispute, gather all relevant information and perform basic checks.

Review All Tracking Information

• AliExpress Tracking: Double-check the logistics_status in Fetch Order Tracking and on the AliExpress order details page. Note the exact date and time of delivery.
• Carrier Website: Use the tracking number on the final carrier's website (e.g., USPS, Royal Mail, Canada Post, etc.). Sometimes, the carrier's site provides more granular details, such as the exact delivery address, GPS coordinates, or even a photo of the delivered package. This is crucial for verifying the delivery location.
• Buyer's Address: Confirm the delivery address on the tracking matches the address provided by the buyer on eBay. A simple typo or incorrect house number can cause issues.

Communicate with Your Buyer

Open a dialogue with your buyer immediately. Be empathetic but also gather more information.

• Ask them to check around: Suggest they check with family members, housemates, neighbors, or even their building's front desk/mailroom. Many 'missing' packages are simply misplaced.
• Verify safe spots: Ask if the carrier might have left the package in an unusual but safe spot (e.g., behind a planter, under a mat).
• Wait a few days: Sometimes, packages marked Delivered show up a day or two later due to carrier errors or premature scanning. Advise the buyer to wait 48-72 hours.

When to Open an AliExpress Dispute

If initial verification and communication don't resolve the issue, and the buyer is firm on non-receipt, it's time to consider an AliExpress dispute. Your objective is to secure a refund from AliExpress to cover the refund you'll likely issue to your eBay buyer.

Conditions for Opening a Dispute

• No proof of delivery to buyer's address: If the carrier's tracking details (especially photos or GPS) clearly indicate delivery to an incorrect address, or if there's no specific proof beyond a 'Delivered' scan.
• Buyer provides police report (rare but strong): If the buyer suspects theft and files a police report, this is very strong evidence for an AliExpress dispute.
• After a reasonable waiting period: If the buyer has waited 72 hours post-DELIVERED status and still has not received the item.

The Dispute Process on AliExpress

1. Navigate to the order: In your AliExpress account, go to 'My Orders' and find the relevant order.
2. Click 'Open Dispute': Select the option to open a dispute.
3. Choose 'Goods not received': This is the primary reason for your dispute.
4. Provide details: Explain the situation clearly. State that the tracking shows DELIVERED but the buyer claims non-receipt.
5. Upload evidence: This is critical.
   • Screenshot of eBay buyer's message: Showing their claim of non-receipt.
   • Screenshot of original AliExpress tracking: Showing DELIVERED status.
   • Screenshot of carrier tracking (if available): Any details from the final mile carrier that might support non-receipt (e.g., no specific delivery location, generic scan). If the carrier's site shows clear proof of delivery to the correct address, this might weaken your case unless you can argue it was misdelivered or stolen after delivery.
   • Any communication with the buyer: That supports their claim.
6. Propose a solution: Request a full refund for the item.

Always open the dispute as 'Goods not received' even if the tracking shows 'Delivered'. The key is to argue that the goods were not received by the intended recipient at the correct address, or that proof of delivery is insufficient.

Managing the eBay Buyer's Expectation and Resolution

While the AliExpress dispute is ongoing, you still need to manage your eBay buyer.

Prioritize eBay Buyer Satisfaction

• Refund the eBay buyer: In most cases, if the buyer is insistent and you can't verify delivery, you will need to refund them through eBay. Delaying this will likely result in a negative review or an eBay case opened against you, which impacts your seller metrics. Issue the refund once you've opened the AliExpress dispute.
• Inform the buyer: Let them know you've issued a full refund due to the non-delivery. This often de-escalates the situation and prevents negative feedback.

Handling AliExpress Dispute Outcomes

• Full Refund from AliExpress: This is the ideal outcome. The AliExpress dispute team agrees the item wasn't properly delivered, and you receive your money back, covering the refund you gave the eBay buyer. The gmt_refund field in Fetch Order Tracking will update with the refund date.
• Partial Refund from AliExpress: Less common for non-receipt, but possible if they find some fault on your end or offer a compromise.
• Dispute Denied by AliExpress: This happens if AliExpress (or the seller) provides strong evidence of delivery to the correct address, and they deem the delivery successful (e.g., photo of delivery at the door). In this scenario, you've already refunded your eBay buyer, and you will absorb the loss. Analyze the evidence provided by AliExpress to understand why it was denied.

Preventative Measures

While you can't prevent every delivery issue, some practices can reduce their frequency and impact:

• Choose reliable shipping methods: Opt for shipping options that provide detailed tracking and, ideally, proof of delivery like signature confirmation (though this can be expensive for dropshipping).
• Monitor tracking proactively: Use Fetch Order Tracking to keep an eye on logistics_status updates. If a package is stuck or shows an unusual status, you can intervene sooner.
• Communicate clearly with buyers: Set expectations regarding delivery times and what to do if an item appears delivered but isn't found.

Dealing with 'Delivered' but 'Not Received' scenarios requires a systematic approach, clear communication, and timely action on both eBay and AliExpress. By following these steps, you can minimize losses and maintain a strong seller reputation.

For more insights on managing your dropshipping orders and refunds, visit our homepage.

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