Ali Express - I've opened a dispute but I can't find any way to conclude the request for a refund

whalemoney

I bought an item in December 2021 and it hasn't arrived.  I have opened a dispute with the seller and reported it hasn't been delivered. The seller has ignored me. I then waited the required amount of weeks for the dispute to be escalated to Ali Express. On the dispute page there is a notification "AliExpress proposed a new solution". However there's no further details on this, there's no way to click on this box to actually read what their 'solution' is?  They emailed a generic email that doesn't even address my complaint, stating;

Please pay more attention to the tracking information. If the package arrive at the delivery office, please contact post office to pick up in time. Buyer should be responsible for any consequences of failure to collect items in time.

According to the shipping information, the package has been shipped out by the seller and it is in transit currently. Since your package is still in protection time, please be patience waiting for the package. Any new update of your package, we will keep you updated timely or you can simply track it by go to "My orders"-"All Orders" and click "Track order".

I have no option to accept their 'solution' or refuse it.  There's a timeline at the top of the page stating "Negotiation Finished" dated 8th March.

This is the remainder of the info on the page;

"Dispute Reason:

Purchase Protection is running out, but package is still in transit

Status:

Dispute Escalated – Investigation Pending  

Reminder:

We will look at the refund request and make a fair decision based on the information provided by both you and the seller. We will propose a solution which you can find on the dispute details page.

 For more information, please check the 'AliExpress' Judgment Details' or your email inbox. While we are looking into this case, you are still allowed to contact the seller and attempt to resolve the issue by clicking 'Add a New Proposal', 'Accept' (to accept the seller or AliExpress' proposal), 'Upload Evidence' or 'Edit' (to modify comments on the proposal).

AliExpress' Judgment

Purchase Protection is running out, but package is still in transit Invalid (AliExpress' Judgement Details)"                                                                                             

Spoonie_Turtle

Are you on a desktop or a mobile device?  Sometimes buttons and boxes don't show up on a mobile browser (even after ticking the 'use desktop site' option).

I can't quite work out what it means either, although the 'invalid' plus the spiel about checking the tracking makes me wonder if they're basically deciding in the seller's favour.

soolin

As above really, on my PC I’ve always been able to click on status of Aliexpress disputes , however, if the decision is that you need to wait longer then there is no option to decline. The system just readjusts the date for resolution to a few weeks further on. 

steviebabes

I have used AliExpress for a number of years without problems. Last year an item didn't arrive within the given timeframe so I made a claim. The seller then came up with a tracking number and screenshot showing delivery to 'Post Office'. This is not a thing in the UK and I replied to the dispute saying this. The next communication I had was that the dispute found in the sellers favour as I hadn't collected the item from the Post Office! There was no area given for this Post Office so an obvious scam. The item was around £30 so under the section 75 limit for my card. I have never used AliExpress since.

whalemoney

steviebabes said:

I have used AliExpress for a number of years without problems. Last year an item didn't arrive within the given timeframe so I made a claim. The seller then came up with a tracking number and screenshot showing delivery to 'Post Office'. This is not a thing in the UK and I replied to the dispute saying this. The next communication I had was that the dispute found in the sellers favour as I hadn't collected the item from the Post Office! There was no area given for this Post Office so an obvious scam. The item was around £30 so under the section 75 limit for my card. I have never used AliExpress since.

Thanks for the replies guys.  

@steviebabes - My purchase is under £100 too.  Did you try to request a refund from your card company?  I'm going to try it as Amex sometimes still refund despite it being under the £100 threshold.  Really p*s me off when I have to ask Amex for refunds, as I imagine they keep a record of the number of times the customer asks and eventually they must have a limit on their goodwill refunds.