₦airaland Forum

Please I Need Advice on an AliExpress Return & Refund Dispute

I need some advice regarding an AliExpress dispute because I'm not sure what to do next.

I bought a replacement phone screen on AliExpress. When it arrived, I connected it to test it, and it worked normally, so I went ahead and installed it permanently on my phone. However, after about two or three days of use, the screen started developing faults. It began flickering, showing display issues, and eventually became unusable.

I opened a dispute on AliExpress and explained that the screen was defective. The seller initially offered me a partial refund without returning the item, but I declined because I paid for a fully functional screen and didn't think it was fair to lose part of my money for receiving a defective product.

After that, the seller insisted that I remove the screen and return it for a full refund. I explained several times that removing a fully installed screen is risky because phone screens are attached with strong adhesive. Trying to remove it can easily crack or damage the screen, even if you're careful.

Despite my explanation, AliExpress stepped in and ruled that I must return the screen before I can get a refund. The dispute page no longer gives me any option to explain my situation—it only asks me to upload a tracking number after returning the item.

My concerns are:

- The screen may get damaged while removing it, and the seller could refuse the refund because it is damaged.
- International return shipping from Nigeria to China is very expensive.
- I paid for a working screen, but the product turned out to be defective after installation.

Has anyone experienced a similar situation with AliExpress? Is there any way to get AliExpress to review or change the decision at this stage? Has anyone successfully convinced them to issue a refund without requiring a return?

I'd really appreciate any advice or suggestions from people who have gone through something similar.

Thank you.

Olamak1:
I guess your internet speed is too slow for the video upload.

Yes, you can use the website on PC or activate "desktop version" of the site on your mobile browser. It should work.

Thanks I successfully uploaded it

Hello, please I need help.

I want to open a dispute for a screen I bought because it started malfunctioning a few days after I received and installed it.

I completed the dispute description, but when I try to upload my video evidence, it keeps loading until it eventually says "Evidence submission timed out." At first, I thought the video file was too large. The maximum allowed video size is 500 MB, but my original video was only 111 MB. I even compressed it further to 60 MB, I also tried uploading a 8mb video just to test if it'll upload but I still get the same error. Only photos upload successfully, but photos are not enough to properly show the problem.

Can I use the AliExpress website instead of the app to open the dispute and upload the video evidence? My customer protection period will expire in a few days, so I need to resolve this as soon as possible.

Olamak1:
Interestingly, I've used the coupons 4 different times: 3 times in January and once this month.

Bro please I want to clarify something about that Access Bank promo.
The promo is supposed to be 3 times per tier, but you said you’ve used yours 4 times.
Do you mean you used the same cashback tier 4 times (like $5 four times),
or you used one tier 3 times then did another tier once making it 4 in total?
I just want to be sure how the usage limit works.

Please has anyone experienced this before

kayus621:
So I told this seller the phone he sent to me is faulty and that I want to open a dispute. He started begging me not to and said he’ll send another phone. Then he opened a $0.91 order and asked me to pay so he can ship the replacement.
Honestly, I don’t trust it. I still have less than 15 days to open a dispute, and I know once that time runs out, buyer protection is gone. I’m not sure if I should risk it or just open the dispute straight up.
Has anyone experienced this before?

HeavenlyBang:
Your first mistake was buying an Oukitel phone.

I've been using oukitel phone for a very long time, it's a lovely phone, the problem is the parts can only be gotten from AliExpress

So I told this seller the phone he sent to me is faulty and that I want to open a dispute. He started begging me not to and said he’ll send another phone. Then he opened a $0.91 order and asked me to pay so he can ship the replacement.
Honestly, I don’t trust it. I still have less than 15 days to open a dispute, and I know once that time runs out, buyer protection is gone. I’m not sure if I should risk it or just open the dispute straight up.
Has anyone experienced this before?

Olamak1:
Tap the order,you should see "returns/refunds". Select it and continue from there.

Thanks. I'm waiting for the sellers response to my issue B4 opening the dispute

Encitee3991:
Sorry to ask, what is the phone brand, and is it new or refurbished?

The phone is an Oukitel C21, and it’s a refurbished unit. It didn’t come in the original carton; it came in a package box with a charger and pouch.
I bought it because my previous phone, which is also an Oukitel C21, developed battery issues. The problem started after I used an auto-tap app on Telegram and left the phone plugged in overnight. The phone overheated badly, which damaged the battery. Since then, it takes about 8 hours to fully charge and drains in less than 3 hours.
I later took it for repairs, thinking the slow charging was caused by the charging board (downboard). Unfortunately, during the repair, the downboard was damaged, and after that, the phone could still charge, but very slowly, and it could no longer connect to a laptop. I later confirmed that the slow charging issue was actually caused by the damaged battery, not the downboard.
When I checked the cost of buying a new battery and downboard on AliExpress, it was almost the same as buying another phone. So I decided to purchase the same model (Oukitel C21) at a cheaper price, which I was able to get using an Access Bank card discount promo.

Icent99:
This should be inside the order page, unless buyer protection period is over which is usually 15 days after order is marked as delivered

Thanks bro I've seen it.
I'm still waiting for the sellers reply B4 opening the dispute

ood evening everyone
Please I urgently need help.

I want to open a dispute on AliExpress but I can’t find my way around the app anymore.

I received a phone I ordered, and after just 3 days of use the screen started having serious issues. The order has already been marked as completed, but I did NOT click the “Order Received” button when I collected the package.

The reason is because I wanted the buyer protection to continue while I properly tested the phone for any faults.

It’s been a long time since I last ordered from AliExpress, so I’m a bit lost now and I can’t find the dispute button.

Please, if anyone knows how to open a dispute in this situation, I’ll really appreciate your help

Conner44:
I am not understanding AliExpress and speedaf this period. Normally in the past when I order stuff, it gets to my hand FIRST then I log onto my AliExpress dashboard to click/acknowledged receipt and leave reviews.

Today it's like speedaf now accept and receive goods before it even gets to the final customers hands. Can you imagine a package I have been waiting for since a 3 weeks had finally cleared customs and gotten to speedaf regional office as at yesterday morning ONLY FOR MY TRACKING DETAILS TO SHOW THAT THE GOODS HAVE BEEN DELIVERED TO ME THAT SAME YESTERDAY

I saw nobody, I saw no notification or calls from any speedaf personnel but somehow AliExpress says my goods have been delivered

This is a new experience for me

Men this is crazy.
Try and visit their office closest to you and lay a complain

Olamed89:
I want to open an account I get their card too it seems they are sincere compare to others, which of their card did you get is it Naira card or dollar card?

Naira master card

Toluene15:
Update..
These are tracking numbers issued before consolidation.
When the items "depart from warehouse", all tracking numbers change to NG1387*****R

True, my CNG tracking number just changed to NG..... R this morning.
Remaining my item with AP tracking number

Conner44:
They consolidated my own parcel of 15 items I paid for at the same time and shipped them all together using speedaf BUT THE ISSUE IS THAT SPEEDAF COLLECTED MY PARCEL AND I HAVE NOT HEARD ANYTHING FROM THEM TILL TODAY

It's going to 5 days now that my items have been with speedaf. How speedaf was able to signal to AliExpress that I have received my order is what I do not understand. Is it possible the delivery agent stile my items and marked "received" on my behalf fraudulently?

Since you have the number of the delivery agent, try and see if that number is on whatapp, check his profile picture and take it to their office close to you.
And lay a complain there

jboixxx:
I don't order much these days but for the last 3 months, my items come as I ordered ...no consolation. I wondered if they'd stopped but I read here they still consolidates.

As to CNG***, you may not see an updated tracking number o cuz I just checked one of mine, it arrived 9ja yesterday but no updated tracking number on all platforms that I've checked. Like I said earlier, I prefer it sha.

So this CNG is it speedaf or nipost that handles it, also one of my items has a AP tracking number Is it speedaf or nipost.
And why do u prefer the CNG tracking number, is it because it's fast?

G

jboixxx:
You're not new to AliExpress na. CNG*** are usually what I may call, default parcel identifier. It'll be updated to the courier tracking info later (maybe 1ce or 2x). CNG will always change eventually but I prefer to track with CNG*** if the courier isn't SpeedafExpress.

Honestly, I’m just getting to know about this CNG tracking number. I’ve been away from AliExpress for over a year now, if I’m not mistaken. The last time I ordered something, I got the actual courier tracking number directly, not this CNG one.
Thanks for the explanation though, that makes sense now. I was just a bit confused because it looked unfamiliar. If it eventually updates to the courier’s tracking info, then no wahala. I’ll keep tracking with the CNG for now and see how it goes.

Also, I wanted to ask does AliExpress still consolidate orders? Like if you order, say, three items, do they still combine them into one parcel and assign a single tracking number instead of tracking all three separately? That’s how it worked for me the last time I ordered. I’ve now ordered three items again, so I’m wondering if they’ve discontinued that or if it’s still something they do.

lovewins:
That's not the final tracking number, as the item is still being couriered from the warehouse to the airport. You'll get the real tracking number in a few days. Also if they are all choice items it's most likely Speedaf and they also will likely ship everything together.

Oh thank God, because I really can’t deal with NIPOST wahala.
The items aren’t actually Choice items. I had the option to buy Choice items, but I decided to go for non-Choice ones even though they were more expensive.
The reason is the reviews on most of the Choice items some people complained about damaged goods. For example, someone said the screen they bought started touching by itself after installation even when there was no physical damage. And you know how Choice items work if you want a refund, you have to return the item. Honestly, I don’t have the strength for all that stress this year.

So I finally got the Access Bank card yesterday and made three separate orders totaling over $50, and I got the $20 discount.
Out of the three orders, only one has been shipped so far, and it happened within just about five minutes.
The tracking number looks like this: CNG0*************220.
I’m a bit worried because that tracking number doesn’t look like a Speedaf tracking number. I really hope it gets updated or changed, because I don’t want to go through NIPOST wahala this year.

GreaterFuture:
Okay, thank you.
How many times can it show.
At what margin

Someone here said each discount can be used 3 times

noobody:
You have previously used that phone number on gbwhatsapp,
You can't use that same phone number on any device not global version,Chinese model or rooted phone
WhatsApp won't work

Try and get a fresh number and register

You mean it won't work on Chinese version phones?

GreaterFuture:
Is this still showing at your end?

I think the promo has ended.
But access bank is also running some promo too
5$ off 15$
10$ off 25$
20$ off 50$

Toluene15:
My order was less than $20.
The discount is applied immediately after entering your access bank master card number not before.

So how much were u charged per $

Encitee3991:
3 times for each discount

Wait you mean I can get the 5$ discount 3times, 10$ discount 3 times and 20$ discount 3 times?
Omo that's really huge o

[quote author=Encitee3991 post=137961506][/quote]Omo, till February?
I really hope the funds don’t finish before then.
Please, do you know if this discount can be used more than once, or is it a one-time thing after you enjoy it the first time?

Toluene15:
I got the master card this morning. It was instant using the machine in the bank.
Used it and got the discount.
Thanks

Please, I want to ask about your experience using the Access Bank MasterCard promo.
How much was the item you bought, and how much discount did you finally get?
Also, when you were about to pay, did the discount show after you entered your card details, or was it applied only after you completed the payment?
I’m asking because my own experience really confused me. When I tried to pay for my item, it was $59, but before I even entered my card details, the amount had already reduced to $49. I hadn’t entered any card information or confirmed the payment yet, but the discount was already showing.
If this was supposed to be the Access Bank MasterCard discount, then it doesn’t add up, because my total is above $50 and should qualify for the $20 discount, not $10..
So I’m not sure where that $10 discount came from, and whether it was the MasterCard promo or a different discount entirely.
That’s why I want to understand how it showed for you when you paid

Toluene15:
I got the master card this morning. It was instant using the machine in the bank.
Used it and got the discount.
Thanks

Omo, this thing go pain me if this discount finish o.
I’ve been trying to upgrade my Access Bank account so I can get the ATM card and enjoy the Mastercard discount, but they’ve been turning me up and down since last week Wednesday.
They keep telling me my account upgrade application is still pending something I completed since last week.
My account is currently a Tier 1 account, and without upgrading it I won’t be able to get a Mastercard. I can only get a Verve card, which doesn’t qualify for the discount.
I'm just tired I swear.

I don’t think this $20 off offer is realistic. When I tried to pay for items worth over $50, instead of getting a $20 discount, I only saw $10 off. I haven’t even added my card details yet because I haven’t received the card
I was just playing around with it to check how the discount works.

Encitee3991:
The Access bank discount offer is about a week now.
Should run a minimum 1 month.

I pray it last that long. I couldn't get a master card today, they told me the only card available was verve card which is not eligible for the promotion

lovewins:
UBA has done at least 3 discount promos since September and my observation on UBA promos is that you take advantage of it as soon as they launch it. Their promo barely lasts 10 days into the start date before they take it off. Wouldn't blame them cause they obviously included the disclaimer they are allowed to end it once the promo quota is exhausted.

So my advice is to use UBA as soon as it is announced cause you never know when they'll end it. One thing is certain, it will not stay till their announced end date. Zenith in my experience wasn't like this. Let's see if Access Bank follows in Zenith's footsteps

I just pray the promo will be on till next week Monday, cos I couldn't get the master card today, the only card available was verve card

lovewins:
How much do Access charge per USD?

As of today their rate is at 1467 per $