This video explains how to handle returns and refunds when dropshipping with AliExpress. The speaker covers various scenarios, providing step-by-step guidance on resolving issues such as delayed/lost parcels, missing or damaged items, and customer dissatisfaction with product size or quality.
Delayed or Lost Parcels: Apologize to the customer, contact the supplier, open an AliExpress dispute after a month's delay or if stuck in one location for over a week. Consider offering a reshipment, but ensure agreement on return of the original if both arrive. If the dispute is lost, contact the supplier again; if they don't cooperate, open a chargeback.
Missing Parcels (Marked Delivered): Apologize to the customer; ask them to check with household members, neighbors, and wait a few days as sometimes delivery is delayed despite the "delivered" status. If stolen, request a police report reference number for the AliExpress dispute. If the dispute is lost, contact the supplier, and if they don't cooperate, open a chargeback.
Damaged Parcels/Products: Apologize to the customer, request photos of the damage, and contact the supplier. If only the parcel is damaged but the product is fine, resolve with the customer. If the product is also damaged, open an AliExpress dispute (if the supplier won't reship for free). The platform may offer a free return label; if so, send it to the customer and reship the order once the damaged item is returned. Alternatively, reship without a return if the supplier agrees to this. A replacement can also be offered at 1 cent, and AliExpress will provide a free return label if you initiate a dispute.
Unhappy Customers: Apologize, request a photo of the product and the reason for dissatisfaction. Contact the supplier; if it's a single customer complaint, evaluate if it's the customer or a product issue. Offer an exchange or refund; if the customer is at fault, they bear the return shipping cost.
Incorrect Product Size: Apologize, request photos with measurements. Contact the supplier; offer an exchange or refund. If the customer is at fault (wrong size ordered), they pay return shipping. If the supplier is at fault (size mismatch with listing), request a free return label via an AliExpress dispute. A small cancellation and return fee might apply for refunds.
