Tell me what to do if the order in the online store has already been paid, but the store is in no hurry to deliver it? It happens that on the site you can place an order and immediately pay for it with a card. And then the manager calls and it turns out that in fact this product is not in the store, you have to wait, how long to wait is unknown, and so on.

And another question: what if in the same situation it turned out that the site is fraudulent? You paid for the goods, the money left the card, and the site immediately closed.

Anton, there are two situations in your question. Let's consider them in turn.

Ruslan Zairov

Tinkoff Bank lawyer

If the order is paid, but the goods are not available - demand a refund

If the buyer makes an advance payment for the goods, the term for the transfer of this goods should already be clearly indicated. The absence of such a deadline already means that the store does not comply with the requirements of the law.

If you paid for the goods, and the store did not deliver it to you on time, according to consumer protection law, you have the right to demand either a new delivery date or a refund for the goods. Moreover, in case of delay in the delivery of the paid goods, the store must pay you a penalty (penalty) - 0.5% of the prepayment amount for each day of delay.

If you paid for the item, but the seller does not have it, decide what you want to achieve: receive the item or return the money. Send the relevant request to the seller, indicating in it that you are waiting for the payment of a penalty for the delay.

It happens that as a result of delay the buyer incurs losses. For example, you gave the car to the service. During the repair it turned out that you need to order an additional part. You made an order in the online store, and he delivered the item two days late. All this time the car was in the service, and you paid for the days of downtime - for this amount you can claim a refund from the online store. But you must immediately understand that not a single store will reimburse losses simply on the basis of a buyer's claim. You have to go to court for compensation.

Write a letter to the seller. If the seller gets in touch, you can simply correspond by e-mail. But if the store has mail on a common mail server (for example, on Yandex or Mail-ru) and employees do not get in touch, you need to send an official letter by Russian Post to the legal address of the organization. A description of the attachment must be attached to the letter to confirm that the letter was sent.

Complain to Rospotrebnadzor. If the seller is silent, write a complaint on the Rospotrebnadzor website. It will be necessary to confirm that before filing a complaint you already tried to contact the store and the store refused you or did not contact you at all.

How much money can be returned through the court

If you still can't get anything from the store, go to court. Let's calculate how much money you can get in this case.

Suppose Marina paid for a package of cat food for 5000 R in an online store. The food was not delivered to Marina on time, she had to run to the nearest supermarket and buy a similar one. Marina wrote a letter to the store asking them to cancel the order and return 5000 R. A month has passed, no return. Marina went to court and filed a lawsuit.

The penalty for 30 days amounted to 1500 R:

5000 R × 1% × 30 days = 1500 R

Let's say another 30 days passed before the court accepted the claim and made a decision. The penalty rose to 3000 R. The total amount of claims under the claim - 8000 R. According to paragraph 6 of Art. 13 ZZPP, the court will exact from the store another fine of 50% of this amount in favor of Marina - 4000 R:

8000 R + 4000 R = 12 000 R

There is a possibility that when Marina files a lawsuit, the store will immediately return the prepayment in order to avoid a fine.

If you cannot resolve the issue with the seller, contact the bank for a chargeback

To begin with, I recommend that, before making a payment, always check the seller. By law, the seller must provide the full name of his company and its address. If there is no such information anywhere on the site, it looks suspicious. I advise you not to buy goods in such online stores: most likely, they are engaged in illegal activities.

If, after all, you transferred the money, and the site went down, no one answers the mail and phone - this is a reason to contact the police and send a complaint to Rospotrebnadzor to punish the scammers.

Contact your bank for a chargeback. Chargeback is a procedure for protesting a payment. Important: chargeback is not a bank service. This is a tool with which your bank, based on your claim, can request a refund from the bank that accepted your payment.

The chargeback procedure is regulated by Visa, MasterCard or Mir payment systems. There are three parties involved in the chargeback:

• issuing bank - this is the bank that issued the card with which you paid for the goods;
• acquiring bank - the bank that accepted your payment from the store;
• the payment system itself - "Visa", "Mastercard" or "Mir".

The final decision on the return of money always remains with the payment system.

If the buyer did not receive the goods for which he paid, this is an unambiguous basis for a chargeback. Another chargeback can be done if you received a fake and can prove it.

How to request a chargeback. Send a written application to the bank that issued your card. In Tinkoff Bank, this can be done in the support chat. Attach evidence that you really did not receive the paid goods. It can be a screenshot of a website or an email conversation. If you submitted an application to Rospotrebnadzor, attach a copy of it. Just claiming a chargeback is not enough. We need proof.

You can apply for a chargeback within 120 days from the date of payment.

If the payment system approves your request, the money will be returned to the card.

If you have a question about personal finances, expensive purchases or a family budget, write to: [email protected] We will answer the most interesting questions in the magazine.

If you order several goods on Aliexpress with one order, the seller will most likely try to deceive you by sending you an incomplete order. For example, putting 5 T-shirts in the package instead of the ones you ordered, only 3.

Yes, dear reader - this happens very often, perhaps in 7 out of 10 cases. Moreover, not only new sellers sin this way, but also sellers who have a good rating.

Perhaps the stores themselves are not to blame, because most of them are dropshippers who redirect our orders to suppliers. Perhaps the suppliers themselves are trying to deceive us, but this does not change things. The fact remains that we often receive an incomplete order.

You can protect yourself from fraud only by providing the store with evidence in the form of a video that shows the process of unpacking the package, which shows the exact amount of the goods sent. Therefore, always open the packages - filming this process on your phone's camera.

So, let's look at the question of what to do if the parcel did not arrive completely with the entire order that you ordered with Aliexpress.

I will give an example of the process of opening a dispute. One seller had 2 orders, one order - 2 leggings, in the second - 4 leggings were ordered.

We paid, after some time - the seller sent our parcels, and we received them safely.

On the labels of the packages, the number of leggings that was ordered was written.

But, the fullness of the package was in doubt, they were too small and "thin". It doesn't matter, turn on the camera and start unpacking.

In the process of unpacking, it turned out that the seller brazenly (how I want to write this word, but I won’t) - deceived us. The seller put one item in each package. In addition, some leggings were not at all the model that we ordered.

Well, we open a dispute - we are no strangers. It is for such reasons that we have opened disputes more than a dozen times.

I will give an example only on one order, the second one is identical.

We open a dispute for a reason - an incomplete parcel came from Aliexpress

We go to our orders, find the one we need and click "Open Dispute".

Now you need to fill out the form.

We indicate that we want to return the money; The item has been received by us but does not match the quantity ordered. Specify the refund amount - for the missing leggings and describe the problem. Next, download the video unpacking and click "Submit".

Incomplete package with Aliexpress - results

As soon as a dispute was opened, it automatically escalated. Most likely, there were complaints about this seller, so the Aliexpress team controls the disputes that take place in this store.

After this dispute was opened, we started opening a dispute on the second order.

The seller, however, immediately began to send us messages, admitting his mistake and begging to close the dispute.

Messages came one by one. Looks like the seller was waiting for a severe punishment from Aliexpress, because messages began to come even to the phone (this has not happened in 2 years). And the seller began to promise to send even two leggings more than expected.

After consulting with his wife, we decided to give him a chance to rectify the situation.

In the message, they wrote to him that we would cancel the dispute and are waiting for a new track number. We warned that if the number is not tracked, we will re-open the dispute.

After that, we canceled the dispute, before canceling - the Aliexpress system notified us that while the order was under Buyer Protection, we could re-open the dispute.

And we clicked Cancel.

The seller, as promised, sent the parcel. Now it remains to wait for her and make sure that it was not in vain that they gave him a chance.

Summarize

This debate could have ended differently. We would have won it for sure, and most likely the seller would have been punished by the site, but why not give the store a chance, despite the fact that he tried to deceive us.

In situations where not all the goods you ordered came from Aliexpress, it is important not to make mistakes. And in order not to do them - shoot the unpacking of parcels on video and you will always be protected.

If you don’t have a video, then unfortunately you will lose the dispute. You will not be able to prove anything to either the seller or the Aliexpress team.

Today, ordering goods via the Internet is becoming more and more popular. This often saves a lot of time and sometimes money. At the same time, online trading carries a number of risks. In the last issue, we considered questions about how to choose a reliable online store and what information should be on its website; what to do if the delivery of the goods is postponed indefinitely at the initiative of the seller. Today we will analyze how to accept a purchase correctly, how and what products purchased via the Internet can be returned, what to do if the product does not work, and other useful questions related to shopping in online stores.

Get ready to take your order!

I'll start with another instructive story from practice. My colleague decided to buy an air grill. To save time and money, I made an order in the online store of household appliances. The air grill was delivered on time, Olga gave the money, made sure that they brought exactly the model that she wanted, and signed the acceptance receipt.

The next day, the customer decided to try out the novelty, took out the instructions from the box, and began to flip through. Russian-language text was not found! The girl called the online store, they apologized, they say, apparently, they forgot to put the insert with the translation. They offered to come and pick them up. “But it takes at least an hour and a half to get to you, and I don’t have time at all, literally everything is scheduled by the minute, so I made an order via the Internet!” - tried to explain the buyer. “Well, when the time comes, come and see,” the manager advised and said goodbye.

Indignant Olga came to me for advice, is it possible to force the "forgetful" employees of the online store to bring a translation of the instructions?

Of course, in such cases, the law is on the side of the buyer. Articles 8 and 10 of the Law "On Protection of Consumer Rights" require that the purchaser of the goods must be provided with complete and reliable information about the rules of operation in Russian. And Art. 12 of the law contains a sanction: if such information is not provided at the request of the consumer within a reasonable time (2-3 days is enough for the delivery of the Russian-language instructions), then the buyer has the right to refuse the goods altogether and demand a refund of the money paid.

It was these rules that we strictly reminded the senior manager of the online store, and after a couple of days Olga was able to study the advantages and working conditions of the air grill according to the memo in her native language.

As you can see, the situation was resolved quite simply, but the buyer still spent some time and nerves. Therefore - advice: so that in the future, after the delivery of the goods ordered via the Internet, everything went as smoothly as possible for you, it is better to immediately perform several simple exercises for the competent acceptance of the order.

Checking documents

So, along with the goods you must provide:

• instructions on the rules of operation and safe use of the goods in Russian;
• warranty card (or service book with coupons) with the seal of the seller;
• cash receipt (as an option, it can be a sales receipt with the seal of the seller);
• receipt of payment for delivery (if it is paid).

The law also provides that in the case of selling goods remotely, the buyer must be given a reminder of an additional right - the ability to refuse the goods without giving reasons within 7 days after delivery (we will talk about the benefits of this useful rule and the consequences of its non-compliance a little later) .

Another important document is the act of acceptance and transfer of goods. In practice, the courier often asks the customer only to sign the acceptance certificate, but keep in mind: by law, you have the right to demand that the acceptance certificate be drawn up in two copies and one of them remains with you.

By the way, a common trick is associated with the design of such an act. With a familiar gesture, the courier gives you a paper to sign with the standard wording: the goods have been inspected and accepted, I have no complaints about the appearance. Most buyers obediently put their autograph. At the same time, not everyone actually opens the package and meticulously examines the delivered goods. Moreover, in some cases it is generally impossible to immediately understand whether everything is in order with the appearance and completeness of the product, since it can be delivered unassembled (for example, furniture). But then try to prove the seller’s guilt if you personally signed the phrase “I have no complaints about the type of goods.”

To avoid the risk of getting into a difficult (and sometimes even hopeless) situation, be sure to open the package and inspect the delivered goods. If you find the slightest external damage - dents, scratches, etc. - be sure to write them down in the acceptance certificate or other acceptance document.

Keep in mind: even if these minor defects do not bother you, the absence of a note about them can play a cruel joke on you in the future: it is possible that if a serious defect in the product is found, the warranty workshop will try to refuse free service, referring to the fact that you have damaged the product.

And one more important nuance: if the goods were delivered to you disassembled, then the acceptance certificate should indicate that only the number of places in the package was accepted. If the courier asks you to sign a paper with any other wording, feel free to cross them out, enter the indicated phrase, and only after that put your signature. And do not forget to ask for one copy of the document on acceptance and transfer of goods!

Before giving money to the courier who delivered your order, try to check the product in action (unless, of course, this is possible and a special connection is not required, as, for example, for washing machines and dishwashers, or a long wait, as for checking the refrigerator). So, I myself, having ordered a TV in the online store, immediately asked the young man who brought the box to connect it to make sure it was working. Since then, TV has served faithfully for more than 7 years.

If the "pig in a poke" did not live up to expectations

Online shopping is sometimes compared to buying a pig in a poke: without seeing the product "live", it is impossible to be 100% sure what your purchase will actually turn out to be and how it will meet expectations.

So, one young man ordered a silver necklace with a bracelet as a gift for his girlfriend. However, what the courier brought did not please her, but upset her: the stones shimmering on the computer screen turned out to be dull and of a different color, and the bracelet looked like cheap jewelry. The guys were very upset, because the purchase was quite expensive, and, as they heard, jewelry cannot be exchanged and returned ...

In fact, in such situations, it is not difficult to find a way out.

Legislators have taken into account the fact that it is very easy to mislead a buyer on the Internet, since virtual sellers often embellish the appearance and properties of their goods: they improve images using computer programs, and in descriptions they do not skimp on laudatory exaggerations of product characteristics. Therefore, consumers who purchase goods remotely are given a special right - the opportunity to refuse an order during the so-called "cooling off period".

As we have already noted, upon delivery of the order, the buyer must be given a written memo with a reminder that within 7 days after the transfer of the goods, you can return it to the seller without explaining the reasons. If such a memo was not given to you, then - attention! - the right to return the goods is valid for three months!

Keep in mind that the terms of return under the law are as follows:

1. It is possible to refuse goods during the “cooling period” (7 days or three months, as appropriate) only if its presentation and consumer properties are preserved, i.e. No scratches, dents or other signs of use. It is also desirable that the packaging is preserved.
2. It is necessary to present a document confirming the fact and conditions of purchase (price of goods, delivery cost). As a rule, this is a cash or sales receipt, which is transferred to the customer upon delivery.
   Please note: the law also provides that the absence of such a document is not an obstacle to the return of goods - the consumer has the right to present other evidence of the purchase of goods from the relevant online seller. For example, e-mail correspondence with an order number, a warranty card filled out by a company or an entrepreneur-seller, etc. can serve as confirmation.
3. In case of return of goods, the seller has the right to withhold the fee for its removal from the buyer, which, as a rule, is equivalent to the cost of delivery.
   The online store is obliged to return the rest of the money no later than 10 days after receiving the consumer's application to refuse the goods (clause 4, article 26.1 of the Law "On Protection of Consumer Rights").

Can all "virtual" purchases be returned?

This question is often asked by buyers when they first hear about the “cooling off period”. Many people remember well that things bought in a regular store, in the absence of obvious defects, can not always be handed over. Firstly, it is required to justify the reason for the return, which must fall into a limited list: the wrong size, color, style, color, dimensions or equipment. Secondly, there is a very extensive list of high-quality goods that are not subject to exchange and return at all (approved by Decree of the Government of the Russian Federation of January 19, 1998 No. 55). It, in particular, includes goods for personal hygiene, jewelry with precious metals and (or) stones, household goods, radio-electronic equipment, etc.

But what happens if the goods from this "forbidden" list are ordered via the Internet? The restriction will be gone!

Remember: the right to return goods purchased remotely is subject to special conditions (we have listed them all above) - in fact, more favorable for the consumer than the right to exchange and return goods purchased in a regular store.

The only exception for online purchases: the "cooling off period" does not apply if you are ordering a product that is made especially for you according to individually defined characteristics. Such a product cannot be returned to the seller if it is of high quality and matches your application.

Collapse Show

Pavel Gulidov

According to the Law on the Protection of Consumer Rights and the Rules, when returning goods of inadequate quality, the buyer’s lack of a document confirming the fact and conditions of the purchase of goods does not deprive him of the opportunity to refer to other evidence of the purchase of goods from an online seller.

Information on the procedure and terms for the return of goods by the consumer, brought by the online seller to the attention of buyers, must contain:

• a) the address (location) of the seller to which the goods are returned;
• b) the mode of operation of the seller;
• c) the maximum period during which the goods can be returned to the seller, or the minimum period established (7 days);
• d) a warning about the need to preserve the presentation, consumer properties of the goods of good quality until it is returned to the seller, as well as documents confirming the conclusion of the contract;
• e) the term and procedure for the return of the amount paid by the buyer for the goods.

When the buyer returns goods of good quality, in accordance with clause 33 of the Rules, an invoice or an act on the return of goods is drawn up, which indicate:

• a) full corporate name (name) of the online seller;
• b) last name, first name, patronymic of the buyer;
• c) product name;
• d) the date of the conclusion of the contract and the transfer of goods;
• e) the amount to be returned;
• f) signatures of the seller and the buyer (representative of the buyer).

Refusal or evasion of the online seller from drawing up an invoice or act does not deprive the buyer of the right to demand the return of the goods and (or) the return of the amount paid by the buyer in accordance with the contract.

If the return of the amount paid by the buyer in accordance with the contract is not carried out simultaneously with the return of the goods by the buyer, the return of the specified amount is carried out by the seller with the consent of the buyer in one of the following ways:

• a) in cash at the location of the seller;
• b) by postal order;
• c) by transferring the appropriate amount to a bank or other account specified by the buyer.

The seller bears the cost of returning the amount paid by the buyer in accordance with the contract.

Payment for the goods by the buyer by transferring funds to the account of a third party specified by the seller does not release the seller from the obligation to return the amount paid by the buyer when the buyer returns the goods, both of proper and inadequate quality.

The product is out of order. Where to apply?

This is another popular question that often causes difficulties for online shoppers. The catch is that by no means all virtual outlets comply with the requirement of the law to have an official office or a special service for receiving applications, where the buyer can apply with a claim on the quality of the goods. And, if it so happened that you took the risk of purchasing goods from an online seller, on whose website there was no address of the real location of the office, then you can act in the following ways:

1. Apply with a claim and the corresponding requirement to the service center of the manufacturer of the goods or to the representative office of the manufacturer (these addresses are usually indicated in the service book, data sheet, etc. of the accompanying documentation).
   Recall: you have the right to apply to the service center for free repair of the product under warranty, and the manufacturer can be required to provide the same free repair or to replace it with a quality product or to return the money.
2. Find out the address of the firm-seller (individual entrepreneur) through the tax authorities. This can be done using the identifying data in the cashier's receipt or other document issued to you with the seller's seal (warranty card, sales receipt, etc.) - the seller's company name and TIN. Based on these data, you can make a request for the address of the seller to the Federal Tax Service either by regular mail or by logging into the official website of the Federal Tax Service of the Russian Federation www.nalog.ru.

"We have sold and wash our hands"

This trick, as practice shows, sellers of virtual outlets simply love to use. The bottom line is this: if a defect is found in the product and the buyer calls the online store, he is immediately redirected somewhere (Example 3) and (or) they try to make him pay again (Example 2).

Example 2

Collapse Show

Nadezhda and her husband bought a dog clipper over the Internet. “In the evening on the day of delivery, we unpacked it, trimmed one ear of our dog, started the second, and then the machine stalled. In total, she worked for a minute and a half, ”says the frustrated customer. The online store said that you need to bring the machine to them for examination. “But I am a disabled person of the second group, and it is very difficult for me. They also told us that they could come to pick up the machine for examination themselves, but for such a visit we have to pay 500 rubles, while when ordering, delivery cost 250 rubles, ”says Nadezhda.

The story ended successfully: after consulting with a lawyer, the customer called the online store again, talked convincingly with the administrator, and two days later they brought home a new, serviceable pet clipper for free.

When communicating with the management of the seller, the following arguments were used:

1. The buyer was given a product with hidden flaws that appeared during operation.
2. In such a situation, the consumer has the right to refuse to fulfill the contract of sale and demand the replacement of the defective product with a new one in accordance with Art. 18 of the Law of the Russian Federation "On Protection of Consumer Rights" (you can also, at your choice, demand a free repair or a refund of money paid for a poor-quality purchase).
3. The seller is obliged to compensate the buyer for all losses incurred in connection with the acquisition of goods of inadequate quality (based on the same article 18 of the Law). Therefore, the online store is obliged to compensate, in particular, the costs of the removal of the defective device and the delivery of a new one. Thus, all costs associated with transportation, including for the examination, the seller must bear.

As for the examination, according to the law, it can be appointed if a dispute arises about the reasons for the lack of goods: when the buyer is sure that this is a hidden manufacturing defect, and the seller suspects that the consumer himself damaged the goods. In our example, the seller, after talking with a legally savvy buyer, abandoned his suspicions and no expertise was needed.

Example 3

Collapse Show

Another common variant of the trick was used by an online store in the situation of our reader Natalia. She ordered a food processor for her mother from a virtual seller website. The next day after delivery, it turned out that the combine was working intermittently and refused to perform some tasks. In the online store, it was immediately redirected to the manufacturer, they say, we only sell, he is responsible for the quality. In the representative office of the manufacturer, however, redirected to the service center. Natalya clutched her head: “I will have to take a vacation in order to eventually find who is responsible for the quality and defend my rights.”

How to act competently in such cases?

Keep in mind that if defects are found in the goods after delivery, the consumer has the right to choose the addressee for filing a claim: according to the law, you can make demands to both the manufacturer, the service center, and the seller - depending on what is more convenient for you.

Thus, you can safely send a claim to the online seller without wasting time and nerves searching for and (or) contacting other recipients.

Collapse Show

Pavel Gulidov, private practice lawyer, founder of Pavel Gulidov's Legal Cabinet:

According to clause 37 of the Rules, control over compliance with the rules for the purchase and sale of goods via the Internet is carried out by the federal executive body and its territorial bodies, which, in accordance with the legislation of the Russian Federation, carry out the functions of control and supervision in the field of ensuring the sanitary and epidemiological welfare of the population, protecting consumer rights and consumer market.

Today, such a body is the Federal Service for Supervision of Consumer Rights Protection and Human Welfare (Rospotrebnadzor). Therefore, deceived buyers, in addition to going to court, can file complaints against the actions of online sellers directly to the territorial bodies of Rospotrebnadzor.

Footnotes

Collapse Show

Closing an order for Aliexpress is the last stage of the order. Orders are closed if a confirmation of receipt of the goods is received, and the time for opening a dispute has expired. Completed orders are archived and stored in the purchase history. You can close only those orders that have been received or, completion is carried out automatically when the dispute is closed. All transactions are recorded in the system. If the order is closed without delivery or closed before it was received for unclear reasons, such an action is suspicious. Only the user can close the order, on the basis of receipt or dispute about the return of funds in the absence of goods. No one else can close the order, including the seller. We will tell you further about what to do if the order is closed on Aliexpress.

Why is the transaction on Aliexpress closed without delivery?

The Aliexpress website provides its customers with a guarantee of fair transactions, therefore it protects against various fraudulent actions on the part of sellers and always helps to resolve issues related to non-standard situations on orders. Closing the order is not carried out immediately after receiving it. The process of receiving orders goes through several stages: payment - processing and dispatch - delivery - receipt. After issuing the order on hand, the buyer must confirm receipt in the system. To do this, there is a special button "Confirm receipt", which is responsible for completing the order. But even confirmed orders are not completed. After the goods are received, the buyer has a certain time to dispute. After this time, orders are automatically closed and archived.

If the transaction on Aliexpress is closed without delivery, then a violation on the part of the seller has been detected. Perhaps the store is temporarily frozen or there are complaints about the work of the store. In this case, all orders in the processing phase are completed to prevent new complaints. Closing the dispute without delivery means that the money for the goods will be returned. In this case, there are 2 options: contact the site administration to clarify the status of the order, or open a dispute and, in the manner of dispute, resolve the issue of a refund. The transaction on Aliexpress can be closed without delivery when the order is canceled, that is, if the buyer himself closed the order. In this case, the order is transferred to the archive with the status "Canceled". You can cancel an order before payment or after. If you paid for the goods, then after canceling the order, it will be closed, and the money will be returned to where it was debited from.

The deal may be closed without delivery if the item is no longer in stock. On Aliexpress, all products are in limited quantities, so if all units are sold out, and you have already paid for the product, it will be closed without delivery, and the money will be returned. If the order is closed by the site administration, the user will receive an email notification about the reasons for such a decision. In this case, even the paid order will not be delivered. If the reason for closing the order is not established or there are problems with closing the order, contact the site support service.

What to do if the order for Aliexpress is closed?

If the order was closed, first of all, you need to establish the reason. It should be noted that only users can close or complete an order through their personal account or site administration. If you went to "My orders" and saw that the shipment status was "Order closed", The reason could be one of the possible problems:

It is worth noting that Aliexpress provides maximum security for customers placing orders on the platform, so canceling orders without establishing a specific reason is excluded. Also, orders are closed automatically if the buyer protection period has expired, and the user has not taken any action, that is, he has not confirmed receipt and has not opened a dispute. In this case, as soon as the time expires before the completion of the order, it will be closed automatically.

If the order is closed by accident, it cannot be restored. The user has a limited time limit to open a dispute on a closed order. After the expiration of this period, the order is transferred to the archive. In this case, it is necessary to wait for the receipt of the goods and hope that it will come. That is why, you never need to confirm the order before receiving it, especially if the seller asks for it, and keep track of status changes as the order is processed. If the order has not been confirmed, the confirmation time will expire and the status will change to "Completed".

Neither tracking nor opening a dispute on long-closed orders will work. If the order status has changed to completed for an unclear reason, there is one way out - to open a dispute. As soon as you notice that the status of the order is "Completed", select the "Open Dispute" button. Next, indicate a full refund and fill out the form. In the field for explaining the reason, tell the seller about the problem. You can still open a dispute for a completed order that has not actually arrived. If you confirm receipt and the goods have arrived, the order will be closed automatically. When the order dispute is completed, it will also be closed. Then, you can see the stages of the refund in the order history. Money on the dispute is returned within 3-7 days.

If the order is closed due to the detection of fraudulent actions on the part of the seller, then you must contact the administration. Write to the support service to clarify the reasons for such a decision. Frozen orders are checked within a week. If the seller turned out to be a scammer, then the money will be returned to the buyer. Completed orders for received goods can also be disputed. In this case, you must file a dispute within a week after confirming receipt of the order. All information about the order status, return stages and completed orders can be viewed in your account in the "My Orders" section.

Video: If you closed an order on Aliexpress, what should I do? Aliexpress closes orders

The Aliexpress site itself does not close orders and is always loyal to the problems that users have. If your order has a status of "Completed", please make sure that you did not close it yourself and did not acknowledge receipt. Disputed orders are automatically closed after a decision on the dispute is made. In other cases, closing the dispute by the administration is a precautionary measure to protect the buyer. If you still have questions about completed orders or the problem that the order was completed without your knowledge, we recommend that you watch the video, what to do if you closed an order on Aliexpress, what to do? Aliexpress closes orders:

Anna, according to the articles of the Decree of the Government of the Russian Federation “ON APPROVAL OF THE RULES FOR THE SALES OF GOODS BY REMOTE METHOD”:

21. The buyer has the right to refuse the goods at any time before its transfer, and after the transfer of the goods - within 7 days. V
if information on the procedure and terms for the return of goods is properly
quality was not provided in writing at the time of delivery
goods, the buyer has the right to refuse the goods within 3 months from
moment of delivery of the goods. Return
goods of good quality is possible if it is stored
presentation, consumer properties, as well as a document confirming
fact and conditions of purchase of said goods. Buyer's absence
said document does not deprive it of the ability to refer to other
proof of purchase of goods from this seller. Customer
is not entitled to refuse goods of good quality, having
individually defined properties, if the specified product can be
used exclusively by the consumer purchasing it. At
refusal of the buyer from the goods, the seller must return to him the amount,
paid by the buyer in accordance with the contract, with the exception of
the costs of the seller for the delivery from the buyer of the returned goods, not
later than 10 days from the date of presentation by the buyer
the corresponding requirement.

25.
The seller is obliged to transfer to the buyer the goods, the quality of which
corresponds to the contract and the information provided by the buyer when
conclusion of the contract, as well as information brought to his attention when
transfer of goods (in the technical documentation attached to the goods, on
labels, by marking or in other ways,
provided for certain types of goods).
the absence in the contract of conditions on the quality of the goods, the seller is obliged
transfer to the buyer goods suitable for the purposes for which the goods of such
kind is commonly used. If
the seller at the conclusion of the contract was put by the buyer in
knowledge of the specific purpose of purchasing the goods, the seller is obliged
hand over to the buyer the goods suitable for use in accordance with
these goals. If
otherwise not provided by the contract, the seller is obliged simultaneously with
by handing over the goods, to transfer the appropriate accessories to the buyer, and
also documents related to the goods (technical data sheet, certificate
quality, operating instructions, etc.) provided for by the legislation of the Russian Federation.

34. In
if the return of the amount paid by the buyer in accordance with
contract, is carried out not simultaneously with the return of the goods by the buyer,
the return of the specified amount is carried out by the seller with the consent of the buyer
in one of the following ways: a) in cash at the location of the seller; b) by postal order; c) by transferring the appropriate amount to the buyer's bank or other account specified by the buyer. 35. The seller bears the cost of returning the amount paid by the buyer in accordance with the contract.