What to do to the consumer if the goods were not delivered on time? Return of goods in the online store: We understand what to do what to do if the order

From the point of view of protecting the rights of both parties to the transaction - both the buyer and the seller - the purchase of goods remotely has large risks. Because of this, as well as due to the popularity of such a method of making purchases between the participants of the transaction, various disputes often arise.

One of the topics for disputes is the purchase of a parcel, which is sent by mail cash on delivery. It is important to know what rights to do with the buyer and the seller, whether there are legal grounds for refusal and what may be the consequences.

Cash on delivery is such a way to buy goods remotely, in which its value is made only after receipt. Unlike prepayment transactions, the risks from this method are mainly lowered on the seller. They are as follows:

Cash on delivery - parcel paid after receipt

1. The seller will have to additionally visit the post office to pick up money for the goods.
2. A large delay between the sale of goods and the receipt of money for it leads to the fact that the trade turnover of the seller slows down.
3. The buyer can simply not pick up the parcel, and then it will be sent back. In this case, the seller will pay both the cost of shipment and storage services, which will eventually turn a considerable amount.

For the buyer, the main inconvenience is that he has to pay for the cost of shipment in a double size - for its goods and for sending money back.

During the time, the order will be delivered, its financial situation can change significantly and there will simply not be money for buying goods. Therefore, you need to know how to correctly refuse to pay cash on delivery and what risks can occur.

How to refuse to pay cash on delivery?

The reasons for refusing to receive the parcel from the buyer may be such arguments:

• there are doubts about its contents (for example, if a large thing was ordered, and the size or weight of the box speaks about the opposite);
• the cost of parcel does not correspond to the price of the goods on which it was acquired;
• the buyer simply changed his mind to buy an order or is not able to do it (went to another city, is in the hospital, etc.).

You can refuse to receive a parcel regardless of which one thing in it is (even if it is included in the list of goods that are not refundable). This is due to the fact that before receiving the parcel by the buyer, the purchase and sale transaction is not considered and the product remains owned by the seller.

The procedure for refusing to pay by cash on delivery can be carried out in two ways:

1. The buyer can appear on the mail and in writing to refuse to receive the parcel or put the appropriate marker in the notice. The basis for this will be 40 rules for the provision of postal service services, which are approved by the Decree of the Government of the Russian Federation No. 221 dated 15.04.2005. In this case, no payment will not require it, and the goods will go back to the seller.
2. The buyer may simply ignore the notice from the post office and not appear for receiving the parcel. After a certain period (about a month), the goods will be sent back. At the same time, even if the recipient received a notice of the parcel and signed in it, it does not impose any additional obligations.

Of course, the first option will be more honest and fair towards the seller, but the second way of behavior is completely legal. However, in each of these cases, certain consequences may come for the buyer.

Possible consequences of refusal

To avoid trial, warn the seller about refusal

The only legitimate action that the seller can do is filing a lawsuit. Since the order of the goods is remotely - this is a special way to conclude a sale transaction, its sides arise certain rights and obligations.

Buyer, even though he has the right to give up the acquisition of things, all the same is obliged to reimburse the seller the cost of its delivery.

In accordance with paragraph 20 of the Rules for the sale of goods by the remote method, approved by the Decree of the Government of the Russian Federation of September 27, 2007 N 612, the transaction of the retail sale of goods by the remote way is considered to be concluded from the moment the payment was made or the seller received an order from the buyer to acquire it . Therefore, if the seller has evidence of ordering, he can recover from the buyer the costs incurred by them.

However, in practice, this option is almost never found. This is due to the fact that the cost of shipment is not so great, so it will not be sudden because of such a sum will there be any more or less solid store.

If the seller works on the cash on delivery scheme, the risk that the goods do not redeem, should be laid in his expenses or included in the price itself. But besides the threat of a possible trial, other consequences are also possible:

1. Enabling the client in the blacklist of the store. There are not all such lists, but most sellers still practice drawing up. It includes all customers who did not fulfill their obligations to the seller. In the future, this may turn into the fact that the store simply will not cooperate with such a client and will even give data about it to other sellers.
2. Sale debt collectors. This method Not quite legitimate, however, practiced by some stores. His essence is that the employees of the collector agency call the unscrupulous buyer and demand the purchase of the parcel, threatening or insulting it. Of course, all this is illegal and a special threat carries, but there is also a pleasant one.
3. Restriction on future transactions. With further registration of orders in this store, the Buyer can put a condition for making a prepayment and even refund for postal expenses for the previous parcel.

But all these risks are not very high and are most often applied in relation to those buyers who have not redeemed the parcel repeatedly.

The need to refuse cash on delivery may arise from any, even the most responsible buyer. To enroll in this situation, legally and fairly in relation to all parties of the transaction, you need to adhere to these rules:

1. It is worthwhile to warn the seller as quickly as possible about the refusal to redeem the parcel and explain the reasons for this. Of course, it will not save it from expenses for delivery, but at least it will not have to pay for postal services for the storage of goods.
2. Another way to protect the seller from additional spending is to come to the mail and write a refusal to receive the parcel. In this case, she will immediately go back and pay the cost of its storage also do not have to.
3. It is better to buy goods with prepayment and at the moment when there is money on it. In this case, the risks go to the consumer, but if the transaction is performed with a large and reliable online store, their level is low.

It is important to remember not only about your interests, but also about the seller. In order to calmly make purchases on the Internet and not be afraid of a lawsuit or threats of collectors, it is better to try to fulfill their obligations or at least notify the store about your unwillingness to redeem the parcel.

If you order in one order several goods on Aliexpress - the seller, it will be likely to trigger you - send you an incomplete order. For example, putting in the package instead of the 5 T-shirts ordered, just 3.

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

It is possible that they are not the stores themselves in this, because most of them are dropsters that redirect our orders to suppliers. Perhaps we are trying to deceive our suppliers themselves, but things do not change. The fact remains a fact - often we get an incomplete order with you.

You can protect yourself from deception only by providing the evidence store in the form of a video on which the process of unpacking the parcel is visible, in which the exact amount of sent to the goods is seen. Therefore, always open the parcels - removing this process to the camera's camera.

So let's wonder what to do if the parcel has come to Aliexpress not fully with all orders that you ordered.

The discovery process of the dispute will give the example. One seller had 2 orders, one order - 2 Losin, in the second - 4 losine was ordered.

Paid, after some time - the seller sent our parcels, and we were safely received.

On the labels of packages, the number of losine was written, which was ordered.

But, the filing of the packaging caused doubt, it was painfully small and "thin" they were. Do not matter, turn on the camera and start unpacking.

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

Well, we open the dispute - we are not accustomed to us. It is for such reasons that we opened the disputes not one dozen times.

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

Open the dispute due - the incomplete parcel came from Aliexpress

We go, in our orders, we find the "open dispute" we need and click.

Now it is necessary to fill out the form.

We indicate that we want to return the money; We have goods received, but does not correspond to the ordered quantity. We indicate the return amount - for missing leggings and describe the problem. Next, you load the video unpacking and click "send".

Incomplete parcel with Aliexpress - Results

As soon as the dispute was opened, he automatically aggravated. Most likely, complaints came to this seller, so the Aliexpress team controls the disputes that pass through this store.

After this dispute was opened - we took up the opening of the dispute on the second order.

The seller, began to immediately send us messages, recognizing his mistake and keeping around to close the dispute.

Messages came one after one. I see the seller waiting for a harsh punishment from Aliexpress, because the messages began to come even on the phone (there was no such thing for 2 years). And the seller began to promise to send even two losine more laid.

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

He wrote in the message that they would cancel the dispute and wait for the new track number. They warned that if the number would not be tracked - re-open the dispute.

After that, we canceled the dispute, before the cancellation - the Aliexpress system notified us that while the order was under the protection of the buyer, we will be able to re-open the dispute.

And we pressed "cancel".

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

Summarize

This dispute could be completed differently. We would have won it for sure, and most likely the seller would have been punished by the playground, but why not give the store a chance, despite the fact that he tried to cheat.

In situations where the entire goods ordered by you came with Aliexpress, it is important not to make mistakes. And in order not to do - remove the unpacking parcels on the video and you will always be protected.

If you do not have the video, unfortunately - the dispute you will lose. You can not prove anything to neither the seller nor the aliexpress team.

The parcel with the order from China goes on average 15-45 days. If you made an order for Aliexpress, and the parcel does not come recommend to check the status of tracking the parcel if it is tracked, the high probability that you get your package.
If the parcel is monitored, and the order protection time expires, then write the seller to extend the order protection time.
In any case, to open a dispute in the early stages is ineffective, as the seller will most likely be rejected. Next, we will tell you in detail what to do if the goods with Aliexpress still did not come.

What to do if the goods did not come to Aliexpress, and the time protection time ends?

If you checked and the parcel is not tracked, we write a message to the seller. If the seller does not respond for a long time or the order protection timer ends, then open the dispute immediately.
In order to open a dispute, proceed according to the instructions below:

1. We go to the "My Orders" section on Aliexpress.

2. Find an order that you did not receive. Next to the description of the product clicks the "Open Spore" button.

The dispute can be opened no earlier than 10 days after the seller sent the parcel with the order for the time of the order protection time and before you confirm receiving the parcel. Plus additionally on the opening of the dispute you have 15 days after the end of the order protection.

3. After clicking the Open Dispute button, you will find a window where you will be offered "only return" or "Return of goods and money." In case you have not received the goods or got it, but it does not meet the declared description, it is dissatisfied that you do not want to return it to the seller, then press the "Return only" button.
Under other circumstances, for example, if you return the purchased goods under warranty or you agreed with the seller, click the "Return of Goods and Money" button.
But it is in our case that, since we didn't get the goods, we press "only a refund":

This window should appear before you, you will be offered. possible reasons To open a dispute from which you need to choose the right:

Delivery Problems (Logistics Tracking Problem)
- Protection of the order expires, but the parcel is still on the way
- Transport company returned the order
- There is no tracking information (this item is often gray and unavailable due to the fact that the seller seems to be the track, so if the parcel does not sing, it is better to choose the first point that order protection expires, but the parcel is still on the way)

Customs problems (Customs Problems)
- Customs duty too high, I do not want to pay

Other (Other)
- The seller sent an order to an invalid address.

5. Indicate the amount of the return and specify the details why you want to return the money (the reason for the dispute should be described in English, if you do not own English, use the online translator). If necessary, attach photos, video materials.
After filling this small questionnaire, press the "Submit" button.
All dispute is open.

6. The seller is usually given 5 days for which it can either take your dispute or offer its dispute decision and can attach his evidence, and if the seller does not respond in any way, the dispute will automatically close your favor. If you come to the consent of the dispute closes and you will need to wait for the return of the purchase.

If negotiations are not leading anything, the dispute will exacerbate.
With the exacerbation of the dispute, it passes to the representatives of the Aliexpress website representatives.
The aggravated dispute is usually considered during the week and his decision can both in favor of the buyer and in favor of the seller it all depends on the causes and arguments.

What if the goods did not come to Aliexpress, and the order protection time ended?

In this case, if the ordered goods with AliExpress did not come, and the time protection time ended, you have 15 days after the end of protection, during which you can still open a dispute, so watch the timer. If this term is over, then open dispute will not be impossible and will not be able to return money accordingly. The time protection time can be viewed in the list of your orders.

Have questions? Ask your question in

Anna, according to the articles of the Decree of the Government of the Russian Federation "On approval of the rules for the sale of goods by remote method":

21. The buyer has the right to abandon the goods at any time before its transfer, and after the transfer of goods - within 7 days. IN
case if information on the procedure and timing of the return of goods proper
quality was not provided in writing at the time of delivery
goods, the buyer has the right to abandon the goods within 3 months with
the moment of transfer of goods. Return
goods of proper quality is possible if it is saved
foreign view, consumer properties, as well as a document confirming
the fact and conditions for the purchase of the specified product. No buyer
the specified document does not deprive it with the opportunity to refer to others.
evidence of the purchase of goods this seller. Customer
not entitled to refuse the goods of proper quality having
individually defined properties, if the specified product may be
used exclusively acquiring it by the consumer. For
the buyer's refusal from the goods the seller must return to him
paid by the buyer in accordance with the contract, except
seller's expenses for delivery from the buyer of the returned product, not
later than 10 days from the date of presentation by the buyer
relevant requirements.

25.
The seller is obliged to transfer the goods to the buyer, the quality of which
complies with the contract and information provided to the Buyer at
concluding the contract, as well as information brought to his information
transfer of goods (in technical documentationattached to the goods on
labels, by applying marking or in other ways,
envisaged for certain types of goods).
the lack of conditions in the contract on the quality of the goods the seller must
transfer goods to the buyer suitable for the purposes for which the goods of this
the genus is usually used. If
the seller at the conclusion of the contract was supplied by the buyer in
fame of specific purpose of acquiring goods, the seller is obliged
transfer the buyer a product suitable for use in accordance with
these goals. If a
otherwise not provided for by the contract, the seller is obliged simultaneously with
transfer of goods to transfer the appropriate accessories to the buyer, and
also related to the product Documents (technical passport, certificate
quality, instruction manual, etc.), provided for by the legislation of the Russian Federation.

34. B.
case if the return amount paid by the buyer in accordance with
contract is carried out undesown with the return of goods by the Buyer,
return of the specified amount is carried out by the Seller with the consent of the buyer
one of the following ways: a) cash cash at the location of the seller; b) postal transfer; c) by transferring the corresponding amount to a bank or other account of the buyer, specified by the buyer. 35. The costs of returning the amount paid by the Buyer in accordance with the Treaty bears the seller.

Closing an order for Aliexpress - the last stage of the order. Orders are closed if you have received a confirmation of the receipt of the goods, and the time has expired to open the dispute. Completed orders are transferred to the archive and persist in the shopping history. You can close only those orders that have been received or completed automatically when the dispute is closed. All operations are fixed in the system. If the order is closed without delivery or closed until the moment was obtained by obscure reasons, such an action is suspicious. Close the order can only the user, on the basis of obtaining or dispute about the return of funds in the absence of goods. No other to close the order cannot, including the seller. About how to do if the order is closed to Aliexpress, we will tell further.

Why is the deal on Aliexpress closed without delivery?

The Aliexpress website provides its customers with a guarantee of honest transactions, therefore protects against various fraudulent actions by sellers and always helps to solve issues related to non-standard orders situations. Closing the order is not immediately after it is received. The process of obtaining orders passes several stages: payment - processing and departure - delivery - receipt. After issuing an order for hands, the buyer must confirm receipt in the system. For this is 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 on a dispute. After this time, orders are automatically closed and archived.

If the transaction on Aliexpress is closed without delivery, the violation of the seller is revealed. Perhaps the store is temporarily frozen or there are complaints about the work of the store. In this case, all orders during the processing stage are completed to prevent new complaints. Closing a dispute without delivery means that money for goods will be returned. In this case, there are 2 options: contact the site administration to clarify the status of the order, or open the dispute and in the order of the dispute to resolve the issue of returning funds. The deal on Aliexpress can be closed without delivery when canceling an order, 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 the order before payment or after. If you paid the goods, then after the cancellation of the order, it will be closed, and the money is returned to where they were written off.

The transaction can be closed without delivery if the goods are no longer available. All products in limited quantities, so, if all units are sold out, and you have already paid goods, it will be closed without delivery, and money is returned. If the order is closed by the site administration, the user will receive a notice to the mail about the causes of this solution. In this case, even the paid order is delivered. If the reason for closing the order is not installed or problems with the closing of the order, contact the site support service.

What if an aliexpress order is closed?

If the order was closed, first of all, you need to establish the cause. It is worth noting that only users via personal account or website administration can close or complete the order. If you went to "My Orders" and saw that the status of the departure "Order is closed", one of the possible problems could serve as a reason:

Cause	Explanation
The order was closed by the user	The order status may change due to the fact that the buyer accidentally pointed out "Confirm receipt". In this case, the order is closed without the possibility of opening the dispute.
The order was canceled	If you specify "cancel the order" after payment, the seller must return the money, and the order will be completed. If the seller managed to send an order before you canceled it, the order will be automatically completed
Sports was opened	After the user opened a dispute, and it was resolved, after completing the dispute, it will be closed automatically by the site administration
The order is closed automatically	If the goods are paid, but the seller will not send it during the processing date, which is listed on the site, the order will be canceled automatically and marked as "complete". Money will return to the buyer
The order is closed by the Administration	If the seller is suspected of fraud or made an action that violate the policy of the site, the order can be frozen until the circumstances are clarified. In this case, if violations are not identified - the order will be delivered, if installed - the system will return to you

It is worth noting that Aliexpress provides maximum security to customers making orders on the platform, so the cancellation of orders without establishing a specific reason is excluded. Also, orders are closed automatically if the buyer's protection has expired, and the user has not accomplished any actions, that is, did not confirm receipt and did not open a dispute. In this case, as soon as the time expires until the order is completed, it will be closed automatically.

In case the order is closed randomly, it is impossible to restore it. The user has a limited time to open the dispute over the closed order. After the expiration of this period, the order is transferred to the archive. In this case, you need to expect the goods and hope that it will come. That is why, you never need to confirm the order before it is received, especially if this is asking for the seller, and follow the status change as the order processing. If the order was not confirmed, then the confirmation time will expire and status will change to "completed".

Neither track or open the dispute over long-closed orders will not work. In case the order status has changed to completed by an obscure reason, there is one way out - open the dispute. As soon as noted that the order status is "Completed", specify the "Open Spore" button. Next, specify a full refund and fill out the form. In the field to explain the reasons, let the seller about the problem arising. Open the dispute to the completed order, which actually did not come, you can still. In case you confirm receipt and the product came, the order will be closed automatically. When the dispute is completed, it will also be closed. Then, it will be possible to see the return stages of funds in the order history. The money on the dispute is returned for 3-7 days.

If the order is closed due to identifying fraudulent actions by the seller, then you need to contact the administration. Write to support service to clarify the reasons for this solution. Frozen orders are checked during the week. If the seller turned out to be a fraud, then the buyer will be returned to the money. Completed orders for the goods received can also be challenged. In this case, it is necessary to apply for a dispute during the week, after confirming the receipt of the order. All information about the status of the order, return stages and completed orders, can be viewed in personal Cabinet In the "My Orders" section.

Video: If you have closed the order on Aliexpress, what to do? Aliexpress closes orders

The Aliexpress site itself does not close orders and is always loyal to the problems arising from users. If your order has the status "Completed", make sure that you have not closed it yourself and have not confirmed receipt. Orders in disputes are automatically closed after the decision on the dispute. In other cases, the closure of the dispute is administration - a precautionary measure to protect the buyer. If you have any questions about completed orders or a problem that the order was completed without your knowledge, we recommend watching a video what to do if you closed the order on Aliexpress, what to do? Aliexpress closes orders: