AliExpress Package Arrived Empty: How to Get a Refund (2026)

TL;DR

If your AliExpress package arrives empty (box or envelope with no product), AliExpress's Buyer Protection covers this under "Empty Package" claim type within 15 days of confirmed delivery. You must file a dispute via the order page (NOT just open a chat), and AliExpress's dispute team reviews within 3-7 business days. Full refunds are typical for clear empty-package claims, especially with photo evidence of the package weight and the opened box.

Step-by-step: how to file an AliExpress empty package dispute

1. Do not throw away the package

This is the most important step. For empty package claims, AliExpress wants:

• The original outer packaging (with shipping label intact)
• Photos showing the package opened with no contents
• Photos showing the package on a scale (weighing the empty packaging)
• The shipping label as received

If you have already discarded the packaging, your claim is much weaker. Keep everything until the dispute resolves.

2. Take photos before opening further

If you receive a soft envelope or bag instead of a sealed box, the seller may claim you opened it during transit (which is not covered). Photos showing the seal intact before you open it are crucial.

3. Open a dispute (not just a chat)

This is the key difference from a chat. AliExpress disputes go through a formal process: AliExpress > My Orders > [select order] > Open Dispute > Item not received / empty package

Select "Empty Package" specifically (rather than "Item not as described" or "Item not received"). Empty Package has a separate claim path with stronger buyer protection.

4. Upload evidence

Required evidence:

• Photo of sealed package (before opening, if possible)
• Photo of opened package showing no contents inside
• Photo of the package on a scale showing significantly less weight than expected
• Photo of the shipping label (clear, readable)
• Optional: Photo of the original AliExpress listing showing the item

5. Describe the issue clearly

AliExpress's dispute form asks for a description. Be specific:

• "The package was delivered but contained no product."
• "I opened the package carefully and found only [packaging material] / nothing inside."
• "The package weight shown on the scale is [X grams], which is significantly less than the [listing weight of Y grams]."

6. Choose resolution

AliExpress gives you three options:

• Full refund (most common for empty package)
• Reshipment (seller sends the item again)
• Partial refund (you keep whatever was received)

For clear empty package claims, select "Full refund".

7. Wait for AliExpress decision (3-7 business days)

Seller has 3 days to respond. If no response or seller disputes, AliExpress steps in:

• AliExpress dispute team reviews evidence within 7 business days
• Decision is usually final
• Refund issued to original payment method within 3-20 business days after decision

What to write in your dispute letter

Strong empty package dispute letters include:

1. Clear statement: "The package was delivered but contained no product."
2. Evidence summary: Mention all photos attached (sealed package, opened package, scale weight, shipping label).
3. Buyer Protection citation: Reference AliExpress's official "Empty Package" claim type.
4. Resolution request: Full refund to original payment method.

Our AI extracts AliExpress's Buyer Protection language and writes a polite but firm dispute letter. Generate my AliExpress empty package dispute

Why empty package claims have higher approval rates

AliExpress treats empty package claims as one of the strongest buyer protection cases because:

• The shipping weight from carrier records usually shows a much lighter package than the listing weight.
• The seller's shipping label and your delivery confirmation match, so the package definitely arrived.
• Empty packages cannot be attributed to "buyer misuse" - the issue is clearly shipping/seller-side.

Approval rates for well-documented empty package claims exceed 90% (qualitative estimate, not a policy guarantee).

What if AliExpress declines the dispute?

If AliExpress declines, you can:

• Escalate within 15 days via the dispute page ("Appeal decision")
• Open a PayPal dispute if you paid via PayPal (PayPal has separate buyer protection that covers empty packages)
• Contact your credit card issuer for a chargeback (Visa/Mastercard both cover empty packages as "merchandise not received")

Common mistakes to avoid

• Filing as "Item not received" instead of "Empty Package" - these are different paths. Empty Package has higher approval rates.
• Throwing away the original packaging - this weakens the claim significantly.
• Not weighing the empty package - the weight comparison is often the strongest evidence.
• Filing only via chat (not opening a dispute) - chat cannot result in formal refunds.

FAQ

Q: Does AliExpress require me to return the empty package? A: No. For empty package claims, AliExpress does not require a return.

Q: How long does AliExpress take to refund? A: Refund is issued within 3-20 business days after dispute resolution, depending on payment method. AliExpress Bonus refunds are faster.

Q: What if the empty package was opened before delivery? A: File under "Package was opened in transit" - this is a separate claim type. Strong evidence includes tape that appears resealed, broken seals, or weight discrepancy.