How to refund and return the goods received in 1688?

When a buyer receives goods with product problems, or has another valid reason to return them, 1688 has a structured refund process. Here's how it works, step by step.

Step 1: The Buyer Applies for a Refund

1. Open the refund request. In "My Ali," go to "Buyer Transaction Management," click "purchased goods" to find the order you need a refund for, and click "Apply for refund" at the end of that order's row.
2. Select the refund item. A new window opens where you choose exactly which item(s) in the order you're requesting a refund for.
3. Fill in the refund agreement. On the refund-agreement page, set "Goods status" to reflect that the item has shipped, and specify whether you've received all, part, or none of the goods. Then fill in the detailed reason for the refund request.

Step 2: The Seller Reviews the Request

Once submitted, the request goes to the seller for review. The seller can agree to the refund, propose a partial refund or exchange, or dispute the request if they believe the goods were not faulty or the claim doesn't match the order.

Step 3: Returning the Goods (if Required)

If the seller requires the item to be sent back before issuing a refund, 1688 will prompt you to enter the return shipment's tracking number once you've shipped it. Keep the original packaging and any proof of the product's condition (photos, videos) in case the seller disputes the claim.

Step 4: Refund Is Issued

Once the seller confirms receipt of the returned goods (or agrees to a refund without a return, for cases like non-delivery), the refund is issued back to your original payment method through 1688's payment system. Processing times vary by seller and payment method.

Step 5: Escalating a Dispute

If the seller doesn't respond within the platform's response window, or you disagree with their decision, 1688 allows you to escalate the case to platform-level dispute resolution, where 1688 staff review the evidence from both sides and make a final call.

Tips for a Smoother Refund

• Document everything — photograph the goods and packaging as soon as they arrive, before you unpack them fully.
• Be specific in your refund reason — vague requests are more likely to be disputed by the seller.
• Act promptly — most refund windows are time-limited from the delivery date, so don't wait too long to file a request.

Navigating supplier refunds and returns can be time-consuming when you're managing multiple 1688 suppliers directly. ZQ Dropshipping handles quality inspection before goods ever ship to your customers, and manages supplier-side refund and return communication on your behalf when an issue does come up.