How to Handle Damaged Goods from China Orders: Claims and Refunds

So you finally got that cool gadget or trendy fashion piece you ordered from China — but wait… it’s damaged. Bummer, right? Don’t panic. You’re not alone. Thousands of global shoppers face this issue every year, especially with cross-border e-commerce booming. The good news? You *can* get a refund or replacement — if you know how to play the game.

Why Damage Happens

Let’s be real: shipping from China to the U.S., Europe, or elsewhere involves multiple hands, long distances, and sometimes rough handling. According to Logistics Insight Asia, up to 7% of cross-border parcels from China arrive with some form of damage — from crushed boxes to broken items.

Step-by-Step: What to Do When It’s Damaged

1. Inspect Immediately: Open the package in front of the delivery person if possible. Take photos — lots of them. Clear images of dents, cracks, or water damage are your best evidence.
2. Contact the Seller ASAP: Most AliExpress, Taobao, or 1688 sellers offer buyer protection. Message them within 48 hours. Use phrases like “Item arrived damaged” and attach your photos.
3. File a Dispute: If the seller ignores you or refuses, open a dispute on the platform. On AliExpress, this is under “My Orders.” Choose “Received Damaged Goods” as the reason.
4. Wait for Resolution: Platforms usually side with buyers when proof is solid. Average resolution time? 3–7 business days.

Refund vs. Reshipment: Know Your Options

Sellers might offer a partial refund, full refund, or resend the item. Here’s what to expect:

Data source: eCommerce Shield Report 2023

Pro Tips to Boost Your Claim Success

• Video Unboxing: Record yourself opening the box. This adds undeniable proof.
• Keep All Packaging: Don’t toss the box or padding. The carrier may want to inspect it.
• Check Shipping Insurance: Some platforms (like DHgate) include free insurance for orders over $100.

When the Seller Says No

If the seller denies responsibility, escalate to the platform’s customer service. Provide all evidence calmly and clearly. Most platforms have arbitration teams that review disputes fairly.

Final Thoughts

Getting a damaged item isn’t the end of the world. With the right steps, you can turn frustration into a smooth resolution. Remember: act fast, document everything, and don’t be afraid to stand your ground. Chinese sellers rely on positive reviews and platform ratings — so they often prefer to settle than risk a negative mark.

Stay smart, stay documented, and keep shopping global — just a little more wisely.