> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Open Disputes, AliExpress > Open Disputes for AliExpress stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Card class:** [Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Marketplace](/nerve-centre/connectors#connectors-by-type) ## At a glance > **Open Disputes** counts the AliExpress Dispute Centre cases that are live against your store right now and waiting on you. Under AliExpress buyer protection, a case that you leave unanswered past the platform response window can auto-resolve in the buyer's favour, so this is not a passive scoreboard but a countdown you have to beat. For an owner, operations lead, or finance lead it is one of the most time-sensitive cards on the board, because a timely response or an early close-and-refund inside the window almost always costs less than a judgment against you. It pairs naturally with `aex_dispute_rate` for the store-level trend and with `aex_disputes_judged_for_buyer_30d` to see how many recent cases were already lost. | | | | --------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The number of AliExpress Dispute Centre cases currently open against the store, with unresponded cases flagged by how long they have been waiting. | | **Sample type** | Backend API data from AliExpress, refreshed in real time as cases are opened, responded to, escalated, or closed. | | **Why it matters** | An unanswered case can auto-resolve for the buyer once the response window passes, costing the order value and dragging down your dispute and account-health standing. | | **Reading the value** | Treat this as a worklist, not a trend. Any case unresponded for several days is an urgent task; the goal at every check is zero unresponded cases. | | **Currency** | Count of disputes. | | **Time window** | `RT` | | **Alert trigger** | `>0 unresponded for >3d` | | **Sentiment key** | `aex_open_disputes` | | **Roles** | owner, operations, finance | ## Calculation Vortex IQ reads the live state of every Dispute Centre case for the store, counts those still open, and tracks how long each has gone without a seller response against the AliExpress window. Cases that sit unresponded beyond the configured number of days are surfaced as alert rows. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example *A representative reading of **Open Disputes** for a typical mid-volume cross-border AliExpress store.* On 13 Mar 26 the card shows 5 open disputes, and 2 of them have been waiting on a seller response for more than 3 days, tripping the alert. The operations lead opens the list, sees both ageing cases are buyer claims of non-delivery on parcels that did in fact scan, uploads the Cainiao tracking as evidence inside the window, and resolves a third low-value case with an early partial refund to avoid escalation. By the next check no case is unresponded. For deeper investigation, use Vortex Mind to trace upstream causes; for natural-language exploration, ask Ask Viq. ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | ------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------- | | [`aex_dispute_rate`](/nerve-centre/kpi-cards/aliexpress/dispute-rate) | Turns the live case count into the store-level rate that feeds account health. | | [`aex_disputes_judged_for_buyer_30d`](/nerve-centre/kpi-cards/aliexpress/disputes-judged-for-buyer-30d) | Shows how many recent cases were already decided against you. | | [`aex_late_shipments`](/nerve-centre/kpi-cards/aliexpress/late-shipments-cainiao-sla-risk) | Surfaces the late dispatches that are a leading cause of non-delivery disputes. | | [`aex_return_rate`](/nerve-centre/kpi-cards/aliexpress/return-rate) | Connects disputes to the broader refund and return pressure on the store. | | [`aex_buyer_messages_unread`](/nerve-centre/kpi-cards/aliexpress/buyer-messages-unread) | Unanswered messages often precede a dispute, so clearing them prevents cases. | ## Reconciling against AliExpress Seller Center **Where to look in AliExpress Seller Center:** Open the Dispute Centre or Buyer Protection area where AliExpress lists active cases, their stage, and the response deadline for each, then match those against the card's worklist. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ---------------------------------------------------------------------------------------------------------------------------------- | --------- | --------------------------------------------------------------------- | | **Stage transitions.** A case can move from negotiation to escalation between syncs, briefly changing whether it counts as open. | Variable | Refresh both views before treating a one-case gap as an error. | | **Time-zone framing.** Response deadlines are shown in the Seller Center zone, while ageing is measured against your profile zone. | Marginal | Confirm both use the same reference zone when judging the 3-day flag. | | **Recently closed cases.** A case you just resolved may linger in one view for a sync before clearing. | Variable | Allow a short settle period after closing a case. | **Cross-connector reconciliation:** If the order originated on a connected BigCommerce or Shopify store, cross-check the fulfilment record to support your dispute evidence. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Open Disputes update?** It refreshes in real time, re-reading case states continuously so a dispute you respond to or close clears from the worklist at the next sync. **Q: Why does my AliExpress Seller Center show a different number?** Seller Center reflects the live case list too, but stage transitions, time-zone framing of deadlines, and the lag on a just-closed case can leave the two views briefly out of step. **Q: How does Open Disputes relate to other fulfilment metrics?** It is the live, case-level front of a chain that rolls up into `aex_dispute_rate` and `aex_disputes_judged_for_buyer_30d`, and it is often driven upstream by `aex_late_shipments`. **Q: Can I customise the alert threshold?** Yes, sensitivity thresholds are configurable per profile in the Sensitivity tab. Adjust to match your business baseline rather than relying on the generic default. *** ### Tracked live in Vortex IQ Nerve Centre *Open Disputes* is one of hundreds of KPI pulses Vortex IQ tracks across AliExpress and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.