How to Contact AliExpress Customer Service ?
Do you have a problem and are looking to contact AliExpress customer service?
Fortunately, several options are available to you to get help quickly.
Whether it’s for a dispute, a refund, or a simple question about an order, AliExpress offers a comprehensive help center, live chat, and even communication methods via mail and social networks.
This guide details how to navigate these options and choose the best one for your needs.
The AliExpress Help Center
Accessing the AliExpress Help Center is simple and direct. You just need to click on ‘Customer Service’ on the AliExpress site to be redirected there. Once there, you will find a comprehensive FAQ.
This section includes answers to common questions such as opening a dispute, tracking an order, or returning a product.
These step-by-step guides are designed to help you quickly and efficiently, ensuring a smooth user experience.
Another major asset is AliExpress’s virtual assistant. This interactive tool, available via the ‘Online Help’ button, uses artificial intelligence to provide immediate answers to your basic questions.
The advantage? It is accessible 24/7, perfect for getting help outside of normal customer service hours.
Using this assistant can save you time and guide you to the right procedure, even if your request is complex.
How to Directly Communicate with Aliexpress Customer Service?
To quickly contact AliExpress customer service, use the live chat.
Click on ‘Online Chat’ accessible from any page of the site.
This service immediately connects you to the chatbot Eva or a consultant to answer your questions in real time.
Regarding the protection of your personal data, AliExpress offers a specific email address: DataProtection.AE@aliexpress.com.
Use it for all requests related to your private information. This ensures an appropriate response under data protection laws.
However, be cautious with unofficial email addresses like support@aliexpress.com or dispute@aliexpress.com, which circulate on the internet.
These channels may not provide feedback and are not recommended for secure communication. For reliable assistance, always prefer the official means provided by AliExpress.
Can You Send a Letter to Customer Service?
Sending a letter to AliExpress customer service is not the quickest option, but it is possible.
For general inquiries, address your mail in China to the main headquarters: 969 West Wen Yi Road, Yu Hang District, Hangzhou, Zhejiang Province, 311121.
In France, the Alibaba group, owner of AliExpress, is located at 6th Floor, 6 rue Ménars, 75002 Paris.
However, communication by postal mail has limitations. The response time can be long and it is not ideal for urgent inquiries.
For more immediate responses, opt for live chat, social media, or the online help center.
These methods are faster and often more effective for resolving common user issues.
How to Contact AliExpress by Phone?
To reach AliExpress by phone, you must use the Alibaba group’s number: (+86) 571-8502-2088.
This is the main line available for questions related to AliExpress, although the site itself does not offer a direct number for customer service.
However, using the phone to contact AliExpress may prove less effective. First, waiting times can be long, especially during peaks in demand.
Moreover, the language barrier can complicate communication, as operators may not speak French fluently.
For quicker and more accurate responses, consider online options such as live chat or the help center.
These methods provide assistance at any hour, without the constraints of a phone call.
How to Contact Aliexpress on Social Media?
AliExpress maintains an active presence on several social networks, including Facebook, WhatsApp, Instagram, and Twitter.
These platforms offer a direct and quick way to communicate with their customer service.
To contact AliExpress via these networks, follow these simple steps:
- Go to the official AliExpress page on the network of your choice.
- Use the private messaging button to send your inquiry.
- Be clear and concise in your message to facilitate a quick response.
Contacting customer service via private messaging has several advantages. It allows you to document your interaction, which is useful in case of a prolonged dispute.
Furthermore, responses are often quicker compared to emails, especially if you contact during business hours.
Interacting with Sellers on AliExpress
Contacting a seller on AliExpress is simple and direct. From the product page, click on ‘Contact’ located under the seller’s name.
This action opens a messaging window where you can directly ask your questions or express your concerns.
In case of a dispute, using AliExpress’s messaging is crucial. Clearly communicate your issues and keep all correspondence for future reference.
These details can be essential if the dispute escalates.
To open a dispute, follow these steps:
- Go to your orders area.
- Select the order in question.
- Click on ‘Open a dispute’.
- Fill out the form detailing the issue and upload the necessary evidence.
Opening a dispute should be your last resort. Always try to resolve issues directly with the seller via messaging.
If that fails, the AliExpress dispute process helps to mediate and resolve disputes fairly.
Why Contact AliExpress Customer Service?
Here are the issues that most often prompt customers to contact AliExpress customer service.
If you cannot find a solution to your question, we also invite you to consult our comprehensive FAQ.
1. Shipping
When will my order be shipped?
After your payment, the seller prepares and ships your order within the timeframe displayed on the order page.
Typically, this takes up to 7 business days. If the seller does not meet this deadline, AliExpress cancels the order and refunds you.
You can cancel your order if you change your mind. For this, click on “Request order cancellation”.
If the seller does not act within 48 hours after a request made after March 16, 2020, AliExpress will automatically close the order.
However, if the seller refuses cancellation, discuss with them to find an agreement, especially if they have already prepared the shipment.
I have not received my package but it indicates Delivered
If your package is marked as “Delivered” but you have not received it, it may still be in the distribution process.
First check with your local post offices or the carrier. In France, you can contact Chronopost at 0969 391 391 or Coliposte at 0825 878 888.
For more details on the carrier in your country, use your tracking number on global.cainiao.com. Then click on the link to access the official website of the carrier and find their contact information.
Why do I have to pay customs duties and import fees?
2. Refund
When will I receive my refund?
AliExpress processes refunds with the utmost care, knowing the importance of your money. Usually, the refund takes from 1 to 10 business days after processing by AliExpress, depending on your bank.
To check if the refund has been made, visit the order detail page. If in doubt, contact your bank with the ARN number (if available) to track the status of your refund.
How to check the refund on my credit card?
To ensure that your funds are safe, follow these steps to verify your refund on AliExpress:
- Check that 20 business days have passed since the successful processing of the refund by AliExpress. If not, please wait, as it normally takes between 3 and 20 business days for the refund to appear on your bank account.
- Review the order details to confirm if the refund has been successfully processed.
- Contact your bank to track the status of the refund. Provide the ARN to your bank, if available, to facilitate tracking.
If your credit card is invalid or expired, click here for help on how to proceed.
3. Account Management
I forgot my password. Instructions for resetting
If you’ve forgotten your AliExpress password, follow these steps to reset it easily:
- Check the “Caps Lock” key on your keyboard to make sure it is not activated, as passwords are case sensitive.
- Avoid blank spaces before or after your password when entering.
- Reset your password by clicking here to go directly to the AliExpress recovery page.
How to change my email address?
To change your email address on AliExpress, follow these steps:
- Log in to your account on AliExpress by going to “My AliExpress Space”.
- In the Account section, click on “Change email address”.
- Complete the verification process. Enter your new email address and the verification code that will be sent to your current email address (login ID). Then click on “Send”.
4. After-Sales Service
What is the free return service?
The free return service on AliExpress allows you to return items marked “Free Returns” up to 90 days after purchase, or 15 to 7 days after receipt, depending on the product’s origin. The first return of each order is free.
Here is how to proceed in five steps:
- Access your order: Go to Account > View all.
- Choose Returns/Refunds.
- Select a reason for your return.
- Upload photos or videos and describe the problem, if necessary.
- Confirm and submit your request.
Once the returned item is received and inspected, the refund will be made quickly. If a return label is not available and you must pay shipping fees, contact AliExpress customer service after your refund to get reimbursed for these costs.
The product I received does not match the description. What can I do?
If the received product differs from its description, here are the steps to follow:
- Thoroughly examine the item upon receipt.
- Contact the seller to discuss a solution. Click on “Contact the seller” to send them a message, and attach photos or videos that clearly show the issue.
- Check your messages with the seller in the Message Center – Chats to follow the discussion.
- If you can’t resolve the issue with the seller, request a return or refund during the eligible period.
- If your order is eligible for the free return service, you can return the product within 90 days of the order, or 15 to 7 days after receipt, depending on the origin of the products. Click here for more information on the free return service.
5. Order and Payment
How to resolve payment issues?
CSC_7200015 Error on AliExpress : Our Quick and Effective Solutions
How to delete or add a card and manage it for payment?
6. Coupon and Promotion
How to get coupons or discounts?
How to use an Aliexpress token or coin?
Our Tips and Tricks
Best Practices for a Quick Response
- Prepare all relevant information before contacting customer service: order number, problem details, etc.
- Use live chat for immediate interaction, especially if the issue is urgent.
- Contact them during off-peak hours, early in the morning or late at night, to avoid prolonged waiting times.
What to do if standard methods do not work?
- Escalate the issue. Ask to speak to a supervisor if responses are not satisfactory.
- Use multiple communication channels. If chat does not work, try social networks or the online help center.
- Be persistent but polite. Repeat your request if necessary, but keep a respectful tone to maintain a good collaboration.
Conclusion
In summary, AliExpress customer service offers several contact methods tailored to your needs. Whether it’s via the help center, live chat, mail, phone, or social networks, each channel has its own advantages. Select the method that best suits your situation for an effective resolution of your problem.
We encourage you to share your experiences and tips regarding AliExpress customer service. Your feedback can help other users navigate these processes more easily and choose the best options available. Together, we can enrich our collective understanding and improve our use of this global platform.