How to contact AliExpress: This is how you can handle claims and connect with a real person—not a robot

If you order products from the well-known Chinese marketplace AliExpress, you’ll definitely be interested in the process for a possible item claim. This guide covers exactly that. Here are the basic points on how to contact AliExpress.

As you probably know, AliExpress is a marketplace where different sellers offer their products. Unfortunately, scams are also common there, so you’ll need to communicate about any claim or a refund. You’ll usually end up with a bot automatically, but we know ways to reach real people.

The main thing is to contact the specific seller

Before you use any other available methods to contact AliExpress, the main thing is to message the seller you bought the product from. You can also open a dispute within 15 days from delivery and address the issue immediately, but we’ll prepare a separate guide for that later.

During the one-year warranty period, you’ll mostly communicate directly via chat with the seller. Of course, you’ll need to know English or use Google Translate.

This is how you get to the contact-seller button from a regular page:

This is how you contact the seller directly from your list of orders:

This is how you contact the seller from the order details:

Don’t forget that we build an active community on Facebook with people who shop on AliExpress too. If you have any questions, you can reach out to our group Xiaomi Planet – A place for real Xiaomi fans.

Continuous AliExpress chat

If you’re reporting a problem with your order, you can use the fastest communication option: chat. AliExpress offers a chat bot (Eva), which logs in automatically when you start chatting. However, you can also connect via chat directly with a real person (an agent). You can enable it through this link.

This chat bot can help with basic questions about your order or issues if the product is damaged. But don’t expect detailed answers—usually the bot works with data provided by the seller and sends you automatic, pre-prepared replies.

How to communicate with a real person

If the bot can’t help, you can also contact an agent directly from the customer service center. First, you must briefly explain what the problem is using short replies like: “My order has not arrived” or “My card has been declined” and similar. Don’t write long answers, because the chatbot will ask too many questions.

The chatbot will respond for a while using learned phrases. You can also use the sentence: “I want to talk to an agent”, and you’ll get to a real person from the customer service center faster. If the agent is assigned to you, you’ll see it in the chat with the agent’s name highlighted. Then you can communicate with them about your issue.

Usually you’re assigned to an agent immediately, but it may happen that you’ll have to wait a bit because several people are already in the queue.

Chat via the web app

You can access the online chat via AliExpress.com or the mobile app. On the web, go to the “Account / Account” section. A pop-up window with the assistant Eva emoji will appear in the bottom right corner. After clicking the “Need Help? / Need Help?” button, the chat window will open.

If you don’t see this window, you can also click the “Customer Service / Help Center” item in the bottom-left corner. Then go to the “Chat now” icon. You can choose from predefined and most frequently used questions, but you can also type your own question about the problem.

Chat through the mobile app

You can also find the assistant Eva in the AliExpress mobile app. Just go to your account, click “Help Center”, and then “Online Service”.

The way the chat works in the app is the same as on the website. You can choose a preset question that suits you best, or write it directly.

However, if you want a real conversation with an actual seller’s staff member on AliExpress, there are additional options available.

On our Telegram you’ll find TOP products from AliExpress as well

Email communication

An alternative is email communication. Each customer can contact the seller at [email protected]. The message should include order details as well as a description of the problem. AliExpress operators will likely also request photographic documentation.

With this option, though, you need to be patient. The reply to an email will likely take several days. Don’t send repeated additional emails about the same issue, as this behavior only prolongs the resolution and clogs the system.

Contact via social networks

The last option is to contact the seller via the social networks of the AliExpress.com marketplace. Even with this method, the relevant administrators can help you with your issue or guide you to a specific seller or link.

Although AliExpress offers its official profile on Facebook and Instagram, the fastest response is probably through a post on Twitter or via a message on Messenger. There’s also WhatsApp—so choosing the platform is up to you and your personal preferences.

In some countries, there’s also a phone call

In some countries, you can also ask an AliExpress operator to help you by phone. To book a call with an operator, you need to tag the order you want to ask about. The operator will then know in advance the details about the product that’s causing the problem.

However, please note that this option is fairly new and therefore not available worldwide in most countries. Also, the option to reserve a phone call for a specific time period is available only in selected regions.

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