There aren’t a myriad of ways to get in touch with AliExpress customer service . Indeed, the e-commerce site favors a single means of communication: dialogue via the chat on the AliExpress website . Please note that you will need to chat in English with the customer service agent. Indeed, Ali Express customer service agents do not speak French. Also, prepare your dictionary!
- 1 How do I contact AliExpress customer service by phone?
- 2 How do I contact AliExpress customer service through social networks?
- 3 Contacting AliExpress Customer Service about an order
- 3.1 Find a product
- 3.3 Contact a Seller
- 3.4 Wishlist and shopping card
- 3.5 How to order ?
- 3.6 Check my order
- 3.6.1 Why was my order closed?
- 3.6.2 Can I change details of my order such as delivery, size or color of the product?
- 3.6.3 How to cancel an order ?
- 3.6.4 I can’t find my order on my account, what should I do?
- 3.6.5 Why has my order been frozen?
- 3.6.6 How do I confirm delivery once I have received my order?
- 3.6.7 How to cancel an order ?
- 4 About payment
- 5 About my order
- 6 About Aliexpress Customer Service
How do I contact AliExpress customer service by phone?
However, if you absolutely want to contact an AliExpress agent by phone , you can do so by calling an information number such as 118808 (see advertising banner at the top of the page). AliExpress does not provide its phone number, so you will not find it on the internet. By calling the universal information number, you will be put in touch with a specially trained advisor with exclusive professional directories . Also, the agents who answer you will be able to provide you with a phone number through which you can reach AliExpress customer service .
You can contact AliExpress customer service using social media . The advantage of using social networks is that you will come across the local branches of the platform. In other words, you are sure that someone will answer you in French, which is not necessarily the case if you use other means of communication.
Contact AliExpress customer service through Facebook
To get in touch and reach the customer service of AliExpress via Facebook , simply go to the Facebook page of AliExpress France . Then write on the wall of the page. You can also send a private message to AliExpress using Messenger. To do this, click on “Send a message” on the right of the page.
Contact AliExpress customer service via Twitter
To contact AliExpress customer service via Twitter , log into your Twitter account. Then go to AliExpress’s Twitter page and send a message to AliExpress . AliExpress has significantly fewer followers on its Twitter page than on its Facebook page. So give preference to Twitter, so you will have a faster response to your request.
Contact AliExpress customer service via Instagram
To contact AliExpress customer service via Instagram , you must be logged in. Create an account if you don’t have one or log in automatically if you already have one. Then go to the AliExpress France Instagram page . Click on a photo and comment on it. AliExpress agents will respond to you directly on the page. You can also send a private message to AliExpress by going to the main page and clicking “Send Message” at the top right of the page.
To get in touch with customer service via the chat , go to the AliExpress website . At the bottom of the page, you will find a white band where the following information is indicated:
– Quality & Price
– Worldwide Shipping
– Secure Payment
– Shop with Confidence
– 24/7 Help Center
– AliExpress on your mobile
Just below, you will find on the left a proposal to subscribe to the Newsletter. On the right, a “How to buy” section and another “Customer Service” section . Under the “Customer Service” pane , you find three options: “Customer Service” , “Transaction Service Agreement” , “Take our Survey” . Click on “Customer Service” .
You then come across a page written entirely in English, dedicated to AliExpress customer service . At the bottom of the page, on the left, you will find a small yellow “Chat Now” button . Click on this button.
You are then on a new page, where you are asked to choose a category among the following proposals:
– My orders: “ My Orders “
– My account: “My account”
– Promo and reduction codes: “Coupons and promotions”
– Return and refund: “Returns and refunds”
– Payment: “Payment”
– Terms and conditions: “Terms and conditions “
Choose the option that corresponds to your request. You will need to complete all three requests before you can contact customer service. Once all three requests are complete, click Chat Now at the bottom of the page. You can then chat with an AliExpress customer advisor .
If you do not speak English well, Services Client Pro provides you with all the information provided on the AliExpress site below. You will find details of each section below.
Contacting AliExpress Customer Service about an order
Find a product
How do I report a seller or a product?
You have a basket on Ali Express . To file a complaint , go to the product detail page, and click on “Report Item ”. You can access the report and dispute under the “Help at the top of the page.” Finally, you can access the complaints center in the My AliExpress page, Manage Reports tab, you will be able to make all your complaints.
How to find a product ?
To find a product, type the product name in the search bar at the top of the page. Products can be viewed by name, brand, artist, number, etc.
How do you find a good salesperson?
There are many ways to find a good salesperson . One of them is to filter sellers by ranking . For example, only choose five-star sellers. List customer reviews and the percentage of positive reviews . This will give you an idea of the reliability of the seller. Finally, if you are still in doubt as to the reliability of the seller, do not hesitate to contact him through the dialogue window . A good salesperson is necessarily invested in the customer relationship and will respond to you. Conversely, if you do not get a response, it is likely that you are facing a bad salesperson.
I have questions about the details of a product
If you have any questions about any product details, contact the seller by email or directly through the chat using TradeManager or personal message. You can find the seller’s contact details on their page, on the Shopping Cart, in the Wish List, on the order page.
Do I have to pay customs fees and import taxes?
You may have customs duties and taxes payable when purchasing from AliExpress. This is possible in several cases:
– You will need to pay if duties and taxes are not included in the item price and the overall shipping charges you pay to the seller. This is often the case on AliExpress.
– When you buy on AliExpress, you are purchasing your products from overseas sellers .
This is why sometimes you will be asked to pay customs duties. Taxes may depend on the country your order was shipped from, the type of items you purchased, their value, and the weight of the product you ordered. Different countries may have different tax policies for specific products. It is always better to confirm it with the seller or your local customs authority. You are responsible for VAT on all purchases made on AliExpress. This can be done through the VAT authorization procedure of your local customs authority in your country of residence. Please Note: Customs duties and taxes are never paid by AliExpress. To avoid any unforeseen surprises, please pay attention to the following points:
– Ask the seller if you need to pay additional import duties, taxes or other customs related charges.
– Contact your local post office or customs office to find out more about customs duties and taxes in your country.
– Import duties, taxes or other customs related charges are normally collected by shipping companies upon delivery.
– Sellers are not responsible for delays caused by customs office in your country.
– Additional costs or delays may occur during international transportation.
– Some sellers offer domestic delivery, which means they will ship your order from a warehouse in your country. In this case, you will not have to pay any additional costs.
Contact a Seller
A seller does not answer me, what should I do?
If you have placed an order and the seller does not contact you page, you can
– Cancel your order
– Find another seller
– Start a dispute with him if you are not satisfied with his services
How do I get a seller to stop messaging me?
To stop receiving messages from a seller, log in and go to the message center . Click on one of your conversations and click on “Add to blacklist” . Confirm the request and you’re done. The seller will no longer be able to contact you.
Wishlist and shopping card
How do I manage my shopping card?
You can add up to 100 products to your card and buy them all at the same time. To do so, click on “Buy all from this seller” . Otherwise continue shopping.
What is my wishlist for?
The wishlist is used to select your favorite products and store them in your AliExpress account. You can create up to 10 different wishlists and organize them however you want.
How to order ?
I cannot place my order for security reasons
If AliExpress detects a potential risk, your order will be blocked. Please check whether you noticed any abnormal behavior when placing the order and re-order.
How do I place my order?
When you have found a product that you like, make sure you have all the characteristics of the product such as size or color. You can also find more information at the bottom of the page.
Some sellers offer discounts and coupon codes. You will find them in their store and details on their page.
When you are ready to place your order, click Buy Now , continue with your checks. You can also add the product to your wishlist or your shopping card to resume shopping later and place the order later.
If you want to buy all the products, click “ Buy all” to place the order.
Please note: once the order has been paid, you cannot change the delivery address. However, you can contact the seller to send him the new delivery address to enter.
Why can’t I place an order?
If you can’t order, check to see if you are having one of the following two difficulties:
– The verification code is incorrect . Make sure you enter a valid code.
– Make sure your information only contains French letters .
Please note: you will not be able to place an order if you are in China or your account is registered as a seller account.
How do I register my delivery address?
On your My AliExpress page, you can add your postal address and multiple addresses. You can integrate several different delivery addresses and choose the correct addresses depending on the product purchased.
Check my order
Why was my order closed?
When an order is closed, we send you an email including the details and reasons . You can also find the reasons for your order closure by going to your AliExpress account. Click on ” My Orders ” and view your order details. Everything will be explained.
Can I change details of my order such as delivery, size or color of the product?
Unfortunately it is not possible to change the details of an order once it has been placed. You won’t be able to do anything from the AliExpress interface. However, you can contact the seller directly and try to come to an agreement with him.
How to cancel an order ?
You can cancel your order before it is shipped . Go to the My Orders page . And click on Cancel my order.
I can’t find my order on my account, what should I do?
To check your order, go to your orders. If you can’t find the order you placed, please check
– That you have not inadvertently canceled your order. To check it click on Canceled Orders .
– That you have not permanently deleted the order. If this is the case, you will no longer find any trace of the order on your AliExpress account.
– That you haven’t created different AliExpress accounts. It would then be possible that you placed your order with another account.
If you can’t find your login credentials, you can chat with a customer service advisor who will give them to you.
Why has my order been frozen?
AliExpress customer service will contact you if your order has been frozen. You can find the reasons for this on your AliExpress account by clicking on View details.
How do I confirm delivery once I have received my order?
If you have received your delivery correctly and you are satisfied with the products that have been delivered to you, you will need to follow the following steps to validate your order :
Step 1: Log in to your account and go to your order
Step 2: Confirm receipt of the order
Step 3: Select the product you have received and click on “confirm receipt”.
The order is now complete, you just have to enjoy your product .
How to cancel an order ?
Once an order has been placed you can follow the next steps if you ultimately wish to cancel it.
Step 1: return your orders. Find your order.
Step 2: Once your order has been found, click on the trash can at the top right of the order page.
Step 3: Click Delete Order.
If you want to permanently delete the order, go to the deleted orders, and click Delete Order .
Can we pay by Paypal on Aliexpress?
The answer is not obvious, since it has been the subject of a recent change. Before July 2017, it was not possible to pay via Paypal on Aliexpress . However, since July 2017, it is now possible. Three payment methods are allowed by Aliexpress:
– payment by card ( Visa, Mastercard or Maestro);
– payment via Paypal (with an additional billing of 0.69 € for a Paypal payment)
– or another payment method (visa, mastercard, maestro, American Express or other).
Until then, Ali Express did not work with PayPal. But faced with competition from new online shopping websites like Wish , Gearbest , Joom and others, Ali Express has decided to no longer impose any restrictions on its users . So PayPal was added as a new payment method .
Be careful though! If Ali Express authorizes payment via Pay Pal , this payment is not systematically authorized. Indeed, the seller must himself have decided to accept the Pay Pal payment so that the transaction via this platform can be done. This necessary prior agreement from the seller means that PayPal cannot be activated directly on the Ali Express website . The seller must accept this method of payment.
If you want to pay by PayPal and your seller did not accept Paypal payment, then all you have to do is ask them. You can therefore pay it directly via this platform. However, by proceeding in this way, you are exiting the Ali Express platform . So you take the risk of no longer benefiting from Ali Express’s secure payment systems . You will benefit from that of Pay Pal, but will no longer have the guarantee provided by Ali Express. However, with Pay Pal you no longer have any security on your purchase. Indeed, if Ali Express is an online sales platform, it guarantees you will obtain your product at the end of the transaction .PayPal is only a payment interface. So much so that it only guarantees you one thing: good payment from your seller . But you no longer have any guarantee that the product will be sent by it.
What are the other payment methods on Ali Express?
While the arrival of PayPal is the big news on Ali Express, it is not the only payment method available. You can also pay via Alipay , via your payment card , via Western Union or via bank transfer .
Your best bet is to use your bank card . Already because it is the most practical. And secondly, because it is always difficult to leave money in your AliExpress account . Better to pay every time you make a purchase. This limits the risk of scams.
What to do in the event of a payment problem?
If a payment problem occurs on your Ali Express platform, your bank assumes the risk . Also, you can turn against it. You can also file a complaint.
About my order
I haven’t received my order, what should I do?
If you have not received your order, you can report it to AliExpress. The first solution is to organize the tracking of your order online. Go to the “My Orders” tab, you will then find a “Locate my order” button. On average, shipping companies take 3-7 days to update the status of orders placed on AliExpress. Also, it is possible that the order information is not yet up to date on the AliExpress interface. You will then have to wait some time before you can have reliable information on your order.
The second solution is to contact the seller for more information. If that does not work, do not hesitate to request a refund of the order by clicking on “Opening a dispute”. You may have come across a fraudulent seller who collected the money you sent them without sending your order. If you have any doubts about this, immediately open a dispute with the seller to ensure a refund of your order.
Finally, a third method is to get in touch with customer service. This was not the case before, maius AliExpress now provides the possibility for the consumer to chat with a customer advisor . There is still no phone number to call AliEpxress, however, you can communicate with a customer service agent via instant message. Customer service agents will likely have information to provide you with on the status of your order, its status and the turnaround times.
The product I received does not match the description given on the Internet
Have you placed an order, received a package, but its capacity does not correspond at all to what you had ordered previously ? This kind of situation unfortunately happens on AliExpress. The best is then to get in touch with the seller of the product to try to find an amicable solution. You will find on the page of your purchase a button “Contact Seller” or “Contact the seller”. This button allows you to get in direct contact with the seller of your product.
If that doesn’t work, you can demand a refund for your order by opening a dispute with the seller. Before embarking on this process, do not forget to check that the Ali Express “consumer protection” period has not yet expired. To open a dispute with the seller, go to your “order” page, click on “Open a dispute”, and express your dissatisfaction and your request for reimbursement. If your consumer protection has expired, you will no longer be able to open a dispute with the seller. On the other hand, if the seller agrees to refund you, or responds within 5 days, then the refund will take place shortly. To follow the progress of the process, simply click on “Dispute in progress”, or “Litigation in progress”.
Cancel my order
I want to cancel my order on AliExpress but I don’t know how. This process is easy to do. You must log in to the “ My orders ” tab . Then click on “Cancel order”, or “Cancel my order”. The order can only be canceled until the seller has sent your product. Once the product has left the seller’s deposit, you will no longer be able to cancel your order. If you have already paid for your order, the cancellation must first be approved by the seller. If you find a middle ground, the latter will not send you the order, and the transaction will automatically be canceled. If you can’t find an agreement, then the seller will send the order and you will be forced to pay for it .
Change order options
I would like to change some options of my product such as size, shipping method etc. How is it possible ? The question is simple. It is more complex to deal with. Unfortunately, the details of an order cannot be changed once you have placed it. One solution is to ask the seller to cancel the order. But you cannot do this automatically on the AliExpress site. It is only through an agreement that you will find with the seller. Once it has deleted your order, you can place another with the new products you want to buy. If your order has not yet been sent, the process is even simpler. Notify the seller of your change, they will make the necessary changes and send it to you.
About Aliexpress Customer Service
Ali Express is an e-commerce website created in 2010 by the Chinese Alibaba Group . The Ali Express website functions as a central online stores connecting sellers, often wholesalers, and international buyers.
Ali Express User Guide
Do you want to make purchases on the Alix Express site ? To do this, you must create an Ali Express account by entering your email address, last name, first name and a password. Once logged in, you can access all of the products for sale on Ali Express, search for products by category , shop securely and place an order . To be accompanied during your navigation, you can consult the Ali Express user guide .
Ali Express customer service
Do you want information about your Ali Express account, a product for sale on the site or an order you have made? Ali Express has set up a 24/7 customer service to assist you with any problems you encounter via the Ali Express website. You can contact Ali Express customer service through the Live Chat available at the bottom of the page. Ali Express customer service can provide you with information on the following topics:
Management of your orders and product information
Management of your Ali Express customer account
Modification of your contact details and delivery address
Ali Express promotions
Return and cancellation of your order
The head office of the Ali Baba company, responsible for the Ali Express site, does not currently offer any telephone service for its French customers .
Ali Express dispute management
Are you a buyer on Ali Express and the products you ordered were not delivered to you on time? Did your order arrive damaged or do not match your original order? The delivered products do not conform to the description given on the Ali Express site? We recommend that you contact your seller to let them know about your complaint and find a solution. If, despite these exchanges, no solution has been provided to you, you can open a dispute in order to obtain a refund . Go to your Ali Express account, in the ” My orders ” section, select the order causing the problem and click on “Open a mediation”, then “Open a dispute”.