AliExpress Customer Care: An Expert, Practical Guide for 2025

How AliExpress customer care works

AliExpress operates a layered support model: self-service help articles, an automated assistant (EVA), live chat with human agents, and order-level dispute mediation. There is no public, direct phone support. The primary entry point is the Help Center at https://helpcenter.aliexpress.com and the in-app “Customer Service” module. Most buyer issues are resolved at the order level through the Dispute system rather than traditional ticketing.

Support availability is effectively 24/7 via the automated assistant, with human agents accessible from both the app and desktop once you pass through a short triage. Expect faster handoffs to human agents if you provide an order ID, screenshots, and concise issue statements during the initial chat. For complex claims (e.g., non-delivery with conflicting tracking events), AliExpress will move the case into platform mediation after a seller response or a timeout.

Getting to an agent quickly

On desktop, go to https://helpcenter.aliexpress.com, select the closest topic (Orders, Returns, Refunds, Account), then choose “Online Service” to open chat. In the app, tap Account > Help Center > Customer Service. If the bot loops you, type “agent” or select “Contact an agent” when it appears. Keep the conversation tied to the specific order in question; chats initiated from an order detail page are routed more accurately.

AliExpress does not publish a global customer service phone number and does not handle buyer issues by email in a traditional queue. Social media accounts (e.g., @AliExpress_EN) may acknowledge complaints but will still direct you back to the in-app or Help Center chat and the order Dispute workflow. If a third party offers “phone support” for a fee, treat it as a red flag.

Prepare your case: evidence and details

The speed and outcome of your case depend heavily on the evidence you attach. Before you contact support, gather the order ID (from Orders > View Details), the payment reference (last 4 digits and date), the tracking number(s), and a brief timeline (order date, ship date, latest carrier scan, attempted delivery if any). Use neutral, factual language; avoid long narratives.

For items “not as described” or damaged, take unedited photos in good light and a short video showing the issue from unboxing to the defect. For non-delivery with “delivered” tracking, request a written non-receipt confirmation from your local carrier or a GPS delivery log if your postal service provides it. Avoid altering EXIF data or compressing images excessively; clear, original files are preferred in mediation.

• Order data: full Order ID, product link, quantity, variations (size/color), price paid, shipping method.
• Payment: last 4 digits of card/virtual card, authorization date, bank statement screenshot with amounts redacted except the transaction line.
• Shipping: tracking number(s), carrier page screenshot with URL/timestamp, any delivery notice or failed-attempt slip.
• Condition claims: photos with a ruler/scale for size/color mismatch, serial numbers where applicable, unboxing video for DOA electronics.
• Communication: seller messages proposing solutions, deadlines promised, return labels provided.
• Customs: duty/VAT receipt if paid locally, brokerage invoice, or proof of seizure/return by customs.

Disputes, refunds, and realistic timelines

You can open a Dispute while the Order Protection clock is running and for a short period after delivery is confirmed. In practice, most orders have 60–90 days of Order Protection (varies by route and events), and buyers generally have a 15-day window after the order is marked delivered/received to open a dispute if something is wrong. Use the “Open Dispute” button from the order details; choose Refund Only (keep item) or Return & Refund based on feasibility.

After a dispute is filed, the seller typically has several days to respond. If you can’t reach agreement, escalate to AliExpress mediation within the dispute screen. Platform decisions usually land within 3–15 days depending on evidence complexity. Once a refund is issued, funds return to the original payment method; banks commonly take 3–20 business days to post the credit. You can track the refund status within the order details page and through your bank statement.

Returns: Free Return, local returns, and costs

Many listings are marked “Free Return,” which allows you to initiate a return within 15 days after delivery in participating countries. When approved, AliExpress generates a prepaid label and provides a drop-off method. Using the label and returning all accessories in sellable condition are essential for a full refund; failing to do so can lead to partial refunds. Each order typically gets one free return, so consolidate issues into a single request when possible.

If an item is not eligible for Free Return, you may be responsible for return shipping. For low-value items, a Refund Only outcome (partial refund while you keep the product) is often the most practical. Discuss this openly in the dispute, referencing return postage estimates from your national post. If a seller offers a return address without tracking options to your country, note that in the dispute; AliExpress tends to favor traceable, domestic return routes or refund-only solutions when returns are impractical.

Payment, VAT, and invoices

For EU-bound orders up to €150, AliExpress collects VAT at checkout under IOSS (effective 1 July 2021). Your parcel should not be charged VAT again upon import; if it is, dispute with a copy of the VAT invoice from AliExpress. Download invoices from your order details (Orders > View Details > Invoice). For orders above €150, customs duties may apply; keep receipts if you plan to claim reimbursement based on seller misdeclaration.

If a payment issue occurs (e.g., duplicate charge or refund missing beyond 20 business days), contact support with your bank’s reference (ARN for Visa/Mastercard, if provided). Chargebacks should be a last resort after a closed dispute; filing a chargeback prematurely can lead to account restrictions and slower resolution. Typical card network timeframes for chargebacks are 60–120 days from the transaction date.

Escalation paths and when to use them

Use the built-in escalation inside your dispute before seeking outside remedies. Provide succinct evidence, counter any seller claims point-by-point, and request the precise outcome you need (full refund, partial refund of a specific amount, or prepaid return label). If a seller fails to respond within the set time, the system can auto-resolve based on your evidence.

For cross-border purchases within the EU, you may optionally consult the European Commission’s ODR platform at https://ec.europa.eu/consumers/odr after exhausting AliExpress procedures. Keep in mind that AliExpress cases resolve fastest when all documentation is kept inside the platform. External complaints are most useful for systemic issues or regulatory inquiries rather than individual refunds already in mediation.

Security and account protection

Initiate support only through official domains: https://www.aliexpress.com and https://helpcenter.aliexpress.com. Beware of shortened links sent via order messages asking you to “confirm address” or “pay extra shipping.” AliExpress staff will never ask for your password, full card number, or SMS codes in chat. If you suspect phishing, change your password immediately and enable two-step verification.

Use virtual cards or one-time numbers for high-value purchases, and keep your contact email up to date to receive dispute and refund notifications. If you need to change your phone or email, do it from Account Settings and confirm via the verification codes; do not share screenshots of your security pages with sellers or third parties.

What to do in common scenarios

Non-delivery with “delivered” tracking: ask your local carrier for proof of delivery (GPS/scan details). Open a dispute requesting a full refund with carrier proof attached. If the address or name differs, highlight the mismatch. For “in transit” with no movement for 10–15 business days near the end of protection, request an extension or open a dispute before protection expires.

Item not as described or damaged: file within 15 days of receipt with clear photos and a short video. Propose a partial refund amount that reflects the defect’s impact (e.g., 30–50% for cosmetic damage; 100% for functional failure). If a seller requests a return to a non-local address and postage exceeds product value, state the cost and request refund-only resolution. Keep all conversations inside the platform.

• Non-delivery: full refund request + carrier proof; do not “confirm receipt.”
• Wrong size/color: partial refund or Free Return if available; include scale photos.
• DOA electronics: full refund or replacement; include unboxing and power-on video.
• Customs double VAT: attach AliExpress VAT invoice and local tax receipt; request reimbursement.
• Late shipment: if not shipped by the promised date, request cancellation before dispatch or refund for delay if applicable in your region.

Useful links and final notes

Main site: https://www.aliexpress.com. Help Center: https://helpcenter.aliexpress.com. Access your orders from the app (Account > Orders) or desktop (after login) to open disputes and download invoices. Keep copies of all files you upload; they may be needed if you escalate.

Key numbers to remember: 15 days for Free Return (eligible items), roughly 60–90 days of Order Protection depending on route, 15 days post-delivery to open a dispute, and 3–20 business days for refunds to reach your bank after approval. AliExpress does not provide a public phone number; effective cases are built on clear evidence and timely action within the platform.

How to talk to a real agent on AliExpress?

So now we’re talking with an actual agent. And not a robot so come here and type anything. Hi my order has not been shipped. Okay you can also add images as well. So I’m currently in contact with son.

How do I contact someone on AliExpress?

There is “message” button on product page and store page, please start the conversation with seller by messages.

Does AliExpress have support?

📣 Introducing the AliExpress Support Hub, your new favorite place to get help, ask questions, and become a smarter shopper！ Whether you’re tracking an order, troubleshooting an issue, or looking for the best shopping tips, we’re here to help.

How do I complain to AliExpress?

Method to open dispute
3.1 Find the order underMy Orders – All Orders. Click View Detail to see the order details. 3.2 Please click Open Dispute to open a dispute.