Customer Care on AliExpress: An Expert, Practical Guide

How AliExpress Customer Care Is Structured

AliExpress, launched in 2010 and owned by Alibaba Group, delivers support through an online-first model. Instead of call centers, customer care is centralized in the Help Center, in-app support, seller messaging, and a formal dispute system that’s integrated into each order. The model emphasizes written records and time-stamped milestones, which is crucial for fast, evidence-based resolutions.

There is no official global phone number for AliExpress customer service. Any phone line claiming to be “AliExpress support” is almost certainly a scam. The official entry points are the Help Center (helpcenter.aliexpress.com), the order page (Open Dispute), the in-app Customer Service section, and the seller’s chat in your order details. Keep all communication inside these channels to ensure eligibility for Buyer Protection and refunds.

Reaching the Right Channel Quickly

Pick your channel based on the issue. If you need policy or account help, start at the Help Center and chat with the virtual assistant first; you can usually request to be handed to a live agent when available. For an item problem (not received, not as described, defective), use the “Open Dispute” button from the order page. If you only need clarification (e.g., sizing, shipping method, invoice), message the seller directly from the order details to get written answers you can reference later.

To speed things up, prepare your order ID, payment method, delivery estimate, and evidence (photos, video, tracking screenshots). Put your ask in numbers—e.g., “partial refund of $8 for missing accessory,” or “reshipment within 5 business days”—so the system and the seller can process it without back-and-forth.

• Help Center: helpcenter.aliexpress.com — 24/7 virtual assistant for quick routing; ask “live agent” for human support when available.
• In the app: Me > Customer Service — replicates the Help Center and shows “service records,” useful for following up on previous cases.
• Order page (desktop/web): My Orders > View Detail > Open Dispute — the official path to refunds/returns under Buyer Protection.
• Seller Messaging: My Orders > Contact Seller — best for clarifications and for getting seller-stated commitments in writing.
• Tracking evidence: global.cainiao.com — paste your tracking number for a neutral, time-stamped log to attach to disputes.
• Account appeals (e.g., verification, holds): appeal.aliexpress.com — for document submission and account reinstatement requests.

Buyer Protection, Disputes, and Refunds

AliExpress Buyer Protection covers two main situations: (1) you don’t receive the item by the protection deadline and (2) the item is significantly not as described. You can open a dispute before the Buyer Protection countdown ends and typically within 15 days after you confirm delivery. The countdown is visible on your order page; for many shipping methods it runs for about 60–90 days from shipment, but always follow the exact timer shown for your order.

A dispute generally has two phases. First, you and the seller negotiate a solution (partial refund, full refund, reshipment, or return). If you can’t agree, you escalate by clicking “Escalate Dispute,” which hands the case to AliExpress for adjudication. Once a refund is issued, funds typically return to your original payment method in 3–20 business days depending on your bank or card network.

• Open a dispute: any time before protection expires, or within ~15 days after confirming receipt (use the exact window on your order page).
• Seller reply window: usually a few days; if no response or no agreement, escalate inside the dispute interface.
• Refund speed after approval: commonly 3–20 business days to card or account; check your bank’s posting cycle.
• One dispute per order item: avoid closing disputes prematurely; once closed by agreement, reopening is limited and may require an appeal.

Evidence and Negotiation That Works

Good evidence shortens resolution time. For “not received,” attach tracking screenshots (from AliExpress and global.cainiao.com) and confirm the recipient name/address on the courier page. For “not as described” or “defective,” use clear, well-lit photos and short videos that demonstrate the exact issue next to a timestamp or order ID. If size/fit is the issue, include measurements against the listing’s size chart.

In your claim, state a concrete remedy: for example, “partial refund of $12 due to missing charger; keep item,” or “full refund upon return; seller provides label.” Keep all messages inside the order chat and dispute panel. Never accept off-platform refunds (e.g., PayPal to your email) because they void Buyer Protection and make recovery difficult if the seller doesn’t pay.

Returns and the “Free Return” Program

Some listings are marked with “Free Return.” When enabled in your country, you can initiate a return within 15 days of delivery for certain reasons without paying return shipping to the designated local warehouse. The return label and steps appear in the order page after you choose “Return Goods.” The refund is processed after the warehouse scans and accepts the parcel, which can take a few days from delivery.

If your item isn’t labeled “Free Return,” return shipping usually isn’t covered unless the item is confirmed “not as described” or defective in the dispute. In those cases, AliExpress may propose seller-paid return, partial refund without return, or full refund upon return. Always confirm who pays shipping and the return address inside the dispute resolution; do not ship until these terms are documented.

Payments, Chargebacks, and Security

Payments on AliExpress are held in escrow (via Alipay) until you confirm delivery or the protection period ends, which is why most refunds go back to the original payment method. Supported methods vary by country and can include major cards (Visa, Mastercard, Maestro), bank transfers, and local wallets. If a dispute outcome is unsatisfactory, you can still consult your card issuer about a chargeback; deadlines differ by network, and many issuers use up to 120 days from the transaction or expected delivery date. Provide the dispute history and order timeline to your bank.

For safety, rely only on official domains (aliexpress.com, helpcenter.aliexpress.com, global.cainiao.com). AliExpress does not operate public customer service phone numbers; treat any phone support claims or direct-payment requests (PayPal, crypto, bank transfer outside the platform) as fraud. Keep conversations and payments within AliExpress to preserve Buyer Protection and give customer care the records needed to resolve your case.

Practical Example: Fast Path to a Refund for a Late Parcel

On day 61 with no delivery and a visible protection timer still running, take a screenshot of the order page and the latest tracking from global.cainiao.com. Open Dispute > Reason: “Did not receive order” > Request: “Full refund.” In the description, paste dates and tracking milestones. If the seller proposes a partial refund or asks for more time beyond your protection window, escalate before the timer expires.

After approval, monitor your bank for 3–20 business days. If no funds arrive after 20 business days, return to the dispute record in the Help Center and request follow-up with the case number. Keep all communications documented until the refund posts.