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AliExpress Message Center: How to contact support?

Your order didn’t get delivered, the dispute was rejected so now you are trying to get your money back, but all you get is a chatbot that replies in generic pre-recorded messages. Sounds familiar?

Don’t worry, I’ve been there too. There is a simple way to speak to a real human on AliExpress.

If you have not received the order, you need to open a dispute. If you opened a dispute but it got denied due to insufficient evidence, follow the steps below.

Don’t panic! It’s easier than you think. Just follow the steps below.


Unfortunately, there is no call center for AliExpress. It is a very busy marketplace with low prices and low overhead costs. But they do have a team that replies to live chats, and they are usually pretty helpful.

Step 1. Click the link below to go to AliExpress support page.

Step 2. Go through the prompts

The link will open the chatbot. Usually, the dispute for “item not received” will get rejected if you don’t provide a screenshot of the tracking number. Copy+pasting the link to the tracking page is not accepted for some reason.

You need to select the options as shown below.

aliexpress call center

Step 3. Get through the chatbot.

Click “Chat now“. It seems like there is no point to try further, but there is. This is the final boss. The options are pretty straightforward, the key is to say that you have new evidence. Once you defeat it, you will get to talk to a real human!

You need to pick the correct order number, screenshot the page with the tracking number ( works, or use your local postal service website: Canada Post for Canada, USPS for USA, Royal Mail for UK, etc.).

Send the screenshot to the chat agent, and explain the rest.

Be polite and respectful. Try to not talk too much, and don’t mind the broken English – they often use online translators.


If the page is not loading, go through the new process – they are currently rolling out the new support portal. I prefer using the old one, but it can sometimes be slow and laggy.

Step 1: Click the link below to enter the new support portal.

Step 2. Select the proper entries

Click on the order number, and then click on the product name in the order.

Confirm the order selection

Make sure to select “refund issues” out of the choice, and go through the chatbot again. The options are pretty straightforward, the key is to say that you have new evidence.

Make sure to be polite and calm. Don’t talk too much, and don’t mind the broken English – the agents often use online translators.

And while you’re at it, check out our latest product finds from AliExpress:

Want to see more?

We post new products and collections of the best AliExpress finds every week. Check them out!

This Post Has 2 Comments

  1. Ikemefula Okorie

    Good day Sir/Madam,
    My name is Okorie Ikemefula from Nigeria with the phone number 08145988389. I placed an order for a Nokia N91 mobile phone of 48,000 including shipping since February 2020. Because of the lock down, I was pleaded to to wait till the item arrive.

    I waited and waited before filling for a dispute. I was asked to wait till the item arrive which I did.

    Finally the item was received yesterday been 10th June 2020. When I opened the item, what I saw was a phone and a charger only of which the inner pack of the item was tampered with.

    Getting home, I opened the phone and plugged it to charge for like 6hours, the phone refuse to boot up till now. I’ve tried getting in touch with alliexpress customer care but was responded to by a robot which is unacceptable to me.

    I decided to purchase a new battery for the phone but still no sign of booting or coming up.

    Is disheartening that I waited for almost 4 months for this item but to receive something that is not working. Please I want to return the item and get my refund. As am sending this mail am not happy. Spending such an amount of money and all that.

    Please I want the management of alliexpress to look into this matter as soon as possible. Thanking you in anticipation.

    Here are the order details
    Tracking number – RB928094387SG
    ID number- 8011383913444741

    1. Hi! I do not work for AliExpress, and I have no way of contacting the support on your behalf. I suggest to start a dispute with the seller through AliExpress, if it is still possible, and if not – contact your credit card customer service and get a refund through them. Be aware, that starting a dispute with the credit card provider can affect your account on AliExpress

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