Specialized in B2C sales on the Internet, AliExpress is one of the largest online sales platforms in the world.
The e-merchants listed there sell their products directly to customers.
Whether you are looking for high-tech accessories, clothing, car equipment, household products or even decoration, you are bound to find what you are looking for.
The web giant is also known for its very aggressive prices.
If Internet users are generally satisfied with their purchases, it is not uncommon for some to face problems related to their orders: too long delivery times, product not conforming to receipt, defective or damaged item... In such a configuration, it is recommended to contact AliExpress customer service or the seller.
We explain to you how.
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How to contact AliExpress customer service?
AliExpress works for consumer protection.
It offers them several ways to get in touch with customer service.
On the website
The fastest way to get in touch with AliExpress customer service is through the platform.
The Chinese giant notably offers an online chat, highly appreciated by Internet users for its responsiveness and availability 24 hours a day, 7 days a week.
The latter makes it possible to obtain answers to specific questions in a short time.
To access it, simply go to the “Help” menu on the home page, then select “Customer Service”.
You will then be redirected to the Frequently Asked Questions (FAQ), under which is the "Chat Now" button, allowing you to contact an AliExpress advisor.
The FAQ, for its part, answers the most frequent questions about the shipping of products, the terms of reimbursement, order and payment problems, after-sales service or even the management of the customer area.
If you wish, you have the possibility of classifying the topics by theme or according to their popularity.
Finally, you can directly contact a seller operating on the platform.
To do this, go to its store page and click on “Contact”.
The latter is required to respond to you within a reasonable time.
If this is not the case, you are entitled to cancel your order and open a dispute.
By email
AliExpress customer service does not have a phone line.
In other words, it is not possible to exchange with an advisor by telephone.
However, you can send an email to customer service.
Known email addresses are: dispute@aliexpress.com and complaint@aliexpress.com.
The e-commerce platform operating internationally, do not forget to write your message in English, at the risk of never getting a response.
On social networks
AliExpress Advisors can be approached on social media, including through Facebook and Twitter.
If you encounter a problem, you can indeed send a message to the sign and a community manager will answer you.
Note, however, that the latter cannot resolve disputes.
If your question is too complex, it may redirect you to the communication channel best suited to your request.
On Facebook, just log in to your personal account, go to the AliExpress page, then click "Send a message" at the top right of your screen.
You will then be redirected to the Facebook Messenger app.
If you're more comfortable on Twitter, head over to the AliExpress page and click on the little envelope below the cover photo.
You can then write your message.
By mail
AliExpress has a postal address in France: Alibaba France, 6 rue Menars, 75002 Paris.
This communication channel is not the fastest.
On the other hand, it can be useful in the event of a dispute or complaint.
However, AliExpress advises to proceed with the procedures via your customer area.
AliExpress customer service, what requests?
There can be many reasons why customers contact AliExpress.
Most of the time, the requests relate to:
Customer account management
: help registering on AliExpress, placing an order, problems when connecting, when paying, forgetting your password, etc.
A request for information on a product
: question about its characteristics, its availability, etc.
Receiving discount coupons
: how to get an AliExpress promo code?
How to use it ?
A problem relating to an order:
receipt of a defective product, an item not ordered, too long delivery times, request for return, cancellation, refund...
The wish to modify personal data:
delivery address, bank card, etc.
It can also be questions about AliPay, a payment method specific to AliExpress, the right of withdrawal, a guarantee, obtaining an invoice or a claim in the context of a dispute. .
In any case, be aware that all orders placed on the platform are protected by a set of guarantees: buyer protection.
This starts as soon as the order is paid for and lasts 15 days.
AliExpress, products at wholesale prices for individuals
An entity belonging to the Alibaba Group
Before talking about AliExpress customer service, it is interesting to look at the history of the brand.
This e-commerce site, which belongs to the Chinese group Alibaba, was created in 2010. Specializing in the marketing of low-cost items for individuals, it functions as a central store by connecting sellers and end consumers. , without intermediary.
A large selection of products
On AliExpress, you can find (almost) everything: ready-to-wear for men, women, children, maternity, phones, laptops, tablets, watches, high-tech peripherals, jewelry, fashion accessories, pens, shoes, bags , suitcases, sports equipment, car and motorcycle equipment, garden furniture, decoration… Hundreds of millions of references are available, the aim being to offer the widest possible choice to Internet users.
Ultra competitive prices
The other big strength of AliExpress is obviously its pricing policy.
The prices defy all competition, so that French sellers have great difficulty in aligning themselves.
To overcome this problem, the State recently introduced new regulations: a 20% price increase on all parcels not coming from the European Union (EU) via VAT.
In short, if you buy a product from China or another non-EU country on AliExpress, you have to pay an excess tax.
Beware of counterfeits!
The platform has often been decried because of the counterfeit products it references.
Although she is now making efforts, we must remain cautious.
Before placing an order on AliExpress, be sure to choose your merchant.
See their rating, satisfaction rate, seniority and number of awards.
Also take the time to read customer reviews to be sure of its reliability.