Seller Direct Messaging
Because AliExpress is a marketplace, the seller is often your first and fastest point of contact. From your order page, tap Message Seller. Use this for: shipping inquiries, product questions before delivery, and minor issues where the seller can make a quick fix. Many sellers respond within a few hours.
The Dispute System (Most Powerful Tool)
When seller communication fails, open a formal dispute. This triggers AliExpress's Buyer Protection review process. To open a dispute: My Orders, select the order, Open Dispute, explain the issue, and attach evidence. Disputes give AliExpress the authority to overrule the seller and issue a refund or replacement.
Dispute timelines: sellers typically get 3-5 days to respond. If no resolution, AliExpress mediates. Full resolution usually takes 3-15 business days from opening.
AliExpress Customer Service (Account Issues)
For account-level issues - login problems, payment issues, account security - AliExpress customer service is accessible via their Help Center. Chat is available through the app and website. Response times vary but chat is generally faster than email for these inquiries.
FAQ
Contact the seller first for most issues - it is faster and sellers have financial incentive to resolve disputes before they become formal claims. If the seller is unresponsive or unhelpful within 2-3 days, proceed to the formal dispute system.