If you order products from the most famous Chinese marketplace AliExpress, you will certainly be interested in the process of the possible product complaints. We will cover this topic in this tutorial. These are the basic points of how to contact AliExpress.
As you surely know, AliExpress is a marketplace where different sellers offer their goods. Unfortunately, there are also many fraudsters and you will have to communicate a possible claim or refund. You will automatically reach a bot, but we know ways to reach real people.
The main thing is to contact the seller
Even before you use other available methods to connect with AliExpress, the main thing is to write to the seller from whom you bought the product. It is also possible to create a dispute within 15 days of delivery and solve the problem immediately, but we will prepare a separate guide about this later.
As part of the annual warranty, you will usually only communicate directly with the seller via chat. Of course, it is necessary to know English or use Google translator.
This is how you get to the button for contacting the seller from the regular page:
This is how you contact the seller directly from your order list:
This is how you contact the seller from the details of your order:
Don't forget that on Facebook we create an active community of people who also use AliExpress for shopping. If you have any questions, you can contact our group Xiaomi Planet - A place for real Xiaomi fans.
XNUMX/XNUMX AliExpress chat
When indicating a problem with your order, you can probably use the fastest communication option, which is chat. AliExpress offers a chat bot (Eva) that automatically logs you in during communication. But there is a possibility to connect via chat directly with a real person (agent). You can activate it via this link.
This chat bot can help you with basic questions about your order or problems with product damage. However, don't expect detailed answers, because the bot usually works with data from the seller and forwards you automatic and pre-prepared answers.
How to communicate with a real person
If the robot is unable to help you, you can also contact an agent from the customer center directly. First, you have to explain what the problem is with brief answers in the style: "My order has not arrived" or "My card has been declined" and so on. Don't use long answers because the chatbot will ask too many questions.
The chatbot will respond with learned phrases for a while. It is also possible to use the sentence: "I want to talk to an agent" and you get to a real person from the customer center faster. If an agent is assigned to you, you will see it in the chat by highlighting the agent's name. You can then communicate with him about the problem.
You will usually be assigned to an agent immediately, but you may have to wait a while because there are already several people waiting in line.
Chat via web application
You can access the online chat via AliExpress.com or the mobile application. On the web go to the "Account / Account" section. A pop-up window with the Eva assistant emoticon will appear in the lower right corner. After clicking the button “Need help? / Need Help?” a chat window will open.
If you do not see this window, you can also click on the item "Customer service / Help Center" located at the bottom left. Then go to the "Chat now" icon. You can choose the default and most frequently used questions, but you can also write your own question about the problem.
Chat via mobile application
Assistant Eva can also be found in the AliExpress mobile application. Just go to your account, click on "Help Center" and then on "Online Service".
The way chat works in the app is the same as on the web. You can choose a default question that suits you best or write it directly.
However, if you want to have a real conversation with a real seller employee on AliExpress, there are other options available.
In our Telegram, you can find TOP products from AliExpress as well
E-mail communication
Email communication is an alternative. Every customer can contact the seller at the address ABuyerservice@aliexpress.com. The message should include the order details as well as a description of the problem. AliExpress operators will probably also ask for photographic documentation.
However, you need to be patient with this option. It will probably take a few days to respond to the email. Do not send repeated e-mail messages about the same problem, since such behavior only leads to prolonging the solution, to overwhelm the system.
Contact via social networks
The last option is to contact the seller via the AliExpress.com social networks. Even in this form, the relevant administrators can help you with your problem or direct you to a specific seller or line.
Although AliExpress offers its official profile on Facebook or Instagram, you will probably get the fastest answer when you post on Twitter or by message via Messenger. In addition, WhatsApp is also available, so the choice of platform is up to you and your personal preferences.
In some countries, also a phone call
In some countries, it is also possible to ask an AliExpress operator to help you by phone. If you want to book a call with the operator, you need to mark the order you want to ask about. In this way, the operator will know in advance the details of the product that is problematic.
Please note, however, that this option is relatively new and therefore not available globally in most countries. Also, the option of reserving a phone call for a certain period of time is only available in selected regions.
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