AliExpress buyer help center
Use Help or customer service from the relevant order in your account.
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AliExpress support & feedback
AliExpress: seller communication, delivery and order disputes. Find official help and share feedback with JetonTrack.
JetonTrack is an independent communication service. This guide does not imply a partnership or official representation. Refunds, repairs and other outcomes are decided by the relevant company.
Who can help with what?
AliExpress connects buyers and sellers. Use the seller conversation and the platform’s order-based dispute route together; the applicable protection, return method and deadlines depend on the transaction and market. A carrier’s scan is evidence, not a refund decision.
Official service channels
Use the official service for your country and purchase channel. Some pages require sign-in or JavaScript.
AliExpress buyer protection
Official protection entry. Verify the actual offer and dispute options in your order.
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Common after-sales questions
Practical starting points based on official service information. Confirm the current policy in your order or local support page.
The AliExpress seller offered a solution in chat. Should I also check the order?
Keep the conversation and compare it with the order’s active dispute or refund record. Ask for the proposed item, amount and return conditions to be recorded through the platform rather than treating a chat promise as a completed refund.
Several AliExpress orders share a delivery. How do I report a missing item?
Map each item to its original order and seller, then compare the parcel contents and tracking references. Report the missing item through its own order with packaging evidence, even when an outer parcel groups several purchases.
How do I get the correct return instructions?
Start from the original order and ask support to confirm item eligibility, the approved address and any label. Keep the authorization and dispatch receipt; do not use an address from the outbound parcel.
My return arrived. How do I follow up on the refund?
Provide the return reference and carrier receipt. Ask support to distinguish warehouse receipt, inspection, refund approval and payment destination. A delivery scan alone does not confirm that money has been returned.
Before you contact support
- Order or receipt, purchase country and original seller.
- Item reference, quantity and clear photos of the item, packaging and label.
- Package references, seller messages and screenshots of the relevant listing or order status.
- Return approval, assigned label or address and dispatch receipt, if applicable.