Before you buy
Contact the Seller Before You Buy
E-Commerce Buying Guide · August 2026 · Last verified August 2026
The best time to contact an AliExpress seller is before you place the order. Ask about real product specifications, shipping methods, delivery time, and whether the item is genuinely in stock. A quick pre-purchase message can save you weeks of waiting on the wrong item.
Confirm Product Specifications
Ask for exact dimensions, materials, color accuracy, and voltage if applicable. Photos on the listing may be outdated or generic.
Confirm Stock & Lead Time
Ask whether the item ships immediately or is made to order. Made-to-order items can add 7-15 days before dispatch.
Compare Shipping Options
Ask about the fastest available shipping method and whether tracking is provided. Cheap lines can take 30-60 days.
Negotiate Price on Large Orders
Sellers often discount for volume. Message them with your quantity before ordering to request a custom price.
Message center
Using the AliExpress Message Center
Desktop: 'Contact Seller' Button
On any product page, click 'Contact Seller' or the chat bubble in the bottom corner to open a message thread. Replies appear in your AliExpress Messages inbox.
Mobile App: Chat Icon
The AliExpress app has a dedicated Messages tab with instant notifications. Sellers respond faster on the app because they also use it on their phones.
Where Messages Are Stored
All conversations live under 'My AliExpress > Messages'. Keep important discussions there so AliExpress support can review them in disputes.
Include Order Numbers
When messaging about an existing order, always reference the order ID so the seller can pull up your purchase instantly.
In-app chat
In-App Chat: The Fastest Way to Reach a Seller
Most AliExpress sellers operate from mobile phones in China and respond fastest through the app's instant chat. Messages sent on the app trigger push notifications, dramatically shortening response times compared to desktop-only email threads.
Response Time Expectations
Sellers advertise a response rate and response time on their store page. A good seller responds within 24 hours; 90%+ response rate with 1-3 hour median responses is considered excellent. If a seller's response rate is below 80%, expect slow or absent replies.
Disputes
Disputes, Refunds & Escalation
Open a Dispute
Go to 'My Orders', select the order, and click 'Open Dispute'. Choose a reason: item not received, wrong item, defective, or not as described. Attach photo and video evidence.
Request Full or Partial Refund
You can request a full refund (item not received or defective) or a partial refund (e.g., item arrived damaged but usable). Include a reasonable amount.
Seller Response Window
The seller has a limited window (usually a few days) to accept, counter, or reject your proposal. If you disagree, you can escalate to AliExpress mediation.
AliExpress Buyer Protection Escalation
If no agreement is reached, escalate the dispute to AliExpress. Their team reviews evidence and issues a final decision, typically within 7-15 days.
Payment Method & Timeline
Approved refunds go back to your original payment method. Card refunds may take 5-10 business days; wallet refunds are usually instant.
Language
Language Tips for Better Seller Communication
- ✓Keep messages short and specific. Sellers often use translation tools, so simple sentences work best.
- ✓Use numbers and units: 'Item weight?', 'Length 50cm?', 'Shipping to USA, how many days?'.
- ✓Avoid slang and idioms. Literal, plain language translates more accurately.
- ✓For Chinese sellers, a short Chinese message (or using AliExpress auto-translate) can speed up responses significantly.
- ✓Take screenshots of the listing before purchase — they are useful evidence if the item arrives different from described.
Red flags
Seller Red Flags to Watch For
Zero or Very Few Reviews
New stores with no sales history are higher risk, especially for expensive items. Prefer stores with hundreds of reviews.
Response Rate Below 80%
A low response rate signals a seller who ignores buyers — a warning sign for post-sale support.
Too-Good-to-Be-True Prices
Extremely low prices on branded items usually mean counterfeit or misrepresented goods.
Pressure to Pay Outside AliExpress
Never pay via bank transfer, PayPal, or crypto outside the platform. You lose all buyer protection.
No Tracking Provided
Sellers who cannot or will not provide a tracking number for your order are a major red flag.
FAQ
Frequently asked questions
How do I message an AliExpress seller before ordering?
What if my AliExpress seller does not reply to messages?
How do I get a refund from an AliExpress seller?
Can I call AliExpress sellers or customer support by phone?
How can I tell if an AliExpress seller is trustworthy?
Why SIS
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