In the AliExpress purchase process, one of the most important points for everything to go well is communication with the supplier. This guide will detail how to contact the supplier yourself and what to do when they don’t reply for a while.

How to contact the supplier yourself

Steps

Go to AliExpress website.
Look for a specific product and click on it to access the product page.
Scroll down to find the Message button located below the product description, next to the ‘Follow‘ button.

Once you click on the Message button, a chat box will open so you can message the supplier directly.

IMPORTANT NOTE:

Not all suppliers have a message button.

Even though it is a chat, the supplier does not have to be available now. You will be able to know if your message has been read or not, as the “Read” and “Unread” messages will appear below.

So, if the supplier doesn’t respond to me. What should you do?

Due to different time zone and leap order volume during shopping festival, suppliers may be not reply in time. But if a supplier has not responded within a reasonable time frame, you can:

Find another supplier: If a supplier has not responded within a reasonable time frame, we suggest you find another supplier offering the same product.
Cancel the order: Once you have raised a cancellation request in the system, the system will cancel your order once the order processing time has run out.
Open a dispute: If you’re not satisfied with an order or it has not arrived, you can apply for a refund by opening a dispute. Please make sure you do this within the Buyer Protection period. Check this guide to learn how to open dispute.

Things to notice when you contact suppliers

You don’t need to write in English to the supplier if you’re not fluent, as AliExpress automatically translates messages. However, if you’re comfortable using English, it may help avoid translation errors and potential confusion. While speaking English can lead to smoother conversations, it’s not a barrier to communication as translation is provided.

When sending a message to the supplier, you may receive this message NOTE: The message has not been sent. Please be aware that you are required to comply with local laws & policies. This happens when we write to the seller forbidden words like WhatsApp or WeChat that AliExpress automatically blocks to avoid transactions made outside the platform.

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