Dealing with suppliers once orders are placed
In most cases, customer orders will be processed smoothly and without any issues.
However, if an order is delayed or undelivered, you may need to follow up with the supplier to get an update and resolve the situation.
Clear communication with your supplier ensures you can provide the best service to your customers and keep your business running smoothly.
Contact the supplier
1. Go to your AliExpress account and click ‘My orders’
2. Find the relevant product/order number and click ‘Contact Seller’
3. This will open the AliExpress messenger window
4. Message the seller with your issue and make sure to include your order number and email address
5. If you don’t get a response in three days, try the next option
Open a dispute
You can open a dispute with AliExpress from 11 days after the supplier has sent the goods to up to 15 days after the delivery time (usually 30-60 days).
1. Go to your AliExpress account and click ‘My orders’
2. Find the relevant product/order number and click ‘View Detail’
3. On the right-hand side there should be an option to click ‘Open Dispute’
4. You will then have the option to request a refund or return the item
5. Fill in the dispute form and click ‘Submit’
For low-cost items, it’s often best to refund your customers immediately rather than making them wait for a resolution from the supplier.
This approach helps maintain customer trust and satisfaction, which is crucial for building a strong brand and encouraging repeat business.
While you can still follow up with your supplier, prioritizing a smooth experience for your customers will ultimately benefit your business in the long run.
Providing great customer service pays off!
However, if an order is delayed or undelivered, you may need to follow up with the supplier to get an update and resolve the situation.
Clear communication with your supplier ensures you can provide the best service to your customers and keep your business running smoothly.
Contact the supplier
1. Go to your AliExpress account and click ‘My orders’
2. Find the relevant product/order number and click ‘Contact Seller’
3. This will open the AliExpress messenger window
4. Message the seller with your issue and make sure to include your order number and email address
5. If you don’t get a response in three days, try the next option
Open a dispute
You can open a dispute with AliExpress from 11 days after the supplier has sent the goods to up to 15 days after the delivery time (usually 30-60 days).
1. Go to your AliExpress account and click ‘My orders’
2. Find the relevant product/order number and click ‘View Detail’
3. On the right-hand side there should be an option to click ‘Open Dispute’
4. You will then have the option to request a refund or return the item
5. Fill in the dispute form and click ‘Submit’
For low-cost items, it’s often best to refund your customers immediately rather than making them wait for a resolution from the supplier.
This approach helps maintain customer trust and satisfaction, which is crucial for building a strong brand and encouraging repeat business.
While you can still follow up with your supplier, prioritizing a smooth experience for your customers will ultimately benefit your business in the long run.
Providing great customer service pays off!
Updated on: 27/02/2025
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