Alibaba Customer Service

Phone Number & Contact Info

No customer service phone number
Despite not having a phone number, there is a way to access Alibaba customer support.

Alibaba's Best Contact Information


How do I contact Alibaba customer service?

A:Alibaba does not have a customer service phone number, but you can contact them through their website.
Unfortunately, the way to contact Alibaba starts with sifting through their website help and support articles. With luck, you can find a way to submit a form about your issue and then start emailing with them.

Does Alibaba offer 24 hour customer service?

A:Not by phone. But you can contact Alibaba 24/7 using other methods. Below is a list of customer service channels and hours.

How to contact Alibaba Customer Service

There are other ways to contact Alibaba customer service besides the phone. Below we list them by medium, from most to least popular.

Customer Help Desk / Web Support

alibaba.com - Customer Service
Online customer service submission form
24 hours, 7 days
As a last, sometimes only, resort- Alibaba customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team. Since this rarely leads to a real-time conversation, GetHuman does not recommend this unless it's the only way.

How should I prepare for my conversation with Alibaba?

If you have time to do a bit of reading and research, we recommend you read over some of our problem-specific articles. Whatever issue you are having with Alibaba, we are likely to have an answer and tips to help you get it resolved. Here are some popular problems with brief answers. For details and to ask followup questions live, click on the question.

What is Alibaba's refund policy?

Alibaba's refund policy permits buyers to request a refund if the received product(s) do not match the seller's description or if they are faulty or damaged. Buyers need to first contact the seller directly to resolve the issue mutually. If no agreement is reached within 15 days, buyers can apply for mediation or submit a refund request. Alibaba's platform will review the case and may involve their dispute resolution team. Eligible refunds are made via the original payment method or Alibaba.com Wallet. However, specific refund timelines and processes may vary depending on the seller's terms and conditions. It is advisable for buyers to thoroughly review the seller's refund policies and communicate any concerns promptly.

What is the difference between Alibaba and AliExpress?

The main difference between Alibaba and AliExpress lies in their target audiences and business models. Alibaba is a leading B2B (business-to-business) platform, connecting businesses with suppliers and manufacturers, primarily catering to wholesale trade. It helps companies source products in large quantities at competitive prices, making it ideal for retailers, wholesalers, and entrepreneurs looking to purchase products for resale or business use. On the other hand, AliExpress is a B2C (business-to-consumer) platform designed for individual consumers to buy products in smaller quantities at retail prices. It allows customers to purchase a wide variety of goods directly from manufacturers and small businesses. AliExpress is globally recognized, particularly among bargain shoppers seeking affordable products from various categories like clothing, electronics, home decor, and more. In summary, Alibaba focuses on facilitating business transactions and bulk orders, while AliExpress caters to individual consumers looking for retail purchases and cost-effective deals.

What is Alibaba's policy on counterfeit products?

Alibaba has a strict policy against counterfeit products. As a leading global e-commerce platform, they adhere to stringent measures to combat the sale of counterfeit goods. Alibaba employs advanced technology and operates a robust system to identify and remove infringing listings promptly. They also encourage intellectual property rights holders to report any potential infringement cases for swift action. In addition, Alibaba collaborates with brand owners and law enforcement agencies to investigate counterfeit issues effectively. To further strengthen their efforts, Alibaba continuously invests in cutting-edge technologies like artificial intelligence and big data analytics to enhance their anti-counterfeiting capabilities. They are committed to providing a trusted and secure online marketplace for buyers and sellers, ensuring customers have access to authentic and high-quality products.

Top Alibaba customer problems and solutions

Click the link above to get answers to just about any Alibaba customer service question, including step by step guides for the most complex issues. Or click below to detail your problem and we will get you answers instantly.

Conclusion and closing notes

You came here to see Alibaba's phone number, the real-time current wait on hold and a way to skip right through the phone lines to get right to a Alibaba agent. There's good news and bad on that: the bad news is that they don't have a phone number, but the good is that we do know how to contact Alibaba anyways and help you with your issue. Over the last 18 months, 3,474 customers like you have come in search of a phone number for Alibaba and helped us confirm they don't have one. Common reasons that people try to call Alibaba customer support department include Returns, Cancel order, Change order, Track order, Complaint and other customer service issues. Rather than trying to call Alibaba first, consider describing your issue first; from that we may be able to recommend an optimal way to contact them via web. Unfortunately, right now Alibaba doesn't have any phone numbers. It's not always clear what is the best way to talk to Alibaba representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

How GetHuman Helps If Alibaba Had a Phone Number

GetHuman provides tools and information to over 50 million customers per year in effort to make customer service easier and faster. We don't know a phone number for Alibaba, but for large companies that do have them, we provide real-time current wait on hold, tools for skipping the hold music altogether, reminders for when the call center opens, and much more. We are able to provide secrets and the best tools by getting feedback from you and rest of our customer community, and by sourcing some of those secrets and tips from Alibaba customers like yourself.

GetHuman does not provide call center services or customer support operations for Alibaba. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Alibaba. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

Compare Alibaba Customer Service

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