Cainiao complaint?

Do you have a dispute or a bad customer experience with Cainiao? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Cainiao customer service takes questions by email at cainiaoglobalcs@service.cainiao.com and through a box on its English contact page, where you enter your tracking number to reach support. For an AliExpress order the main route is AliExpress itself: Cainiao's own help pages send those buyers to Help and Customer Service or to Disputes & Reports on AliExpress. Have the tracking number and the order number ready. Cainiao's head office is in Hangzhou, China, and the address is in the contact details at the top of this page.

Parcel late, lost or stuck in transit? Start your complaint here as well, and we push it out to Cainiao by email, social media and printed letters.

Cainiao publishes no customer service phone number for people outside China, and its English contact page prints none. The consumer hotline on its Chinese site is a domestic Chinese service number with no international version. The routes it does offer are the email address cainiaoglobalcs@service.cainiao.com, the tracking-number box on the contact page and, for AliExpress orders, AliExpress customer service.

Be careful with numbers found elsewhere. Many tracking help sites print a phone number beside a courier's name without being run by that courier, so compare any number with Cainiao's own contact page before you share your address or order details.

If a Cainiao package has not arrived, check the official Cainiao tracking page and act on where it stopped, because Cainiao's help pages give a different route for each stage. If tracking has not updated some time after shipment, ask the seller. If the status stopped at arrival in your country, ask your local post office, since the next update comes from there. If customs holds the parcel, the recipient deals with customs. If the latest promised date on an AliExpress order has passed, use Customer Service or Disputes & Reports on AliExpress. Screenshot the tracking history and the promised date before either one changes.

Order past its promised date and the seller blaming the carrier? Bring it through our complaint process: our trained AI opens a case for you and keeps coaching you on what to send the seller, AliExpress and Cainiao next.

A refund for a lost Cainiao package comes through the seller or marketplace you bought from, because you paid them and Cainiao only carries the parcel. On AliExpress, open the order and use Disputes & Reports, and check the order page for any time limit on opening a dispute. Give the tracking number, the promised delivery date and screenshots of the last update. If the seller turns you down, the card or payment service you used may have its own dispute route.

Refund refused on a parcel that never came? We help you write the complaint in minutes, with the order number, the dates and the tracking history laid out clearly.

Not if it sends you to a web page to change your address or enter private details: Cainiao has said it does not work that way. Fake texts and WhatsApp messages have used the name Cainiao Express so they land beside genuine updates, and others come from ordinary phone numbers.

Nothing has been reported about Cainiao here yet. Our research shows what typically goes wrong at cross-border e-commerce carriers: tracking that stops for long stretches, parcels held at customs, handovers to a local post office or courier that the tracking barely explains, parcels marked delivered that cannot be found, and refunds that depend on the seller or the marketplace.

Tracking frozen somewhere between the seller and your door? Be the first to report it: your case opens the record for the next buyer waiting on a Cainiao parcel.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Cainiao through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Cainiao can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.