When I click ‘Message’, it redirects me to the Help Center, which says: ‘We don’t have direct contact with the seller, even as store representatives, but all info we provide comes from the seller and AliExpress.’
Note: I don’t want Alibaba.
Hi @SaudiPixelStore ,
I did some research on this as I’ve had clients experience similar issues.
What’s actually happening
When you click Message and get sent to the Help Center instead of a chat, it means the AliExpress seller has disabled direct messaging for that product or store.
This is a seller level setting on AliExpress.
It is not a bug.
It is not related to Alibaba.
It is not something Shopify controls.
If messaging is disabled, Shopify has no direct channel to that supplier, so it defaults to help documentation.
What you can and cannot do
You cannot
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Force messaging with that seller
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Contact them through Shopify
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Enable messaging from your side
You can
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Open the product directly on AliExpress and check if the seller profile has any alternate contact info
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Choose a different AliExpress supplier that allows messaging
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Re source the product manually instead of via an importer
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Use AliExpress support as a last resort, though responses are usually limited
Key takeaway
If supplier communication matters for your workflow, you need to pre vet sellers on AliExpress and only work with ones that allow direct messaging. Once a seller disables it, there’s no workaround inside Shopify.