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How to Request a Refund on Taobao

This post shows you how to request for a refund at Taobao. If you have purchased a wrong item or no longer wish to have it, you may request for a refund through the following details.

Depending on the time of shipment and the conditions in which the goods are received, You may request for a refund anytime before or after a transaction is made. Refunds can be made via the following two methods, depending on the status of your order:

Refund from “Return/Refund(退款/退货)”

If this option is available, it means that the seller has not received the fund. The status of the order is “payment has been made” and “goods have been shipped.” You may immediately request for a refund.

Refund from “After-sales application(申请售后)”

The seller has received your payment and the order status shows “completed successfully”: Within 15 days of a successful transaction, if for any reason you are not satisfied with the goods you received, you may request for a refund or return via the “After-sales application.”

Part 1. Refund from “Return/Refund(退款/退货)”

Step 1. Find the item

Find the item that you want to return, click: Refund/Return(退款/退货)

Step 2. Select the type of refund:

Return and refund: there are items to be returned to the seller, click: Return and refund(退货退款)  ;

Refund only: no item is to be returned to the seller, click: Refund only(仅退款).

Return and refund(退货退款)

Application condition: If there is a problem with the goods, or if you no longer want the goods and have reached a compromise with the seller for a return, please select the “Return and refund” option.

Return procedures: 1. Request for a return. >2. The seller sends a return address to the buyer. >3. The buyer returns the goods and fills out the details of the shipment. >4. The seller receives the goods, refund completed successfully.

Fill out form: after clicking “return and refund”, you will see the above page. Two fields are required(* means required): Reason for return/refund(退货退款原因) and refund amount(退款金额).

Field 1: Reasons for refund include:

  1. The seller sent the wrong item(卖家发错货).
  2. Faulty parts(配件故障).
  3. Malfunctions(性能故障).
  4. Scratched or broken upon arrival(收到商品时有划痕或破损).
  5. Pirated goods(假冒品牌).
  6. Screen display problems(屏幕故障).
  7. Product not-as-described(版本不符).
  8. Missing functions(功能缺失).
  9. Not satisfied/dislike(效果不好/不喜欢).
  10. Others(其它).

You may choose one that is closest to your situation.

Field 2: Refund amount: use the default refund amount.

After filling out the form, just click “Submit application(提交申请)”.

Refund only(仅退款)

Application condition: If you have not received the goods, or if you have received the goods but have reached a compromise with the seller for a refund without returning the goods, please select the “Refund only” option.

Return procedures: 1. Request for a refund. >2. The seller accepts your application. >3. Refund completed successfully.

On this page, you will need to fill out this form.

Field 1. Have you received the goods(是否收到货): not received(未收到货) or already received(已收到货).

Field 2. If you select “not received”, the reasons for refund(仅退款原因) include:

  1. Empty parcel / incomplete空包裹/少货.
  2. Haven’t received any delivery(快递一直未送到).
  3. Ordered too much / wrongly ordered / no longer want it(多拍/拍错/不想要).
  4. Goods were not shipped on time(未按约定时间发货).
  5. No tracking record of the shipment(快递无跟踪记录).
  6. Others(其它).

Field 3. If you select “already received”, the reasons for refund include:

  1. The seller sent the wrong item(卖家发错货).
  2. Faulty parts(配件故障).
  3. Malfunctions(性能故障).
  4. Scratched or broken upon arrival(收到商品时有划痕或破损).
  5. Pirated goods(假冒品牌).
  6. Screen display problems(屏幕故障).
  7. Product not-as-described(版本不符).
  8. Missing functions(功能缺失).
  9. Not satisfied/dislike(效果不好/不喜欢).
  10. Others(其它).

Part 2. Refund from “After-sales application(申请售后)”

1. Login to: “My Taobao” – “Purchased items”, find the relevant order and click “After-sales applications(申请售后)”:

2. Choose your desired type of application:

  • Return & Refund (退货退款)
  • Refund only (仅退款)
  • Exchange(换货)
  • Repair(维修)


Taking “Refund only” as an example: After selecting “Refund only”, you’ll need to check whether “You have received the goods” and fill out the relevant information as instructed (the same as Part1). After that, click “Submit application.”


Note: You can only claim a refund via “After-sales applications” within 15 days from the time payment has been released to the seller.After 15 days, you will need deal with the seller via aliwangwang.

Part 3. Check the refund status

The buyer may enter “My Taobao >> Manage Refund(退款管理)” and find the refund amount at “My refund applications”. Click “check” to enter the refund details page, where you can check the time reminder.

If the seller does not respond to your request within 5 days, the system will automatically approve your application by default. If you have selected to “return and refund”, then you will need to return the goods. Whereas if there is no returning of goods needed, you will receive the amount of refund as stated in your application.

About Eric

Hi! I'm Eric,the guy behind howtotao.com.Please feel free to contact me if you have any further questions or concerns regarding taobao.

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31 Comments on "How to Request a Refund on Taobao"

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Hi Eric,

Maybe same question

I have paid via online banking, CIMB & MAYBANK

Seller have approved my refund request and when i check the refund status, it need alipay verification. (i am from Malaysia)

Or i can wait 16 days (refer above discussion) the money automatic return to the bank i use to pay the seller?

Thank you!


Hey Eric,

I always check your website for advises. It’s my first time receive an item but after a few use, the item stop operating. Talked to the seller’s customer service. He asked me to send back to their factory which is not an option for me. Also told him I am from Malaysia but he said that is the only option. Please advise me on my case. Thanks 🙂



i’ve submit my application for refund. now is at stage 3 – Refund Success.

however, it mention my Alipay had authentication problem and cannot return the funds to my account. when i clicked to verify my authentication, they asked me to filled up bank card details (credit card) which i dont have. earlier i made payment using Maybank2u.

please advice. thanks


Hi, I’ve made refund application, and I was wondering where would the refund end up to?


Hi, I am new to taobao and I need some help with the refund process. While the seller has approved my refund, I am unable to transfer it to my bank account as my Alipay account needs to be verified. However, I am unable to do so as I do not have a chinese bank account or identity (身份证). Is there a way to get around this? Thank you! 🙂


I am now making a refund request for aftersale because they send me broken, fake items. The seller requires me to remove it or he will ignore. I asked him for explanation and evidences, he refused to do that until I removed it. Am i doing the right thing?

Mohd Affieq

my refund request is already a success but i haven’t receive the amount till now. it stopped at ‘refund sent to bank’ only. do i have to fill in any forms or something or the money will automatically go into my bank account? -from Malaysia-

Sam Kim
Hi Eric, Can you add info to your Guide on “Refund for items shipped overseas”? I had several issues with returns & refunds, when using Taobao Consolidated Shipping program. The program allows for purchased items to wait in the warehouse 20 days free until you buy more items and consolidate international parcel. Than it takes several days to process and ship the parcel, so its often delivered to a buyer 30 days after payment for some of the goods. By that time, is it possible to a) request refund for certain items; b) place negative feedback; c) return items to the seller? Also, where such items must be returned – to the Taobao warehouse or directly to the seller’s address? And if returned after Taobao deadlines, how the refund is processed? In my practice, due to high return shipping cost its seldom makes sense to return defective goods back to… Read more »

Hi Eric,

I have request a refund….which i using Public Bank ebanking to pay the seller….
within the same day the seller done the refund request….
may i know the money will refund to my bank account or where else??



Hi Eric,

I may have encountered a problem with refund. I made a purchase for the wrong address and have already paid on 13th September, so therefore I would have to claim a refund and start over, just like how the seller suggested as well. The problem is, I received the refund amount on 19th September listed as Pre-Auth Refund, and immediately after that is the debit of the same ammount. Why is this happening? I got my refund but out it goes again? P.s – 2 of my transactions are like this, and still being like this


Hi Eric

Not sure have you encounter such problems like mine before though I been shopping with TB for couple of years.

I submitted a purchase, made a payment via e-nets. Purchase transaction auto close but my payment was deducted. Seller confirm did not receive the money and said it could be internet issues, was told to wait few days. My transaction was on 01 Aug, till now I received no refund whatsoever. How do I make contact with TB ?

Appreciate your help, thanks.


Hi Eric, I might need some help here. I am from Malaysia and Taobao charged me RMB260 at the warehouse for overweight package. But when it reached here, the package is only 7kg instead of 65kg. How can i request for a refund in this case?

Thank you.


hi, im frm malaysia
I have a refund, but i dono where the refund going to,
the status are already DONE success refund mode, but i dono where the money go to?
Go go my account malaysia MBB? coz i making payment via online banking ?
How , can i setting if seller refund, make it refund to my Alipay account or Taobao account itself? Can?


I’ve talked with the seller, and sent back an item using another form on another page ( I filled out the address form and paid for shipping to send from the warehouse back to the seller). It is currently in transit. Is it still necessary to fill out this refund request or not? When the seller gets the item will I automatically get a refund?