How to Request a Refund on Taobao

Do you ever want to request a refund from taobao when you find somthing wrong? It is not easy as the pages are all in Chinse and you have no idea where to start,right?

In this step by step guide, I will show you how to properly request a refund from 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.

The two types of Refund from Taobao

Depending on the time of shipment and the conditions in which the items are received, You may request for a refund anytime before or after a transaction is made.

Return and refund

if you received the item or items are in the warehouse now and there are items need to be returned to the seller,you have to use this type of refund.

Refund only

if seller does not ship out the items yet,and no item is to be returned to the seller,you can use this type.

You can not use this type when your items already received by your warehouse.

Type #1 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 “items have been shipped.” You may immediately request for a refund.

Step 1. Find the item

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

refund01

Step 2. Select the style of refund:

Now you need to choose style of the refund

refund02

Return and refund(退货退款)

You click this option when there is a problem with the items, or if you no longer want the items and have reached a deal with the seller for a return.

Return procedures:

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

you will be provided a return address to received the return.if you are unable to return and provide the tracking number,you will not be given the refund.

Refund only(仅退款)

If you have not received the items, or if you have received the items but have reached a deal with the seller for a refund without returning the items, select the “Refund only” option.

Return procedures:

  • 1. Request for a refund.
  • 2. The seller accepts your application.
  • 3. Refund completed successfully.

Step 3. Fill out the refund from

Depend on what refund type you click,you will be taken to two different refund form:

Form 1: Form for Return and refund

if you click Return and refund(退货退款),you will see a form like below:

refund03

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

you should choose the real reason for refund,I listed the English version so you can choose it correctly.

  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 items(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).
Field 2: Refund amount

You can use the default refund amount unless you have a deal with the seller.

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

Form 2: The Form for Refund only(仅退款)

If you click refund only,you will see this form:

refund05

Field 1

Have you received the items(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. items 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 items(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).

Type #2 Refund from “After-sales application(申请售后)”

This works If 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 items you received, you may request for a refund or return via the “After-sales application.”

Step 1:

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

after001

Step 2:

Choose your desired style of application:

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

refund004

Step 3:

after you choose the style,you will see a refund form for that style,you have to fill out the form and submit to complete the request process.

The form for Refund only

the form content is similar to the one I mentiond above,so I will only taking “Refund only” as an example:

After selecting “Refund only”, you’ll need to check whether “You have received the items” and fill out the relevant information as instructed (the same as Part1).

After that, click “Submit application.”

after003

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.

Check the refund status

you 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.

refund06

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 items.

Whereas if there is no returning of items needed, you will receive the amount of refund as stated in your application.

 

Follow Me On My Social Media.!

I am very active on various social media outlets as well as this blog. So social media is a much faster and more effective channel to communicate with me compared to comments section of this blog.

I also update my social media with the latest Taobao and 1688 articles, tips, rule changes, latest promotions, etc.

If you’re serious about buying from China, you can’t miss my social media.

Here are the social media accounts that I hold:

It only takes a few seconds to follow me, but one of my updates there may solve your problems and save you a huge amount of time and money!!

234 thoughts on “How to Request a Refund on Taobao”

  1. Hey Eric,

    After I bought 3 items from a seller, I refunded 1 of the items and I got the money back and it was successful. Now I want to pay the international shipping and it says my orders from that seller are 3 items instead of two. Does this affect the weighing of my parcel as I’m not sure if they added the refunded item’s weight to my package.

    Do I need to somehow remove the item from my list or don’t worry about it?
    I only have the option of deleting the whole order with all the 3 items not only deleting the refunded item.

    Thank you 🙂

  2. 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!

  3. 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 🙂

  4. Hello,

    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

  5. 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! 🙂

  6. 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?

  7. 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-

  8. 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 China. When a seller ships the item to a local buyer, its delivered in 2 days, and the buyer is advised to inspect the package before accepting it from the local courier. If not accepted, return shipping is “free”. In contrast, when a package is shipped to Taobao Consolidation Warehouse, its never properly checked for defects and missing parts, unless visibly broken. When its delivered abroad, its often way too late and prohibitively expensive to return.

    That’s why selecting a quality seller is very important. Overseas buyers should never buy from a seller with lowest price and low sale volume. Unless of course its a direct shop of the manufacturer, preferably on Tmall. Buy selected items in stores where most other people buy, and always read their feedback first. In addition, warn the seller upfront to ship only quality goods to avoid complaints. In my experience, almost half of the product categories, received via Taobao Consolidated Shipment, contained some incomplete or defective items, because sellers knew a foreign buyer will never ship it back, and would have difficult language and culture barriers to go through Taobao Claim process.

  9. 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??

    thanks

          1. Seems like i just got back the money…..

            But another funny issue is the the amount lesser.
            The transfer fees when we pay before wont refund to us right?

            Thanks.

  10. 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

  11. 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.

  12. 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.

  13. 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?

    1. if the refund is issued after seller received your money,refund will be back to your alipay account.if refund is issued before you release money to the seller.money will be sent back to your bank account.it usually takes 3-5 business days.

  14. 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?

    1. what form did you fill out,this is the typical way to get a refund as Taobao can protect you if there is any issue.
      if you fill out this refund request,when the seller gets the item,he will release the refund to you.I am not sure about the way you use.

        1. oh,I got it.but you still need to fill out a refund request form,the one you fill out is used to tell the forwarder to send your items back to seller.a refund request form is used to request a refund from seller.they are different.

          you need to contact the forwarder to asking for the tracking number for return.I can’t see the delivery status from the screenshot you provided.

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top