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.

 

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

  1. hi eric, the seller has shipped out. but werehouse still not update. it almost a month for my item to arrive at werehouse. can i know how to request for update my item ? im using lazada air.

  2. can I apply for a refund it taobao says “已过维权期不能发起” . Since the seller didnt ship me 2 of my items. I messaged the seller but they just told me to apply for a refund, which I cant…..

  3. Hi, I have opted for the refund and it was stated to be successful as “银行已入账” but the money was not credited to my account yet. Do i have to check with the bank or taobao about it?

  4. Hi Eric, I ordered custom made items from Taobao through an agent. The items arrived are defective. My agent have been trying to get the seller to respond to my refund/reprint request but the seller is still quiet till now. My agent told me that Taobao Customer Service does not solve these type of problems because it is an overseas purchase. Is it true? Is there another way to get a refund? Hope to hear from you the soonest. Thank you!

  5. Hi, I just requested a refund from the seller but my item is still on the way to the warehouse in china. If the refund succeeds, how do I go about returning the good to the seller?

  6. Hi Eric, for refund, will it Be possible for seller to refund back into our credit card?
    If not, back to alipay?

    If I don’t have alipay, how should I go about doing it?
    Thanks!

    1. Hello Claire

      I am having similar problem as yours. Did you get back the refund amount to your credit card?
      If yes in how many days the amount got refunded. If no did you come up with any solution?

  7. I placed an order on Taobao FOCUS, but the cost of shipping to the USA is almost as much as the merchandise. They don’t tell you how much the international shipping will be when you place the order. You only find out the cost later when the merchandise arrives at their warehouse and they ask for 2nd payment. I asked if they will ship by regular China Post (much cheaper) instead of Air Mail, but they won’t do it. The merchandise has already arrived at Taobao, but I am not sure I want it now due to the high cost of Air Mail shipping. Can I get a full refund at this point if I cancel my order? I might still go ahead and complete the purchase if they will give me a better shipping rate. What suggestions do you have?

  8. i have received the goods , but it is not in order. The seller agreed to refund.
    The seller say I will have to bear the shipping cost for sending back to good.

    question

    1
    1.which courier servoces can I used that give a better rate. EMS quote my SGD54. (my item cost me less the SGD50)

    regards
    Serene

  9. Hi Eric, I just put up a refund request. Seller sent wrong item but refuse to refund full amount if I do not return the item. I do not want to return the item as it will cost more. Should I just wait 5days for the auto refund or should I contact a TB rep now? Seller has not reject the refund request I applied.

  10. I placed order a few items on July 1 2017 and one item has yet to reached the warehouse. I have click on remind the seller to ship. I found out that the link to this item is not available anymore.
    https://world.taobao.com/item/547467865514.htm?spm=a312a.7700714.0.0.TUsulQ#detail . Can I get a refund? Can I add another order to my current order while waiting for the refund? How to tell them to ship the items if I do not want to wait? Do I need to wait since I have remind the seller to ship? How long is the warehouse going to wait for the last item. Very confuse. Thank you.

      1. Hi Eric, I ordered several items in December 2017 from Taobao and didn’t manage to receive the items for a month (before I leave for a holiday in Europe). I even tried to call the delivering company (Ninja Van) while I was in Europe several times to arrange for the delivery time. Unfortunately after spending $500 of phone bills, I was told that my parcel has been returned to China. It has been more than a month since the transaction in Taobao. I’m very disturbed with what happened and o really hope of you could help me. Do you know if I can still request for refund for my items?

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