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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)

Step 2. Select the style of refund:

Now you need to choose style of the refund

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:

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:

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)”:

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)


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.”

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.

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

  1. Hi Eric,

    Ive encountered a problem

    So I requested a after sales refund for a pair of shoes,
    After ive already payed for the shipping and on taobao tracking it says that the shoes
    are on its way here but the tracking hasnt updated since I put in the refund request and is stuck at
    “Import Received” I was wondering will the shoes still arrive here because the seller has requested that I returned the goods first but tracking hasnt updated in a week and I have no idea where the shoes are
    Also, I was wondering will taobao refund the shipping cost aswell?


    1. when you see “Import Received”,that means your parcel has been received by someone,if you input the correct address for return,the seller should receive your items now.so you ‘d better contact this seller to make sure he got your items and thus get a refund.

      yes,taobao will refund shipping cost.

  2. Hi Eric,

    I just recently found out that the JCEX warehouse do not ship motors.

    When I contacted the seller they said the following:


    It seems like they are suggesting changing courier, but after talking to three differently forwarding services they seem to be hard set on the motors prohibition.

    How open are sellers open to returns based on technical issues like this? is it seller by seller?

    Thank you

  3. Seller has no available stock and so I cancelled the order which I have paid. Will the 2.5% visa charges by Visa be refunder as well?
    I notice there is a service charge refunded, but what is it?

  4. Hi Eric,
    I was order 7 items, but than the seller refund me 1 item money. . Due to no stock. I was paid by credit card But until now I still never see this refund money back in my account.

      1. hello. i have the same problem here as well! how can i use up the money in my alipay account to buy things from taobao? i dont really know how to use alipay though 🙁

  5. Hi Eric,

    I placed an order in mid February and my item was rejected from Warehouse and warehouse suggested I return item to seller. The “Return/Refund” option wasn’t available in my order details. I tried clicking on “After sales application” and got message saying “您已错过了申请售后的时间段”. What should I do?

  6. Hi Eric ! ive a question.. ive requested the refund and taobao status stated alr refunded into my bank acc but my pbe shows hold amount ? so which side i should call ? the taobao or pbe ?

  7. timothy washington

    Hey Eric, I ordered more shoes from Taobao. They make it to the warehouse. Under view logistics my order says Sorry, your parcel due to contraband reasons can not be properly warehousing, please contact the Zhongshan Zhongshan courier goods. Iv’e bought same model shoes but different colors from this same seller. Is this because they don’t sell certain items internationally or what?

  8. Hi Sir Eric, Im happy that I read your blog about how to refund.

    This is the scenario i bought item in taobao and the seller says its out of stock so i opt to refund my money soo this is where im getting confuse…. I use Visa Debit Card for my purchases in Taobao

    May I ask if my refund gets approved where does my money go?

    Does it go direct to my Visa Debit Card when they approved my refund?

    Thanks and Best Regards! More power Sir Eric!


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