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How to Contact Taobao Customer Service

Updated on March 31, 2021

Due to the language barrier, you can easily run into some trouble about your orders, shipping, returns, money .etc when you buy directly from Taobao.

Contacting the Taobao customer service department is the best way to solve your problem, but it is not an easy thing. In fact, it can be difficult to even locate contact information for Taobao anywhere on the website.

To assist you, here are several ways you can get in touch with Taobao customer service when you have a problem with Taobao.

1. how to contact Taobao

Contacting Taobao customer service is not an easy thing, not only for foreigners but for domestic users as well.

Taobao used to offer English online forms and email support, but both have been discontinued in the last two years.

Now for a foreigner who doesn’t speak Chinese, you can only reach them via local phone or social media.

Taobao phone support number:

Hong Kong

  • phone number: (852)30183610
  • working time: Monday-Sunday,9:00-18:00


  • phone number: (886)277054306
  • working time: Monday-Sunday,9:00-18:00


  • phone number: (65)31633159
  • working time: Monday-Sunday,9:00-18:00


  • phone number: (60)392125564
  • working time: Monday-Sunday,9:00-18:00


  • phone number: (61)383738606
  • working time: Monday-Sunday,7:00-18:00

Other areas

  • phone number: (852)30183610
  • working time: Monday-Sunday,9:00-18:00

When you are from”Other areas”, before making the calling, please notice that it is not a toll-free, it is a HongKong phone number, so the rate will not be cheap.

Taobao sometimes changes the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.

Taobao social media

Their Facebook page is https://www.facebook.com/sea.taobao/ or https://www.facebook.com/taobao.global/

On Instagram, they’re — https://www.instagram.com/taobao.official/

On Youtube, here is the link to their channel.

2. how to contact Alipay

when you have problems with your money, payments, refund, bank account, then you need to contact Alipay to solve it.

Alipay phone support number:

Taobao and Alipay share the same phone number, so you can call the Taobao support phone number, after getting through, choose service language and Press “1 “to talk with Alipay support.

Alipay livechat support:

Step 1

Click this link to go to live chat page

Step 2

Copy&paste Chinese keywords”人工客服” in the Dialog and click the grey “发送” button to send this query to their system.

“人工客服” means live human support, so this step is to tell alipay you need to chat with a real person.


Now you will see a blue button with text”连接在线客服”,

Click it and the system will connect you with an Alipay customer support member, and then you can chat with them in English or Chinese.

Hopefully, your issue will be resolved quickly and easily.

3. how to contact your forwarder warehouse

Warehouse plays a key role during the whole Taobao shopping process, your orders will be shipped from seller to warehouse, then from warehouse to your address.

If you are a newbie, you most likely will run into some problems related to it. So It is important you know how to contact the guys there.

contact your warehouse via Your Order management page.

Step 1

Log into your Taobao account, Click [跨境物流管理(cross-border logistics management)] in the upper right corner of Taobao homepage or click here.

Step 2

On the [待集运订单(To be shipped)] tab, you need to select your forwarder(by default, it is 官方配送服务),

you can click [集运操作咨询(Consolidation Consultation)] or [问题咨询(Problem Consultation)] to contact forwarder Customer Service.

or On the [物流订单(Logistics Order)] tab, click on the blue icon to consult with the forwarder Customer Service.

contact your forwarder warehouse via LiveChat

Click the following forwarder link to have a live chat with them, if you are not sure which forwarder you are using, check it from this page.

Region Forwarder warehouse
United States 集运空运
Canada 官方集运-空运
Australia 官方集运-海运 官方直送 官方集运-空运
New Zealand 集运-4PX递四方速递 集运-中通速递
Japan 集运-4PX递四方速递
Singapore 官方集运-海运 官方集运-空运 官方直送
Malaysia 官方集运-海运 官方集运-空运 官方直送
Hong Kong 菜鸟-官方直送 菜鸟-官方集运 集运-顺丰速运
Macau 官方直送 集运-顺丰速运
Taiwan 官方集运-海运快递 官方集运-空运 集运-4PX递四方速递

4. how to contact your Taobao seller

In order to contact the seller, you need to download a software called aliwangwang(阿里旺旺), it is the official chat app.

They have windows, mac, ios, and Android versions, you can download them here.

contact seller on the product page

After logging in to Ali Wangwang, go to the product page, click the blue icon on the right corner of the page.

Contact seller from [已买到的宝贝(purchased)] page

If you have placed an order, go to the on the [已买到的宝贝(purchased)] page you can find the seller aliwangwang right next to the order number.

AliWangwang is the official chat software on Taobao. if there is a dispute in the transaction, you can provide a screenshot of your chat history as valid proof.

Don’t add the seller’s WeChat id if you don’t know him!!

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588 thoughts on “How to Contact Taobao Customer Service”

  1. My second buy on Tao bao and from the same buyer I received only half of the order, 2 out of 4 shirts, not a catastrophe, I would like to know if only half was shipped and another shipment is on his way but unable to contact anyone using this little blue icon on the purchased or product page, could it be a browser problem..? I am using chrome, I am trying now ( 11 pm Bangkok Time ) maybe outside store hours and it is off … any advice is appreciated … Cheer’s .

  2. HI Eric, i bought two items from a seller and it has 3 days now and the seller has not shipped the items and when i asked the seller why he/she told me there is a problem with my transit warehouse and many customers have reported that the goods at the transit warehouse were detained and they cant deliver. what do i do because i have paid for the items and everything?

  3. Hello Eric!

    I have a question, I had a package be sent to the USA warehouse but my tracking says the warehouse rejected it. It was being sent back to Shanghai but was “intercepted successfully” however it’s still being sent back. Would I need to contact the warehouse or the seller?

    Thank you!

  4. Hi Eric,
    Your guide was very helpful, but I have a specific question regarding closed orders. There’s an order I have that has been closed, and the description is that it was closed by Taobao due to a “timeout shutdown”. In this case, does that mean that the seller was unable to send out the product in time, and if that is the case, how would I be able to receive a refund, as I am unable to pinpoint a specific place to get a refund from?

  5. Hello! I discovered that my account has been frozen and I had items in the warehouse waiting to be shipped to me. What should I do, or is this is typically a lost cause?

  6. Hi Eric
    I Ahmad from Hk I have order drg158 water tank from taobao for almost ten days and it requires 7 working days therefore kindly have a look thank u ☺️

  7. Hey could someone help me? I ordered 2 items and they are shipping on july 10. But out of nowhere my account was restricted. Does that mean I won’t get my items? Theyre already paid. And it was expensive..

    1. Your Taobao account is restricted means you can’t pay for international shipping, so you can’t get your items.

      If you still remember the order information, you can use another Taobao account to contact the seller to ask them not to ship.

      Or you can request a chargeback directly from your bank.

  8. Hi Eric, all of my orders from other shops either have arrived the warehouse waiting to be consolidated or already shipped to Malaysia to be sent to me soon, all except this one order still stuck in Dongguan. How many days shall I give it? It’s been 4 days, still no new updates. I’m scared of running out of time in the warehouse

  9. Hi Eric, I ordered my parcel on Wednesday but it’s still not delivered to the warehouse today. All my other items are in the warehouse waiting to be consolidated. I checked on YTO express with the given waybill and it said signed by malay warehouse “马来仓 已签收 感谢使用圆通” but still no update on taobao website. So what should I do? Please help

  10. Hi Eric,
    Thank you for the helpful guide. I had 3 packages from taobao clear customs and enter Canada within 24 hours. Now it’s been more than 5 days since it first entered customs (message “进口开始清关” has been there for more than 5 days). Who should I contact about this?
    Thank you in advance for your help.

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