How to Contact Taobao Customer Service

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

Taiwan

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

Singapore

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

Malaysia

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

Australia

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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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

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Step3

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.

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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.

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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.

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

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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.

Sellerontheproductpage

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.

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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!!

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!!

713 thoughts on “How to Contact Taobao Customer Service”

  1. Hi ,
    I have order from taobao app and I used my adress . After payment they told me that the adress is not correct . How can I solve this problem and did the seller shipped my items to warehouse ?

  2. i ordered 6 items. seller shipped in 3 separate packages. taobao said to contact receiving company to arrange the packages. please tell me how to do it?

  3. My item says it no one was at home to sign package at 3pm, then it says package delivered at 7pm. However I have not receive it/ no sign of package. Overall package says delivered

  4. hi i’ve received a message claimed that my parcel is failed to deliver and require me to call to service hotline but the contact number is not provided. kindly assist to advice.

  5. Hey, i ordered two items from tmall and never received them. I contacted the seller and also representative . But i never heard anything back from them. i paid $600 usa and never recieved my items. Do you know what should i do to get my refund? Do they have english support agent? Thanks .

  6. Hi, I’m facing the similar problem as the buyer below. I had made payment, but the seller claim that they didn’t received any payment. Thus, the deal shows closed next day (within 24hrs). I was panicked. I called up my bank to stop the transaction payment, but bank couldn’t do anything to stop as their already shows transaction posted. Bank advice me to check again with the merchandise. Sigh….. but the merchandise keep saying they didn’t received payment. I felt cheated. It has been a week, unit now no refund has been made yet. 🙁 Seems like i got no choice but to bare the cost.

  7. Help ! I used taobao first time and paid using credit card.however when i tried to pay it failed and i tried again, it is sucessful but out of 3 items only 2 is sucessful. Later i try another card to pay for the other item, it failed again.i try 1 more time again and it went through.
    The horrible ting is next day i check with my banks they say it was charged to both my credit card for all the failed transactions. Its like only $100 but charging me 3 times more.pls advise if they will refund automatically?
    Its weird why failed transaction they can still charged to my credit card.so insecure!

  8. How do I contact the warehouse. I recent purchase one item and they send it wrongly. I so the seller resend it to me but is to the warehouse and now from what I know from the seller is they warehouse already receive the stock. And so I need to mail out the item from the warehouse. Could you please guide.

  9. Hi Eric,

    I recently bought from a seller but before my item could make it to the warehouse, it says they can’t store it there because it’s been marked as contraband. I ordered an arcade circuitboard type items. Others from the US have ordered this same item before and have had no problem so I don’t get why I got hit with contraband.

  10. Hi

    After paying for my forwarder shipping (4PX) from China to Singapore, I received this error message “【大陆】包裹超出尺寸限制无法出库,请申请退款重新合并订单” as the delivery option I chose which is POPstation is unable to receive my parcel as it is too big.

    Who do I request the refund from? Taobao seller or 4PX? How do I go about doing it? Would appreciate your advice.

    Thank you

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