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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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.
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.
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!!
713 thoughts on “How to Contact Taobao Customer Service”
My order is arrived but I am so dissapointed because most of all the parts were incomplete! Can i replace it!!??
View CommentHi Eric, I still not received any refund , however Alipay mention done refund successfully
View CommentHello Eric, I have a problem in receiving my product, I didn’t pay the transport money because I didn’t know but my address is to send to Malaysia,Sabah. Now it doesn’t send anymore information about my product journey. And I called many times but failed. Is there any solution to this problem Eric? Hope to get some help from you.
View CommentMy parcel is tagged as delivery failed . i dont know why .
View CommentAccording to logistics they will send it back to you . but on lazada’s end the status is shipped
Hello, my account always appear ( due to your activities, the process can not be continued) i use 3 accounts after purchasing time always like this. And i can not purchase on Taobao anymore
View CommentHi Eric , I have a credit card transaction with TaoBao on 12 August 2018 amounting to RMB142.55.
View CommentOn 1stSep2018, it was confirmed by the merchant that once the order is closed , the amount paid will be automatically refunded . May I know how long does it take for the refund to be credited to my account?
Yesterday , I contacted with my credit card company , so far there’s no refund from TaoBao.
Appreciate your advice. Thanks
Hello , before this i buy in taobao okay . But recently i received a problem cause my parcel should be received together but they split at custom inspection . but why ? Cause i only buy a dress . and my parcel stuck there now i don’t know how to settle it . Pls help me .
View CommentHi, my package can be tracked in this website: https://www.trackingmore.com/cn.html， is this a fake site or not?
View CommentHi,
on Taobao, there is a seller that keeps selling our intellectual property, and that of many other artists, without our consent. We have a hard time contacting you and getting a reply.
This shop bought our designs and even uses our Photo material to offer the products online on your platform.
What should we do to stop this? How can we solve this problem?
View CommentThank you
Where is the Singapore office? My purchases have been in the warehouse for a month now. The payment for forwarding cannot get through. Maybe easier if i go down and settle directly. Thanks
View CommentI tried calling the number given but vs not get through one. Many times
View CommentUnable to contact forwarder in Singapore
View CommentMy purchase has been in the Singapore warehouse for close to a month. I cannot process the payment for the transport fee Singapore side. I have contacted the helpline online many times but to no avail. Each time the webpage changes to payment page the system hangs. My purchases are to looking overdue
View CommentMen’s Japanese-style Round Neck Short Sleeve Striped T-Shirt (Color of the white) when i buy 8rm only, but they take from my acc 36.40 rm how i resume back my money.
View CommentTHE PROM NOT WORKING.
View Commenthi eric!
it seems taobao is getting harder and harder to use. ;(
i used to be able to buy stuff and ship to japan easily.
it has become a hassle so i stopped buying from TB but recently there are items that only I can find in TB so here i am again.
anyway here is my story, i ordered a bunch of stuff. the sellers messaged me that they dont ship internationally, thats no problem at all. so i give them my warehouse details, this method worked just fine months ago. first of all, now TB asks me to confirm receipt and put in my alipay payment password, ok done.
i thought that after doing that i can move on to consolidating my items so that i can now have em shipped to me. the problem now is: my transactions are successful and there are no further steps after evaluation.
i can not find the option for overseas consolidation.
the status of my items just say that the warehouse has signed for them.
it says this to be exact : [东莞市]快件已在东莞沙田签收 签收人：递四方集运仓签收，大侠，中通镖局护送的包裹已安全抵达，望打赏五星好评！
please help me get my items, i dont know who to contact. xiami si basically useless and i cant find their english speaking customer service.
View Comment