How to Contact Taobao Customer Service

Due to languarge barrier,you can easily run into some trouble about your orders, shipping, returns, money .etc when you buy directly from taobao.Contacting 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 the taobao anywhere on 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

I only found their phone and emal contact info,they do provided a link to their livechat,but it is robot that only answers in Chinese,so it is useless for you.

1.1. 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

Note #1: 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.

Note #2: Taobao sometimes change the phone number,you can check the orginal page here to make sure the contact number is not outdated.

1.2. Taobao Email address for English support

Taobao listed an Email address on their website for English support,it is [email protected],they said email will be replied within 24 can try it if it is not a urgent question.

1.3. Contact Taobao via social media

Their Facebook page is or

On Instagram, they’re —

#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.

2.1. Alipay phone support number:

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

2.2 Alipay livechat support: this link to go to livechat page

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.

3.then you will see a blue button with text”连接在线客服”,click it,and will connect you with a Alipay customer support member. 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 with it.So It is important you know how to contact the guys there.

3.1. contact your warehouse via “Cross-border logistics management(跨境物流管理)” page.

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.

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.

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

3.2. contact your forwarder via livechat

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

United States



New Zealand




Hong Kong



#4. how to contact your 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 version,you can download it here.

4.1. contact seller on the product page

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

4.2. contact seller from [已买到的宝贝(purchased)]

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.

Note: 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 a valid proof.Dont add seller’s wechat id if you dont know him.

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  1. hi, recently i have proceed a dress in taobao. When i make payment the system shows busy. Bank have deducted the money but taobao shows trading closed. Then how to apply refund? No refund button there 🙁 will they automatically refund me or there has other way to apply refund?

    • mine is similar but i placed the order and it said order sucvessfully delivered, but i have not receive it. i asked the buyer whr the items went, they told me to check with the shipper but i dont know who shipped the items and i have difficulty in chinese pls help me

  2. How can I turn my taoba to English language since I don’t understand Chinese. Pls help

  3. Can you open up the refund page of an item that I returned that is damaged. The refund page is close so I am unable to apply for a refund.

  4. Hi Eric,
    Quick question… how do i track the AWB tracking number?

    Up until a couple of weeks ago, you could pay for the international shipping and then you’d have an update on your logistics page with an overseas waybill number which you could have taken to\en and track it. They would then give you the equivalent UPS number so that you could track the delivery.

    But now, all you have available is a certain AWB number and if you use the forwarder’s website to track the number it just gives you a mistaken number error message.

    You know how to get all the forwarding info from this AWB number?
    Thanks budd,

  5. my sea shipping is already 10 days over from the date of arrival in KL. no update at all in 10 days. everyday message the dex-i cs and all they can do is tell me to wait. finally someone who able to give me the company called DYL with a phone number, i called them and they want me to give marking number and container number, the tracking number i used to check in dex-i tracking is useless. so i go into live chat again with dex-i cs asking for the marking number and the container number. dex-i cs told me they are unable to provide/not in their system. this is so frustrating and i already put in a complain with taobao cs and they will help me follow up with dex-i cs but still ask me to wait for email. what i want is very simple. just tell me where is my parcel and any contact number and reference number then i will go and pick up myself at any sea port. i am totally disappointed with the service

  6. Lazada (Air) forwarder please provide the contact number or live chat link, sooooooooooooooooooooooooooooooo damnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn slow and really bad services from this forwarder really hard to contact and trace !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  7. I had ordered 3 merchandize items from Taobao around 13/7/17. Their tracking list shown the goods reached Lazada warehouse on 27/7/17 & 20/7/17. However, to date, 1 of the item suddenly shown good already received. In actual fact, the goods never reached me. I try contact Lazada, but was asked to refer to Taobao directly. But I have no contact to reach the seller. Pls advice.

    • i also have faced the same problem!did you find the solution?if i might do a court case!They cannot just play with peoples money like this!

    • 我有類似的問題,唯一的區別是我住在海外I have a similar problem, the only difference is that I live overseas

  8. Hello, I’m trying to get my product on the site, since there is no way for me to view it in english, I’d like to get an email of a buyer who can help me out. Thank you!

  9. hi eric, i have placed my taobao order about a month ago directly from taobao direct and the item has not arrived. I have been recieveing calls from china but everytime they call, i was not able to answer. Is there any way i can contact them and if i manage to answer the call, can i communicate in english?

    • chat with them via livechat.I don’t know,most of their customer services do not speak English.

      • yes, i spoke with them only like2 of them know english

      • Hi
        May I ask how do I edit payment mode in Tao bao… As I can’t find any way to edit to another payment mode.

  10. Hi Eric,

    FIrst issues, I having problem on getting my items and Lazada shipment service face lot of problem. i have paid overall 70.78yuan for 6 item on lazada haiyun service. but 3 items not at they warehouse and the information on taobao shipment suddenly change from item at Lazada haiyun shipment warehouse to unknown…? and require more payment for the item that i already paid for it to be ship. only lazada transportation is worse.

    Second issues, i have wrongly press the item haven’t receive to to received? can i undo it and will it caused me trouble where my item still unknown at where… the lazada warehouse can’t detect my item although my item stated at they site. Any solution to this. I not pro in chinese read/write so i messed up. Really appreciate a help.

    Thank you.

  11. It seems the live chat is not available in english anymore. If you write an email you just don’t get an answer at all, and both numbers listed as “others” ((852)30183610 or (852)22155300) are not connected with an account anymore.
    So actually there is NO custermer service for people who can’t speak fluent chinese on taobao.

    Good that I had a chinese person to help me, but it didn’t matter because also the chinese customer support seems powerless. They asked the seller to send me the product, he refused and that is it.

    I bought a product on taobao, payed twice, got two times the wrong product and now the seller refuses to send me what I payed for.

    Until now I just had positiv experiences with taobao but it seems if someone really wants to cheat you there is absolutely nothing the support can do.

  12. hey, i ordered a pair of shoes but it says that it contraband and that my package can not be properly stored and to contact Zhongshan courier

  13. Hello, I am not able to login to my Taobao account. I am getting an error message 很抱歉,您查看的页面找不到了!


    天猫首页| 天猫超市| 天猫国际

    Please help me

  14. Hi, I ordered a few items in a single order. However, one of the item didn’t reach me. Then I noticed that the recover stopped at the warehouse and didn’t send to Singapore. Seller said address given to her is such. How can a single order with different mailing address?

  15. Hi Eric,
    I am unable to log in to my taobao account. This is the error message. 该账户已被冻结,暂时无法登录. I think my account has been frozen. I really need to log in to my account to get the way bill numbers for about 10 orders I made last week. I need to give those way bill numbers to the oversea shipping company. Could you let me know how to solve this problem? thank you

  16. Hi,

    can you please put on the list Macedonia +389, I like to register and make purchase.

    BR, Dimitar

  17. I can not fine my account and password, can not even re-register under the same email address, please help. Thank You.

  18. For the English Live Chat Support

    Which one do I choose?




  19. Hi eric. Ive ordered 4 items. On the tracking system stated that all the items had “sent off”. But the tracking system does not been updated for 4 days. The question is, who that I can contact to get rhe latest activities for my shipment?

  20. My refunded money did not go through plus the contact number did not work dor taobao anymore

  21. Hello Eric,

    My parcel has not arrived yet (10 days late), I’m unable to track in Skynet, seller asked me to contact China warehouse but didn’t further elaborate to help. However as stated on the delivery info, Zhongtong is the warehouse, Kuadi is the logistic company. So, 2 questions:

    1. Is Zhongtong is the same as Zhongshan(stated above in your blog)?
    2. If they are the same, should I reach out to Zhongsan or Kuadi to sort this out?

    I do not read Chinese so everything is a bit messed up.

    Thank you!

    • ZTO is zhongtong,not zhongshan,you need to contact ZTO through livechat.

    • Serve you right that you do not read Chinese. Go buy from “English” sites lor. LOL. I look down on people like you.

  22. Hi Eric , I wish to know the thing I order form taobao, why the flight delay for many days ?? They come out form the details is 21/03/17 will be landed , but today it’s already 27/03/17. Is it any wrong with it ??

    • HI,I don’t know,you can contact your forwarder to ask him this question.

  23. Hi,Eric
    I have order 6 item in taobao but I just receive 5 item.. My last item no send out n still pending to delivered.. And say I did not do payment international shipping on it.i wanted to pay the international shipping but cant. I ask for seller refund and they reject it.. How can I get my good or refund??already contact seller n aliwangwang too..

    • HI,if the seller send all 6 items to the warehouse,then you should contact your forwarder warehouse to resolve this issue.

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