Web Analytics

How to Contact Taobao Customer Service

Due to the language barrier, you can easily run into some trouble with 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

I only found taobao phone support,online form 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.

Taobao English customer service request form

here is the link,you must login to fill out this form,so if your account is blocked,you can not use this method.

Taobao Hotline:

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Taobao sometimes change the phone number, you can check the original page here to make sure the contact number is not outdated.

Contact Taobao via 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/

#2. how to contact alipay

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

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.

Alipay livechat support:

Step 1:

Click this link to go to livechat 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.

Step 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.

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

Step 3:

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

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 官方空运 佳成国际 中山速递
Canada 官方空运 佳成-UPS 中山速递
Australia 官方空运 官方海运 官方直送
New Zealand 中通秀驿ZTO 4PX
Japan 4PX
Singapore 官方直送 官方空运 官方海运
Malaysia 官方直送 官方空运 官方海运
Hong Kong 官方配送服务 顺丰速运 官方直送
Macau 顺丰速运 官方直送
Taiwan 官方直送 官方空运 4PX
顺丰速运 圆通速递 官方海运

#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.you can install it for Windows,Mac,iOS and Android version,you can download it here

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.

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.

Share on facebook
Share on twitter
Share on tumblr
Share on reddit
Share on telegram

474 thoughts on “How to Contact Taobao Customer Service”

  1. Hi, Eric
    I’ve registered in Alipay few months ago as foreign and bind alipay account to overseas bank card. Everything was fine, I paid plently of times to taobao shops. Today I was logout from my account by alipay system and now for log in it required chinese bank card. I dont have chinese bank card, what should I do now? My account is frozen with more than 10000RMB.
    Alipay Livechat Support doesn’t work, because when I insert 人工客服 , it answered “Please call the official customer service hotline 95188 of Ant Financial”.
    I think it’s useless to call by this number 95188, because chinese people usually dont know english, so they won’t help me. Stalemate situation.

  2. Thanks for providing this info – I ordered an item for the 1st time from Taobao but didn’t think about customs/import duties, etc. They attempted to contact be but only Chinese so I couldn’t understand – The links to the chat helped me get in contact… I’m still unclear of the shipping process and how I will be contacted when the item finally ships – it’s been in the shipping warehouse for 1 week waiting to be sent so far…they suggested a further 3 weeks after it is shipped before arrival in Australia…

  3. Thanks! This is the only place I found the telephone number for Singapore. However first try was likely a cross line. Heard an Indian support guy in the middle of a conversation. Second try went through. The customer service was so helpful. My account was hacked and the chatbot wasn’t helpful at all. So the telephone number listed here saved the day. Thanks!

  4. is there a way for me to contact taobao customer service in english? the seller told me he shipped my orders in 2 boxes and put the same address. i paid for the consolidation for both orders but i only received 1 box from the pick up point. is there a way for me to trace the other box? thank you

    1. Hello there i am going round in circles to track my order. Can you help me?
      I ordered and paid for. 3 nos. “forever Bent Handlebar30 speed repad Bike. through Lazada Malaysia who n turn got it from Tao Bao Collection. Unfortunately I only receieved 1.i still do not know what happened to the other 2 bikes. my tracking no for the one I received is LAZCA 0000007798. My order no is 256170284666802. Amount paid RM 1224.00 Pls contact me if you need further info. TQ

  5. hi eric,
    i have a problem here. I tried to call the “other areas” phone number, but the voice that appears says that “you’re not be able to make call to this number.” I have families from Hong Kong and their numbers have one more digit. I’m wondering if the number on their website wrong or what.

  6. Hi Eric

    I actually ran into a problem with a seller. So basically i ordered 2 product, I will use SKU1 and SKU2 for easier reference. I ordered 2 SKU2s, so in total I was supposed to receive 3 items. The seller for some reason shipped the items separately, with the SKU1 in 1 package and SKU2 in another. When it arrived, SKU2 only had 1 item instead of 2, so the seller short changed me. When I contacted the seller, he told me that there was supposed to be another package on the way, and provided me another tracking number that was not displayed on the taobao app. He told me it was not possible to input 3 different tracking numbers, so that was why the third one did not show up. I am just wondering if this actually the case, or if the seller is trying to dodge responsibility. Using Cainiao’s chat did not aid me much since they just told me the estimated waiting time for my parcel to arrive. Your reply would assist me greatly. Thank you.

    Best Regards

    1. yes, some sellers did this a lot, it is not their problem. you should tell Cainiao’s chat another tracking numbers, telling them there are another 2 tracking numbers for that order otherwise the warehouse system will not recognize it.

  7. Hi Eric, do you happen to know how the whole shipping process work if the shipment address is to a country that is not listed in Taobao consolidated shipping?

Leave a Comment

Your email address will not be published. Required fields are marked *