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Taobao sometimes change the phone number, you can check the original page here to make sure the contact number is not outdated.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

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Hi! I'm Eric,the guy behind howtotao.com.Please feel free to contact me if you have any further questions or concerns regarding taobao.

520 thoughts on “How to Contact Taobao Customer Service”

  1. Hi Eric, I accidentally clicked on “Received Order” on TaoBao but have yet to received the Items. I have paid for the freight charges already and selected delivery by air. I have contacted the Vendor and he said not a big issue. What else should I do?

  2. Hi Eric!

    May i ask if you have ever encountered that the parcel has arrived at your house but you have yet to receive it?

    As i have just received the message but i have yet to receive any parcel from taobao. Am kinda worried right now as i have no one to contact to in Singapore.

    Kindly advise!! thank you

  3. Hi Eric,
    Your posts and tips are really helpful. I used to follow every steps you stated to order things from taobao without any issues.
    But currently I have an issue with my taobao package for the 1st time and I really need your advice. The tracking info has not been updated for a month , it was stuck at “The parcel is loaded in the shipping warehouse and sent to the destination. If the package has not been updated for a long time, it is recommended to consult the courier company or the seller.” So I did use the livechat to chat with a Forwarder customer representative, they said they need to ask the shipping carrier for information and ask for my email to response when they have the answer. In 1st email they said they would get back to me in 1-2 days, but they did not. I waited for 2 weeks and asked if there is any response from the carrier and what if my package is lost. They sent an email back saying the carrier said my package was lost and asked me to send a screenshot of the item’s order value, they will help me to apply for compensation. Now I got confused if that is a normal way taobao used to solve problem by sending email, and the email is ending with @vip.163.com? I’m just scared that i would got scammed. Please advise, thank you in advance!!

  4. Hello Eric, I”m afraid to buy at now because recently I meet problems with Taobao pages that are incomplete (see photo attached pls).
    So, i may not use all functions especially to access to cart and payments to select… I think it’s because flash player is becoming obsolete … I would like to contact Taobao services but I only have a chat with robot.
    Your help would be welcome because I have many things to buy at now..
    Thank you, Francis.

  5. I create a taobao account using Alipay and couldn’t get it and it’s already frozen. I don’t have another number to create one. I tried contacting the customer service but there always a robot answering. I just want them to delete that account so I can create a new with the same phone number

  6. Hi Eric, I happened to find your blog.
    Found many of the posts really helpful. Thanks for taking time & effort to share all the tips.

    I am currently having an issue with one of my orders.
    I ordered a X’mas tree to be delivered to my country last week.
    However, the item was rejected just before it was consolidated to be shipped back to my country via air. I received a notification last week on the rejection and that the tree will be sent back to seller. So I contacted the seller and seller asked me to check with the forwarder (Cai Niao) on the actual dimensions of the box.
    I did and forwarded the dimensions to seller. Seller said she will trim the parcel and send out in the new dimensions given. Told me NO need to apply for refund last week. So 4-5 days have lapsed and today I texted seller on the status of my tree – have she mailed it out in the new box with new dimensions? As Xmas is getting closer and I am anxious about receiving the tree late. Her reply – Pls apply for refund. So I told her, that was not what she had advised few days ago. The next thing that happened, she replied and said that I am very troublesome and I think she blocked me on the chat immediately. Now I don’t think any of my messages will reach her. So what should I do next? Apply for refund on the tree? So far, this is the first time I encountered something terrible like that – being blocked by seller on the chat..

    1. for Christmas trees, you should start placing orders in early November to avoid any risk.

      and yes, I know that Taobao sellers can blacklist or block a certain customer.

      Now you can only apply for a refund first.

      If you still want to buy something from this seller, you can only use a new account

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