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How to Contact Taobao Customer Service

Updated on March 31, 2021

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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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

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558 thoughts on “How to Contact Taobao Customer Service”

  1. How to lauch compliant to CHINA CONSUMER DEPARTMENT

    China seller put such a cheating information on the TAOBAO… 30cm x 200m

    When reach customer that is only 30cm x 15m (WE measure by hand) for the packing rolls

    How can it be… whether CHINA SELLER love and live to put what then put what to sells…

    Thing sales not same with the picture, it is very DISGUSS THING and dishonest…

    In Malaysia this is counter cheating miss leading can go to jail and heavy summon

    NO BUSINESS ETHICS

  2. Hello Eric,
    I am a fairly new account in Taobao amd had four successful transactions so far. But yesterday, I was not able to check out anything from the app and get this translated error, “Failed Purchase! Dear, there are too many orders at the same time, suggest you to try again later.” I tried checking out many times from different sellers thinking it was just a server error but the same error appears. Now, I am suspecting if my account has been frozen or something. BTW, I am using a forwarder because all sellers I purchased to suggested me to do so as they don’t want to ship directly to my country. Do you think maybe it contributed to the issue? This makes me very frustrated as there are a lot of things that I want to purchase from Taobao. I hope you can give me an advice. Thanks very much, Liza.

    1. Yes, maybe your account has been limited.

      There is no problem using a forwarder.

      Usually, your account is limited or frozen because your login environment has changed.

  3. Hello Eric,

    I am unable to pay for the items that I would like to purchase. It comes up as 支付订单不存在,无法进行付款. The message then asks for me to try again later or use my computer to pay but when I tried to pay with my computer, the error message instructs me to use my phone.

    I am wondering if you have had encounter such an issue and how did you go about resolving it?

    Thank you, your help is much appreciated

  4. 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?

  5. 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

  6. 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!!

  7. 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.

  8. 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

  9. 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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