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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


  • 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

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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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


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. Hi Eric, I’ve been having issues logging into my account it’s bringing this error mssg “very sorry! Your account has serious violations and has been processed as a “frozen” account. See here for details”. Please what can I do to,so how want track my goods?

  2. Chinelo Martins

    Hi Eric, I’ve been having issues logging into my account it’s bringing this error mssg “very sorry! Your account has serious violations and has been processed as a “frozen” account. See here for details”. Please what can I do to rectify it? Thank you.

  3. I noticed that JCEX (Jiacheng Express) is no longer available to ship to the US; only Zhongshan (Official Air Freight). I no longer have a choice to choose between the two when I purchase an item. Is anyone else facing this issue?

  4. Hi Eric,
    I live in Austrlian and I love your TaoBao guide Website!
    I had recently signed up to Taobao and have purchased a computer case a few days ago. But Taobao seem to have “frozen” my account for some reason.

    Do you know of any way or how to have taobao account unfrozen?
    This is the login message that has been received (google translated):
    “very sorry! Your account has serious violations and has been processed as a “frozen” account. See here for details”

  5. Hello, I just register my account, but when I tried to log in they said my account be frozen. I just don’t understand and I tried to call their customer service in Malaysia, unfortunately, I can’t understand since the audio in Chinese.

  6. Hi Eric, I need some help from you.I create taobao account successfully and I make order successfully too. But I don’t get tracking number and my clothing yet. Now I want to go to check my taobao account . I do nothing, but my account can’t log in. And they said ” very sorry! Serious violations of your account have handled as a “frozen” account. See hear for detail.非常抱歉!您的账户存在严重违规情况,已作“冻结”账户处理。详细请参见这里 . What should i do? How to fix it? I chat to taobao Instragram and Facebook page already,but they haven’t seen my message yet.Thank before hand for your answering.

  7. Hello. Help needed. I just finished registration and verification on both Taobao and Alipay , but whenever I try to add things to cart, it says that my account is restricted.

    All of the verification checks on my profile is green so I’m not sure why they’re restricting my acct.

    This is the translated message of the violation:
    Violation reason Your registration environment There are serious security risks with the use environment, which affect the information security of individuals and Taobao platform, interfere with the normal transaction order of Taobao.com, violate the “Taobao Platform Service Agreement”, so restrict your account usage. Please do not register too many accounts, do not transfer accounts or send spam messages, and maintain good shopping habits

    Which is weird as I haven’t used their services yet. I’ve just finished with acct verification after all 🙁 I’m trying to contact customer support but everything is in Chinese

  8. Hi there – great site! I’ve referred to it many times throughout my time using Taobao. I live in USA and have received many packages from Taobao using the Global Consolidated Shipping as well as various agents. I’ve recently encountered an issue that’s new to me. When I attempt to view the tracking information for my Global Consolidated Shipping package on Taobao, it tells me that no such shipment exists. I’m usually able to track it closely (FedEx), and it should be showing up any day now as it’s been nearly a month since submitting this order for international shipping. I’ve checked, re-checked, and am positive I’m using the right number (international waybill) in my tracking attempts. This is my very first issue of any kind with the service… any advice here? And while I’ve got your attention, an item I ordered was rejected by the warehouse for apparent damage, but that’s about all I can gather on the subject. I assume I need to request a refund, but I’m unsure of how to do that. Any guidance you might be able to offer on this subject would be helpful as well. Thanks for all you do here and in advance for your time. All the best to you and yours.

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