How to Contact Taobao Customer Service

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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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

On Instagram, they’re —

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.

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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.

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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.

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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.

kc oss 1533105408995 5

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

kc oss 1533105454930 6

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.

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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!!

Follow Me On My Social Media.!

I am very active on various social media outlets as well as this blog. So social media is a much faster and more effective channel to communicate with me compared to comments section of this blog.

I also update my social media with the latest Taobao and 1688 articles, tips, rule changes, latest promotions, etc.

If you’re serious about buying from China, you can’t miss my social media.

Here are the social media accounts that I hold:

It only takes a few seconds to follow me, but one of my updates there may solve your problems and save you a huge amount of time and money!!

692 thoughts on “How to Contact Taobao Customer Service”

  1. Good day,
    My name is Maryam, i tried to log sinto my 1688 account and my username is correct but can’t remember my passpwrd, please what happen and how can you help to resolve it ,this is the massage they send to me when I was trying to login ……Terribly sorry! your account has serious violations and has been processed as a ” frozen”

  2. Hi Eric,
    How to prevent from block phone numbers by 1688 and Taobao website as we have to keep purchasing new prepaid to access. We are trying to seek customer support in siingapore yet unable to find the link. I need your advice. Awaiting your reply and thank you so much.

  3. Juliana Abdullah

    May i know which courier service in Malaysia can i use to return back the goods that are wrongly shipped to me. The goods should be return to Setapak, Kuala Lumpur. The list of courier service that given by Taobao cs only support in China.

  4. do you have a script for what to press when calling the other areas number? have been calling and pressing 1/2 then 4 and other combinations but so far nothing’s connecting me to an actual person? it just sounds like its repetitively asking for numbers to be pressed and nothing’s happening

      1. Hi Eric, did you ever write a guide on this? I’m English only speaking and trying to call their Australian Hotline to unblock my account, however I don’t know what to press.. Thanks!

      1. yes I am in China and I tried but they don’t understand the problem I tried to call on Taobao customer service in Hongkong but the contact number is wrong any solution for this please help.

        1. If you are in China, the best way is to get your Chinese friend to help you call Taobao customer service in China instead of Taobao international customer service.

  5. Hi Eric,

    Will items that were purchased from a now frozen account be sent? I purchased multiple items last month with no issue, and saw that my account was frozen today.

    I also was sent a message from a seller last week to begin a refund process as they don’t ship to Australia. I can’t do this now because my account is frozen.

    1. you can call the Taobao customer to unlock your account. you may hear them speak Chinese on the phone, but they can also speak English because most Hong Kong people are bilingual.

  6. Am looking for your email address and can’t find it any were ,My name is Dave and am from Nambucca Head’s NSW Australia, I have looking in becoming a agent for you in Australia ,
    Could you please let me know how to I go though this process ,
    And your assistance in this matter would be well appreciated

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