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How to Contact Taobao Customer Service

Updated on August 16, 2019

Due to languarge barrier,you can easily run into some trouble about your orders, shipping, returns, money .etc when you buy directly from taobao.Contacting 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 the taobao anywhere on 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#2: Taobao sometimes change the phone number,you can check the orginal page here to make sure the contact number is not outdated.

Taobao Email address for English support

Taobao listed an Email address on their website for English support,it is [email protected],they said email will be replied within 24 hours.you can try it if it is not a urgent question.

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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438 thoughts on “How to Contact Taobao Customer Service”

  1. I was involved in a scam where I had Amex gift cards compromised from another country and purchases made from Taobao.com. Amex will not help. They told us to reach the merchant. Any ideas?

  2. First time ordering on Taobao but my package has been stuck in the warehouse for 4 weeks since I paid for the shipping fee. Tried to log in yesterday and found my account to have been frozen. No idea how to contact them cuz all customer support on their website requires me to log in and the contact number they provided was invalid.
    Do you know if my package will still be sent to me (I’m in Australia) even if my account has been frozen?

  3. Dear Eric,
    I ordered some parts from Taoboa
    The tracking showed it has arrived in Malaysia.My office was closed due to MCO. How do I contact them to trace the parcel or collect from them.

  4. payment already made, but seller did’t get the money,
    my account already deduct, im using MOLPAY.
    so i want to know, how to settle this issue?
    i am from malaysia so i not understand when im call taoboa customer service.
    if anyone has any information or direction they can give me it would be very appreciated.. thank you

  5. Hi Eric,
    Your explanations are really awesome! Thank you so much for your well written and clear explanations.
    I ran into an unusual problem. I made a purchase on Taobao, consolidated shipping, and it was sent to the US, but I never received it. A FedEx label was created in the US, but FedEx never received the package from the US location. I contacted Taobao customer service who told me to talk to Logistics. The first person said, to try back in a day. They were going to try to find out what happened. Two days later, I finally was able to contact via chat Logistics again. I gave them the numbers for the shipping. They found the order number, but asked me to show screen shots of the items and the price paid. I asked why, because I only wanted them to find the package. They said they would try. I sent screen shots, but they said they did not go through. Then they said I had to contact the America and Canada Consolidation Center myself. They showed me a screen shot from the Taobao app. I do not have the app, but use my computer. I could not find the America Canada Consolidation Center even when I searched for it in Chinese on the Taobao website. Now I regular contacted customer service again. I am waiting to hear back. Any suggestions?
    Thanks so much!

    1. Hi,Claire

      how long is it been? if it is too long, your package may be lost as they asked for screenshots of the items and the price paid.

      you need to download taobao app to see what’s in that screenshot.you also need to ask the customer service to give you the contact info of the Consolidation Center.

      1. Hi Eric,
        Thank you for your kind reply. I got an email from customer support. They gave me a link to the Taobao forwarder page, when I clicked on the link it opened the same Logistics chat where I was told they could not see the screen shots I tried to upload with items and price. Following your advice I downloaded the Taobao app. I chose the Taobao Lite version. Is this correct? I do not see how to log on. It wants to set up an account, but I already have one that I set up and purchased from on my computer. (I did not use Google or Facebook but a different email to set up my original account.) So, now I am stuck. It also does not allow you to take screen shots on the start up page or login it for security reasons it says. Could you advise how to login if you already have an account? Thank you so much! This might help other people too!

  6. How do i contact a seller to pay for shipping to the united states if my taobao account was frozen and i cannot get into it i can still access my alipay and i can see all the information about my order like order numbers and waybill number domestic tracking number i cant login to aliwangwang i emailed you and in serious need of help my order is on its way to the warehouse but i cannot get it shipped to us

    1. try to call taobao customer service,I know some people unlock their account by doing this.
      or try to contact the seller using another taobao account(you can register a new one or ask other people for help).

  7. My account has been frozen. Why? How to fix?
    To begin I am a USA resident and over a month ago I made my Taobao account in order to purchase a dakimakura cover that I couldn’t find elsewhere. I successfully purchased the item and then it took about a month until the beginning of March for the seller to drop it off at the shipping warehouse. Which is fine, all the while I’ve logged into my account numerous times throughout the month. Then I paid for the shipping fee about a week ago and my product should be on it’s way now.

    Now here is the weird part. I wanted to check how the shipping is going but when I go to log into my account I am prompted with this message, “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” which roughly translates to ” very sorry! Serious violations of your account have been handled as a “frozen” account. See here for details”.

    I am confused as to what to do next. Is this temporary? Will my order still come? Is there anyway to unfreeze my account? What caused the freeze? If anyone has any information or direction they can give me it would be very appreciated. Thank you for reading

    1. I am in the boat as you! I never received my item either. Think there was an error as it reportedly made it to warehouse, but I never received notification to pay the shipping fee to get it here…I can longer log back into my account where my item was ordered. Any advice that anyone has, please help!

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