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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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!!
723 thoughts on “How to Contact Taobao Customer Service”
Hi, Im from the Philippines but Im currently in Cambodia. I made an account today April 14, 2025 and I made 2 orders using paid using my Wise card. After a few hours it says I need to lift restrictions, so I entered my details but i still cant login. I need help, I dont know what to do
View Commentyou can call their customer service,that is the only way.
View CommentHello, I am new to Taobao and I have an account that I used for a few days while adding things to my basket etc. but for some reason when I tried going on to Taobao it didn’t let me log back on. It said i need to do a verification process which I did exactly what was needed which I thought would take a few minutes later turned into a whole month. I can’t log into my account and every time I do I am required to fill the form. I started to do it but I am up to the part where I need to use a Chinese card which I do NOT have because I live in the UK. I don’t know what to do and it won’t let me in without the verification process needed. I don’t care about verification anymore I just want to log in.
Tahank you, many regards.
View Commenti has being lock out of taobao for unclear reason. how can i delete mu current and register a new account. i only has one mobile and taobao does not accept it to verify agter a certain time. pls help
View CommentThe chat alipay doesn’t understand the word 人工客服
View Commenthi, so i have an acc on taobao and now i have to verify it with name and id but i dont know the id cause i cant even open my acc, what do i do?
View CommentHello, I would like to inquire about the fact that my package has not arrived for almost a month, there is no tracking information at the local post office, and the tracking code is not correct, what should I do about this?
View CommentI’m utterly disappointment with Taobao. There is a severe fraud with Taobao. I have been trying to reach Taobao customer service for help but they just shut me down. I would urge all overseas buyers to stop buying from Taobao as they would not refund a single cent to you even if you have returned the goods. But I can say is Taobao is not a trust worthy platform
View CommentTaobao is scam ! Sold to me defective product, made decision return to seller and then closed my case. Shame, lost money 3000$ and time.
View CommentHi there,
View CommentI got an issue which is already for 2 months,.I already spoke to all customer service officer at taobao app, I didn’t receive my goods from a seller, but was made to pay, the seller insisted he sent out, all customer service officer made empty promises to me saying as long I didn’t receive my goods, they will call seller to refund me MY money, but in the end nothing was done on my refund case, and it really makes me think taobao customer service is only pushing here and there, I am suoer angry on this case, I will gladly want to contact the founder of this taobao website Ma Yun I am able to do so, i submit all proof and photos to your customer service, but they just call me ownself call seller to refund me the money, and of course the SCAM seller dont wan to refund me money , I really got nowhere to ask for help except to try my luck at here… Hopefully someone from upper level will see this message and help me out
Hi, I have a parcel return issue, and is being held by china custom. Lithe receiver detail is provided to me by the seller . So I contact seller about my item being held by custom but they said they cannot do anything , so what should I do ? Can I complain seller through Taobao platform ?
View CommentChina custom? it is very unlikely to hold your parcel by China custom, if you use taobao offical shipping, you can contact your warehouse to solve your problem.
View CommentHello.
View CommentMy Taobao account was frozen during a transaction. The seller gave me a discount, but he had some issues changing the price of the item. I had to make multiple purchases and cancel purchases of that item, which was considered abnormal behaviour and Taobao Security froze my account. I’m a foreigner, and I don’t speak Chinese. I then tried to recover the account with some PIN number they sent me to my telephone but that only made things worse. I have several sellers in my account from which I often buy. I really need to get my account back. what should I do? Is there email customer service? Thanks.
Hi, calling their customer service is the only possible way to get your account back.
View CommentHi, I am residing in Canada. I used to have a Taobao account with my old phone number years back which I have forgotten. I have a new phone, #7789295684, and I have tried to set up an account but is not successful with many attempts. Could you help me to fix it? I look forward to your assistance. Thank you.
2023.12.22
View CommentHi I dont know how to fix it, maybe you can try it on the app.
View CommentHi Eric,
View CommentTwo accounts opened on my phone number, but both are frozen. How can I delete an account or recover it?
maybe your device or ip is blacklisted, so it is hard to get it back.
View Comment