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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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!!
713 thoughts on “How to Contact Taobao Customer Service”
Hi , what do I do if I accidentally press the confirm delivery? Will they still send my parcel to me?
View CommentMy goods already arrived at Zhongtong Consolidation Warehouse, Guangdong. The goods however did not appear in waiting package.
View Commenthello, i ordered 2 items milk barrel tea from taobao last week, I paid the right amount for the 2 items COD upon delivery of the product but i recieved only 1 item of thier product, how will i get the other item? thank you
View CommentHow do I ask for pictures my stuff is at the ups warehouse?who do I ask?thanks
View CommentHow to add my shipping address?
View CommentHi there recently on 7th August i do place ordered 7 items at Lazada ( Taobao Collection ) and done make payment for it but until now it’s showing on processing no any good response from it when can i receive the items that i ordered ? I needed the items b4 26th August please do help me on this
View CommentI ordered a number of items on TaoBao, with a total of 230+ Yuan. This was on the 24th of July. The seller has still not shipped. The seller is supposed to be a gold seller and makes handsewn aprons. I can make them in the time I have waited for the seller, it is not complicated.
I thought I would buy directly from China from the people who make it, so they get the money rather than the Ebay or Amazon seller who buys and then makes the money.
This is my first purchase on TaoBao. It is probably my last.
This was also a test for my friends who were watching my experience. I will let them know not to depend on TaoBao for buying for their needs.
View CommentHi,
View CommentI have one shipment via 4PX to Jordan. I am tracking it on website but it said delivery failed. No one contacted me and I don’t know how to contact the forwarder in Jordan to check the issue. Would you please advise. Thanks.
If i order a dress from taobao on lazada today , will i be able to receive it by 17 Aug ? Its urgent
View CommentHo, may I know why for no reason my Taobao account can log in but can’t do purchase Cos it saybis frozen?? I do not not how to solve the problem ? Desperately needed help. Thanks
View CommentHi eric
Seller use different tracking number from system. So, the system shows item still pending not arrive to warehouse.
I had contact seller but cannot help.
How to solve this problem.
Thank you
View CommentHi , recently just brought things from taobao but suddenly payment was USB instead of RMB.
Then nvm we paid too. ( how come it’s payment by USD? can change back?)
Then item arrive with another item.. i wanted to consolidate to delivery but cant then got to pay shipment fee separately. ( how? )
Thank You
View CommentHi , i have made my payment to LEL Lazada shipping at 15/7/2018 , but until now 1/8/2018 i still no receive my parcel . can i know what happen to the shipping/ forwarding .
View CommentI can not change the billing address of the credit card
View Comment您的个人信息无法通过支付宝安全验证,请确保填写准确
Currently I have one seller, when we want to claim warranty, they give NAME, Contact, and they fail to give us IC…
Our forward not able to proceed due to china trans courier not be able to variefied the person ID
How can solve this
View Comment