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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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”
I want revisi my jacket size i order before immediatly
View CommentHi, may I know how to deactive taobao Tmall Global Autopay?
View CommentHi, I have booked a pair of shoes from your company through a lazada app a month ago, but until now the shoes have not arrived yet. Your party can check my order number #MYCA00579944
View CommentMy product not shipped yet. I didn’t get till 2 weeks. I ordered a watch in 11.11. And the seller is not responding. What should I do next
View CommentHi, what is the email for contacting taobao please? I have tried to make a payment but it didn’t work even though, my bank card has been debited. And as it is a Visa card, my bank need to run investigation and so I need to contact taobao and be sure they indeed didn’t receive the money. Thanks for replying me
View CommentI’m from Malaysia, tried call to the customer service Malaysia @(60)392125564 for inquiry
View CommentIs the call being charged at local or overseas rate ?
How do I disable my saved credit card number in apps.
View CommentNeed help!
Alipay Charged My Bank Account, But Taobao Still Says My Order Is Unpaid
View CommentWhen I paid for my order through alipay, my card already approved the transaction and deducted the money from my account. They charged my bank account but Taobao says “waiting for buyer’s payment.” How should I go about contacting their customer service? Thank you.
hello iwant to cancel the transaction due to i order different item but in my list the item different for colour..how i want to change it?
View CommentHi there.
View CommentMy account’s been frozen temporarily and I can’t access the link you previously provided for Taobao login because it prompts me to log-in? I also tried logging in from my app as i read that it could help unfreeze my account but to no avail. Also tried logging in using my mobile number but the same error shows up. Any suggestions? ; w ;
How can use “official air transport?”
View CommentBecause “official shipping” take long time for delivery products.
Hi i ordered of 3 items from taobao and the forwarder is Roadbull in sgp. On 31/10, I received a text from them saying that they have delivered the parcel however i receive non of them! I tried contact their customer service about this and they only told me the items are delivered and that’s it. Pls advise anyone i can contact to help on this issue.. thanks
View CommentI want to ask I made 2 transaction of payment for 1 item but seller just confirmed they received 1 transaction from me. So how about another transaction? In my bank 2 transaction already successful. The balance will refund to me or which department i need to refer?
View CommentReporting lost item and request for refund
Hello,
I am a customer from taobao. And I am writing to report that my parcel has not arrived for more than 30days and I would like to have a refund for my items.
Do revert as soon as possible, thank you.
View CommentHi Eric, I want to ask i made 2 transaction of payment for 1 item but seller just confirmed they received 1 transaction from me. So how about another transaction? In my bank 2 transaction already successful. They will refund to me or which department i need to refer? Thanks
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