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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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, please help what should I do because I got a parcel from Taobao all the thing I buy all receive just got one kid’s shirt not yet receive??
物流订单编号: LP00127482816188
View Comment国际配送单号: CNMYG0006025770
Hi, I ordered something from Taiwan so the package was supposed to reach warehouse first. Shipping company had some issue so seller changed the shipping company and they generated a new waybill number. Now the seller says your package is in warehouse and have provided me new waybill number but all I see on my taobao account is old information of the package. So how do I pay the shipping cost and ask for forwarding of package?
View CommentHow do you find your forwarder warehouse’s phone number?
View CommentHai eric , I want to make payment on taobao but after I click pay suddenly I got this error “Your personal information cannot be verified by Alipay. Please ensure that it is filled in accurately” . I try to verify my personal information and add my card number but the they not accept my card . Please help me
View CommentHai,im maria from malaysia..I need to register taboa account..the prob is my mobile no contain 11 digit..pls help me to register the account…
View Commenthi, i ordered from taobao since 22/1/19, it has been not been updated what is the current status from 25/1, when can i expect it to be delivered?
View CommentI live in USA san Jose, CA ,
my log in name was my cellphone number, somehow just can’t log in
I tried so many many times, just didn’t work
any custumer service that I can reach or email ?
View CommentHi Eric,
View CommentI haven’t had problems with Taobao so far. But this time I went on a long trip and it turns out my concierge returned my package to UPS a week after it’s arrival because I didn’t pick it up -.-
UPS isn’t able to let me know what the status is on the package without the tracking number.
I’ve been on the logistics of the package, and also went to 已买到的宝贝>官方集运>物流订单 and have used the 国际配送单号 on UPS’ website but it says that number isn’t available. Do you know if there’s another number that counts as the tracking number for overseas packages?
Hi, do you have a phone number that I can ring that people speak English please?
View CommentI need a phone number as my girlfriend has already sent you a message last week and you said you will get back to her and still have had no reply. This is because we did not receive our parcel and on the tracking it said it has been delivered at 8:22am on the 31.1.19 and has been signed for. We was both at work and no one els lives with us so I don’t understand how that is possible?
View CommentI can’t send message through Ali Wang Wang. It said this (消息发送失败,您的账号被禁言,请在2019-02-12 17:53:24后重试) and I have try so many times. How?
View CommentHi,
View CommentThanks for sharing these contact helpdesk information. I did not receive my order, but system indicated I’ve signed off for receipt. Now my good us missing! The customer service only keep advising me to refund the order, but the seller is good! It’s the delivery issue! If I do a refund, will I get back the full cost to of the product including the delivery charges? Appreciate your advice.
I have been trying to register with Taobao.com, but have been unsuccessful. Are issues with the site or what is happening ? Kindly let me know how to create account with Taobao or 1688.
Thanks
View Commenthie can you ship to zimbabwe K501J25-2458A-1N
View CommentHi Eric,
View CommentMay i ask to activate the Alipay acct with foreign bank card ? Coz Alipay request to key in bank China card number to verify and activate the acct. Therefore i can’t receive refund from the supplier due to the Alipay is not complete.
Thank you very much
Hi recently i saw my order has been stuck.in shipment for very long..May i know what the issue
View Comment