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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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 don’t have access to my Chinese phone number and I’m not in China anymore.
View CommentI tried to login to my taobao but it wants to send me an SMS code.
How can I get inside?
Do you have any advice?
Thank you.
Ho there
I created taobao account and I bought several item and every thing was fine, then suddenly I faced a problem with paying with my credit card. I created new account and I managed to buy for a certain time then again I was un able to buy. I choose my items and when I reach payment screen I get error payment can’t be completed for security problem (yw1128). How can I solve this case coz I need to buy from the site
View CommentHi,for problems like yw1128,here are the suggestions from alipay:
1. use another bank card.
View Comment2, pay at a differnt time.
3, pay from your moblie phone.
I can buy anything. It says that my account is in the order protection. How can I solve this
View CommentHi, recently i have proceed a purchases in taobao on 9/5/19. When i make payment the system shows busy. Bank have deducted the money but taobao shows trading closed. Then how to apply refund? No refund button there will they automatically refund me or there has other way to apply refund?
View CommentHi! Are you still active? I am having an issue because the service center is down for xiaomi bot. The shipping to Germany was blocked and I don’t know why. I have been ordering successfully last year and am still ordering on aliexpress. The error note says: “According to relevant local laws and regulations and Taobao policy, this item cannot be shipped to your country or region.” What can I do? it is crafting supplies, so no dangerous restricted items and it is with every seller.
View CommentI have forgotten my taobao password for login and my telephone number cant be use anymore. someone help please
View CommentHi, can you contact me asap. I ordered in lazada but wrong size. I cant cancel in app. How can you help me. Please. I need help.
View CommentHi I want to purchase an item in Taobao Collection from Lazada, I wanna know what is it’s size before I check out. Here is the item’s name and SKU# THICK CAN TAILOR MAT PVC PLASTIC its worth Php 2,924.00 and it’s SKU # is OE721HLAB09CBPANPH-78605839. Thank you.
View CommentHello Eric, how are you?
View CommentThe access to my Taobao account has been restricted, can you please advice on how to regain access to my account?
Thanks,
Francisco
How is taobao account is login account is block how to unblock
View CommentMy account is temporary frozen how to reopen my account.?
View CommentCan’t successfully log in due to unmatch of user name and password. However, I am so sure that I type the right ones.
View CommentWhat can I do ? Re-apply one new account ?
Thanks.
When and where to collect mines when arrived MY ?
View CommentGood morning am from Nigeria am trying to register on taobao but when I get to where a code should be sent to my phone.its not forthcoming what is the problem
View CommentHi Eric,
I ordered a lot of items from taobao, but now I don’t know the status of my items. is there a live chat I can talk to ? It seems there is only bot chat.
View Comment