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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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 a account and money was taking of my card how can I get that back
View CommentSomeone fraudulently used our Amex gift card to order goods from this company. Amex won’t help with what they refer to as disputed charges. What should be my next step?
View CommentI received many feedbacks from readers who have the same problem as yours recently. I am really sorry for you guys, but I cannot solve your problem.
I suggest you contact Taobao on social media like facebook,
Based on the feedbacks of other readers, they usually give you a quick response on social media.
View CommentThis same thing happened to my husband and I.
View CommentCan i order in taobao to Indonesia ?
View Commentyou have to use an agent to Indonesia
View CommentHi I received this notification Your parcel has arrived in the country of destination.
LB145043074SG
I did not put my floor n home number
Please contact me
View CommentHi.. How I want to ask where i cab check my warehouse provider.. I want to check either I have any others way to ship my shirt with led light. I’m scared this shirt will reject if I send like normal sending consolidation tool Malaysia.
View Commentyou can’t choose warehouse provider right now, they disabled this feature.
View CommentI chose sea shipping when checking out for several items. After I pay, now I see some items are air shipping. How do I change all to sea shipping?
View CommentMy account is freeze what can i do? My another account is not connect taobao what can i do? please answer me
View CommentI live in Myanmar
you have to register a new Taobao account.
View Commenthello! is there an option for consolidated shipping within china? like i am from the philippines, but i have a forwarder there. my forwarder doesn’t consolidate packages so it is expensive. I would like to know if i order from taobao, can i have the option to consolidate my package at taobao warehouse first them ship them to my forwarder’s warehouse after? pls help huhu thank you! ^.^
View Commentyes, you can, the taobao warehouse has a function to return your orders to the seller, but when you use your own China address as the receiver, the warehouse will ship to your own China address. many people use this function to ship to third party agents when they found the shipping fee is high or their orders are not acceptable.
View CommentMy orders are already in Singapore and stated as 包果在清官完成 since12/5. And logistics company still hv no pick up since . My other orders which was later then this parcel that reached Singapore, I hv already received. What can I do to check ?
View CommentI made a transaction but hand to cancel because the seller didn’t have the items i paid for. That was 15th April, it shows the money was returned to my account but until now my account has not been credited. What’s the way forward?
View CommentI was involved in a scam where I had Amex gift cards compromised from another country and purchases made from Taobao.com. Amex will not help. They told us to reach the merchant. Any ideas?
View CommentFirst time ordering on Taobao but my package has been stuck in the warehouse for 4 weeks since I paid for the shipping fee. Tried to log in yesterday and found my account to have been frozen. No idea how to contact them cuz all customer support on their website requires me to log in and the contact number they provided was invalid.
View CommentDo you know if my package will still be sent to me (I’m in Australia) even if my account has been frozen?
yes, it will. if you can still remember the order number, you may register another account or use other people’s account to contact them.
View CommentDear Eric,
View CommentI ordered some parts from Taoboa
The tracking showed it has arrived in Malaysia.My office was closed due to MCO. How do I contact them to trace the parcel or collect from them.
Thanks
you can live chat with your forwarder.
View Commenthi i want to ask , how to find forwarder ?
my seller say cant enter warehouse
View Commentthe default forwarder is cainiao.
View Commentthanks
View CommentThe email address you provided above does not work. Could you please provide a new email address for Taobao?
View CommentThank you
I don’t know their new email address, you can try to message taobao on their social media account,they are active there.
View Commentpayment already made, but seller did’t get the money,
View Commentmy account already deduct, im using MOLPAY.
so i want to know, how to settle this issue?
i am from malaysia so i not understand when im call taoboa customer service.
if anyone has any information or direction they can give me it would be very appreciated.. thank you
Hye dear, can I know. Did you get the refund back after the issue. Usually it takes 7-10 working days to get refund back to your bank account.
View Comment