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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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 Eric,
View CommentI need some help. I recently received damaged goods and seller agreed to replace it. Unfortunately they could only sent it back to the official sea shipping warehouse. How do I arrange to let it sent to me from there? Am I able to consolidate it with my other parcels as usual? Will it appear in the logistics section of my account? Thanks for your reply.
If the seller sends this product to the warehouse address directly, it will not appear in your logistics section.
You can buy another product from the seller’s store and ask the seller to include this product in the new order.
View CommentHi, Eric
View CommentI’ve registered in Alipay few months ago as foreign and bind alipay account to overseas bank card. Everything was fine, I paid plently of times to taobao shops. Today I was logout from my account by alipay system and now for log in it required chinese bank card. I dont have chinese bank card, what should I do now? My account is frozen with more than 10000RMB.
Alipay Livechat Support doesn’t work, because when I insert 人工客服 , it answered “Please call the official customer service hotline 95188 of Ant Financial”.
I think it’s useless to call by this number 95188, because chinese people usually dont know english, so they won’t help me. Stalemate situation.
you can try to call their international line above.
View CommentThanks for providing this info – I ordered an item for the 1st time from Taobao but didn’t think about customs/import duties, etc. They attempted to contact be but only Chinese so I couldn’t understand – The links to the chat helped me get in contact… I’m still unclear of the shipping process and how I will be contacted when the item finally ships – it’s been in the shipping warehouse for 1 week waiting to be sent so far…they suggested a further 3 weeks after it is shipped before arrival in Australia…
View Commentmy account was frozen???? Do they have an email i can contact? also, what is the rate per minute, i am from the USA. I have not bought anything yet
View Commenttry to call them to unlock your account.
View CommentThanks! This is the only place I found the telephone number for Singapore. However first try was likely a cross line. Heard an Indian support guy in the middle of a conversation. Second try went through. The customer service was so helpful. My account was hacked and the chatbot wasn’t helpful at all. So the telephone number listed here saved the day. Thanks!
View Commentis there a way for me to contact taobao customer service in english? the seller told me he shipped my orders in 2 boxes and put the same address. i paid for the consolidation for both orders but i only received 1 box from the pick up point. is there a way for me to trace the other box? thank you
View CommentHI, you can try to call them to get a direct answer.
View Commentit is very hard to reach their human customer service.
Hello there i am going round in circles to track my order. Can you help me?
View CommentI ordered and paid for. 3 nos. “forever Bent Handlebar30 speed repad Bike. through Lazada Malaysia who n turn got it from Tao Bao Collection. Unfortunately I only receieved 1.i still do not know what happened to the other 2 bikes. my tracking no for the one I received is LAZCA 0000007798. My order no is 256170284666802. Amount paid RM 1224.00 Pls contact me if you need further info. TQ
hi eric,
View Commenti have a problem here. I tried to call the “other areas” phone number, but the voice that appears says that “you’re not be able to make call to this number.” I have families from Hong Kong and their numbers have one more digit. I’m wondering if the number on their website wrong or what.
the phone number is provided by Taobao official customer service, did you input the right format? you should dial 0085230183610, right?
View CommentHi Eric
I actually ran into a problem with a seller. So basically i ordered 2 product, I will use SKU1 and SKU2 for easier reference. I ordered 2 SKU2s, so in total I was supposed to receive 3 items. The seller for some reason shipped the items separately, with the SKU1 in 1 package and SKU2 in another. When it arrived, SKU2 only had 1 item instead of 2, so the seller short changed me. When I contacted the seller, he told me that there was supposed to be another package on the way, and provided me another tracking number that was not displayed on the taobao app. He told me it was not possible to input 3 different tracking numbers, so that was why the third one did not show up. I am just wondering if this actually the case, or if the seller is trying to dodge responsibility. Using Cainiao’s chat did not aid me much since they just told me the estimated waiting time for my parcel to arrive. Your reply would assist me greatly. Thank you.
Best Regards
View CommentKZ
yes, some sellers did this a lot, it is not their problem. you should tell Cainiao’s chat another tracking numbers, telling them there are another 2 tracking numbers for that order otherwise the warehouse system will not recognize it.
View CommentHey how to get the API
View Commentthis is some information about their api
View CommentHi Eric, do you happen to know how the whole shipping process work if the shipment address is to a country that is not listed in Taobao consolidated shipping?
View Commentthen you will not see the “Taobao consolidated shipping’ option.
View Commentyou can only use “contact seller shipping” or your own China address.
This was super helpfull. Thanks mate !
View CommentHelp me, my acc was freeze. Now i can log in to contact with the seller who i already buy with them.
View Commenttry to call the Taobao customer service.
View CommentMy taobao and 1688 account has been banned for 2months now, please help me, my account is Chrisiana2
View CommentHi the sg hotline is chargeable?
View CommentManaged to contact Taobao using the Singapore number you have kindly provided and solved the problem. Thank you so much !!
View Comment@RAYMUND
@Eric
NEW E-Mail address is known? Need it very urgent!
View CommentI contacted their customer service,they said there is no Email support now, so you have to call them or livechat with them.
View CommentHi eric,
The email address you gave. english@service.alibaba.com. I’ll tried to send but it appears address not found
View Comment