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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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, I had actived Lazada Wallet before on Taobao, now I want to active on on Lazada. It shows “This phone number is linked to another account, please enter another number.” How can I do to remove the active mode on Taobao？
View CommentSorry, I am not very familiar with Lazada, so I can’t answer your question.
View CommentHi Eric pls help me
View CommentMy taobao account has been restricted and I need to see my goods that are yet to be delivered to my shipping address how do I contact customer support in English language
you can try to call customer service.
View Comment1) Does Taobao have a email contact?
2) When trying to register my phone, from the drop-down list, my country is not listed. Is their another way to register a new user account?
My goal is to convert the user account into a developers account in order to use the Taobao/Alibaba API.
Any suggestions would be greatly appreciated.
View Commenthere is the official guide for Taobao developer account.
View CommentHi Eric. When I’m clicking taobao links at the moment it’s directing me to login. It hasn’t done this before, and whenever I try and register for account it says that I’ve ‘been suspended for serious violations’.
Assuming this just means my accounts suspended, but I’m not sure how to unsuspend it, and why it’s now directing me to login when clicking links all of a sudden!
Thanks!
View CommentKieran
Hi,Kieran
Many foreign users have met the same problems as you, and most of them cannot be solved. Only a few have solved it by calling their customer service, you can try it.
View CommentHi,
I paid for 2 items but only 1 have been processed and has arrived to its destination, the remaining item status still shows processing but when I clicked on the item to check it shows no longer available.
Will I get a full refund of the item?
View Commentyes you can if you did not receive it.
View CommentHi Eric, bought some stuff today, payment successfully made from my account. But system shows trading closed. Can’t track any shipment details here and seller said they didn’t receive payment either. What should I do to get the money back? Thanks.
View Commentif it shows trading closed, the money will automatically refund to you.
View CommentHi, I’m having issues with my account and I don’t speak any Chinese. I tried contacting customer service and they told me to call, so I did, but everything is in Chinese. I tried pressing 2 like you said in an above comment but it didn’t work and I can’t find any Info online. How do I get through to them?
View CommentYou can try to contact them on social media like facebook
View CommentHi Eric, my Taobao account was frozen, how do I go about unfreezing it. I called Taobao call center but they only speak Chinese.
View CommentYou’d better register a new account, it is too difficult to restore the account
View CommentAustralia TaoBao phone number: is NOT valid ( (61)383738606). Nor is Alipay available on Australia post. I need to unblock my phone number. My mistake signing up to many times w/wrong PW. You might want to update your information. Thanks for this website.
View CommentHi,I just checked,
View CommentThe contact information on my page is the latest, here is their official page, as you can see, they have not changed the contact information
please noted that you have to call them during their working hours.
I bought shirts in taobao and proceed to pay. Bank have deducted the money but taobao shows trading closed. How to apply refund since no refund button there? What should I do to get the money back?
View CommentIn this case, the refund is automatically returned to your bank card.
View CommentHi Eric,
View CommentI contact Taobao through the request form and they asked me to follow up through their online chat. May I know what’s the link for their online chat and is there an english version for it?
Taobao official uses AliWangwang chatting tool, maybe they mean this?
View CommentHi, I bought some items from taobao and chose official air freight consolidation.
View CommentThen the next day I bought another item but mistakenly chose official consolidation (i.e. ocean shipping) and this item has already reached in the taobao warehouse.
How can I change the shipping method of my 2nd order to be air freight consolidation too?
There is no way to change, you only have to return the 2nd order and place the order again.
View CommentHi, I’m having the same problem as well. How do I return my orders and place them again?
View CommentThe numbers you indicate in your Taobao Hotline:
Numbers that I previously found on their Website.
In my instance the number for the Taobao Hotline
Australia
phone number: +61 3 8373 8606
It is recognized as a number in Melbourn Victoria.
Which I already called.
The problem is; that it is useless as the call is answered
in CHINESE LANGUAGE, which defeats the purpose of calling a local number.
The Chinese are not that business smart as one imagines.
When one calls the International Court of Human Rights in France for example
The call is answered first in French and then repeated in English ….
ENGLISH being an international language.
The French are smarter than the Chinese.
So calling any of the LOCAL NUMBERS on the list is a waste of time
as ANY NUMBER CALLED will be answered in Chinese.
So when one does not speak Chinese, one needs an interpreter with them
View Commentwho understands the language.
I can’t remember, but in the Hong Kong number, the answering machine will tell you in Chinese to press 1 for Chinese service and 2 for English service.
View CommentI think it’s a similar situation in Australia.
I know this is very frustrating, but Taobao is not a foreign customer friendly site, no English pages, no English customer support.
Its main customers are the Chinese domestic market and the Chinese abroad.
How about Malaysia did I need to Prees the same button 1?
View Commentyes
View CommentI’m really glad to have found your post about this. Thank you so much, it was really healpful!
View CommentHi, I bought a study table and there are manufacturing defects. After close to 3 mths of nego and waiting, the supplier only sent me part of the item to replace on my end though I had the impression they are replacing the whole item. And the replacement item is a wrong dimension so I cannot replace anyway so effectively the wait and the extra shipping fee was wasted on my end.
I think the supplier is just taking me for a ride although he is a TMall shop. How do I contact taobao customer service to leave a bad feedback?
View CommentYou can just leave your comment for this product directly in your order management.
View Comment