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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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 have order 4 item in taobao but i just received 3 item!!!
My account was frozen for no reason.
View Commentsame, did you find out why?
View CommentHI Eric, I ordered some stuff, but they didnt ask me for my addres (to shipping). I just added my addres (after paying for stuff), will It take automaticly when stuff will be ready to shipping?
View CommentHi Mr Eric, i would like to ask you about the money refund. The seller have refunded to the China bank due to few month the China bank had showed the money refund is successful, but i dint receive any refund from the China bank. May i know how to get back my refunded money?
View CommentI have placed order for some items online. Seller said that he has delivered. I am still able to track item until today when the items from “Waiting For Receiving Goods” switch to “Waiting for Feedback”. I am unable to track now but seller informed me that goods have been received yesterday. Please advise.
View CommentHello i have ordered 5 clothes from taobao collection,
View CommentOn 10/08/2017. But when I checked my order.
Why the order is closed? I have paid but the goods have not to arrive again.
explanation please
i bought 5pcs makeup storage from Makeyyong via Lazada malaysia TaoBao, but only received 2 pcs (1parcel) out of 5pcs. Local delivery agent has confirmed in their system has showed 1 parcel (2pcs).
Pls advise how can i direct to seller Makeyyong for this issue, i believe their overlook on my order quantity,
View CommentI bought makeyyong product via Taobao Lazada, but incomplete receive! out of 5 product received 2 only. How can i contact this seller as local delivery agent has confirmed received only 2 units (1 parcel) in their system.
View CommentHi Eric, I placed my order through Engtaobao. Been sending emails so many times I have lost count. I did not get any response back I did not get a tracking number I did not get anything. It has been over 2 weeks now. Please assist me to track my order.
View CommentHello! So I order my stuff on taobao and as for now then parcels is in the 送关 condition. I’m not really sure what’s that. I tried to contact the express service but I couldn’t reach them. I’m in Singapore, so when I called Singapore’s Taobao service centre, it was said that this service is not on the line. Thanks in advance!
View Commenthi,
i wish to change my phone number on my taobao account, because my current phone number is terminated, hence i cant do login verification. I have tried the steps provided by taobao, but it doesnt work. May i know if theres any other way? Thanks
View CommentI had ordered 3 merchandize items from Taobao around 13/7/17. Their tracking list shown the goods reached Lazada warehouse on 27/7/17 & 20/7/17. However, to date, 1 of the item suddenly shown good already received. In actual fact, the goods never reached me. I try contact Lazada, but was asked to refer to Taobao directly. But I have no contact to reach the seller. Pls advice.
View CommentHi, I had same problem and I am wondering whether your problem had solved and if so how ?
View Commenti also have faced the same problem!did you find the solution?if i might do a court case!They cannot just play with peoples money like this!
View Comment我有類似的問題,唯一的區別是我住在海外I have a similar problem, the only difference is that I live overseas
View CommentHello, I’m trying to get my product on the site, since there is no way for me to view it in english, I’d like to get an email of a buyer who can help me out. Thank you!
View Commenthi eric, i have placed my taobao order about a month ago directly from taobao direct and the item has not arrived. I have been recieveing calls from china but everytime they call, i was not able to answer. Is there any way i can contact them and if i manage to answer the call, can i communicate in english?
View Commentchat with them via livechat.I don’t know,most of their customer services do not speak English.
View Commentyes, i spoke with them only like2 of them know english
View CommentDear Eric!
How can I ship them to Cambodia?
View Commentuse a taobao agent.
View CommentHi
View CommentMay I ask how do I edit payment mode in Tao bao… As I can’t find any way to edit to another payment mode.