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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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. The seller changed my article number and I couldn’t contact the warehouse to inform them. What can I do ? How can I contact taobao?
View CommentI have ordered from Lazada Dishrack for rm17.00 ++, storage stainless steel, 4 layer stainless steel. I haven’t received it. It is stated that the item had been delivered, somehow I only received the part of my order. I don’t think that you should separate the item and now, I don’t know what happened to my dishrack.
View Commenthi, eriy.
I’m live in indonesia, why suddenly today i can’t open taobao website (this is the reason : world.taobao.com unexpectedly closed the connection)?
need informatian please
thank you
View Commenthi, may i know how long deliver to Malaysia?
View CommentHi, my taobao account is frozen for nothing. I have tried the given hotline but it is no available.
8001886018 (SG)
Is there any other way to contact them?
Their online live support requires login also
This is frustrating
Thanks
View CommentI order 9 items but only come to Malaysia for 7 items. very bad service from the courier at China. They cheap us.
View CommentHi eric… I need ur help.i got my order from taobao already..i bought some stuff from different seller.one of my stuff are missed..its maybe warehouse mistaken, wt should i do?
View CommentI’ve encountered the following issues when going to place an order.
View Comment亲,同一时间下单人数过多,建议您稍后在试。
This happened not only in one store but all.
Lazada (Air) forwarder please provide the contact number or live chat link, sooooooooooooooooooooooooooooooo damnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn slow and really bad services from this forwarder really hard to contact and trace !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
View CommentI got the same issue here with Lazada Forwarder, damn 1 month plus from ordering my item.
*CRY*
View CommentHi eric how can i trcaking my parcel 6660003273563
View CommentU have any solution for me to detect this number under which fowarder?
i was using DEX-i courier company to combine all my parcel to malaysia. but unfortunately, when i received there are 2 seller parcel missing. i contacted the both seller, but they said is courier company problem, so they can’t do the refund fort me. what should i need to do? who should i contact?
View CommentHow do I contact taobao warehouse regarding shipment to SG? One of the seller only put taobao warehouse address, but not my SG address. Hence that order has already arrived at the warehouse but is not in my waiting list for shipment to SG. And I need the goods urgently, help!
View CommentHi, i recently was able to pay the first time for my taobao loots but however come to the consolidated shipping, i am unable to pay the second time with alipay. So now my loots is stuck at the warehouse. It keeps showing me “抱歉,您无权使用该功能。
View Comment若您的账户有权进行此操作,您可以重新登录或稍候再试。请点击此处返回。
查看帮助中心|我的支付宝” when i tried to pay. I tried everything i could but still cannot solve. Able to advise please??
How to contact Singapore 4PX to collect my good from Taobao.thankyou
View CommentI have sold the goods to the warehouse but have not reached the warehouse yet. domestic shipping problem ?? but when check tracking the number of goods has arrived but when the logistics check still does not reach the warehouse.
View Commenthow I want to contact warehouse
seller was send my goods to the warehouse but have not reached the warehouse yet. domestic shipping problem ?? but when check tracking the number of goods has arrived but when the logistics check still does not reach the warehouse.
View Commenthow I want to contact warehouse