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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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, I placed order for direct shipment to Malaysia and paid the calculated shipping fees when I purchased the item. A few days later, courier guy contacted me saying the the item is over their size limit and require me to pay extra for shipping. I thought that system should had calculated the shipping fee for me and I paid already. Is it normal for this case to happen? How to deal with this as to me, it is system error that request me to pay the shipping fee.
View CommentHi, I made a purchase on taobao last Wednesday the balance was debited from my credit card visa but the site has not yet validated. purchased items are still in “pending payment” mode yet I have received confirmation of the debit of my card by my bank. I would like to know what to do!
View CommentNB: I usually buy without any problem
Ordered 3 items from Taobao. The goods never reach me. However it stated delivered on 26/12/2017, 1.00pm by ABX. Called ABX, they ask for the tracking number. I cannot find any tracking number in taobao.
View CommentAll your information is OUTDATED. There is no TAOBAO web support in English. They will refer you to email Alibaba at English@service.alibaba.com. Also, the Aliwangwang chat / plugin DOES NOT WORK, gives error message. Then there is ALI TRADE MANAGER which you are told to download, a massive app that runs separately from the desktop and takes an HOUR TO DOWNLOAD. Impossible to convert to English language because you have to find out the option to do this in CHINESE! This is BAD!
View CommentMy few orders that i purchase on October 2017 until now not arrive. What i can do?
View CommentHOW TO DELETE TAOBAO ACCOUNT ?
View CommentFrom Malaysia: Hi 2 of my my items from diffrrrnt sellers being on hold by the guo tong shipping company in China & I’ve no way to contact them either phone no can’t get through or the seller insist us to call them direct.
View CommentThis already waste too much of my time to trace, please seller, etc to ship my items to Malaysia.
I’m desperately need help from you.
Hi Eric,
I’m not able to select the payment by using credit card cos’ I think previously I had it created under 支付宝. Would you be able to guide me how I can change my payment term by using credit card? Thank you in advance
View CommentHi, I placed my order last Dec. 15. I ordered 4 items with size medium. I want to change it from medium to small. My order no. Is 311382851. Pls acknowledge for less hassle on both parties. Thank you.
View CommentPurchase item and forwarded to Singapore. Missing 2 parcel inside, contacted the forwarder no help rendered, now that i understand i can ask for refund for the shipping to made them respond to my request. but is already been auto acknowledge received. how can i proceed with the refund?
View CommentHi , I ordered some items 2weeks ago ,and the status of my order is still shipped and am exiting the country in 5days. How do i cancel my order? Thanks!
View CommentHi Eric,
View CommentI’m trying to make a purchase on Taobao app. There a problem. When I try to check out the total I have to pay is ¥113 but the amount in the credit card page is ¥145. Considered that I’m being charged 3% for credit card the amount still should not come up to be ¥145. Can you comment on this. Thanks.
hello. my parcel has arrived at the warehouse but i noticed they stated the weight of the parcel wrongly. i checked with the seller the actual weight is 0.17kg only but its shown there 1.12kg. what can i do?
View CommentI there I’m freaking out about making a Taobao account and I really want to delete it as I don’t feel safe using the because of the fact that there’s no way I properly translated my setting to English so I was wondering how would I delete my account or could anyone of the costumer service team please delete it for me please please please
Kindest regards
Chanchal Nathwani
View CommentI had ordered some items from Taobao on 22 November 2017but I have not received the item until now 8th December 2017. From the tracking the goods now at Lazada Forwarding Warehouse. I try to contact Lazada, but was asked to refer to Taobao directly. But I have no contact to reach taobao. Pls advice.
View Comment