How to Contact Taobao Customer Service

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the phone number, you can check the original Taobao customer support page here to make sure the contact number is not outdated.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.

2019 06 13 22 57 14

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.

2019 06 13 23 14 03

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.

2019 07 02 16 18 58

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.

kc oss 1533105408995 5

or On the [物流订单(Logistics Order)] tab, click on the blue icon to consult with the forwarder Customer Service.

kc oss 1533105454930 6

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.

Sellerontheproductpage

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.

2019 07 02 22 34 17

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!!

Follow Me On My Social Media.!

I am very active on various social media outlets as well as this blog. So social media is a much faster and more effective channel to communicate with me compared to comments section of this blog.

I also update my social media with the latest Taobao and 1688 articles, tips, rule changes, latest promotions, etc.

If you’re serious about buying from China, you can’t miss my social media.

Here are the social media accounts that I hold:

It only takes a few seconds to follow me, but one of my updates there may solve your problems and save you a huge amount of time and money!!

You'll Also Like -

713 thoughts on “How to Contact Taobao Customer Service”

  1. Mark

    hi Eric
    The phone for Singapore Customer Service 800 188 6018 is not in use.
    My order have gone unattended and however TaoBao have collected the amount from my credit card.
    The order was placed in 01 Feb 2018, not order confirmation reply to me.
    Please help to settle the matter.

    Reply
  2. Vyvian

    Hi Eric
    I ordered some barstools from a seller and seller had informed me that goods have reached DEX-I’s sea-shipment warehouse before / during RMB (as I double confirmed). I contacted DEX-I during RMB and they told me goods are in warehouse (I have the screenshot of communication) but now that they are back from RMB holiday, they suddenly deny that the good have reached warehouse. The taobao apps do not show any sign-off so I can’t click “combine shipment” . And now both seller and DEX-I are not replying my messages anymore. What do I do? Pls help as this has been dragging for about one month. Thank you

    Reply
  7. Tiffany ch'ng

    Hi, I had choose the one DEX with 1kg rm8 but now they charge me rm18 per kg. Can I know why? It is now more expensive then direct flight to my home address instead of DEX come from ship.

    Reply
  10. olivia

    my sea shipping is already 10 days over from the date of arrival in KL. no update at all in 10 days. everyday message the dex-i cs and all they can do is tell me to wait. finally someone who able to give me the company called DYL with a phone number, i called them and they want me to give marking number and container number, the tracking number i used to check in dex-i tracking is useless. so i go into live chat again with dex-i cs asking for the marking number and the container number. dex-i cs told me they are unable to provide/not in their system. this is so frustrating and i already put in a complain with taobao cs and they will help me follow up with dex-i cs but still ask me to wait for email. what i want is very simple. just tell me where is my parcel and any contact number and reference number then i will go and pick up myself at any sea port. i am totally disappointed with the service

    Reply
  13. Dong

    Please add clarification on all relevant webpages that the 852 numbers are Hongkong local phone numbers and would be considered international calls for the above category of “Others”. Through another link, I found (852)30183610 as the Taobao customer contact for the United States. As the customer service numbers for companies in the US are normally free, I made a 37 minutes call to the 852 number and received an insane phone bill.

    In addition, the call could have ended within 5 minutes if the voice quality were ok. The background noise made the talk extremely difficult.

    Reply

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top