How can I Contact Taobao Customer Service? (English Support)

As overseas buyers on Taobao, shopping can often be marred by issues like account freezing, lost parcels, or return problems, leading to significant frustration. The language barrier only adds to the difficulty of resolving these issues. TAOTAO frequently observes many international sellers in the Reddit community seeking advice on what to do. The first course of action in such situations is to contact Taobao customer service, who can provide the best solutions. Taobao also offers customer service specifically for overseas regions in English. Even Tmall and Alipay are used as well.

Let’s discuss Taobao’s customer service today.

Is English Available with Taobao Customer Support?

Yes, Taobao provides English voice and live online customer service for non-Mandarin speaking regions such as Singapore, Malaysia, Australia, and other overseas areas. Here are the Taobao customer service contact numbers for these regions:

For Singapore: (+65) 31633159 (Monday-Sunday 9:00-18:00, closed on holidays)
For Malaysia: (+60) 392125564 (Monday-Sunday 9:00-18:00, closed on holidays)
For Australia: (+61) 383738606 (Monday-Sunday 7:00-18:00, closed on holidays)
For other overseas regions: (+852) 30183610 (Monday-Sunday 9:00-18:00, closed on holidays)

For live online service, please visit this page. This page is in Chinese only, so if you don’t understand Chinese, please use a translation tool.

The live customer service is divided into 6 types of inquiries:

Contacting the forwarder.
Consultation on the basic operations of forwarding.
Account-related inquiries.
Refund and after-sales issues.
Inquiries/complaints about purchasing, payment, and promotions.
Consultations about opening and managing a store.

Does Taobao offer Email Customer Service?

Yes, Taobao provides customer service via email at [email protected]. However, this email is likely intended for customers in Chinese-speaking regions. In Mainland China, email is not commonly used as the primary means of communication and interaction; phone calls or instant messaging tools are preferred. It is not recommended to rely solely on email. Similarly, Taobao previously had a forum that could be used as a tool for customer service, but it has been discontinued.

Customer Service via Taobao’s Social Media Accounts

Taobao has official accounts on some commonly used social media platforms, both domestically and internationally. You can also contact Taobao customer service through these social media accounts, such as:

Facebook
Instagram
Youtube
Weibo
WeChat Official Account

How do I talk to a seller on Taobao?

Aside from contacting Taobao customer service, if you encounter issues with your order, you can first reach out to the seller. Typically, you can contact sellers through Taobao’s live chat, known as AliWangWang.

On the web version, within the store page, you can click on this icon to chat with the seller.

In the Taobao app, the option to contact the seller is located below the product.

However, most Taobao sellers may not speak English, so you’ll need to use a translation tool to communicate with them. This should not pose too great a challenge. Generally, Taobao sellers have a good attitude towards buyers and provide decent service.

In summary, if you encounter any issues on Taobao, you should consider contacting Taobao’s customer service as a first step. Some of them can resolve the problem directly, or they will provide a solution. This aims to give you a friendly shopping experience.