How to Request a Refund or Return Goods/Items on Taobao?

Do you need to request a refund or return an item you have purchased on Taobao?

Your happiest day has arrived as your long-awaited parcel that you have been patiently waiting for to depart from China has finally arrived in your hands. 2 scenarios can happen to you.

The first scenario is that you are excitedly opening up your parcel, but then you are sad and angry because the parcel you received is not complete where the seller packs short of the quantity that you bought or due to other reasons. You are so furious that you decided to chat with the seller on Taobao and ask where the rest of your order or the other quantity is. In this scenario, there can be three possible outcomes:

  1. The seller decided to offer you a refund for that not fulfilled quantity.
  2. The seller asks you to buy again, and the seller will add the quantity into your order which was not fulfilled.
  3. The seller did not acknowledge your request or did not believe what you said and decided not to give you a refund or replace the quantity that was not fulfilled.

The second scenario assumes the parcel you received is of more than one quantity, such as with some electronic goods like batteries. Hence, in this example, you may have received it, but what’s worse is that you tried using the battery, such as testing its charging capabilities, but it does not charge at all. After having conversations with the seller regarding this issue, the seller now demands you return the item to them so you to get back your full refund.

Therefore, in both scenarios, although one of these would rarely happen when you are ordering from Taobao, if it does, do not worry. This complete guide will assist you in your refund journey on Taobao.

Alright, let’s get to work!

 

 

Keywords Related to Requesting Refunds on Taobao

1. Accessing Your List of Orders

A table has been created below to help assist you in understanding some Mandarin Chinese terms for you to get access to your list of orders. You can find the keywords on the Taobao page by pressing Ctrl + F and entering the Chinese keyword that you wish to find on the site.

Chinese WordEnglish MeaningExplanation
我的淘宝 My Taobao/ My accountThis 我的淘宝 keyword is important because it is all about your account, and from here, you can access many functions like viewing the orders you have made and refunds requested. 
我的订单My ordersIf you want to see all of the orders that you have made, you may want to look for the 我的订单 keyword on Taobao, as it will display all the orders you have made, and you can find the charges you wanted to request a refund.
联系客服Contact supportUnder this tab, you will see various types of support.
消费者客服Consumer supportThis is for consumers to connect with a chatbot called 我的小密.
咨询订单问题Inquiry about orderThis is seen when you are using the chatbot of Taobao. This allows you to find and select the order you want to ask about.
全部AllThis word will be seen for you as a button to press in the same group of 我的订单 for viewing all of your past orders made.
在线人工客服Live chat agent serviceThis allows users to communicate with live chat agents in a chat for inquiries.
已买到的淘宝Bought itemsThis shows the user what items you have bought, and it is mostly seen in Taobao’s PC version, as it requires the user to access it here to find all your orders you made.
退款RefundIf you see the 退款 keyword when you are viewing your order details, you may click or tap on it for you to get a refund.
申请退款Refund requestWhen you click or tap on “退款“, it will take you to a  申请退款 page that displays a form for you to fill up for processing the refund you wish to get. In this form, you will see words like below:
申请售后After-service request This will be seen after you have accepted your Taobao order after 14 days.

 

2. 买家申请仅退款 (Buyer Request Refund)

After finding the order for which you want to request a refund, a request refund page will be loaded, and a form will be displayed, requiring you to fill it in before submitting the request. A table has been created below to help you understand some Chinese terms for filling in the request refund form:

Chinese WordEnglish MeaningExplanation
退款原因Refund reasonsWhen you see this, click or press on it and select your reasons for requesting a refund for that order. 
服务类型Service typesFor this, you are required to choose 1 of the given options. The given options are 我要退款, 我要退款退货, 我要换货. It will be explained in another table later in this section.
货物状态Goods statusThis allows the user to choose either if it is received (已收到货) or hasn’t been received yet (未收到货). These options will provide you with different sets of refund reasons (退款原因)
售后类似After-service typesThis allows the user to choose if they want to exchange their item (我要换货), request a refund (我要退款), or even return and refund (我要退货退款)
退款金额Refund amountThis allows you to specify the amount you want to request as a refund.
退款说明Refund explanationThis lets you explain your reason for requesting a refund.
上传图片Picture UploadTo allow users to upload photo evidence.
提交SubmitTo submit your request for refund/return/exchange.

 

The table below explains the reasons that are listed from 退款原因 (refund reasons).

Refund Reasons in ChineseEnglish MeaningExplanation
多拍Ordered too manyUsers can select this reason if they ordered too many or excessive quantities by accident.
卖家发错货The seller sent the wrong itemIf the seller has sent the wrong item to you by mistake, you may request a refund with this as your reason.
地址/电话信息填写错误Address/Phone number information is wrongIf the information of your shipping address and recipient’s phone number is wrong, you may select this as your request refund reason, but mostly, in this case, you can just edit after selecting this reason. This editing is only allowed if the seller has not shipped out your order.
我不想要了Do not want it anymoreYou may choose this reason for your refund request if you no longer want it anymore. 
订单信息拍错Wrong order informationThis reason can be chosen if you have incorrect order information, such as the wrong size selected, wrong variation of color selected, etc.
没用/少用优惠Did not use/lack of using discountIf you wish to apply more discounts to your order during your checkout, you may request a refund for the existing order and reorder by checking out with more discounts applied.
缺货Out of stockIf your seller has informed you that the item that you have ordered is out of stock, you can choose this reason for your refund request.
快递一直没送到The delivery courier company did not deliverIf your tracking status said it had been delivered to you, but you did not receive it, this reason suits your case when requesting a refund.
未按约定时间发货Did not ship in timeIf you have been waiting for your parcel to be shipped out from the seller for some time and decided not to wait any longer, you may choose this reason for your refund request.
快递无跟踪记录Does not have any shipment tracking recordThis reason can be selected for those parcels that do not have any tracking from the courier service.
空包裹/少货Empty parcel/Lack of quantity orderedIf you received an empty parcel or are short of the ordered quantity, you may select this reason.
尺码拍错/不喜欢/效果差Variation selected wrongly/do not like/poor effectThis reason can be selected if you selected the wrong variation for your order. However, if this reason is selected, the system could allow you to make changes to the variation under a condition where it is being prepared by the seller to ship out.
做工粗糙Rough workmanshipIf your received item has rough workmanship or has workmanship issues, you may choose this as your reason for a refund. 
颜色/款式/图案与描述不符The Colour/type/pattern of the item is not the same as the listingIf the color/type/pattern you received does not match with what was stated in the listing description, you can use this as your reason for a refund.  
退运费Refund for the shipping feeIf you want only your shipping fee to be refunded, you can select this reason. 
假冒品牌Fake/Counterfeit brandThis reason can be selected if your received item is fake or counterfeit.
收到商品少件/破损/污渍The received item is short of parts/damaged/stainsIf your item has been damaged, has stains, or even received short of parts, you can choose this reason.
质量问题Quality issueQuality issues sometimes can’t be avoided, it can be a reason for your refund if the received item has it.
货物破损已拒签The damaged item has been rejected upon deliveryIf your item has been damaged and you rejected it during its delivery, you can use this reason.
性能故障Performance failureIf you received an item that is related to electronics like a computer, you can request a refund if the performance has failed.
CPU问题CPU problemCPU problems can be selected as your reason for a refund if it’s related to computer items.
包装,商品破损Packaging/item damagedIf you ever receive your item or package of the item that has been damaged, you may get a refund.
发票问题Invoice/Bill problemIf the invoice you received has a problem, you may request a refund if the seller asks you to do so.
外观、型号、参数等与商品描述不符Exterior/model/parameters do not match the listing description.You may request a refund if your item’s exteriors/model/parameters do not match the listing description.
屏幕问题Screen problemIf your electronic goods received have screen problems, you should select this reason.
硬盘问题Hard disk problemIf your ordered hard disk has issues, select this reason for your refund request.
少件/漏发Missing partsIf you ever received incomplete items, select this reason as your refund.
材质/面料与商品描述不符The material/fabric used does not match the listing descriptionIf the material or fabric used for your items does not match the listing description, you may ask for a refund.
大小尺寸与商品描述不符The size does not match the listing descriptionIf your item has sizes and it does not match as stated in the listing description, use this reason for getting a refund.
褪色/掉色/缩水Colour fade/colour bleed/shrink issueIf your clothing or other fabric-related items have their colors faded, bleed, or even shrunk, this can be used as a reason for your refund.
做工瑕疵Workmanship flawIf the workmanship of your item has a flaw, you may get a refund.
镜片瞳距/度数与商品描述不符Spectacle lens measurement/power does not match with the listing descriptionIf you bought glasses or related products and the power or measurements were not the same as the listing description, select this as your refund reason.
材质与商品描述不符The material does not match the listing descriptionIf the material used for your item does not match what was mentioned in your listing description, use this reason as your refund.
定制商品做工问题Customized product has problemsIf you have ordered a customized product, but it has problems, you may use this as an excuse for a refund.
其他OthersYou should choose this reason if there aren’t any suitable reasons for you to choose.

 

The table below explains the types of refunds that can be found from 服务类型 (Service types).

Chinese WordEnglish MeaningExplanation
仅退款Full refundThis should be selected if you wish to get a full refund without returning any item.
退货退款Return and refundThis should be selected if you are required to return the item to the seller to get your refund.

 

The table below explains the types of refunds that can be found from 售后类型 (Aftermarket/After-service type).

Chinese WordEnglish MeaningExplanation
我要退款I want to refundThis is if you wish to get a full refund without returning any item.
我要退货退款I want to return and refundThis is if you need to return the item to the seller to get a full refund.
我要换货I want to exchangeThis should be selected if you want to exchange the item and also if the seller offers this type of service.

 

The table below explains the types of refund that can be found from 货物状态 (Goods status).

Chinese WordEnglish MeaningExplanation
未收到货Have not received This is for users that have not received their item that they want to ask for a refund.
已收到货Have been receivedThis is for users that have received their item that they wanted to ask for a refund.

 

3. 请等待商家处理 (Awaiting Processing from Seller)

Once you click or tap on 提交, which is to submit your request, it will show you a page like in the picture below:

Awaiting processing from the seller to request refund on taobao

 

There are a few important keywords on this page, and it is listed in the table below:

Chinese WordEnglish MeaningExplanation
成功发起退款申请Successfully requested the refund.This would be generally seen if you have successfully requested a refund.
商家同意或者超时未处理,系统将退款给您The seller has approved, or after the given time of processing the refund, the system will agree to your request.This is one of Taobao’s refund policies, where after 2 days, if the seller has not responded, the system will agree to refund or if the seller approves your refund.
如果商家拒绝,您可以修改退款申请后再次发起,商家会重新处理If the seller rejects your refund request, you may edit it and send it to the seller to process the request again.This usually can be seen if your seller has rejected your request.
申请客服介入Request Taobao customer service staff to be involved.You can see this option while it is waiting for your seller or the system to agree with your refund.
撤销申请Withdraw refund request.You can see this option to withdraw your refund request after submitting it.

 

4. 退款完毕(Refund Completed)

If the seller has agreed to give you the refund or due to the auto-agreement from the system since the seller has not responded for two days, your refund will be successful, and it displays the page like in the picture below:

Refund completed

 

As in the picture above, there are keywords listed in the table below to help you understand what is happening on this page:

Chinese WordEnglish MeaningExplanation
退款成功Successfully refundedYou will see this once your refund has gone through bank processing.
退款成功时间Refund successful timeThis is to indicate the time of your refund being refunded successfully.
退款总金额Total refund amountThis displays the total amount that is being refunded to you.
查看钱款去向Check where the refund is heading toThis allows you to track where your refund money is going. 
退回海外支付方式Refund international payment methodThis shows you that assuming you are buying outside of China, you are using an international payment method, and it is refunding through that method.
卖家退款Seller refundThis is the status shown when a seller agrees to your refund.
银行受理Bank is processingThis is to tell you that your refund is being processed by the bank before refunding to you your payment method used.
协商历史Negotiation historyThis section is where the user can see if any negotiation was discussed. This section is also used for uploading more photo evidence or for further clarifying your explanation of your refund request for the seller and customer service of the Taobao representative to read as well.

 

 

2 Ways to Request a Refund on Taobao

To request a refund for an item purchased from Taobao, a user has 2 ways to do it:  

 

1. Request the Refund from Your Order List

A user can request a refund from the list of orders they have made. There are different steps to follow whether you are a desktop PC user or a mobile app user:

 

For Desktop PC Users (Windows & macOS)

  1. First, go to 我的淘宝 and click 已买到的宝贝.

Request a refund from your order list on Taobao for desktop users

 

  1. Next, find the item that you want to request a refund for and click on 退款/退货.

request a refund for desktop users

 

  1. After that, select 我要退款.

Request the refund from your order list for desktop

 

  1. Then, start filling up the details for submitting your refund request.

Request the refund from your order list for desktop

 

    1. In 货物状态, you can select 末收到货 or 已收到货, as explained at 2. 买家申请仅退款 (Buyer Request Refund) in Keywords Related to Getting Refunds on Taobao, depending on your situation.
    2. Under 退款原因 (refund reasons), select the reason that suits your situation best. You can refer to the table at 2. 买家申请仅退款 (Buyer Request Refund) in Keywords Related to Getting Refunds on Taobao regarding the refund reasons with explanations provided.
    3. After that, double-check if your 退款金额 is the amount you wish to receive as a refund. Do note that it is usually set for the total price you have paid for your order, which includes any shipping fee that applies and does not allow you to request a higher value for a refund than what you have paid. If your seller has ever told you to request a refund for a specified amount, you may change the value in 退款金额.
    4. Then, in this 退款说明 part, it is recommended to add some information about it, maximum of 200 words, but most of the time, you are not required to do so, assuming you have already discussed this with your seller regarding this refund you wish to get. You can refer to the table in Keywords Related to Getting Refunds on Taobao to fill in this information.
    5. You also have the option to upload any photo evidence to justify your refund request under 上传图片. However, you may only upload 3 at most in a request submission.
    6. Once you have filled everything that is required and optional, you are ready to submit your refund request by clicking on 提交.

 

  1. As seen in the picture below, you just have to wait for the seller’s side to approve your refund request. While the refund request is not approved yet by the seller, you also have the option to modify your request by clicking on 修改申请. A user can also withdraw their refund request by clicking on 撤销申请.

Request the refund from your order list for desktop

 

At this point, if your seller does not respond within 3 days, the refund system of Taobao will automatically represent the seller’s side and agree to your refund.

  1. If your request for a refund on Taobao has been approved, you will see the page like the picture below:

Request the refund from your order list for desktop

 

This page shows you the status of your refunded money, where it is currently, and your total amount being refunded. There are 3 stages for your successful refund, which are 卖家退款 (seller refund), 银行受理(bank processing), and 退款成功 (successful refunds). Refunds will normally appear in your bank account or credit card statement within 14 days, but 1 to 2 hours for Lazada wallet users.

You can also view the negotiation history under 协商历史, as explained in table 4. 退款完毕(Refund Completed) in Keywords Related to Getting Refunds on Taobao

 

For Mobile App Users (Android & iOS)

    1. First, go to 我的淘宝 and find 我的订单. If you found it, tap on 全部 when you see it, as this would show you all of your orders made.

Request refund on Taobao for mobile app

 

    1. Find the item that you want to request a refund for and tap on 退款.

Request refund from your order list for mobile app

 

    1. After that, select 我要退款.

Request refund from your order list for mobile app

 

    1. Then, start filling up the details for submitting your refund request.

Request refund from your order list for mobile app

 

      1. In 货物状态, you can select 末收到货 or 已收到货, as explained at 2. 买家申请仅退款 (Buyer Request Refund) in Keywords Related to Getting Refunds on Taobao, depending on your situation.
      2. Under 退款原因 (refund reasons), select the reason that suits your situation best. You can refer to the table at 2. 买家申请仅退款 (Buyer Request Refund) in Keywords Related to Getting Refunds on Taobao regarding the refund reasons with explanations provided.
      3. After that, double-check if your 退款金额 is the amount you wish to receive as a refund. Do note that it is usually set for the total price you have paid for your order, which includes any shipping fee that applies and does not allow you to request a higher value for a refund than what you have paid. If your seller has ever told you to request a refund for a specified amount, you may change the value in 退款金额
      4. Then, in this 补充描述和凭证 part, it is recommended to add some information about it, maximum of 200 words, but most of the time, you are not required to do so, assuming you have already discussed it with your seller regarding this refund you wish to get. You can refer to the table in Keywords Related to Getting Refunds on Taobao to fill in this information.
      5. You also have the option to upload any photo evidence to justify your refund request from the seller in the same 补充描述和凭证 section. However, you may only upload 6 at most in a request submission.
      6. Once you have filled everything required and optional, you are ready to submit your refund request by clicking on 提交

 

    1. Now, you just have to wait for the seller’s side to approve your refund request. While the refund request is not approved yet by the seller, you also have the option to modify your request by clicking on 修改申请. A user can also withdraw their refund request by clicking on 撤销申请

Request refund from your order list for mobile app

 

At this point, if your seller does not respond within 3 days, the refund system of Taobao will automatically represent the seller’s side and agree to your refund.

    1. If your request has been approved, you will see the page like the picture below.

Request refund from your order list for mobile app

 

You can refer to Step 6 of Request Refund from Your Order List for PC users for the explanation.

 

Note: Taobao’s refund policy is that you can only apply for a refund before receiving or after receiving your item through after-sales service within 15 days from confirmation of receiving the goods/item. However, once it has passed 15 days, you cannot request a refund through the after-sales service as it would be closed, and you may refer to the following section of What to Do If Your Refund Cannot be Requested.

 

 

2. Request Refund Through Taobao’s Chatbot (我的小蜜)

A user can chat with Taobao’s chatbot, known as (我的小蜜). To do that, follow the steps below according to which platform of Taobao you are using:

 

For Desktop PC Users (Windows & macOS)

  1. First, go to 我的淘宝 and find 联系客服 on the top right corner of the same row that you have clicked on 我的淘宝.
  2. Hover your mouse on 联系客服 and click on 消费者客服.

Request refund on Taobao through chatbot

 

From this step onwards, there are 2 different ways to ask/request a refund easily, depending on whichever suits you:

 

Method 1:

  1. You will be directed to a chat page, and in there, type and send 我要申请退款.

Request refund through chatbot

 

  1. A list of orders you have made will appear to find your order that you want to request a refund for, then just search the order name at the search bar (assuming there are some English words or you know how to type Chinese) and click on Send.

Request refund through chatbot

 

Method 2:

  1. You will be directed to a chat page, and in there, select 咨询订单问题 and find your order or just search the order name at the search bar (assuming there are some English words or you know how to type Chinese) that you would like to ask for a refund. Click Send when you have found the order.

Request refund through chatbot

 

  1. Then, type and send 我要申请退款.

Request refund through chatbot

 

From here onwards, the steps below would be the same no matter which of the methods you have chosen from the previous 2:

 

  1. After that, the chatbot will respond to you and also gives you the option to select 在线人工客服 and the option of 申请退款. Click on 申请退款 to have your refund requested.

Request refund through chatbot

 

  1. Then, start filling up the details for submitting your refund request. You can refer to Steps 4 to 6 of Request Refund from Your Order List for PC users, as it would be the same. 

 

For Mobile App Users (Android & iOS)

  1. First, go to 消息 and find 我的小蜜.

Request refund through chatbot on mobile

 

  1. You will be directed to a chat room, and in there, type and send 我要申请退款.

Request refund through chatbot on mobile

 

From this step onwards, there are 2 different ways to ask for a refund easily, as explained previously in 2 steps for PC users, depending on whichever suits you. After that, the following steps would be the same no matter which of the 2 above methods you opt to choose:

  1. After that, the chatbot will respond to you and also gives you the option to select 在线人工客服 and the option of 申请退款. Press on 申请退款 to have your refund requested.

Request refund through chatbot on mobile

 

  1. Then, start filling up the details for submitting your refund request. You can refer to Steps 4 to 6 of Request Refund from Your Order List for app users, as it would be the same.

 

 

How to Return Your Goods/Items on Taobao?

A user can request a refund from the list of orders they have made. There are different steps to follow if you are a desktop PC user or a mobile app user:

 

For Desktop PC Users (Windows & macOS)

  1. First, go to 我的淘宝 and find 已买到的宝贝.

Return your item on Taobao for desktop users

 

  1. Next, find the item that you want to request a refund for and click on 退款/退货.

Return your item for desktop users

 

  1. Following that, select 我要退货退款.

Return your item for desktop users

 

  1. Then, start filling up the details for submitting your refund request, which is the same as in Steps 4 to 5 of Request Refund from Your Order List for PC users.
  2. If your request has been approved, 2 scenarios might happen here:

 

Scenario 1:

If your item is in Taobao’s warehouse and has not shipped to you yet, you are required to pay the shipping fee for returning the goods/items to the seller. After that, you have to wait for your seller to receive the returned goods/items to get your refund. 

 

Scenario 2:

If your item is outside of China and has been received by you, you are required to find your courier service, pay the shipping fee, fill up the address and recipient details as given in the system, and enter the tracking number of the shipment for returning the goods/items to the seller in 7 days. After that, you have to wait for your seller to receive the returned goods/items to get your refund.  

If any of the scenarios have been done successfully and the seller has received the returned goods/items, you could refer to Step 6 of Request Refund from Your Order List for PC users on what is the displayed page about.

 

For Mobile App Users (Android & iOS)

  1. First, go to 我的淘宝 and find 我的订单. If you found it, tap on 全部 when you see it, as this would show you all of your orders made. 

Return your item for mobile app users

 

  1. Then, find the item that you want to request a refund for and tap on 退款.

Return your item for mobile app users

 

  1. After that, select 我要退货退款.

Return your item for mobile app users

 

  1. Next, start filling up the details for submitting your refund request, which is the same as in Steps 4 to 5 of Request Refund from Your Order List for app users.
  2. If your request has been approved, 2 scenarios may happen, as explained in Step 5 of Return Your Goods/Items on Taobao for PC users:

 

You could refer to Step 6 of Request Refund from Your Order List for app users for more information since it would be showing the same details.

 

Note: Taobao’s customer service recommends using logistics companies such as DHL, TNT, SF Express, FedEx, UPS, EMS, and others that offer shipping to China for returning your goods.

 

 

What to Do If Your Refund Cannot Be Requested?

According to Taobao’s refund policy, you can request a refund only within 15 days of receiving the item. Or else, you are required to speak with a live chat agent through 消费者客服 for PC users or 我的小蜜 for app users. Do not worry, a guide will be given in this section to help you get back your refund. 

 

For Desktop PC Users (Windows & macOS)

  1. First, go to 我的淘宝 and find 已买到的宝贝.

When refund cannot be requested on desktop

 

  1. Next, find the item that you want to request a refund for and see if you have the options of 退款/退货 or 申请售后

When refund cannot be requested on desktop

 

If so, try clicking on it and see if it directs you to the page below. If it does, you may refer to the 2 Ways to Request Refund on Taobao and How to Return Your Goods/Items on Taobao sections to see how you can request a refund.

When refund cannot be requested on desktop

 

  1. If it comes out with an error such as the picture below, where it says 您不能发起售后申请, it means you are no longer allowed to get a refund from its after-sale service as it has already reached more than the guaranteed after-sales that was provided by the seller, which may vary. 

When refund cannot be requested on desktop

 

Before proceeding further, 2 pre-requirements are needed: 

  • Screenshots of your conversation with the seller agreeing to give you a refund by asking a live chat agent to reopen the refund request. This is important for the upcoming step as it would be the evidence for asking the live chat agent to reopen the refund option of your order.
  • Your order number. Although you may have sent the order you want to ask about, the live chat agent sometimes still needs that information.

 

  1. Hover your mouse on 联系客服 on the top-right corner of the same row that you have clicked on 我的淘宝, and click on 消费者客服.

When refund cannot be requested on desktop

 

  1. Find the order you want to request to reopen the refund service by clicking on 咨询订单问题 and click send once you have found it.

When refund cannot be requested on desktop

 

  1. Then type 找人工客服 and send. If you see the button like the picture below, click on 点击联系 to connect with the live chat agent.

When refund cannot be requested on desktop

When refund cannot be requested on desktop

 

  1. Then send the order number that you copied from the place like the picture below and sent to the chat and send the following after you have sent your order number: 我要申请售后. This command tells the live chat agent that if you wish to request an after-sales service for the order, you are unable to request a refund.
  2. Upload the screenshots of your conversation with the seller about reopening the refund service to the chat and send them. If the agent does not allow you to do it, you may just end the customer service and repeat Steps 6 to 8 until you find an agent that has opened the service for you to request your refund.
  3. Once the live chat agent has successfully reopened your refund request service for your order, you may refer to the 2 Ways to Request Refund on Taobao for PC users or How to Return Your Goods/Items on Taobao for PC users.

 

For Mobile App Users (Android & iOS)

  1. First, go to 我的淘宝 and find 我的订单. Then press 全部.

When refund cannot be requested on mobile app

 

  1. Find the item that you want to request a refund for and see if you have the options of  退款. or 申请售后

When refund cannot be requested on mobile app

 

If so, try pressing on it and see if it directs you to the request refund page like below. You may refer to the 2 Ways to Request Refund on Taobao and How to Return Your Goods/Items on Taobao sections under app users to see how you can proceed.

  1. If it comes out with an error such as the picture below, where it says 没有可发起的纠纷类型, it means no such service can be provided to you. So, most likely, it is due to the after-sales period the seller has expired. 

When refund cannot be requested on mobile app

 

Before proceeding further, 2 pre-requirements are needed, which are stated in the earlier section for PC users.

  1. Then, go to 消息 and find 我的小蜜.

When refund cannot be requested on mobile app

 

From here, the remaining steps would be similar to Steps 5 to 8 in the earlier part of the section (i.e., the steps for PC users).

  1. Once the live chat agent has reopened your refund request service for your order, you may refer to the 2 Ways to Request Refund on Taobao for app users or How to Return Your Goods/Items on Taobao for app users.

 

Important Notes: 

  1. Reopening your refund request service may only be performed once. It may be a major issue if you fail to get your refund. You may need to contact Taobao’s customer service for advice on what you should do.
  2. If you are reopening a refund request service for orders over 180 days old and above, you may have issues getting your refund back. You may refer to the next section, What To Do If You Have Not Received Your Refund?

 

 

2 Steps to Try If You Have Not Received Your Refund

If the refund that you requested has been more than 180 days or older, you will face this issue where your refund isn’t reflected in your credit card statement, received by your bank account, or any payment method that suits your case.

Follow the steps below to see if any could help resolve this issue:

 

1. Track Your Refund Status

Your refund may have not been fully processed yet. Users can track their refund status to see at which stage it currently is. To do that, follow the steps below according to your platform:

 

For Desktop PC Users (Windows & macOS)

  1. First, click on 我的淘宝, then click 退款.

Track refund status on Taobao for desktop

 

  1. Next, find the refund that you have requested in the list and click 服务详情 to view the details of your refund.

Track refund status for desktop

 

  1. After that, you can see the tracking, like in the picture below.

Track refund status for desktop

 

  1. You may even click on 查看钱款去向 to further check the details of your refund process at Alipay.

Track refund status for desktop

 

For Mobile App Users (Android & iOS)

  1. First, go to 我的淘宝, then press on 退款/售后.

Track refund status for mobile app

 

  1. After that, find the refund that you have requested in the list and press on 查看详情 to view the details of your refund.

Track refund status for mobile app

 

  1. Next, press on 查看钱款去向 to see the tracking like in the picture below.

Track refund status for mobile app

 

Note: If your refund status has reached the final stage, which is the 退款成功 stage, but you still did not receive it yet after 2 weeks of the estimated date of your refund, proceed to the next method.

 

2. Call Taobao’s Customer Service

You may call Taobao’s customer service to ask about your refund status. However, mostly their customer service only speaks in Chinese. So if you can’t, you may want to find someone that can speak and understand Chinese to help

you communicate with the customer service, please prepare these information before you make a phone call:

  • Your Taobao account name.

Where to find it?

For PC users: Log in and go to 我的淘宝. The name you are required to give is enclosed in the bracket “( )”.

Call Taobao's customer's service for desktop

 

For mobile app users: Log in and go to 我的淘宝. The name is 账号名.

 

  • Refund ID
  • Refund Requested Date
  • Order Number
  • Order Date

For both of these refund information, it can be retrieved from:

 

For Desktop PC Users (Windows & macOS)

  1. First, click 我的淘宝, 退款 and look for the refund you want to ask and click 服务详情.

Call Taobao's customer's service for desktop

 

  1. The Refund ID would be under 退款编号, and the refund date would be under 退款成功时间

Call Taobao's customer's service for desktop

 

  1. As for the order number, it would be under 订单编号 and the order date would be at 成交时间.

Call Taobao's customer's service for desktop

 

For Mobile App Users (Android & iOS)

  1. First, go to 我的淘宝, 退款/售后.

Call Taobao's customer's service for mobile app

 

  1. Then, look for the refund you want to ask for and press 查看详情

Call Taobao's customer's service for mobile app

 

  1. After that, press 查看全部. 
  2. The refund ID would be under 退款编号, and the refund date would be under 申请时间

Call Taobao's customer's service for mobile app

 

  1. As for the order number and date, you need to go to 我的淘宝, 我的订单,  全部. 

Call Taobao's customer's service for mobile app

 

  1. Subsequently, find the order you have requested a refund and tap on it. Then, you can see the order number under 订单编号, and the order date would be at 成交时间.

 

  • Bank Account Holder Number
  • Bank Account Holder Name
  • Bank Address (Use the address of the branch or place that you registered)

 

Once you have gathered all this information, you shall make a phone call based on where you are from. If you do not see any phone number for your country, please contact their support through 消费者客服 for PC users or 我的小蜜 at the 消息 tab for mobile app users to ask if there is any phone number.

CountryNumberWorking Hours
Australia+6 138 373 8606Unknown
China (Consumer)+865 718 815 8198Unknown
Hong Kong+8 523 018 3610

(852)2215-5300

Monday to Saturday, 9:00 A.M. – 6:00 P.M.

Closed on Sundays and public holidays

International+86 400 843 2288Unknown
Malaysia+6 039 212 5564

1800-807-178

Monday to Friday, 9:00 A.M. – 6:00 P.M.

Closed on Sundays and public holidays

Singapore+653 163 3159

800-188-6018

Monday to Friday, 9:00 A.M. – 6:00 P.M.

Closed on Sundays and public holidays

Taiwan+88 627 705 4306

(886)02-7706-3088

Monday to Saturday, 9:00 A.M. – 6:00 P.M.

Closed on Sundays and public holidays

America(201) 812-1300        Unknown

 

 

Conclusion

In conclusion, if you are clueless about how to request a refund on Taobao or return your goods/items that change from an anticipated one to yet a very disappointed goods/item. Although we would feel angry and disappointed for receiving such goods/items while waiting for some time, please keep in mind that we have this guide prepared with keywords, 2 ways to request a refund, how to return your goods/items and what to do if you did not receive your refund.

If you tried following the ways and you are still facing issues with your refund/return request, it is highly recommended to contact Taobao’s customer service or even the seller for assistance.

Lastly, let us know in the comments:

  • Are you having problems with your refunds on Taobao?
  • Which device are you mostly using to access Taobao?
  • Did any of the above information, ways, or tips help you?
  • What was your experience returning your Taobao goods/items?
  • Are there any other ways or key information we should add to this list for getting refunds?
  • What other problems are you encountering with Taobao that you require help with?

Feel free to share this post with hardcore Taobao shoppers that you know want to request a refund or return! 😊

Written by Adriel Peh

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