Introduction

Taobao offers a wide range of products at attractive prices. Many items, including charging cables, power banks, and insulated bottles, often cost less than similar products sold in Taiwan. Given that these items are often manufactured in China and some falsely labeled as “Made in Taiwan” despite being imported, buying directly from Taobao can sometimes offer better value.

However, my recent experience highlights potential pitfalls. I purchased an item from Seller B at a lower price than Seller A, only to find that the actual product was entirely different from its online description and of very poor quality. Interestingly, the product listings for Sellers A and B were identical in content and design, which further complicated the situation.

Although the item only cost RMB 47.7 (USD 6.58), the receipt of such a low-quality counterfeit item led me to promptly initiate a return process. This article outlines my Taobao refund process.

Communicating with the Original Seller

Upon realizing the item was counterfeit, I contacted the seller. However, the process was far from smooth. Despite clearly explaining the discrepancy, I received canned responses like:

“I’m still young and can’t understand pictures, so please describe the problem simply again. Thank you!”

Additionally, the seller insisted that I choose “wrong specification selected” as the return reason and ship via a specific logistics provider that offers pickup services. Unfortunately, such services are unavailable in Taiwan, complicating the return process further.

If faced with such uncooperative sellers, contacting Taobao’s official customer support often resolves the issue.

Some sellers may offer partial refunds (e.g., RMB 10) as compensation. It’s up to you to decide whether to accept it or stand your ground.

Maximizing Support: How Overseas Users Can Leverage Taobao’s Customer Service

Taobao’s customer support for Hong Kong, Macau, Taiwan, and other overseas regions is highly efficient. Once you provide the order details and explain the issue, they will respond promptly. Key points to note:

1. Provide the order number in every interaction with customer support.
2. Clearly discuss who is responsible for the return shipping costs.
3. When shipping from Taiwan to China, use the postal service and obtain a tracking number. Enter this tracking number into the Taobao return system under the logistics option “China Post.” You can track the shipment via China Post.
4. If you have good Sesame Credit, Taobao may refund your payment immediately after submitting the return request.

Taobao Return Process

Requesting a Return

Click on the product in the system and select the return option to negotiate with the seller. If there is any uncertainty, ensure to communicate thoroughly beforehand.

Finally, confirm on Taobao that the product has officially entered the return process. If you also need a shipping fee refund, negotiate with the seller. If the item is counterfeit and you are unwilling to bear the return shipping fee, you can discuss this further with Taobao’s official customer service.

Shipping the Product Back

Initially, I hesitated between using SF Express or the post office but ultimately chose the post office. The reason was its straightforward procedures, widespread locations, and convenience. Since my item’s size was small, I decided to personally deliver it to the post office for shipping.

It is important to note that items cannot be exposed; they must be packed in a simple box with waterproofing measures. If the item is fragile or prone to damage, it’s advisable to add protective padding to prevent damage during transit.

As it was my first time shipping, I wasn’t very familiar with the post office’s process, but thankfully, the staff were very friendly. After explaining that the package was a personal shipment to Mainland China, they offered relevant options and suggested suitable outer packaging boxes. Generally, as long as the package is not overly large, you can complete the packaging and send it immediately.

What I did was to first fill out the Postal e-Packet form at the post office and notify the staff that I wanted to send a registered package requiring recipient confirmation. After checking, the staff reminded me that the item needed to be properly packed and suggested purchasing a standard convenience bag for simple packaging.

The staff informed me that the cost of the convenience bag could be deducted from the postage fee.

The total shipping cost for this package was TWD 150. Since the convenience bag cost TWD 65, this amount was directly deducted from the postage, leaving an actual postage fee of TWD 85. However, I still paid TWD 150 in total. (In other words, the convenience bag was effectively free.)

Before shipping, be sure to confirm with the staff that the package is being sent as a registered mail requiring recipient confirmation and not as regular mail to avoid tracking and return issues.

While shipping, you need to fill out the sender’s personal details and the recipient’s detailed information. Once completed, the post office will provide a shipping receipt. It’s recommended to take a photo of the receipt and upload it on Taobao as proof for the return and refund process.

You can reference Taiwan Post’s guidelines for the calculation of shipping fees:

1. Fees are calculated per 0.5 kg.
2. Dimensional weight applies if it exceeds actual weight: Length × Width × Height (cm) ÷ 6000 = Dimensional Weight (kg).
3. If the dimensional weight exceeds 2 kg, an additional fee of 20 TWD per 0.5 kg is applied regardless of the destination zone.
4. Each package must not exceed a weight of 2 kg.
5. No single side may exceed 60 cm, and the total of length, width, and height must not exceed 90 cm. The minimum dimensions are 14 cm × 9 cm.
6. The weight and pricing in TWD are as follows: Zone 1 includes Guangdong, Guangxi, Hainan, Fujian, Jiangxi, Jiangsu, Zhejiang, and Shanghai. All other regions fall under Zone 2.

   Weight (kg)	Zone 1	Zone 2
   0.5	150	170
   1	180	200
   1.5	240	260
   2	300	320

Documenting and Finalizing Your Return with Taobao

After shipping, enter the tracking number into the Taobao system. If you have good credit, the refund is usually processed immediately.

Refund for Shipping Fees

Once the product is returned to the seller and the system displays Refund Successful, the return process is essentially complete.

Since the product did not match the description, I requested a refund for the shipping fees through Taobao’s official customer service. After failing to reach an agreement with the seller, I contacted Taobao’s dedicated customer support again and clearly stated my demand: I want a shipping fee refund.

Taobao customer service required me to provide the following details:

1. Tracking number.
2. Logistics company: China Post Express Logistics (shipped from Taiwan and forwarded to China Post Express Logistics).
3. Shipping fee: TWD 150 (RMB 33.30).
4. Seller’s return address.
5. Contact email.
6. Contact phone number (I provided my Taiwan mobile number).

Finally, they asked if I would accept compensation via red packet, to which I agreed.

However, based on online accounts, some users reportedly had issues using red packets due to the lack of real-name verification. It’s recommended to confirm this situation with Taobao beforehand if applicable.

After submitting the request, the customer service representative indicated they would respond within 3 to 5 business days. However, no progress was made even after the 5-day period.

During this time, my schedule was fragmented due to travel, and I did not actively follow up with them.

In early November, I contacted Taobao again to report that I had not received the red packet. It seemed that the process was restarted, causing further delays. Without actively following up, the issue dragged on for some time.

It is crucial to closely monitor the progress within the promised timeframe (e.g., 3 days). If no response is received within the deadline, you should proactively contact Taobao’s customer service. Only after multiple follow-ups will the customer service actively address refund or compensation issues. Avoid waiting too long—for example, contacting them 7 days after being promised a 3-day response may result in them denying accountability.

Eventually, on November 13, I successfully received the red packet compensation, which came without usage restrictions. Although the process was slightly delayed, the outcome was satisfactory.

Timeline for Refund Process

• 2024/09/10: Initiated the return process.
• 2024/09/13: Shipped the product back.
• 2024/09/29: Return completed successfully; applied for a shipping fee refund through the official platform.
• 2024/09/30: Officially promised to issue a red packet within 5 days.
• 2024/11/03: Reported not receiving the red packet; the official requested resubmission of information.
• 2024/11/05: Followed up again; the official promised a response within 3 days.
• 2024/11/08: Followed up once more; the official stated they would respond within 2 days.
• 2024/11/12: Asked again; the official confirmed they were verifying and promised to issue the red packet within 2 days.
• 2024/11/13: Successfully received the Customer Experience Assurance Red Packet. Both the product and the shipping fee were refunded. (The red packet is valid for 60 years.)

Conclusion

Taobao products are often a case of “you get what you pay for.” In addition to referencing the product description on the page, it is essential to check buyer reviews and photos, as these provide a more accurate reflection of the actual product. If no one has purchased or left a review for the product, it is advisable to avoid buying from that seller.

If you have doubts about a product, prioritize selecting items that support local returns in Taiwan to minimize the complexity of the return process.

Overall, Taobao’s return process is generally smooth, but special attention must be paid to shipping fee issues. When the seller refuses to bear the return shipping cost, coordination through official customer service is necessary. Furthermore, shipping products back from Taiwan often costs more than the product itself. To avoid unnecessary losses, it is crucial to communicate with customer service before deciding to return an item.