To message a Taobao seller in Chinese, tap the “客服” (customer service) button and send a short, ready-made Chinese sentence — ideally with a photo. Most problems with a Chinese seller can be solved with one well-written message. The catch is that the majority of sellers only understand Chinese, and translator apps often produce strange sentences. Below are ready-made Chinese messages for the situations you’ll need most, each with its English meaning. Copy one, change the numbers if needed and send it to the seller.
Key points
- You message a Taobao, 1688 or Pinduoduo seller through the “客服” (customer service) button on the product page or in the order.
- A short sentence plus a photo gets a fast reply. Start with “您好” (hello) and end with “谢谢” (thank you).
- China is 3 hours ahead of Tashkent: when it’s 15:00 in Tashkent, it’s 18:00 in China.
- If the parcel hasn’t reached the Door to Door warehouse in China yet, cancellations and returns are handled in the shopping app, with the store.
- Don’t tap “确认收货” (confirm receipt) until the parcel is actually in your hands.
Contents
Where to message a Taobao, 1688 or Pinduoduo seller
- Taobao — the “客服” (customer service) button at the bottom left of the product page. After you’ve ordered: open the order → “联系卖家” (contact the seller) or “联系客服” (contact customer service).
- 1688 — the “旺旺” (Wangwang chat) or “客服” button on the product page.
- Pinduoduo — the “客服” button on the product or order page.
To get a quick reply
Ask one question per message and add a photo. China is 3 hours ahead of Tashkent: when it’s 15:00 in Tashkent, it’s 18:00 in China. Read the seller’s reply with your phone’s translator or Google Lens.
Before you buy
您好，我身高170厘米，体重65公斤，平时穿M码。请问这件选哪个尺码合适？谢谢！Meaning: Hello, I’m 170 cm tall, weigh 65 kg and usually wear size M. Which size of this item should I choose? Thank you!
您好，可以发一下这件商品的实物图或者视频吗？谢谢！Meaning: Hello, could you send real photos or a video of this item? Thank you!
您好，这款有现货吗？下单后多久能发货？Meaning: Hello, is this item in stock? How soon after I order will you ship it?
You’ve ordered, but it hasn’t shipped yet
您好，我的订单还没有发货，请问什么时候能发？麻烦尽快安排发货，谢谢！Meaning: Hello, my order hasn’t been shipped yet. When will you ship it? Please ship it as soon as possible, thank you!
您好，我拍错了，麻烦帮我把尺码改成L码，颜色改成黑色。还没发货的话请帮忙修改，谢谢！Meaning: Hello, I chose the wrong option. Please change the size to L and the color to black. If it hasn’t shipped yet, please make the change, thank you!
您好，发货的时候麻烦不要放鞋盒，直接用快递袋包装就可以，谢谢！Meaning: Hello, please don’t include the shoebox when you ship — just pack them in a courier bag, thank you!
The cargo fee depends on weight, and a shoebox adds noticeable weight to a parcel. If the shoes are a gift or you need the box, don’t send this message. How the price is calculated: see the rates page.
您好，这是易碎品，麻烦包装得结实一点，多加一些泡沫，谢谢！Meaning: Hello, this item is fragile. Please pack it more securely and add more foam, thank you!
For fragile items, the Door to Door bot also has “📦 Доставка в коробке” (Delivery in the box): enter the tracking number, and our China warehouse will ship the item in its box.
您好，我不想要了，想取消这个订单，请不要发货，谢谢。Meaning: Hello, I’ve changed my mind and want to cancel this order. Please don’t ship it, thank you.
If the order hasn’t shipped yet, you can also cancel it with the “申请退款” (request a refund) button in the app — the message just speeds things up.
If there’s a problem with delivery
您好，请问这个订单的快递单号是多少？谢谢！Meaning: Hello, what is the tracking number for this order? Thank you!
您好，我的包裹物流信息已经好几天没有更新了，麻烦帮我查一下现在在哪里，谢谢！Meaning: Hello, the tracking information for my parcel hasn’t updated for several days. Could you please check where it is now? Thank you!
您好，物流显示已经签收了，但是仓库说没有收到这个包裹。麻烦帮忙联系快递公司核实一下，谢谢！Meaning: Hello, the tracking shows the parcel as received, but the warehouse says it didn’t get this parcel. Could you please contact the courier company and check? Thank you!
Before sending this message, make sure the parcel really hasn’t arrived: check the tracking number at trek.d2d.uz or send it to our operator. Sometimes the parcel has reached the warehouse but hasn’t been added to your account because the ID in the address was wrong — that has a different fix (address mistakes).
If the item is wrong or damaged
When an item is wrong or damaged, what matters most is where the parcel is right now:
- The parcel hasn’t reached our China warehouse yet — the return and refund are handled in the app, with the store. This is a matter between you and the store.
- The parcel is already at our warehouse or in your hands — returning it to the store becomes harder. In a serious case (a broken item or a completely different product), send our operator the tracking number, your DTD ID, a photo of the item and the reason — the operator will look into what’s possible. Often, though, it’s easier to ask for a partial refund.
您好，我收到的商品和我买的不一样，尺码和颜色都不对，照片发给您了。请问怎么处理？Meaning: Hello, the item I received is not what I bought — both the size and the color are wrong. I’ve sent you photos. How can we sort this out?
您好，商品收到的时候有破损，照片发给您了。我在国外，退货很不方便，可以给我部分退款吗？谢谢！Meaning: Hello, the item arrived damaged; I’ve sent you photos. I’m abroad, so sending it back is very inconvenient. Could you give me a partial refund? Thank you!
Three buttons in the app
“申请退款” — request a refund. Inside it: “仅退款” — refund only (the item isn’t sent back) and “退货退款” — return the item and get your money back. Returning goods from abroad is expensive, so people usually ask for “仅退款” or a partial refund.
Glossary: useful Chinese words for Taobao
| Chinese | Meaning |
|---|---|
| 发货 | Ship, dispatch |
| 物流 | Delivery information (logistics) |
| 快递单号 / 运单号 | Tracking number |
| 签收 | Received (signed for) |
| 包邮 | Free delivery within China |
| 现货 | In stock |
| 尺码 / 颜色 | Size / color |
| 退款 / 退货 | Refund / return the item |
| 确认收货 | Confirm receipt |
| 延长收货 | Extend the receipt period |
Don’t rush to tap “确认收货”
This button releases your payment to the seller — after that, opening a dispute gets harder. The platform confirms receipt automatically after a set period. If your parcel is still on its way, extend that period with “延长收货” in the order.
Frequently asked questions
What should I do if a Taobao seller doesn’t reply?
Wait for business hours in China — China is 3 hours ahead of Tashkent. If there’s no reply within a day, submit an official request through “申请退款” in the order: the platform monitors these requests, and the seller has to respond within a set time.
Can I message a Chinese seller in English or Russian?
Sometimes. Some large stores understand English, but most sellers only read Chinese. A short sentence in Chinese almost always gets a faster and more accurate reply.
Do I need to contact Door to Door to get a refund?
No. Cancellations and refunds are settled between you and the store, on the platform itself — the cargo company has nothing to do with that money. If the parcel has already reached our warehouse and needs to be returned, message our operator, who will look into the situation.
My item reached your warehouse, but it’s the wrong product. Can I return it?
Only in serious cases: if the item is broken or is a completely different product, the possibility of a return is considered. Send our operator the tracking number, your DTD ID, a photo of the item and the reason. There’s no guarantee in advance, so asking the seller for a partial refund is often the faster solution.
Three steps to your first order
Everything happens in our Telegram bot: get your ID, copy the China address and shop. We handle the rest — from our warehouse in China to your door.
- Sign up
1. Get your DTD ID
Tap “📝 Регистрация” (Sign up) in the bot — it works in Uzbek and Russian. Passport details are needed for customs. The ID is issued instantly; you get 5 DUR once approved.
- Get the address
2. Get the China address
Tap “✈️ Авиа адрес” (air) or “🚚 Авто адрес” (road) and paste the address into Taobao, 1688 or Pinduoduo.
- Track cargo
3. Shop and track
The bot notifies you when your parcel reaches our warehouse. Check its status by tracking number any time.
- Since 2021
- 10 800+ happy customers
- Branches in 11 regions
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