Instant Messaging with the Seller
If you want to ask the Seller a question (and we think its a good idea to always ask some questions) then the Wangwang Chat program is the best place to do it. You’ve probably seen this blue waterdrop-lookin guy around the website. That is the button that invites you to open up a chat with a Taobao Seller. First check to see if they are online:
If they are online, just click on the button (and brace for emoticons!) Wangwang should appear in a pop-up window. Or if it is your first time, you may be prompted to install some plug-ins.
There is also standalone Wangwang Chat software, but it is noisy and I don’t like using it. It is probably most useful for Sellers who are online all day, but if you want to give it a try if you’d like. It has the added benefit of keeping official chat records.
When chatting with a supplier, start with a big ni hao. When they reply, copy/paste the link of the product you are looking at, and follow up with your questions. See our guide on What to Ask a Taobao Seller to learn more.
Update: if you have trouble getting the chatting to work right, try clicking the little chat button from a different page. You can find chat buttons on the search page, on the product page, on the seller page, and from your shopping cart. Each of these buttons may behave differently. So if you have problems with one, try another.
(The link from the product description page works best for me.)
clicking on the wangwang button now takes you to the instant messaging page but seems to require that you download the Wang Wang Chat software, and enter a “captcha” phrase. I am unable to just chat with the seller as indicated in your guide, and trying to download the software is difficult. Any suggestions??
Welcome back, Karen!
There are two ways to chat – with the standalone software and directly in your web browser. The web browser chat may also require downloading a little plugin.
Which browser are you using? Do you continue to have trouble if you switch browsers?
I have successfully chatted in the past using IE, by just clicking on the wangwang chat button but now it seems I have to download the software when I click on the chat button. So I tried to download it and not really understanding what I was clicking, I now get an error page in IE every time I click on the wangwang chat button, so not sure what to do now. I’ve deleted the software and restarted the PC but no go????!!!!
Hmm, I am going to check on this with Laobanniang. I bet you are gonna have to flush your SSL cache or something like that. But lemmie check first.
Hi Karen, yes, looks like Taobao added more security with Wangwang chat recently – the captcha phrase. I tried both in Chrome and IE, they both worked. Just type in the letters you see in the captcha, then click the big “submit”(提交) button on the way right. (it’s the biggest button at the most right side of the chat content box.) then you can begin type and chat no problem. (just fyi, the other two blue link in the chat content box is: “I can’t recogonize the captcha phrase, show me another one” – the top one; and “click here to download the independent chat program” – the bottom one)
if you already installed the Wangwang chat program, then IE would send out the program directly when you click the “little blue poping head”, if you don’t want to use the program, just uninstall it first, then next time when you want to chat, IE would just lead you to the browser chat as I described above. please let us know if you still have problems.
OK, I chose a random seller and it worked for me that time!! I wonder whether some sellers can require you to download the software before they will chat to you? Anyway, thanks for the great follow up and for your great site. I’ve now made two successful purchases thanks to your site!!
Congrats, Karen! It’s our pleasure! =D
Top-notch work, Laobanniang!
Update to previous problem: the chat button will behave differently depending on where you click from. So try clicking from a different page if you have difficulties. (Field Guide updated.)
I am still having problems using the chat window. I can access it the first time and enter the captcha phrase, hit the button on the right and wait for a response, but after that I am unable to send anything further. Another warning screen appears (that I can’t understand nor translate)asking me if I want to navigate away from the page or not. If I navigate away I am taken back to the logon screen. If I elect to stay I cannot do anything on the chat screen page, and it doesn’t allow me to send any further chat messages.
As suggested I have tried hitting the button from different screens but don’t get further with any of them. Hope this makes sense….Help!!!
Hi Karen, Called Taobao hotline on this just now. Their explanation is that some of the IE settings might be the cause of this problem. (well I think that’s caused by bad programming of this chat app, it didn’t do a good job adjusting to various browser setting environment…) The suggestion is: go to IE, click tools –> internet options –> “general”, click delete cookies, delete files, clear history; then select the 2nd tab – “security”, click custom level, then select “enable” for “Automatic prompting for ActiveX controls”. After confirming all the settings, close your browser, and preferably log off and log in again to your windows system. this should fix the problem. Have a try. Good luck! =)
thanks laobanniang I’ll try that and let you know….
so not wanting to delete all my cookies, I just selected the 2nd tab – “security”, click custom level, then select “enable” for “Automatic prompting for ActiveX controls”, and this seemed to work, and allowed me to chat with a randomly selected seller, meaning I was able to to and fro a couple of times without getting pop up windows asking me to download wang wang chat software. thanks again…
Good Luck, Karen!
Thanks for the site. It’s what has finally helped me to take the plunge into the world of Tabao.
I have question: At first I had no problem contacting sellers using the on-site instant messaging program. However, this week any attempt made to contact the seller in this way results in me having to sign in — regardless of whether I am already signed in. Yet signing in again brings me no closer to contacting the seller. I have tried pressing the “contact me” button from different parts of the TaoBao site, and while using different browsers (IE, Firefox, Chrome), all to no avail. I would be grateful for any guidance.
I’m having the same exact problem. I am signed in. I goto chat with the seller. It asks for my password like normal. I put in my password and instead of sending me to the chat page, it sends me to ‘my taobao’. Any attempt to chat always sends me to ‘my taobao’ making chatting impossible. I’ve tried deleting cookies, adjusting security settings, but none of it helped. Any help you could provide would be appreciated. Thanks for the site, it’s great.
Hi dear both, it’s true it’s not working at all… Just called & confirmed with Taobao, the web-page based chatting is currently under maintenance, they say it would be back to service next Monday. if you can’t wait that long, and you know a little bit Chinese, chat with the Wangwang program, you can download it here.
Is this Wang Wang chat the same as Trade Manager?
wow, laoban,
this is soo cool,
i brought one recently,
ATTENTION for sure!!!
Hi everyone !
I don’t understand something : why are there two “sign in” pages ? (the second one with a lock) because when I tried to talk with a seller, I have to sign in a second time. And my password doesn’t work with the page with a lock.
Thanks for your help, this website is so cool !
Hi, I am just trying to get into the taobao world. I want to instant message a seller but would you happen to know how i can enter chinese text on it? thanks!
Sure thing! I will assume for a minute that you are using Windows.
Check out this page for info on how to let your Windows know that you want to type Chinese.
And then install this IME from Google – it will make typing Chinese much easier.
Hi Mekyu, one is “secured sign-in” (the one with a lock)and the other is “un-secured sign-in”, if you’re not using the IE browser, and don’t have the alipay security plug-in installed, you can’t use the secured sign-in. for task like talking to sellers, make payment, order confirmation, they all need secured sign-in. I figured the un-secured sign in is Taobao’s compromised UI solution made to many ppl who hate to use IE for browsing.
Thank you a lot Laobanniang for your answer ! So I have to use IE for this…
Thanks again
Hello everyone (yes…again) !
I tried to talk with a seller but I can’t sign in in the secured page (It told me wrong password)… I have installed the plug in with IE explorer but it doesn’t work at all… Can someone help me ?
Thanks <3
Hi Mekyu, We really don’t know how to help you, usually using IE would solve the problem. I searched the web for that, only one other user encountered this and it was said to be a problem that happened during Taobao system upgrade, I don’t know if it’s correct. Please try again later and see if it works. if it still doesn’t work, you have to ask the ultimate help from Taobao Customer Service, you can reach them at +86-571-88157858. Good luck! =)
recently all the sellers I contact using the taobao chat feature just have an automatic message saying contact them by QQ. I have no idea how to use QQ. Any advice?
Hi Awingy, QQ is a popular IM chat program in China, actually it’s the most popular one, almost every Chinese have a QQ account. But we’d rather advice you to stick to crappy WangWang chat, as Taobao only accepts wangwang chat record as valid proof if any disputes arises later.
Laobanniang,
I’m using Mac and I can’t instal the AIM plugin. Everytime I chat with seller via the web-based chat, they keep asking me to use AIM. Have downloaded several times but couldn’t install it. It seems to work fine with Windows. Please help. Thx
Hi Zoe, the AIM currently doesn’t support Mac at all. I can’t help you with this, I’m afraid. If you really want to use it, the only way is to install a Windows system in your mac… =)
I was using AIM to chat with the seller yesterday. She had to check her warehouse to check if the colour I wanted was in stock. She told me that she would be able to confirm today. Besides AIM, does Taobao allow sellers to contact potential buyers by e-mail/messaging service to my account? Should I expect to receive a message in my Taobao account or should I use AIM to contact the seller again? Thanks.
Hi Maestro, Majority of Taobao sellers uses Wangwang to contact their customers. There’s 2 versions of Wangwang, the webpage one and the application. If you don’t use the application, the only way you can check your message is to launch the webpage chat. There seems to be no way that you can find sellers email information before you buy any product from him/her. So in your case, you should try to use AIM to contact the seller again. =)
Hello! i have hardly managed to createa an account today. do i have to pay in order to be able to send private messages to sellers? thanks a lot for your answer!
Hi Vidoq, You only need to register for a taobao account before you try to send messages to sellers. You don’t have to pay for sending messages on line.
Hi , Laobanniang.
Since saturday night i couldn’t chat with the seller , what happens ?
as usual i click on the button and it brought me through to the chatting window and start to chat with the seller but this time i can’t get through each time i click in….?
help …. ?
Hi Miel, could it be you installed or updated some of firewall plugins on your computer or browser that blocked the new chat window? Or are you using a different browser this time? If none of this applies, you might have to call Taobao Customer Service to sort it out: 0571-88157858.
hey laobanniang thanks for the reply ,I tried to call taobao customer service but she speak in chinese so i dont understand what she said.but i try to open a chat window there is a small box in chinese i cant copy and paste the words but it says download for AliWW . so i guess i have to reinstall for aliww , well let see .. i hope that i can chat again with the seller soon .
Hi!
When I click on the button to start chatting, te window opens in my screen, but no captcha box appears neither does any other button or text. I tried it as well at a friends computer (I logged in on my own Taobao-account) and there it worked. Do I need to install anything on my own computer or is there another way to solve this problem?
Thanks!
Hi Maartje, we’d recommend you try to do it again on IE browser at a windows system, the security plugin Taobao using is not very compliant with any other browsers I’m afraid.
Hi, I’m having the same problem as Maartje except I tried on another computer and I still can’t get the chat page to work. When I click the blue drop guy, a window pops up but no button or captcha text shows up. I’ve tried numerous times on Internet Explorer, but the chat still doesn’t work. I’ve tried clicking the button on different pages too, and installing the chat program, but I have no idea how to get this chat thing to work!
Nevermind! It inexplicably started working just now. I installed several add-ons, but the chat still did not work. After awhile, I tried again, and it worked! So the add-ons take awhile to take affect! Thanks for the website, it is so helpful, even though I am Chinese, and can read some. It’s nice to know 100% what is going on
hi dears, I have same problem with Miel and Maartje about chat box. One week ago it worked but now It doesn’t work on both of Firefox and IE. Today I went to near starbucks coffee and there it worked. But after few hours later it looked some errors on board. when I tried to translate the text said something about that “my today’s chat limit over???…etc” and didn’t work again even at the starbucks coffee. I didn’t understand well the Error text because I use http://popupchinese.com/ site to translate text. also I tried to download AliWW, but on Aliww board looked such errors 系统提示:升级通知,经系统检测,您使用的阿里旺旺版本过低,请尽快升级！点击桌面右下角浮出消息下载新版本
If anybody here who faced such problem and can solve it we will be appreciate your valid advise.
Hi Jon, Thanks for the field report. Would you please also share with us which browser plus add-on did you used to make it work? It would be very helpful to other ppl who have the same problem. Thank you~ =)
Hi Donita, I’ve never had this problem before. I have been using Taobao for many years now, I don’t think they actually have a chat limit… It must be some weird script problem with the Taobao security plug-in again. The AliWW chat program error message you posted here says, “your current AliWW program version is too old, please update it to the newest version by clicking the pop-up message at the bottom right corner.” I think it’s a good idea to start using the AliWW chat program instead of the web chat page, because the web chat page can’t save chat records, and it might be hard for you to complain to Taobao about an over-promising from a seller after you receive the package. =)
Anyone who has more suggestions to help Donita, please kindly share with us your experience or tips. =)
Hey , guys … i dont know why? somehow it works again ,now i can chat with the seller .keep trying and good luck guys…
i did reinstall aliww but it doesn’t work then i keep trying to open chat room and this afternoon i got lucky ,i can chat with the seller till now . good luck guys …
Yes! Today I can get it too. Thanks all
I don’t know why but today was gonna be my lucky day. AliWW chat, web chat all of them work. Thanks Laobanniang for being with us.
hi there, i am new to taobao and dont know chinese. You mention above that being a first timer, it may be a good idea to install plug ins to help. Can you pls recommend which one and how i can do this? How do i also get a copy of the Wang Wang Chat Software to download?
Hi Amelia, the plug-in will be prompted to your browser when needed. You can download the chat software here.
I usually use the Ali wangwang program to contact with sellers in English, but I can not read Chinese. I find difficult to understand the program options. I wondered if it does not have any English version or if there is any way to change the language of the program. Do you know it?
Sorry, no English version. You can use Google Translate to help you translate phrases via copy/paste.
hello I want buy something I even choosen what i want And i get registrated too but I dont know how to buy
um… I tried to contact a seller, but it prompt me to install ali wangwang every time. I already install it, but everytime I click chat button, it still prompt me to install the chat program again. I also reinstall it a few time, but it still won’t direct me. um, what should I do?
Installed ali wangwang, but it had to verify my acc, which requires to key in a code sent thru sms on a china phone number. I live in singapore, so…
The last time(few yrs back), there’s no such system. And i was able to communicate with sellers.
@cain Your browser should open ali wangwang. I’m using Chrome with no prob. Which browser are you using?
hi…..I just wanted to ask how to browse the site in english…..all mI seem to be able to get is chinese…i am trying to find a particular item…..so want to search in english…any ideas?
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